Mastercard Certified Professional | Support and Services | Merchant Acquiring | ATMs | POS |Operations | Digital Transformation | Fintech | Card Processing

჻ Responsible to implement, support, and monitor the high-level technical issues with the aid and support of technical consultants as necessary resolve end user requests as and when requested.჻ Assist in the establishment and ensure compliance of operational unit’s short-term and long-term goals with overall corporate objectives.჻ Plan, staff, and supervise all assigned work unit activities through subordinate managers to ensure a cohesive operational unit.჻ Provide support to any number of projects from an operational, financial and resource standpoint.჻ Achieves operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.჻ Training and training need analysis report and to suggest internal training to enhance technical and managerial skills of staff.

჻ Keep Set and continually manage project and program expectations while delegating and managing deliverable with team members and stakeholders. ჻ Analyze indicators and performance, evaluate information and make recommendations. ჻ Delegate tasks and responsibilities to appropriate personnel. Monitor, track and control outcomes to resolve issues, conflicts, dependencies and critical path deliverables ჻ Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership ჻ Understand interdependencies between technology, operations and business needs ჻ Participate and/or drive feasibility studies, vendor selections and proposals for evaluation by appropriate key stakeholders ჻ Act as an internal quality control check for the project ჻ Develop and manage all aspects of project and program engagement from planning, external vendor relationships, communications, resources, budget, change, risks and issues

჻ Keep close liaison and coordination with internal & external stack holders on new initiatives and its implementation ჻ Keep track of initiated projects and liaise with clients. ჻ Develop time bound specific performance indicators for relevant team members ჻ Monitor and report progress and performance of projects and regional teams. ჻ Generate timely status reports along with forecasts related to project completion. ჻ Develop a detailed dashboard to monitor progress on project implementation. ჻ Analyse project implementation progress, identify shortfalls, issues, bottlenecks and suggest solutions.

჻ Keep close liaison and coordination with internal & external stack holders on new initiatives and its implementation ჻ Keep track of initiated projects and liaise with relevant regional managers and coordinators. ჻ Monitor and report progress and performance of projects and regional teams. ჻ Develop a detailed dashboard to monitor progress on project implementation. ჻ Analyze project implementation progress, identify shortfalls, issues, bottlenecks and suggest solutions. ჻ Keep close liaison with regional MIS coordinators to collect data and consolidate information. ჻ Provide problem-solving support, training on new models and applications and evaluate progress. ჻ Responsible for ensuring provision of services to MPay customers as per SLA in the country, manage service and support operations for client satisfaction. ჻ Optimisation of resources, both in terms of man-power and equipment / inventory ჻ Develop staffing and hiring plans in conjunction with call volume and client forecasts. ჻ Provide client services and support function subject-matter expertise, both with existing clients and in new business development activities as required. ჻ Lead, Manage, Hire, mentor, and develop high-performance functional teams. ჻ Overall staff management & supervision through respective Coaches and AM (Service Operations) to ensure timely resolution of the problems. ჻ To oversee daily complaints, resolution time and taking corrective actions to keep response & resolution time within defined SLA. ჻ To ensure continuous services improvement through strategic planning and analysis in coordination with Directors. ჻ To depute execution team on projects on as and when required basis. ჻ Preventive Maintenance schedule implementation & execution in coordination with team. ჻ Forecasting parts requirement and plan to maintain minimum inventory level of parts

჻ Build strong and positive relationships with clients at various levels ჻ Manage technology radar meeting with key operators and work with them to execute in-device customization projects. ჻ Product acceptance activities (planning, managing, execution) with selected customers. ჻ Technical analysis of reported errors and interpretation of operator requirements. ჻ Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements჻ Feedback any important client information to Client Services Team. ჻ Responsible for undertaking project work across the team as required participation in reference groups, training and testing on new functionality etc. ჻ To Manage and document all technical projects carried out with clients ჻ Proactive regular meetings with clients to review infrastructure requirements, systems capacity and other technical requirements. ჻ Regular meeting and contact with clients to review service quality, service issues, satisfaction with technical services and keeping clients informed about the progress of any promised action or remedy

჻ Responsible to implement, support, and monitor the high level technical issues with the aid and support of technical consultants as necessary resolve end user requests as and when requested.჻ Assist in the establishment and ensure compliance of operational unit’s short-term and long-term goals with overall corporate objectives.჻ Plan, staff, and supervise all assigned work unit activities through subordinate managers to ensure a cohesive operational unit.჻ Provide support to any number of projects from an operational, financial and resource standpoint.჻ Achieves operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.჻ Training and training need analysis report and to suggest internal trainings to enhance technical and managerial skills of staff. ჻ Preventive Maintenance schedule implementation & execution in coordination with team.

჻ Responsible to analyze and resolve day to day production, Switch, Member banks and 1Link related issues efficiently and smoothly. ჻ Provide support to member banks and internal teams for POS acquiring, AS400 and also for MCB ATMs, Euronet / MCI / VISA / POS / Mobile Topup / Bill Payment Processing. ჻ Facilitate SBP, member banks and CBG for their MIS requirement. ჻ CMS (Complaint Management System) ჻ AS/400 – (to handle ATM addition, card renewal and other queries) ჻ Part of certification team for MasterCard MagStripe Acquiring and VISA issuing & acquiring certifications, ჻ Coordination with VISA Systems / MasterCard international team for various case discussions, submission of certification scripts. ჻ Provide advice, guidance, and direction to subordinate executives and managers toward their professional development. ჻ Monitoring availability and flow of personnel as well as hiring, motivating and assigning teams to projects. ჻ Involved in staff appraisals and recruitment ჻ Involved in different acquiring and issuing projects.

჻ Responsible to analyze and resolve day to day MNET production, Switch, Member banks and 1Link related issues efficiently and smoothly. ჻ Provide support to MNET member banks and internal teams for POS acquiring, AS400, Base24 & HGM, also for MCB ATMs, Euronet / MCI / VISA / POS / Mobile Topup / Bill Payment Processing.჻ Facilitate SBP, member banks and CBG for their MIS requirement. ჻ Member Banks CMS, ATM support, debit card embossing and printing.჻ CMS (Complaint Management System)჻ AS/400 – (to handle ATM addition, card renewal and other queries)჻ Part of certification team for MasterCard MagStripe Acquiring and VISA issuing & acquiring certifications, ჻ Coordination with VISA Systems / MasterCard international team for various case discussions, submission of certification scripts. ჻ VISA EMV card certification and EMV POS device (ADVTK) certification for various banks.჻ MCB's ATM & POS Acquiring Channel Enhancements, Testing, Support and Management ჻ Worked in POS profiles configuration software i.e. TNMS (Terminal Network Management Systems) and TMS (Terminal Management System) for VeriFone POS devices჻ Worked with CMS (Card Management System)჻ Provide advice, guidance, and direction to subordinate executives and managers toward their professional development.჻ Monitoring availability and flow of personnel as well as hiring, motivating and assigning teams to projects.჻ Involved in staff appraisals and recruitment ჻ Involved in different acquiring and issuing projects.

჻ Responsible for ensuring provision of services to MEEL customers as per SLA in the country and manage service and support operations for client satisfaction.჻ Optimization of resources, both in terms of man-power and equipment / inventory ჻ Develop staffing and hiring plans in conjunction with call volume and client forecasts. ჻ Provide client services and support function subject-matter expertise, both with existing clients and in new business development activities as required.჻ Lead, Manage, Hire, mentor, and develop high-performance functional teams.჻ Pursue and support diverse initiatives as required by management.჻ Maintaining discipline and ensuring implementation of all company policies and procedures at country level in every area of operation. ჻ Overall staff management & supervision through respective Coaches and AM (Service Operations) to ensure timely resolution of the problems. ჻ To oversee daily complaints, resolution time and taking corrective actions to keep response & resolution time within defined SLA. ჻ Involved in staff appraisals and recruitment ჻ Training and training need analysis report and to suggest internal trainings to enhance technical and managerial skills of staff. ჻ To ensure continuous services improvement through strategic planning and analysis in coordination with Directors. ჻ Conducting periodic surveys on customer satisfaction and prepare analysis report.჻ To depute execution team on projects on as and when required basis, after discussing and approval of the Director & CEO჻ Preventive Maintenance schedule implementation & execution in coordination with team.჻ Forecasting parts requirement and plan to maintain minimum inventory level of parts.

჻ Installation & configuration of OS, Antiviruses and other end user required Software & applications.჻ Lead, manage, and develop, a high performance client support organization. ჻ To ensure continuous services improvement through strategic planning and analysis in coordination with CEO.჻ Manage service and support operations for client satisfaction.჻ Hire, mentor, and develop high-performance functional teams.

჻ Developed the Intern Database System for Groom 2002 Internship Project.჻ Keep the track of all candidates and get them placed in appropriate Software House჻ Performed Administrative & Technical tasks ჻ Database Management჻ File Management჻ Office Assistance, Test & Interview჻ To conduct the test for the “Groom” Project.

჻ Installation & configuration of OS, Antiviruses and other end user required Software & applications.჻ Lead, manage, and develop, a high performance client support organization. ჻ To ensure continuous services improvement through strategic planning and analysis in coordination with Director.჻ Manage service and support operations for client satisfaction.჻ Hire, mentor, and develop high-performance functional teams.