Ansab Malik Email & Phone Number

Pakistan

Islamabad, Islāmābād, Pakistan

Product owner of the Industry First Digital Distribution Application (Apollo) in the B2B space.• Responsible for three major tangents defined as the vertical's barometer of success: Product Growth, Customer Experience and Partnerships.• Driving 9 Regions and 3 circles (nationwide) for the Digital Distribution tangent.• Setting the direction for the creation of user stories, sprint features prioritization, and conversion of business needs into technical requirements.• Managing the scrum team and overseeing the sprint planning and execution while ensuring sprint prioritization is in line with business requirements and product strategy.• Helm of Affairs for Product Strategy, Planning & Customer Experience with end-to-end responsibility of customer onboarding and driving nationwide teams for sustainable targets.• Fostering Non-Telco Partnerships with Banking sector, FMCGs and Digital Partners within Digital Distribution.

Islāmābād, Pakistan

Islamabad, Pakistan

• Performed extensive research on Pakistan's first E-Sports portal to identify the user personas and gain insights into WRT future releases.• Front-End Empowerment: Empowered call center Agents on status check/ un-subscription of more than 85% of digital products, Reducing 2,500/ day service requests.• Set up reporting of additional experience matrices of digital products e.g. measuring experience matrices by using website/app analytics.

Islāmābād, Pakistan

• Automated the calls and complaint volume reporting on digital dashboard.• Used Service Design methodology fix our product journey & incorporating customer voice for rapid experimentation, empowering our customer care teams, keeping alive the urgency towards the customer pain points through leadership engagement & very importantly data driven problem solving.• Key stakeholder of setting up NPS, CSAT & complaint volume metrics to gauge the success of our engagement interventions & saw significant improvement in all 3.• Designing & conducting training various channel staff on digital products & complaint handling the custodian of Customer Experience Policies & Journeys including Subscription, Charging, Notifications, and Servicing.• Key stakeholder in Inclusion of CX Policies annexure as an addendum to the existing agreements with our partners to ensure governance of CX aspects.• Ensuring compliance with CX policies & guidelines, goto person for User Journeys & CX policies implemented across Digital domains of Gaming, Content, and Agri/Insurance.• Active participation in strategic action planning for improving digital customer experience at all customer touchpoints online (apps, web, social, etc.) and offline (contact center, franchises/retail, etc.) e.g. created a solution to divert Un-Subscription requests from CCD to MTA.

Islāmābād, Pakistan

- Worked on the PTCL SAP platform to record daily business activities and understand business processes in a digital environment for B2B clients of PTCL- Manage daily finance and accounting operations to support business activities in the organization.- Designed reporting format, leveraging multiple database systems, to streamline data access for product team- Developed understanding of customer service and relations with corporate clients

Islāmābād, Pakistan

- Focused on improving waste management in Pakistan and presented findings to WWF management- Undertook trainings and development activities to better understand causes for climate change and how to address them

Islāmābād, Pakistan

- Worked across different departments of the bank (account opening, clearance, chequebook, credit cards and accounts department) in the B2C environment .- Review account opening documentation making sure all documents are in compliance.- Review KYC profile making sure new clients are being profile properly.- Manage financial accounts such as accounts payable receivables.- Review of risk management documents to develop an understanding of how banks assess both operational and- credit risks for different products