• Leading strategic digital transformation initiatives for financial institutions, enhancing operational efficiency and customer engagement.• Developing and implementing innovative digital payment solutions, ensuring seamless integration with existing financial systems for the clients• Advising senior management on best practices for digitizing financial services, fintech strategies and performance improvement, driving sustainable growth.• Overseeing large-scale projects, ensuring… Show more • Leading strategic digital transformation initiatives for financial institutions, enhancing operational efficiency and customer engagement.• Developing and implementing innovative digital payment solutions, ensuring seamless integration with existing financial systems for the clients• Advising senior management on best practices for digitizing financial services, fintech strategies and performance improvement, driving sustainable growth.• Overseeing large-scale projects, ensuring timely delivery and adherence to regulatory compliance and industry standards.• Collaborating with clients and stakeholders to re-engineer banking processes, optimizing workflow and improving transactional convenience.• Mentoring fintech start-ups, providing strategic guidance on business models and product development to foster innovation and scalability.• Coordinating with stakeholders including regulators, technology providers, national infrastructures and payment schemes on behalf of the clients for implementing digital products and services Show less

• Established the local corporate structure for Paymob, facilitating seamless operations within Pakistan.• Crafted a comprehensive five-year business strategy for Paymob Pakistan, driving long-term growth and market presence.• Built and developed high-performing teams to manage all functions and operations, ensuring organizational efficiency.• Worked with regulators for necessary approvals for licensing as a Payment Service Provider and Payment System Operator in… Show more • Established the local corporate structure for Paymob, facilitating seamless operations within Pakistan.• Crafted a comprehensive five-year business strategy for Paymob Pakistan, driving long-term growth and market presence.• Built and developed high-performing teams to manage all functions and operations, ensuring organizational efficiency.• Worked with regulators for necessary approvals for licensing as a Payment Service Provider and Payment System Operator in Pakistan.• Cultivated strategic partnerships with banks and key stakeholders, enabling robust service offerings.• Launched Paymob’s payment infrastructure and services in Pakistan, including an online and offline payment solutions• Executed approved business strategies and plans, ensuring alignment with organizational goals and market demands in Pakistan. Show less

• Spearheaded the launch of the Electronic Payment (e-Pay) Gateway, integrating diverse payment methods to facilitate collections and payments for businesses across various payment instruments.• Formulated a strategic roadmap and business plan for NIFT’s Digital Financial Services, leveraging organizational history and existing strengths.• Revolutionized the market by introducing innovative, interoperable, and secure payment methods, facilitating digital use cases.• Partnered with… Show more • Spearheaded the launch of the Electronic Payment (e-Pay) Gateway, integrating diverse payment methods to facilitate collections and payments for businesses across various payment instruments.• Formulated a strategic roadmap and business plan for NIFT’s Digital Financial Services, leveraging organizational history and existing strengths.• Revolutionized the market by introducing innovative, interoperable, and secure payment methods, facilitating digital use cases.• Partnered with regulators to secure timely approvals for products, services, and plans for NIFT Digital Financial Services.• Engaged with key market stakeholders, including banks, corporates, government institutions, and other major players, on both the demand and supply sides of payments.• Directed the timely implementation of plans and project management, ensuring adherence to commitments made to NIFT’s Board.• Supervised teams and collaborated across functional areas to maintain a healthy and collaborative work environment. Show less

Project Management for the Digitization of National Savings Organization. A project funded by Karandaaz, Pakistan to support implement the digital channels enabling the customers/investors of National Savings utilize digital channel services.The role created the digital channel strategy and requirements for digital products and channels to facilitate the customers and project management to execute the strategy. Based on the requirements running the procurement cycle in coordination with… Show more Project Management for the Digitization of National Savings Organization. A project funded by Karandaaz, Pakistan to support implement the digital channels enabling the customers/investors of National Savings utilize digital channel services.The role created the digital channel strategy and requirements for digital products and channels to facilitate the customers and project management to execute the strategy. Based on the requirements running the procurement cycle in coordination with Karandaaz and CDNS(Central Directorate of National Savings) to finalize vendors.• Directed project management for Karandaaz Pakistan on the digitalization initiative for National Savings Pakistan.• Outlined a comprehensive product digitalization roadmap, strategy, and PPG for National Savings Pakistan, including detailed system requirements.• Authored RFPs and managed the procurement process for digital channels (ADCs) for National Savings.• Provided weekly and monthly updates to Karandaaz and National Savings on the progress of the digitalization project.• Advised National Savings Organization on innovative digital processes for new digital products.• Executed the implementation of digital channels and technology to realize the agreed-upon digital products, processes, and services.• Oversaw the technical implementation of ADCs and supporting systems to launch digital products and services. Show less

• Conceptualized a product strategy based on customer segmentation and market needs in the branchless banking domain to foster financial inclusion for the unbanked and underbanked segments.• Devised a product roadmap and strategy in collaboration with Warid (telco partner) for the brand “Mobilepaisa”.• Orchestrated a technical product rollout plan in coordination with technology partner “Monet”.• Facilitated seamless technical integration within the bank, enabling real-time… Show more • Conceptualized a product strategy based on customer segmentation and market needs in the branchless banking domain to foster financial inclusion for the unbanked and underbanked segments.• Devised a product roadmap and strategy in collaboration with Warid (telco partner) for the brand “Mobilepaisa”.• Orchestrated a technical product rollout plan in coordination with technology partner “Monet”.• Facilitated seamless technical integration within the bank, enabling real-time financial settlements and reconciliation.• Liaised with external market players to ensure the deployment aligned with market developments and harnessed new technical enhancements in the financial setup.• Drafted SOPs and Product Papers for Mobilepaisa to obtain regulatory (SBP) approvals and internal bank approvals.• Implemented digital wallet offering complete suite of digital transactions through mobile application and debit/prepaid card linked to the wallet.• Engaged with local and international remittance providers to introduce both local and international remittance services. Show less

Successfully created, deployed and handed over the Branchless Banking Product for MCB.MCB Lite - Pass it on... . A socially connected payment solution that allows the users a complete transnational banking experience through a mobile wallet and VISA branded card. The product is built with a unique inbuilt viral marketing strategy for customer referrals with incentives.Also developed the alternative strategy for financial inclusion 'Banking the un-banked through the… Show more Successfully created, deployed and handed over the Branchless Banking Product for MCB.MCB Lite - Pass it on... . A socially connected payment solution that allows the users a complete transnational banking experience through a mobile wallet and VISA branded card. The product is built with a unique inbuilt viral marketing strategy for customer referrals with incentives.Also developed the alternative strategy for financial inclusion 'Banking the un-banked through the banked'.• Developed unique payment options for the customers to attract prospect customers to the bank while creating stickiness for the existing base. The idea was to offer the customer a product that would cater to all his payment needs.• Created the product personality, proposition and marketing for the brand.• Created the conceptual and product framework for the product proposition of the branchless banking model. • Created the complete business case with five year projection for the branchless banking model for the Bank.• Coordination and submissions with/to the State Bank of Pakistan for regulatory approvals.• Complete project management and coordination with relevant stake holders both internal and external including technology and business partners.• Created the PPG (product policy guide) and Manuals (Business and Operational Processes, Accounting, Reconciliations and Settlement, Finance and Taxation, Complaint Management Policy, SOP for Agent Network including legal agreements) for the product. Also created BRDs, Product & Creative briefs and SLAs.• Created one of the best teams in the branchless banking space.• Researched on different existing mobile payment and branchless banking deployments in Asia, Africa and South America.• Handled all compliance and audit related work for the remote banking service channels.• Created research on service channels for improvement - coordinated with international research groups for independent studies and ratings. Show less

• Devised and implemented service-related processes for Remote Banking Channels (E-Channels).• Spearheaded Remote Banking (E-Channels) registration support through the outbound team.• Orchestrated effective administration, call center IT support, and inbound and outbound teams for customer servicing and complete call center operations.• Cultivated trainers and supervisors from within the team, emphasizing internal growth for key positions.• Delivered exceptional service support… Show more • Devised and implemented service-related processes for Remote Banking Channels (E-Channels).• Spearheaded Remote Banking (E-Channels) registration support through the outbound team.• Orchestrated effective administration, call center IT support, and inbound and outbound teams for customer servicing and complete call center operations.• Cultivated trainers and supervisors from within the team, emphasizing internal growth for key positions.• Delivered exceptional service support to product teams.• Created a performance measurement grid for the call center and staff, ensuring alignment with management satisfaction.• Maintained key call center performance indicators within acceptable parameters and the performance measurement grid.• Established rigorous controls and operations to mitigate reputational and fraud risks.• Launched a DR call center on a three-day notice and a dedicated support structure for privilege (priority) customers, which remains operational at MCB.• Implemented live connectivity between both units of the MCB call center to manage call overflow, optimizing resources and enhancing service levels. Show less

• Recruited and on boarded new executives for the MCB Call Center.• Educated new hires with comprehensive training programs tailored for the MCB Call Center.• Conducted refresher courses for the existing call center staff to ensure up-to-date knowledge and skills.• Redesigned processes for the call center and other bank products to enhance efficiency.• Rolled out the training manual and standard operating procedures (SOP) for the MCB Call Center successfully.

• Earned the Service Excellence Award for 2007 at the Consumer Conference for MCB.• Oversaw VIP customer handling at the MCB Call Center in the absence of priority banking services.• Undertook training responsibilities during the absence of the designated trainer at the MCB Call Center.

• Disclosed personal information regarding customers' bank, credit card, and loan accounts.• Overseen and rectified issues related to customer bank account management.• Facilitated and processed customer requests for various banking transactions over the phone.• Elucidated customer queries related to products and promotions.• Resolved and addressed customer complaints, requests, and inquiries.• Championed cross-selling opportunities based on customer… Show more • Disclosed personal information regarding customers' bank, credit card, and loan accounts.• Overseen and rectified issues related to customer bank account management.• Facilitated and processed customer requests for various banking transactions over the phone.• Elucidated customer queries related to products and promotions.• Resolved and addressed customer complaints, requests, and inquiries.• Championed cross-selling opportunities based on customer eligibility.• Cultivated and qualified leads for credit cards, loans, bank accounts, and investment opportunities.• Detected and addressed potential fraudulent activities, applying risk mitigation strategies.• Monitored team performance metrics such as login times, punctuality, cross-selling achievements, and average talk durations, while delivering daily performance summaries to management. Show less

• Resolute customer inquiries about products.• Addressed and resolved customer grievances related to credit cards.• Routed maintenance requests from customers to appropriate departments.• Assisted the activation and deactivation of credit cards.• Coordinated the activation and deactivation of debit cards.• Uncovered and approached potential credit card holders.• Investigated and elucidated issues related to financial statements, including detailing charges to… Show more • Resolute customer inquiries about products.• Addressed and resolved customer grievances related to credit cards.• Routed maintenance requests from customers to appropriate departments.• Assisted the activation and deactivation of credit cards.• Coordinated the activation and deactivation of debit cards.• Uncovered and approached potential credit card holders.• Investigated and elucidated issues related to financial statements, including detailing charges to customers.• Identified and acted on potential fraudulent activities, applying risk management strategies. Show less

• Provided product information to walk-in clients• Settled customer issues concerning their accounts• Administered cash and cheques on a daily basis• Delivered daily reports on sales, cash transfers, and bank activities to the head office• Coordinated all branch-related operations

• Led Mathematics instruction for Class X as mandated by the Board of Secondary Education• Taught Computer Science for Class IX following the Board's curriculum• Planned the scheduling and distribution of course content on a daily and weekly basis• Arranged and managed a variety of events, such as annual functions, workshops, picnics, fun fairs, and farewells.

• Spearheaded course oversight in alignment with Shah Abdul Latif University’s requirements• Guided students and orchestrated inspiring motivational events• Interfaced with the university for academic interactions• Curated seminars and workshops to immerse students in professional settings• Facilitated computer programming courses as a guest instructor