M Ans Qayyum Email & Phone Number

* Overall responsibility for transforming banking processes, through a combination of process re-engineering and operational efficiency initiatives.* Scaled the revamped customer journey for SME commercial credit products across the network. Since July ’22, prospective customers do not need to visit brick-and-mortar locations.* Grew credit repayments from the APP by 25% through marketing campaigns across multiple channels.* Developed the end-to-end journey of customers across digital channels, opening monetization channels inside EP APP while improving the ROI for lending products. PKR 15B+ throughput generating PKR 75M in new revenue stream for the merchant network and 50% lower CAPEX and OPEX. * Digitalized the paper-based repayment schedule for loans, an industry 1st, allowing customers to receive their automated repayment schedule digitally and remotely.* Reduced specific customer complaints from 15% to 0%; Brought down APP login failure from 20% to 0%; halved and eventually automated the instant debit card issuance time for a seamless CX.

Built a “Logistic Regression” model to predict customer churn & satisfaction with Careem’s services regionwide. The project saved ~$25,000 in future outsourcing costs

Lahore, Pakistan

• Debuted a pan Pakistan Brand Health & Customer Satisfaction Tracker that was built on the MIT – Sloan model of measuring brand health; aimed to gather feedback of ~3,000 respondents in 120 cities• Played a core role in managing a PKR 3 billion line of credit from the State Bank of Pakistan, sponsored by The World Bank under the Pakistan Financial Inclusion and Infrastructure Project, focusing on lending exclusively to women & environmentally conscious small businesses.

Lahore, Pakistan

• Part of the team that launched “SimSim”, FINCA’s MFS platform. My role included working with a) partners for activations & hype generation activities such as Shop Mobs & mega-events in Lahore & Karachi {Coke Food Fest, Lahore EAT, Karachi EAT}; b) with the bank’s ADC team & MasterCard for debit card partnership c) obtaining insights from consumers for brand strategy & product development. • Set up the “Social Responsibility Program” at FINCA in 2018, partnering with charitable organizations that shared our community development brand ethos. I spearheaded FINCA’s campaigns with CARE Foundation, Thalassemia Society of Pakistan & Pakistan Red Crescent Society.

Lahore, Pakistan

• Spearheaded FINCA's digital, creative and web marketing, overseeing the agency/teams within each domain.• Led a team of two associates and worked on setting up new research projects to keep up pace with our ever-expanding customer base• Worked extensively with Marketing and Customer Experience teams, adding value to their work through insights gleaned from primary and secondary sources

Lahore

* In the end of 2013, I was the only associate at the organization who was on the "Brand Integration Team" that oversaw the organization's transition to the FINCA International network. The team oversaw everything related to the re-branding of the organization e.g. outdoor branding, marketing, communication, event management.* Working for the Head of Research & Product Development, I conducted market research studies aimed at understanding the demand for the organization's products and services* Within the first couple of months, I moderated a dozen focus group discussions with our micro-finance clients to understand their perception of our organization's customer service.* At the end of my 1st year, I conducted a quantitative fieldwork survey to understand the reasons why clients ceased to use FINCA's services, leading a team of three project based associates.

Master Of Business Administration - Mba

Bachelor Of Science (B.Sc.), Social Sciences