Muhammad Usman Rauf

• Serve as the Subject Matter Expert (SME) for digital wallets within the
Global Product Management (GPM) team, providing deep expertise in
digital wallet technology, tokenization, and instant provisioning.
• Spearhead digital initiatives for i2cs financial, credit, and banking
solutions, focusing on enhancing consumer-facing interfaces and
ensuring seamless wallet integrations.
• Drove 30% increase in digital wallet adoption by leading strategic
enhancements, including seamless wallet provisioning, tokenization
improvements, and compliance with Apple/Google.
• Spearheaded integration of Web Provisioning (Apple/Google), increasing
provisioning success rates by 40% while improving user experience and
reducing support tickets by 15%.
• Optimized authentication decisioning (Visa/Mastercard), reducing fraud
by 25% and increasing transaction approval rates, contributing to a 10%
revenue uplift.
• Leading Click to Pay implementation, to improve checkout conversion
rates by 20% for merchants leveraging Visa and Mastercard, leading to a
12% increase in recurring payments.
• Reduced operational costs by 15% through automation of digital
emergency card replacements (DECR) and direct deposit switching,
streamlining operational workflows.
• Enhanced FedNow real-time payment processing UX, implementing fraud
controls that reduced disputes by 18% and cut resolution time by 30%.
• Secured compliance for digital wallets across Visa, Mastercard, AMEX,
and Discover, ensuring uninterrupted operations, reducing risk exposure,
and increasing adoption rates among clients.
• Collaborate closely with product teams, marketing, and compliance to
build market collateral and educational resources for promoting i2cs
wallet and tokenization solutions to clients and partners.
• Provide guidance to team members, particularly in areas of digital wallet
technologies, token lifecycle management, and integration of wallet
features into banking and financial products.

• Increased project efficiency by 25% by restructuring project execution
frameworks and implementing Agile methodologies, reducing project
delays and improving delivery timelines.
• Manage a team of Project Coordinators responsible for overseeing
day-to-day project execution and aligning resources effectively.

Agile & Development Oversight:
• Participating in sprint planning, backlog refinement, and estimation
validation to ensure project feasibility.
• Managing priority adjustments based on business and client needs
while ensuring quality assurance through structured defect reporting
and testing oversight.
• Driving retrospective analysis to identify performance improvement
opportunities.
AI & MVP Development:
• Led AI MVP development, identifying key bottlenecks and ensuring
alignment with market demand, resulting in a 40% improvement in
development speed.
Sales & Business Development:
• Expanded B2B collaborations, leading to a 20% increase in new
service contracts and a 15% rise in customer retention rates.
• Assisting in setting up and refining the sales team structure, learning
from previous iterations to optimize hiring strategy.
• Drafting sales proposals, MOUs, and contractual agreements to
streamline deal closures.
HR & Performance Management:
• Supporting employee management, including grievance handling,
conflict resolution, and retention strategies.
• Assisting in streamlining hiring processes and defining KPIs to improve
team performance evaluations.
• Managing outgoing resource offboarding, including exit discussions,
credential management, and smooth transitions.
Strategic Growth & Process Optimization:
• Advising the CEO on long-term strategic initiatives, company
restructuring, and optimizing internal workflows.
• Advocating for process transparency, clear ownership, and
operational efficiency across departments.
• Ensuring a structured approach to performance tracking and resource
allocation to reduce bottlenecks.
• Advising on enhancing the customer experience by refining processes
related to client communication, delivery, support, and overall
satisfaction.
• Proposing revenue-generating opportunities for both existing and
prospective clients.

• As a key member of the Digital Banking Group, served as CRM SME,
leading all Customer Relationship Management (CRM) initiatives within
the bank.
• Conducted comprehensive evaluations of CRM solutions, engaged in cost
negotiations, delivered management presentations, and secured project
approvals for the Enterprise CRM solution.
• Led a $1M Enterprise CRM implementation, the first of its kind in Pakistans
banking sector, increasing customer engagement by 35% and enhancing
customer support resolution by 50%.
• Coordinated with management to provide CRM project updates and
facilitated steering committee execution.
• Collaborated across multiple business units, IT, and vendor teams for key
project activities, including status reporting, scope discussions, Business
Requirements Document (BRD) walkthroughs, and Functional
Specifications (FS) signoffs.
• Drove a 20% reduction in customer churn through AI-driven segmentation
and next-best-offer strategies, boosting cross-sell/up-sell revenue by 18%.
• Led multiple process reengineering initiatives within the Digital Banking
Group, leveraging modern technologies to enhance operational
efficiency and streamline workflows.
• Closely collaborated with cross-functional teams, ensuring smooth
implementation of initiatives, continuously monitoring progress, and
refining digital banking processes.
• Optimized digital banking workflows, improving process efficiency by 30%,
reducing service request resolution times by 25%, and cutting operational
costs by 12%.

• Project Manager for the BMW Financial Services China: Led the
implementation of a $35M financial suite, collaborating with
management, clients, and onsite/offsite teams to oversee all project
activities.
• Ensuring on-time delivery, reducing defects by 22%, and aligning
deliverables with client expectations.
• Managed project deliverables, including status reports for
internal/external management and PMO, client meetings, scope
discussions, impact analysis, functional specifications sign-offs,
development shipments, testing, and bug resolution.
• Ensured adherence to KPIs, maintaining project quality and performance
to meet client expectations.
• Conducted risk management, including risk assessments, response
strategies, and mitigation planning to minimize project disruptions.
• Managed stakeholder expectations and negotiations, ensuring smooth
project execution and timely conflict resolution.
• Engaged with third-party vendors and consultants, streamlining integration
management for efficient project deployment.
• Provided post go-live and warranty support, ensuring a seamless transition
and resolving issues proactively.
• Served as a key member of the PMO, overseeing Daimler financial
services implementation across multiple markets as part of a $100M
contract. Effective coordination with global teams for seamless execution,
resulted in a 15% increase in customer satisfaction scores
• Facilitated communication and coordination between onsite project
teams and back-office development teams to align, prioritize, and
manage deliverables effectively.
• Led Product Board Meetings, collaborating with stakeholders to address
product roadmap updates and resolve outstanding issues.
• Supported the Business Development unit, contributing to pre-sales
activities such as RFI/RFP responses, project plans, and implementation
strategies.
• Managed project accruals and financial reporting, ensuring transparency
and budget control.
• Additional Charge of Development Manager: Oversaw 50+ development
resources, leading capacity planning, recruitment, utilization, and
performance evaluation.
• Optimized development resource allocation, reducing project delays by
20% and enhancing system scalability by 30%.
• Led training and mentoring programs, fostering team building through
resource planning, skill assessments, and optimal project-based resource
allocation.

•Provided domain-based consultancy expertise on Telecom Upgrade & Performance Improvement projects utilizing Oracle Siebel technology, delivering a consolidated CRM application with quantified business improvements.
•Led risk management efforts, conducting comprehensive risk assessments, developing effective response strategies, and implementing mitigation plans.
•Project Manager for eXTRA (KSA): Oversaw the $400K Home Delivery & Integration with OMS implementation, ensuring smooth execution and operational efficiency.
•Developed strategic project plans, identifying necessary resources and structuring phases to achieve project goals effectively.
•Coordinated project execution, managing stakeholder communication, preparing status reports, and ensuring seamless management-client collaboration.
•Facilitated workshops to collect project requirements, refine user feedback, and align solutions with business needs.
•Led scope discussions, impact analysis, and Functional Specification (FS) development, securing signoffs for project deliverables.
•Managed Grameenphone’s Performance Optimization project, driving system enhancements and efficiency improvements.
•Ensured smooth vendor collaborations, coordinating with IBM, Oracle, and WIPRO to optimize technology integration and project success.
•Conducted onsite workshops at Grameenphone to finalize milestones, align activities, and drive implementation success.

• Functional Lead for JAZZ BSS Upgrade: Led Business User Acceptance
Testing (UAT) & System Integration Testing (SIT) for a $10M BSS Upgrade
project, ensuring a seamless transition and system reliability.
• Developed and executed SIT/UAT test scripts, troubleshooting and
resolving issues efficiently.
• Identified and documented business processes, mapping inbound &
outbound systems to optimize workflow integration.
• Designed and implemented mock request & response mechanisms using
STUBS to support system validation and testing.
• Managed Siebel User Administration, overseeing user creation, views
configuration, and responsibility assignments.
• Performed in-depth data analysis and executed backend data fixes,
ensuring data integrity and system functionality.

• Served as a CRM Architect within the BSS Planning Unit of Telenors Service
Development Unit, leading key system design and optimization efforts.
• Managed BSS system releases as Release Manager, ensuring adherence
to timelines and a seamless handover to operations for Siebel, Tracker,
and SIP.
• Led system configuration enhancements, implementing changes across
BSS platforms to streamline business operations and improve efficiency.
• Coordinated with top-tier vendors (Accenture, IBM, Oracle) for system
development and implementation, ensuring alignment with business
goals.
• Planned and managed BSS system forecasts and campaign strategies,
optimizing system resources and business workflows.
• Executed IT and Business UAT for CRS, overseeing API testing, bulk testing,
and system validation to ensure smooth go-lives.
• Project Lead for Siebel CRM DB Upgrade to 11g, successfully modernizing
database infrastructure for enhanced performance and reliability.
• Project Lead for Election VAS Initiative, ensuring robust and scalable
service implementation to support high-demand election processes.

• Led Siebel CRM Operations, overseeing system stability, configuration, and
performance enhancements.
• Key player in migration from legacy CRM to Siebel CRM, ensuring a
seamless transition with minimal business disruption and improved
operational capabilities.
• Evaluated new projects, conducting requirement analysis, designing
technical specifications, and executing development steps in CRM.
• Investigated and resolved system issues, implementing proactive solutions
to minimize downtime and improve user experience.
• Implemented automated monitoring and security measures, reducing
manual intervention and increasing operational efficiency.
• Developed structured system operating procedures, enhancing controls
and ensuring consistent best practices.
• Led key CRM projects, including the Tax Certificate Project, Comptel
Provisioning System Upgrade, business and regulatory integrations, and
Fraud Management System integration.

• Efficiently responded to client queries by addressing tickets logged by
diverse clients.
• Provided technical expertise and support to resolve escalated technical
issues from level 1 support.
• Troubleshot and diagnosed technical problems related to systems,
networks, and applications.
• Performed financial settlements for US Bank, involving database
transactions.
• Monitored logs across various servers, ensuring system integrity and
performance.
• Implemented and maintained system monitoring and performance
tuning, ensuring high availability and reliability.
• Conducted unit testing for new development patches, ensuring
robustness and functionality.
• Collaborated with cross-functional teams to implement system
improvements and upgrades.
• Documented and maintained system configurations, processes, and
procedures.
• Participated in on-call rotation to provide 24/7 support for critical
incidents