Manager - Professional Services
TPS Middle East
مجموع سنوات الخبرة :18 years, 4 أشهر
TPS is a leading provider of payment and cards solutions worldwide with 150+ product implementations. TPS encompasses a spectrum of products from transaction switching middleware solutions to front-end delivery applications and has a global footprint serving a delighted customer base of over 132 banks, telecoms, central banks, payment processors and other financial institutions spread across 32 countries.
As a Professional Services Manager, I have focused relevant experience and knowledge about managing payment automation and e-banking projects pertaining to all aspects of banking operations, IT infrastructures and alternate distribution. My current job responsibilities include:
- Manage Professional Services team for Middle East and Africa responsible for support and implementations
- Ensure all the support activities are completed as per the Service Level Agreement with client
- Owner of corporate SLA, negotiate with internal team heads to set realistic and feasible TAT
- Negotiate and agree on service levels with clients
- Review and present achieved SLA to clients on monthly basis
- Review and enhance support and implementation processes/standards
- Quarterly review for the resource requirement for all the upcoming Implementations.
- Act as arbitrator on escalations related to support/implementation and mediation with clients
- Set and review yearly and quarterly targets for team performance
- Assist product managers in developing product roadmaps
- Coordinate product deployments with customers, within and between teams
- Project management and consulting for rolling out various projects pertaining to e-banking and e-payments
As a Pre-Sales Consultant, my responsibilities include:
- Solution preparation and solution evaluation - based on customer’s requirements
- Pre-sales technical support to sales account managers to achieve business objectives
- Generate technical proposals based on customer requirements and product offerings
- Technical consultancy and advice to customers, partners and internal sales team
- Prepare product demonstrations and create Proof of Concept
- Build relationships and maintain good rapport with customers/partners to ensure conversion into sales
- Develop, manage and coordinate technical solutions pre-sales activities with customers in collaboration with the sales teams and partners as appropriate
- Provide effective technical demonstrations in person and remotely in pursuit of large sales
- Build solutions awareness with clients and internally within teams
- Assist sales account managers in completion of Request for Proposals (RFP) and Request for Information (RFI)
- Assist sales/marketing team in creation of marketing documents
- Work with the sales teams to fully understand the client’s functional and technical requirements and be involved in the specification of these
I have been through different positions during my service tenure in past 8+ years in TPS from having hands on support and implementation experience to managing complex integration projects in several large institutions in the region like Central Bank of UAE, Network International, Emirates NBD, Doha Bank, Commercial Bank of Kuwait, Qatar Telecom, Bank Nizwa, Standard Chartered Bank (in 5 countries), Citibank (in 5 countries), Arab Bank (in 3 countries), Etisalat, Zain (formerly MTC-Vodafone), Ooredoo (formerly Qtel), Dubai Islamic Bank, National Bank of Abu Dhabi, Bank Muscat, Jordan Kuwait Bank, Société Générale Marocaine de Banque, Banque Centrale Populaire, Qatar National Bank, Al Fardan Exchange, Al Ansari Exchange and many more
Joined TPS Pakistan in the Technical Support Team consisting of 5 members at that time (converted to a team of 100+ members now) and worked on transaction switching, ATM/POS driving, card personalization and ATM monitoring products. During this short period developed a good understanding of IT infrastructure of many of large banks in Pakistan. Along with providing technical support to customers and attending trainings on different products, worked in parallel on process improvement, documentation and record keeping in the call tracking system. Upon receiving an offer to join overseas office in Dubai, resigned from TPS Pakistan (Pvt.) Ltd.