Assistant Manager Pricing
Telenor Pakistan (Pvt.) Ltd.
Total years of experience :23 years, 0 Months
Responsible for formulating the pricing strategy for Telenor’s Mass Segment, Youth Segment, Business Segment, International Dialing (IDD), Data Services (GPRS) and all Value Added Services.
- Making business cases, evaluation of proposals and formulation of market plan
- Portfolio management, including price plan / usage level analysis for each price plan for all segments
- Post campaign analysis of all ATL/BTL launches for all segments and recommend way forward
- Improving the reporting framework for standardized/structured approach towards achieving targets
- EBITDA/Margin analysis and management with initiatives for improvement in this stream
- Tracking and managing busy hour capacity and traffic
- Formulation of business cases for GSM bundling with financial services
- Support in cross functional projects
Primary responsibility was to have predictable and controlled operations by working on relevant quarters giving end-to-end visibility in achieving strategic objectives.
- Member of team responsible to make strategy and set strategic objectives
- Permanent team member of contact centre technology road maps
- Responsible to make business plan (3 years) and to monitor progress with recommendation for improvement
- Cross functional team (CFT) member to convert cost center into profit center
- Development of revenue streams and reduce operational cost
- Monitor customer service KPIs and recommend actions for improvement
- Preparation of business cases for cost benefit analysis and post launch analysis
- Regular monitoring of traffic patterns, handle times and other performance KPIs
- Workforce management and performance management of 2500+ staff members
- Ensure excellent customer experience at various touch points
- Development and regular monitoring/updates of dashboards for top management
I was responsible to ensure accurate and timely reporting, workforce management and traffic management of contact center. My responsibilities include:
- Preparation of business cases and cost benefit analysis for all business moves
- Forecasting of departmental activities on Long/Mid/Short term Basis.
- Leave management of all contact center staff (1500+) and liaison with HR department
- Preparation of performance reports for all staff members against their respective KPIs
- Dashboard maintenance for top management for accurate performance reporting of departmental KPIs
- Development of CRD budget model and regular monitoring of variance
- Regular monitoring of traffic patterns, handle times and other performance KPIs
- Implementation of cost control practices and follow up
- Preparation of schedules for work, training, meetings and performance reviews
- Preparation of daily report on veracious business aspects / KPIs
- Employee record maintenance and preparation of performance profiles
Worked as team lead for operations and outbound teams in customer relations. Primary responsibilities include:
- Ensuring high motivation and enthusiasm in the team that resulted in low absenteeism and high performance
- Grooming team members that resulted in their promotion as specialists in different areas
- Outbound calls to customers for their queries regarding data services (GPRS/Edge) and VAS
- Performance reports of outbound unit with segregation to customer contacts (region wise, query type etc.)
- Training of customer relation staff on GPRS and VAS
- Performance reports of different contact centre KPI’s
- Employee data maintenance and compilation of annual appraisals of contact centre staff
- Contact centre record management i.e. leaves, trainings and other activities to ensure best utilization of resources’ time and skills
- Induction of new resources in contact centre by ensuring their employee benefits allocation and smooth operation of their system and other relevant applications access
- UAT of applications involving customer interactions like CRM, DMS etc
Member of project team of four members managing project of 95 millions (installation of LPG storage and distribution plant). I have been involved in:
- Survey of the suitable place for LPG (Liquefied Petroleum Gas) plant erection.
- Getting NOCs (17) from different Government departments.
- Initializing and monitoring the construction process.
- Appointment of sales representatives and sales partners (dealers)
- Tracking model to monitor sales/revenue against forecasted numbers
Primary objective was to ensure smooth operations of computer labs/computer network of organization and in-house development centre. My responsibilities include:
- Preparation of feasibility reports, budgets and marketing plans of IT related courses
- Design and offer customized trainings to corporate sector i.e. (SMEDA, ABN-Amro Bank etc.)
- Managing the operations of ACCA Computer Based Examination Center at NCBA&E
- Arrangement and monitoring of Computer Based Testing programs of other organizations (National Testing Service - NTS, Institute of Chartered Accountants of Pakistan - ICAP etc.)
- Coordinator for MoST (Ministry of Science & Technology) for its nationwide programs (Java, Government officers Training, Intel Teachers Training, Medical Transcriptions, Legal Transcriptions etc.)
- Coordinator for Virtual University of Pakistan at NCBA&E for the operations of its disciplines
CGPA: 3.93
CGPA: 3.92 Distinctions: - Gold Medal - Academic Excellence Award - Dean’s scholarship in each semester