FSS Lead - Digital Banking and Enterprise Digitalization
IBM Corporation
Total years of experience :20 years, 4 Months
Successfully managed IBM's digitalization, process automation, and data transformation consultancy practice, for the banking industry, and generated / managed $9.3 million in business volume over 3+ years of client engagements, while continuously strengthening client relationships and exploring new avenues of growth.
Key Accomplishments:
- Provided Program Management, Industry SME and Business Process and Journey Design expertise for a large bank' digital process automation, including Digital Customer On-boarding Journey Design for the Mobile and Web Channels using the Design Thinking (DT) product/service design approach
- Identified and provided a RPA based digitalization of a core operational business process within the account opening domain, providing a saving of 12 FTEs, and ~1.23 minutes of time savings for each application
- Utilized extensive banking industry experience to provide business consulting services on the design of an Agile Target Operating Model (TOM) for a leading digital blue-chip bank in Pakistan
- Provided consulting services, as part of a team of IBM’ Agile CoC Consultants to a blue-chip bank, involving organizational restructuring and skills-assessment, as a precursor for the enablement of the bank' "new ways of working (WoW)" initiative
- Led the Data Governance (DG) engagements for UBL, Maaden Saudi, ABL, and Meezan Bank, along with participating in RAK Bank’ Digital Architecture Review and Redesign, and STC Saudi’ IT Costing Model Redesign and Development engagements
- Project Managed and Led HBL’ Data Strategy and DG Setup engagement, with a global/local team of experts in various areas of specialization, and presented to the bank’ management for required approvals and signoffs
Led the JCash Branchless Banking business with a large team of country-wide sales and product management professionals, and on-boarded 29, 765 JCash Agents to generate P2P, G2P, Bill Payment, and "MW acquiring", and Mobile Wallet Debit Card transaction volumes.
Key Accomplishments:
- Managed significant challenges associated with the new emerging business and achieved an increasing growth rate of diverting and capturing P2P transaction volumes from other established market players
- Designed and launched the Mobile Wallet backed Debit Card product enhancement, catering to Cash-out, FT, Bill and Retail Payments transaction enablement, over the Phygital channels
- Defined business requirements for the deployment of JS Bank' Mobile Financial Services (MFS) solution, based on business objectives, catering to P2P, G2P, and Mobile Wallets (MW) for Pakistan' large under / unbanked market segment
Introduced and launched the country’ first ‘Shared Mobile Banking’ platform, with multiple banks and a large telecom service provider, and generated a strong positive market response for a FOAK product/service
Key Accomplishments:
- Credited for leading and driving the enterprise-wide multi-department effort to deploy the Siebel Customer Relationship Management (CRM) Solution, for the Multimedia Contact Centre, Branch Engagement, Enterprise Complaint Management (ECMS), Collections and Loan Recovery, Retail Account Origination (AO) and Consumer/SME’ Loan Origination (LO) areas.
- Exercised hands-on approach and effective controls for the launch of banking industry’s first Multi Media (Voice, Fax, SMS, Email and Chat) Contact Centre, Internet Banking, ATMs, SMS Alerts, Mobile Banking, and eStatement products/services across the Retail, Consumer and SME business segments
Led the bank' eBanking Channels and Value VISA Debit Card business.
- Defined, designed, architected, project managed, branded and market launched the bank’s new centralized countrywide and international Customer Contact Center and IVR
- Project Managed the entire business and technical implementation of all eBanking (ADC) related systems initiatives along with IT, and worked with various business units to develop, agree, document and roll-out the end-to-end integrated business processes to manage customer services
- Led the new product/service enhancement and marketing for the bank’s Value Visa Debit Card and rejuvenated a stale product with new service improvements and marketing / promotion campaigns
Managed the company’s Professional Services (PS) Department (South Region) for more than five (5) years, with an eight (8) member team in Karachi and more than twenty (20) consultants on project assignments across various times. Reported to the Country Head - Professional Services Pakistan
- 5+ years of Systems Implementation and Integration experience for Data Warehousing, BI, CRMs (Operational and Analytical), Contact Centers, IVRs and Complaint Management Systems (CMS)
- 3+ years of Data Warehousing and BI related Industry Business Consulting experience (for Finance and Travel), Solution Architect, and Data Modeler (for both the Teradata’ Financial Services and Travel LDMs) and Data Mapper for various projects within Pakistan and the EMEA Region
- Conducted and/or participated in Business Discovery exercises for a number of regional banks and two airlines, for gaining a deeper understanding of the business issues and analytical/reporting needs
- Project Managed and provided Subject Matter Expertise (SME), and Implementation Services on some of the following projects within the Data Warehousing, BI, Operational/Analytical CRM, Contact Center, IVR and Complaint Management System (CMS) specialties:
-- Mashreq Bank, Data Warehouse and Business Intelligence, Dubai, U.A.E
-- Wataniya Telecom, Business Analytics and Data Mining, Kuwait City, Kuwait
-- ABN AMRO Bank Limited’ Data Warehouse, BI and Analytical CRM, Karachi, Pakistan
-- Union Bank Limited’ Data Warehousing and Business Intelligence, Karachi, Pakistan
-- Credit Libanais Data Warehouse and Analytical CRM, Beirut, Lebanon
-- South African Airlines PNR Data Warehouse, Johannesburg, South Africa
-- Union Bank Limited’ Contact Center with CRM, IVR and CMS, Karachi, Pakistan
-- Askari Commercial Bank Limited’ Data Warehouse and BI, Islamabad, Pakistan
-- Pakistan International Airlines (PIA)’ Global Contact Center with CRM and IVR, Karachi, Pakistan
-- Pakistan International Airlines (PIA)’ PNR Data Warehouse, Karachi, Pakistan