Ibrar Javed Email & Phone Number

United Kingdom

San Francisco, California, Us

- Leading the experience function, managing a team of 6 members with an aim to deliver exceptional experience for eaters / delivery partners / restaurants during onboarding and post onboarding lifecycle on Uber platform- Coordinated with the EMEA / UKI Eats Leadership Team to devise strategic priorities for UKI; built detailed operational plans to execute various initiatives focused across 6 strategic areas- Owned the self-service, automation and support channel roadmap for the UKI market to enhance support experiences for our customers; collaborated with cross functional teams including product managers, engineers and commercial teams to execute roadmap strategy for product and tech features; led to 20% improvement in experience metrics, 20 bps reduction in support costs as % of revenue while keeping returns & appeasement budget as % of revenue flat; rolled-out chat support for couriers in the UKI market leading to 20% improvement in experience metrics; led efforts to launch chat channel for eaters leading to 30% improvement in experience metrics; - Proposed and secured buy-in from multiple stakeholders to rollout key midterm initiatives in the UKI market to improve experience for our customers; led efforts to onboard new BPO partner which led to ~ 10% improvement in experience metrics; rolled out premium customer support infrastructure for high value eaters in UKI; spearheaded roll-out of strategic workstream in the UKI to improve merchant experience for 6 most painful experiences for merchants by partnering with cross functional stakeholders; program managed the workstream and consolidated results of improvements post sprints; socialized the improvements with EMEA leadership team and restaurant account managers - Owned the planning and deployment of support infrastructure for scaling Groco vertical in the market

San Francisco, California, Us

- Leading the Community Operations function, managing a team of 100+ members with an aim to deliver exceptional experience for riders and drivers for both the in-person and virtual support channels- Devised customer support processes and policies for multiple modalities/channels in the market by collaborating with cross functional teams; optimized support policies to increase customer satisfaction scores while controlling returns & appeasement (R&A) budget – helped reduce R&A budget by 50 bps as % of gross bookings- Managed contact rate (CR) reduction workstream by focusing on automation and improvement in platform quality; collaborated with cross functional stakeholders including ops and central CommOps to deliver 120+ bps reduction in CR over 12 months which resulted in more than $160K reduction in support costs per month- Automated driver quality campaigns using python and Uber's internal APIs leading to improvement in platform experience- Rationalized in-person support footprint across Pakistan by moving to a more variable cost structure model; closed down in-person centers in certain cities and pushed in-person support to smaller spots / virtual channel; led to cost saving of more than $30K annually - Initiated efforts to improve in-person support quality metrics. Oversaw 12+ initiatives aimed at turning around the quality metrics; quality metrics increased by 35% over a 4-month period- Actively involved in the recruitment/org structure initiatives for the team; onboarded and mentored new team members; managed the roll-out of multiple engagement initiatives for the GL teams; lobbied with CommOps, Ops, Legal and LERT leadership to secure LERT consultants to support GL teams to improve security for GL teams; OSAT score of >85 in pulse surveys since 2018

San Francisco, California, Us

- Responsible for coordinating with multiple verticals within the Digital division to track progress on key performance metrics - identify and evaluate new initiatives of the verticals- Prepare regular updates on business performance for the Telenor board

Washington, District Of Columbia, Us

- Identified GIS tools for conducting location analysis for HIV clinics across 3 sites in Africa. Coordinated with the sites to collect relevant GIS data. Developed a model to identify locations for setting up new clinics to improve access to the clinics by 30%- Used R to implement regression models to investigate gender income gaps in the US using the NLSY 79 dataset- Developed predictive models in R to estimate patient spending by the hospitals; used clustering techniques to group hospitals based on the quality metrics; investigated the relationship between hospital spending and quality by developing regression models

Fornebu, No

· Successfully launched and managed a portfolio of 5 products accounting for 70% of total revenue for the division; responsible for end to end planning for multiple products; tracked and updated business projections for $72 million business portfolio through regular analysis of product performance, channel insights and competition· Led the market research for various products by collaborating with in-house and external teams; interpreted the findings to identify new opportunities related to the product ideas, design, pricing, channel and product communication· Coordinated with the engineering teams to prepare detailed requirement documents for the products; reviewed technical design documents with Engineering and UI teams; used agile methodology to manage iterative rollout of the products; managed the entire product development lifecycle from product concept to the production environment deployment· Developed and monitored plans for customer uptake, revenue generation, channel roll-out; collaborated with marketing, sales and pricing functions to finalize and deliver on P&L projections for the products; achieved 100% growth for international remittances product, increased loan repayment product revenue by 300% within 1 year· Led negotiations with external partnerships for products; partnered with business development, engineering, pricing teams to prepare technical proposals / demo and commercial terms; successfully signed up 20+ partnerships for payments, billing and international remittance products· Partnered with support teams to develop backend support processes for the products; monitored the support tickets from the customers to capture pain points and insights; funneled the feedback to the engineering for bug fixes and new feature development

Fornebu, No

-I had core involvement in launch of International Remittance (IR) business in easypaisa including both over the counter (OTC) and mobile account (MA) based services; Designed entire value chain for the services from product concept to commerical roll-out-Actively involved in entire process of bringing new sending partners on board including commercial agreement, technical integration, regulatory approval and commercial launch-Responsible for formulating customer and channel focused campaigns to ensure usage and adoption of the product; coordinated with Sales & Distribution and Marketing functions on ongoing basis to develop and deliver effective trade, channel and communication strategies

Lahore, Punjab, Pk

Intern (Operations and Brand Function):• Interacted with industry experts to investigate factors that correlate with price movements in the cotton industry of Pakistan. Developed time-series and regression-based forecasting models for predicting future cotton prices for Pakistani markets.

· Developed Xelleration’s offshore practice from scratch and focused it towards providing full range of Software Development Life Cycle (SDLC) services; managed the expansion of offshore operations from a 2-member team to 30-member team within 1 year; achieved the target of the offshore office generating 10% of the company’s revenue 6 months ahead of plan.· Led client engagements for the projects and drafted detailed requirements documents; formulated project plans and technical design document for the clients· Managed the team of engineers to successfully deliver multiple projects spanning various domains and technology platforms; developed BI decision support system using .NET, Informatica and Oracle 9i; engineered social networking portal using JAVA Spring / MySQL; automated document approval workflows flows using J2EE· Oversaw account management activities for all clients serviced from the offshore office; provided onsite and offsite account management services to clients in Singapore, Australia and USA

Pk

• Planned and implemented the outsourcing strategy for group MIS department. Collaborated with 25 executives across 6 different companies within the Nirala group to finalize the outsourcing strategy. The initiative allowed the department to achieve 30% cost reduction.

Prepared Assignments, Quizzes and conducted Labs and Tutorials

Master’S Degree, Public Policy And Management - Data Analytics

Mba, Marketing, Operations And Strategy

Bsc Hons, Computer Science

A-Levels

O-Level