Implementing Oracle Cloud HCM, Payroll, and HR Financials in Habib Bank Limited for Pakistan as well as for 12 International Countries including US and UK.  Implementation of following Modules of Oracle Fusion & Taleo are in progress for Pakistan and International rollout Taleo Recruit  Taleo Onboarding (Transition)  Taleo Learn Fusion Profile Management  Taleo Social Sourcing  Goal Management Performance Management… Show more Implementing Oracle Cloud HCM, Payroll, and HR Financials in Habib Bank Limited for Pakistan as well as for 12 International Countries including US and UK.  Implementation of following Modules of Oracle Fusion & Taleo are in progress for Pakistan and International rollout Taleo Recruit  Taleo Onboarding (Transition)  Taleo Learn Fusion Profile Management  Taleo Social Sourcing  Goal Management Performance Management  Succession Management  Talent Review Show less

 Responsible for end to end implementation of cloud based Oracle Fusion HCM cloud based solutions in coordination with HR functions Manage and monitor HR projects and report on progress to ensure projects meet the established targets POC for review of HR department by Internal Audit on HR Process Optimization, review by Risk Management on potential HR risk Generate HR critical projects dashboard, under guidelines of EPMO department and HR Situation board related to HR Matrices… Show more  Responsible for end to end implementation of cloud based Oracle Fusion HCM cloud based solutions in coordination with HR functions Manage and monitor HR projects and report on progress to ensure projects meet the established targets POC for review of HR department by Internal Audit on HR Process Optimization, review by Risk Management on potential HR risk Generate HR critical projects dashboard, under guidelines of EPMO department and HR Situation board related to HR Matrices  Identify and incorporate HR automation need, and also work as single point contact for all HR automation planning and execution Responsible for the availability of accurate business critical information in all systems for smooth day to day operations Coordination and follow up with IT team for HR system automations and timely resolution of employees’ issues related to the systems Responsible to manage accurate employees’ information related to their reporting lines, locations and departments names and alignment with Finance, Payroll and IT systems Responsible to maintain the historical performance achievement and annual rating data of all individual for reporting and analysis prospects Update the departmental organograms in consultation with the HR functions heads, HR Director and with concerned departments POCs Assist Manager OD for departmental target settings which are aligned with the organizational strategy Setting timelines for target settings and target evaluations for all individuals, line managers and HoDs so that KPI payout report can be prepared timely for the payroll processing on monthly basis Coordinate and follow up with employees, line manager, departmental POCs and HoDs to ensure the target settings and target achievements are locked in the system as per defined timelines Generate and prepare accurate KPI payout report of all permanent employees and share with Compensation and Benefit team for the payroll processing on timely basis Show less

• Forecasting: Historical data archiving, Identification of outliers, using forecasting techniques like moving average methods, regression modeling etc. • Capacity Planning: Planning for resource capacity according to skills and queues, calculation of workload and resource optimization• Scheduling of Team/resource: Designing of equal, unbiased and balanced block based scheduling pattern, rosters, and assign scheduling rules of resources are allocated a specified number of events… Show more • Forecasting: Historical data archiving, Identification of outliers, using forecasting techniques like moving average methods, regression modeling etc. • Capacity Planning: Planning for resource capacity according to skills and queues, calculation of workload and resource optimization• Scheduling of Team/resource: Designing of equal, unbiased and balanced block based scheduling pattern, rosters, and assign scheduling rules of resources are allocated a specified number of events over a period of time• Headcount Management: Maintenance of complete headcount of permanent & contractual staff, issuance of deficit report, and providing procedures for attrition control (reduced overall attrition to 5%) • Management of Information System (MIS) • Inter / Intra-day scheduling optimization• Contingency planning (for known and unknown events) includes resource planning, shift timings optimization, transportation availability and backup planning• Reporting and Analysis• Call Center Budgeting (CAPEX / OPEX ), Cost to Serve Model Maintenance• Permanent Staff Monthly KPI’s and EDA’s• Reporting Tools Performance Monitoring and Call Center solution Vendor Meetings for new developments• Payroll and benefits, Agents Salary, Incentive and EDA Processing of Contractual Staff• Need based analysis as per requirement of Management• KPI calibration with departmental goals and target on regular intervals Show less

•Complaint Management Center (CMC): All complaints which are being made by Call Centers, Service Centers and franchises in all over the Pakistan are catered.•Analyzing complaints, making them resolved, provide feedback to customers.•Corporate Billing Calculator is to enhance the corporate client usage by increasing number of calls and free resources while keeping the monthly billing constant.•Service Level Analyzer-Other Departments; which analyze the service level of… Show more •Complaint Management Center (CMC): All complaints which are being made by Call Centers, Service Centers and franchises in all over the Pakistan are catered.•Analyzing complaints, making them resolved, provide feedback to customers.•Corporate Billing Calculator is to enhance the corporate client usage by increasing number of calls and free resources while keeping the monthly billing constant.•Service Level Analyzer-Other Departments; which analyze the service level of all other departments where CMC route complaints for resolution Show less

Responsible for ensuring the best customer services in the competitive market of Telecom industry and to maintain the standards as the leading cellular company in Pakistan.I worked in IRU (Investigation and Resolution Unit Islamabad) for the different projects and to get the knowledge of back end job.IRU Projects: Work Load Management for VAS, GPRS, and INFORMATION: when I joined the IRU (Investigation Resolution Unit the Back end team) was facing an issue with the work load… Show more Responsible for ensuring the best customer services in the competitive market of Telecom industry and to maintain the standards as the leading cellular company in Pakistan.I worked in IRU (Investigation and Resolution Unit Islamabad) for the different projects and to get the knowledge of back end job.IRU Projects: Work Load Management for VAS, GPRS, and INFORMATION: when I joined the IRU (Investigation Resolution Unit the Back end team) was facing an issue with the work load management. I worked on different aspects and finally came up with following final analysis which were implemented in got the desired results of Work Load Management•Completed activities / hour / day / week / month with and with out issue•Number of Man power (CSRs) required catering the activities by optimum utilization of the resources to get the A+ productivity.•FAR (First Activity Resolution of GPRS) to improve the service LevelProposed RAM (Random Activity Monitoring) & Activities Evaluation Distribution: Team wise RAM Activities monitoring by both the Quality Assurance and QA&T were proposed and 15 activities to be evaluated per CSR and finally both were implemented.IRU Presentation was given to the Director Customer Services which portrays the over all working of IRU, action plans and work flow was made by me. Show less