Kaleemullah SK

Strategic Objective
o Defined digital strategy and roadmap, outlining key initiatives and milestones to
strengthen business growth and cater to evolving customer demands.
o Collaborated with executive management to harmonize the bank's strategy with
transformation initiatives, crafting a clear roadmap to accomplish strategic goals.
o Managed multiple CX initiatives to oversee bank-wide opportunities across all
touchpoints, encompassing traditional and digital customer interactions.
o Orchestrated a comprehensive overhaul of the Premium Banking team, including
formulating business plans, recruitment, setting targets, incentive plans, and
establishing governance processes, alongside overseeing the renovation of
Premium lounges.
o Oversaw cross-functional teams in executing digital projects, encompassing
website redesigns, mobile app development, and CRM/system integrations.
Digital Transformation
o Spearheaded development and execution of digital transformation strategy,
aligning technology endeavours with business objectives to foster revenue growth
and enrich customer experiences.
o Implemented Agile methodologies to streamline processes, achieving Straight
Through Process (STP) and automating 70% of manual activities.
o Achieved several Lean Process Improvements across operational and customer
service delivery units, enhancing quality and turnaround time.
o Led the development of channel design and functionality to deliver superior client
experience, seamlessly integrating digital and advisory channels.
o Analysed trending customer satisfaction results from various surveys such as NPS,
CSAT, VOC, and Transactional Surveys, conducting root-cause analysis to address
underlying issues.
Process Excellence
o Implemented process improvement disciplines to enhance quality, streamline
delivery, and establish sustainable measurement and daily management systems
for ongoing success.
o Fostered a culture of innovation by promoting collaboration among IT, marketing,
and operations departments, resulting in the successful launch of numerous digital
products and services.
o Advocated for proactive communication, omnichannel experiences and digital
migration, leading to consistently growing adaptation.
o Centralized dispute-handling process to mitigate operational losses & improve
efficiency through end-to-end streamlining

• Designation: Unit Head - Process Excellence & Transformation, Premium Banking. Strategic Objective o Defined digital strategy and roadmap, outlining key initiatives and milestones to strengthen business growth and cater to evolving customer demands. o Collaborated with executive management to harmonize the banks strategy with transformation initiatives, crafting a clear roadmap to accomplish strategic goals. o Managed multiple CX initiatives to oversee bank-wide opportunities across all touchpoints, encompassing traditional and digital customer interactions. o Orchestrated a comprehensive overhaul of the Premium Banking team, including formulating business plans, recruitment, setting targets, incentive plans, and establishing governance processes, alongside overseeing the renovation of Premium lounges. o Oversaw cross-functional teams in executing digital projects, encompassing website redesigns, mobile app development, and CRM/system integrations. Digital Transformation o Spearheaded development and execution of digital transformation strategy, aligning technology endeavours with business objectives to foster revenue growth and enrich customer experiences. o Implemented Agile methodologies to streamline processes, achieving Straight Through Process (STP) and automating 70% of manual activities. o Achieved several Lean Process Improvements across operational and customer service delivery units, enhancing quality and turnaround time. o Led the development of channel design and functionality to deliver superior client experience, seamlessly integrating digital and advisory channels. o Analysed trending customer satisfaction results from various surveys such as NPS, CSAT, VOC, and Transactional Surveys, conducting root-cause analysis to address underlying issues. Process Excellence o Implemented process improvement disciplines to enhance quality, streamline delivery, and establish sustainable measurement and daily management systems for ongoing success. o Fostered a culture of innovation by promoting collaboration among IT, marketing, and operations departments, resulting in the successful launch of numerous digital products and services. o Advocated for proactive communication, omnichannel experiences and digital migration, leading to consistently growing adaptation. o Centralized dispute-handling process to mitigate operational losses & improve efficiency through end-to-end streamlining.

o Established Fraud Control Hotline integrated with card blocking function to promptly report and prevent fraud. o Implemented Pay Card phone banking service utilized by over 500K+ end users. o Developed monthly scorecards featuring quantifiable metrics that seamlessly transition to bi-annual KPIs. o Orchestrated the cross-selling of 73 million QAR in 2022, achieving significant revenue growth. o Spearheaded migration of Paper Statements to E-Statements, resulting in an average annual cost savings of QAR 949, 000. o Implemented automation for Travel Plan Updates via Telephone Banking which saved QAR 540, 000 annually. o Introduced Cards PIN via Telephone Banking to eliminate paper, resulting in annual cost save of QAR 1.7 million.
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Roles & Responsibilities:

o Managed Quality Control & Enhancement team responsible for Digital Transformation, Global Delivery and
Enhancement of various Products and Services across Ooredoo.
o Supporting Product Managers and Process Owners to succeed in exceeding their business outcomes by creating
transformational value with end-to-end Telecom Business Process Services support across offerings.
o Creating customer Journeys across various product & services to evaluate Time, Efforts, Cost and Results yielded and
further propose enhancements.
o Transforming and promoting Digital Capabilities across various products and services.

Key Achievements:

o Overall revenue save of 56 million QAR for 2018.
o Migrated 99.99 % customers from Paper Bills to E-Bill saving more than 5.5 MN QAR annually.
o Implemented process to control Top 5 refund categories which in-turn reduced 80% refunds and estimated savings 31
MN QAR annually.
o Migrated Mobile broadband customers to higher tariff since they were obtaining equal service but on lower tariffs that
increased incremental revenue to 18MN QAR annually.
o Initiated WhatsApp Customer Service Channel to increase easy and convenient service and enhance productivity

Designation: Quality Manager - Quality Control & Enhancements - From: Mar 2018 - To: Jan 2019 Roles & Responsibilities: o Established Quality Control & Enhancement team tasked with overseeing Digital Transformation, Global Delivery, and Enhancement of diverse Products and Services within Ooredoo. o Assisting Product Managers and Process Owners in surpassing their business objectives by generating transformative value through end-to-end Telecom Business Process Services support across various offerings. o Crafting customer journeys across diverse products and services to assess Time, Effort, Cost, and the resultant outcomes. o Driving the transformation and propagation of Digital Capabilities across an array of products and services. Key Achievements: o Achieved overall revenue savings of 56 million QAR for the fiscal year 2018. o Successfully migrated 99% of customers from Paper Bills to E-Bills, resulting in annual save exceeding 5.5 million QAR. o Implemented process to manage top 80% of refunds, leading to estimated annual save of 31 million QAR. o Strategically migrated Mobile broadband plans to higher tariffs, generating revenue increment of 18 million QAR annually. o Pioneered implementation of a WhatsApp Customer Service to enhance service convenience and productivity.
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o Managed a team handling multiple Customer Service channels such as Contact Centre, Social Media, Email and Complaints division.
o Initiated & supported strategic development and promoting alternate banking channels like SMS, Mobile, Telephone,
Internet banking and other e-channels.
o Designed and automated complete Telephone Banking Service for Commercial bank.
o Coordinate and led multiple projects with IT and Vendor to ensure Customer Service delivery.
o Managed contractors and vendors to complete planned projects and deliver products on time.
o Ensured complete coordination with internal and external stakeholders to deliver assigned tasks.
o Ensuring delivery and adherence of (SLA) Service Level Agreement across various parameters of business.
o Tracking operational targets to enhance associate productivity and KPI’s.
o SPOC for several internal and external audits and Operation Risk Management meetings.
o Maintaining repository for status reports, work plans, proposals, change requests, etc.
o Preparing and Presenting Daily, Weekly & Monthly reports and presentations for Regular Business Reviews.

Designation: Assistant Manager - Contact Centre / Customer Service - From: Apr 2011- To: Feb 2018 o Implemented comprehensive governance frameworks for outsourced business relationships including Service level agreements (SLAs), Performance metrics and risk mitigation controls. o Established various service lines within Contact Centre, including Inbound IVR, Merchant Services, PayCard, & HR Hotline. o Oversaw a team responsible for managing Customer Service channels, including the Contact Centre, social media platforms, Email, and the Complaints division. o Spearheaded strategic development and promotion of alternative banking channels such as SMS, Mobile, Telephone, Internet banking, and other e-channels. o Coordinated and supervised multiple projects involving collaboration with IT and vendors to ensure efficient Customer Service delivery. o Ensured delivery and adherence of Service Level Agreements (SLAs) across various business parameters. o Acted as Single Point of Contact (SPOC) for numerous internal and external audits, as well as Operation Risk Management.
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Actively involved on process re-engineering to pioneer the service provided to clients.
o Managing budgeting and forecasting across various states and presenting the same to respective state governments.
o Constantly monitoring PO’s and payments flows across the section.
o Responsible for planning and implementation of process migration across various states.
o Presenting incident reports to internal and external clients.
o Ensuring resolution for all the issues escalated by various means.
o Auditing performance of all the associates by various sampling techniques.
o Ensuring adherence of Service Level Agreement by closely monitoring agents performance.
o Sharing value adds for process improvements.
o Ensuring the conclusion of projects with complete ownership before the deadlines.
o Preparing various reports for regular Business Review Meetings.
o Analyzing staffing requirements based on the historical reports.
o Motivating the team towards the achievement of organizational objectives and goals.
o Ensuring growth of team associates both personally and professionally.

Designation: Assistant Partner / Team Leader - From: Oct 2008 - To: Apr 2011 o Actively involved on process re-engineering to pioneer the service provided to clients. o Handled Inbound and Outbound team for multiple geographies
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Joined HCL as Customer Support Advisor and got promoted as Mentor/Floor Coach and worked as Acting Team Leader and handled a team of 16 advisors.
o Worked with British Telecommunications (BT) for their Accounts / Order management & Customer Support operations.
o Worked with Various departments like Training, Operations, Email Support, Quality & Work Force Management.
o Undergone Sixsigma Green Belt Project.
o Have completed training for several aspects in terms of Process and client requirements.

Designation: Acting Team Leader - From: Apr 2006 - To: Oct 2008 o Worked as Technical Support Advisor and got promoted as Mentor/Floor Coach and Acting Team Leader. o Handled B2B, Line Faults, Accounts/Order management & Tech-Support for British Telecommunications (BT).