Muhammad Umar Email & Phone Number

•Head of the Product Operations Department and managing 190+ resources in team who are working 24*7*365.•Instrumental in new client business/program implementation in USA and around the globe.•Product setup, system/program configurations to execute smooth and seamless transaction processing and assistance clients to launch their business.•Weekly/monthly calls with USA clients and of other regions to discuss escalations, issues and preemptive measurements ensuring to provide quality services.•Weekly/monthly online meetings with US based executive teams, discussion on challenges being faced by clients and how to address them inalterably.•Responsible for planning and supporting team with appropriate knowledge, skillset, and vision to interact with various clients/financial institutes/fulfillment house and gateways.•Plan operational improvements, resolve operational problems and take corrective action to ensure effective operations.•Participation in proactive team efforts to achieve departmental and company goals including working closely with the Product, Solution and Engineering/Dev Ops team.•Defining strategies and complete plan of migration of card program services to one processor to another processor.•Participation in capacity planning meetings with strategic partners for business growth. •Focus on an in-depth understanding of Prepaid Card, Debit (Auth Host) product and services.•Responsible for Network Settlement & Reconciliation of (Visa, MasterCard, Discover, American Express, FIS, Fiserv, Union Pay) and focus on automation of reconciliation activities.•Manage projects related to other teams including opportunities for process improvement and risk reduction.•Develop, implement and utilize management reporting systems for better scheduling, progress on escalated Jiras/tickets, Dashboard to monitor activity and ensuring set SLA’s with clients are met.•Developed KPI’s /metrics to measure team’s performance and skills metrics to identify domain gaps.

•Managing a team under the Technical Product Support Department and which is responsible for providing 24*7*365 support to clients, financial institutes, networks (Visa, MasterCard, Amex, Discover, and UnionPay).•Ensure effective collaboration and adherence to vendor service level agreements (SLAs).•Develop comprehensive operating procedures and workflows for various stakeholders involved in the initiative.•Collaborate with cross-departmental teams (compliance and customer support) to gather input and create a holistic plan for addressing customer inquiries, compliance issues, and inbound requests.•Monitor tickets/Jiras to ensure the highest level of quality, turnaround, and delivery.•Drives customer escalated issues and all efforts towards an effective resolution. •Understands product solutions (high level) and business drivers to support prioritization and management of work in accordance with business needs. •Identifies and fills evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team.•Frequently assess team skills, knowledge, usefulness of available resources, and support tools.•Actively work with the Training/System Manager, and PMOs to address gaps.•Maintain regular (preferably bi-weekly) one-on-one meeting schedules with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs. •Monitor and respond to technical escalations as needed solving systemic issues permanently.•Continuously provide opportunities for team members to actively develop marketable skills. •Provides regular status updates to management, adding clarity and visibility.•Ensure compliance of processes.•Analyze the impact on, and risk to, essential business functions or information systems to identify acceptable recovery periods and resource requirements.•Weekly/monthly calls with USA clients to discuss escalations, and issues.

•Managing a team under the Product Operation Department and which is responsible for providing 24*7*365 support to clients, financial institutes, networks (Visa, MasterCard, Amex, Discover, and UnionPay).•Ensure effective collaboration and adherence to vendor service level agreements (SLAs).•Develop comprehensive operating procedures and workflows for various stakeholders involved in the initiative.•Collaborate with cross-departmental teams (compliance and customer support) to gather input and create a holistic plan for addressing customer inquiries, compliance issues, and inbound requests.•Monitor tickets/Jiras to ensure the highest level of quality, turnaround, and delivery.•Drives customer escalated issues and all efforts towards an effective resolution. •Understands product solutions (high level) and business drivers to support prioritization and management of work in accordance with business needs. •Identifies and fills evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team.•Frequently assess team skills, knowledge, usefulness of available resources, and support tools.•Actively work with the Training/System Manager, and PMOs to address gaps.•Maintain regular (preferably bi-weekly) one-on-one meeting schedules with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs. •Monitor and respond to technical escalations as needed solving systemic issues permanently.•Continuously provide opportunities for team members to actively develop marketable skills. •Provides regular status updates to management, adding clarity and visibility.•Ensure compliance of processes.•Analyze the impact on, and risk to, essential business functions or information systems to identify acceptable recovery periods and resource requirements.•Weekly/monthly calls with USA clients to discuss escalations, and issues.

Lahore, Punjab, Pakistan

• Provided an excellent customer experience for all assigned accounts, by anticipating and resolving customer issues in a manner that exceeds customer expectations.• Participation in prepaid Expo (Las Vegas, Nevada), detail discussions with Networks (MasterCard, Visa) and Load Center (Western Union, Money Gram) and clients who visited.• Preparation of Action Register which includes clients reported tickets/issues and recent updates from different stakeholder of Engineering group.• Daily/Weekly/Monthly calls with clients to ensure their every issue is being resolved in defined timelines.• To work in a close team environment, with a wide range of responsibilities and backed by the resources of a global company.• Leading 24*7 operations and managed around 25 resources.• Ability to work effectively on many multiple tasks (occasionally at high stress).• Provide Support training to the customer's and domain sharing within team.• Performed on-call duty, to assist customers with emergency issues, during and occasionally outside regular business hours.• Manage the technical relationship of a group of customers on a long-term basis.• Technical leadership and guidance across all business as usual and project activities within the customers environment.• Provide input and direction for recommendations and solutions towards the improvement of the customers environments.• Participation in different meetings on weekly and monthly basis with management.• Participation in Kick Off call for clients in Implementation Phase.• Understanding of business use-case, provide them details of features of products which are available as per their business use-case.• Validated setup services and products are working w/o any error and all changes are incorporated in system.• Participation on calls with clients and walk-through sessions of different applications.

• Worked in worldwide support group ITIL base environment as Team Lead for assigned clients.• Accountable for a range of activities including application support, analysis of technical issues performing troubleshooting, testing, and verification.• Executing challenges of highly technical nature on one hand and customer interaction on the other hand.• Provided technical support including configurations of all products to live and offline customers.• Verification of reported bugs in production environment.• Responsible to fast resolution with high quality of any technical issue raised by clients and customers.• Ensured on time reconciliation activities completion for network like Visa, MasterCard, Discover, American Express, FIS etc.• Responsible for reconciled reports and deliverables to Financial Institutions, Banks, and different clients.• Establish customer satisfaction through meeting or exceeding customer SLA expectations.• Handled multiple bridges for quick resolution of reported problems.• In house trainings provide to team member to enhance their skills.• Knowledge of ticketing system and complete cycle of issue resolution. • Assisted team members in troubleshooting different problem and helped to identify root cause.

Lahore, Punjab, Pakistan

• Time estimation, sizing efforts and schedule Quality Control activities.• Assisted in resolution (of any problems) encountered by Software Quality Assurance Engineer/s during the review.• Identified potential bottlenecks, problem areas and risks to the project.• Discussed project Test plan and project schedule with QA Manger with input from the SQA Engineer/s comprising their estimation of efforts and assisted them in planning.• Monitored, distributed, and assigned work/sections of the documents to the SQA Engineer/s for preparation of the test plan.• Test planning, designing, execution and reporting (Test Case/Scenarios Execution and overall Status) of project• Performed Black box and Grey box Testing covering Installation, Sanity, Functionality, Integration, Regression, System and Security Testing• Assured final shipment package and coordinated with the Software Quality Assurance Engineer/s for Shipment Assurance.• Received and logged SDR's (Software deficiency reports) in Test Director after Shipment Assurance and as necessary coordinated team members to check and verify the problem. • Perform Test Management using Test Director8.0• Administration of Test Director 8.0• Team management, coordination and assistance to team members playing the role of Team Lead.• Participated in Process Development to write the procedures for the processes of CMMI Level-II.• Performed and assured all QA/QC activities are being performed according to ISO and CMMI processes set in organization

• Participated in analysis meeting to understand client requirements and system functionality.• Reviewed Software Requirement Specification, Functional Specification, Issues, or any other technical document. • Discuss various section of documents with Business Analyst and Quality Assurance Manager.• Test Designing: writing of test scenarios, test cases and test data generation as per specifications.• Performed testing as per acceptance test criteria.• Functional Testing Using Black Box & Grey Box Testing techniques.• Execution of test cases and reported issues/bugs using Test Director 8.0.• Performed shipment package testing as per requirements.• Participated in review of deliverables.

• Reviewed Software Requirement Specification, Functional Specification or any other technical document and provided feedback.• Test Designing: writing of test scenarios, test cases and test data generation as per specifications.• Performed testing as per acceptance test criteria.• Functional Testing Using Black Box & Grey Box Testing techniques.• Execution of test cases and reported issues/bugs using Test Director 8.0.• Performed shipment package testing as per requirements.