▫ Leading the effective rollout of Ubank Digital App & Internet Banking portal over Infinity T24 digital platform, augmenting customer engagement and ease of use.▫ Collaborating closely with cross-functional teams (CFTs) to drive seamless project delivery, while conducting ongoing market research for trends.▫ Leading User Acceptance Testing (UAT) and managing production deployment for newly designed digital products, ensuring impeccable functionality.▫ Developing and executing strategic promotional campaigns, boosting customer acquisition and adoption rates across digital channels.▫ Ensuring strict adherence to regulatory guidelines, safeguarding digital channels' compliance, and staying proactive about regulatory developments.▫ Pioneering research into emerging technologies, elevating customer experience to new heights and maintaining a high standard of service.▫ Managing end-to-end project execution, starting from finalizing agreements to engaging in technical dialogues and crafting the Business Requirements Document (BRD), ensuring project success.▫ Analyzing branchless banking trends, driving data-driven insights, and preparing impactful quarterly Board presentations.▫ Successfully leading and managing a high-performing team of digital analysts, providing coaching, mentorship, and performance evaluations that elevate team productivity and skills.

▫ Executed a self-servicing feature launch on EasyPaisa App/USSD, resulting in an impressive 90% reduction in specific complaints through real-time query resolution.▫ Launched the EasyPaisa WhatsApp channel, seamlessly merging live chat functionality to elevate customer interaction and ensure uninterrupted support. Furthermore, introduced a spectrum of WhatsApp use cases to broaden the range of services.▫ Established a dedicated Customer Experience Management (CEM) forum, fostering collaboration with various product owners to elevate overall customer experience.▫ Navigated complex regulatory landscapes, ensuring prompt adaptation to major regulatory developments for sustained compliance.▫ Built and launched an employee priority channel from the ground up, streamlining internal communication and addressing employee needs effectively.▫ Regularly conducted Root Cause Analyses (RCAs) for products and processes, leading to a quarterly reduction in calls and complaints at the front-end.▫ Analyzed and provided approval for Product Requirement Documents (PRDs) from a customer experience perspective, aligning products with customer needs.▫ Enhanced operational efficiency through Robotic Process Automation (RPA) optimizing workflows and resource allocation.▫ Delivered comprehensive training sessions for newly launched products, empowering teams with the knowledge needed for successful implementation.

▫ Implemented significant changes in the live/UAT system within ERE/EWP, resulting in enhanced system functionality.▫ Played a pivotal role in User Acceptance Testing (UAT) and System Integration Testing (SIT), making real-time changes during production for optimal outcomes.▫ Assisted in designing and executing consumer campaigns, driving user engagement/ adoption and implemented substantial changes in commissioning, pricing, permissions, and profiling, optimizing product performance and alignment with market demands.▫ Worked closely with the product team to facilitate successful new product launches, contributing to the expansion of the product portfolio.▫ Collaborated on Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs), offering relevant suggestions for product enhancements.▫ Developed tailored process flows to meet specific project needs, improving operational efficiency.▫ Took responsibility for designing and maintaining a comprehensive system change log for audit and risk assessment purposes.

▫ Successfully deployed the BVS Retailer Registration project and implemented the BVS Retailer Registration solution across the nation, enhancing efficiency and accessibility.▫ Provided operational support across three regions: North, South, and Central, ensuring smooth business processes and streamlined operations.▫ Played a key role in expanding the numbers for the BVS Retailer Registration Solution through effective management of the FS portal.▫ Rigorously tested the solution and use cases during peak activity periods, ensuring robust performance and reliability.▫ Collaborated closely with Product and Backend teams, optimizing processes for seamless coordination. Significantly improved the RR experience by overhauling the entire process flow, resulting in enhanced user satisfaction.