Manager Data Analytics & Market Insights
Telenor
Total years of experience :18 years, 2 Months
Managing a team of 25 persons covering the domain of Business Analysis, Market Insights, Adhoc support team and Decision Sciences
Managed reporting, analytics, pricing & strategy along with P&L responsibility of VAS segment.
Some of the projects that I have worked on are:
• Analytics powered growth for VAS and identification of new relevant promotional channels for service growth. 65% growth recorded in 2012 and 23% in 2013
• Customer experience management: 13 points improvement in NPS through standardized service menus, customer friendly notifications, purging regimes and linking VAS platforms to provide one window operation for customers
• Group-wide content revenues enhancement project with replicating best practices of Mobilink at Bangladesh and Algeria
• Growing non-content VAS with innovative utility services and voice supporting services. 11% increase in 2014 revenues, 20% in 2015 and 2016
• Business Planning lead for VAS
• Led credit scoring for Mobilink customers with the eventual objective of offering multiple credit advance to the customers
• Launched innovative services with apps like Ba Khabar Kissan, Autoreply, M-Lift, Double Number, Khufia balance and others
• Revamped and improved traditional services like Advance, Jukebox, RBT, Jazz Alert and other utility services
Develop and execute pricing plans to capture sales opportunities and increase profitability. Develop products and services to establish and maintain competitive plans for subscribers contributing towards customer satisfaction and retention.
My role includes the following
• Customer behavior analysis.
• Revenue, ARPU and MOU analysis and forecasting
• Impact analysis of various promotions on revenue, customers
• End to End design and launch of products, tariffs and promotions
• Designing pricing strategies to cater to different segment to increase profitability and customer retention
• Design and execute customer surveys to gauge the impact of various promotions and products
Some of the projects that I worked on during this role are
• Design and Launch of pricing packages like Regional packages, Budget packages, International packages, mobile bundles, Local call packages, Double play and triple play packages
• Various promotions like Ramazan promotion, Eid promotion, Christmas promotion and other Promotions to boost product sales and increase usage
• Designing and implementation of a Save Desk concept in which PTCL representatives contact any customer which is leaving PTCL and try to convince him not to leave by trying to solve his/her problem and/or by giving him various incentives.
• Managed PTCL Outbound call center, which is responsible for conducting surveys, creating customer satisfaction and decreasing churn.
• Preparation of Regional budgets for PSTN Dept
• Worked on a project to segment customers into residential, SMEs and Corporations based upon their usage. Verification of segmentation by designing a campaign through Outbound calling module.
• Training of resources for the projects
• Reconciliation of Switches and Billing system
• Developing KPIs against the targets for projects
Worked in the capacity of Finance Executive (Revenue Assurance Dept). Responsibilities include:
Process Improvement:
Documenting and improving company wide processes, establishing checks and balances with respect to Revenue Assurance dept.
International Roaming Reconciliation:
Reconciliation of TAP in and TAP out invoices sent by Clearing House with Billing, reporting and coordinating with IT to rectify anomalies. Recently involved with the automation of pre-emptive reconciliation module to expedite the discovery and correction of abnormalities
Subscriber Reconciliation:
Reconciling subscribers reported in accounting system, switch and billing systems; tracking abnormal behaviors or changes in the state of subs, and verification of implementation of proposed changes.
Impact analysis:
Coordinating with IT and Engineering dept. to determine the impact of various changes made to the system, tariffs and packages.
Trend analysis:
Monitoring baseline and trend analysis on all daily reports for accurate management reporting of key revenue generating processes. Reporting analysis to Top Management for subscriber chur n, incoming & outgoing minutes, outgoing revenue and active subscribers.
CDR verifications:
Test calls verification for system upgrades and routine verification checks.
Voucher Reconciliation:
Reconciliation of vouchers with NIMS vs. IN Report.
Track and ensure SOX controls compliance:
To coordinate and ensure departmental SOX controls are completed timely as required for a daily, weekly and/or monthly basis.
Adhoc projects:
Responsible for timely completion and implementation of adhoc projects assigned by HOD RA. Recent project includes helping in the implementation of Data Warehouse by providing verifications of daily reports implemented in the system and coordinating in the correction of abnormal trends.
Assisted Managers in Investment and Funds related work. Provided analysis and researched as per task requirement.
A 2 year MBA degree with majors in Investment and Finance. CGPA : 3.81 Position: third in a batch of 52 Co-curricular activities include: Manager Finance Committee ESF, 2005 - 2006 Member class cricket team ESF, 2005 - 2006 Member Publications, Placement Societies ESF, 2004 - 2005
A 4 year degree course with majors in Computer Science and Business Management. CGPA: 3.40 Experience in a variety of technologies and tools Co-curricular activities include: Member Organizing Committee NaSCon Software Competition FAST, 2003 Participated in various Quiz and Poetry competitions at FAST, 2000 - 2004
Marks: 855/1100 (78%) Co-curricular activities include: Sub-editor College Magazine, 1999 - 2000 Member school cricket team, 1998 - 2000