As the Senior Product Manager at Pakistan's No.1 Digital Financial App, I lead a team of product managers to manage core products with over 11 million users. Throughout my tenure, I have successfully led the product life cycle from ideation to product growth, resulting in improved customer experiences and business growth.I am adept at creating comprehensive BRDs, product launch plans, and marketing strategies that align with business objectives. Additionally, I am committed to ensuring the good health of the product by having minimum failure rate and tracking daily growth numbers, funnels, data, trends, and metrics.In my role, I am responsible for planning and executing the product strategy and roadmap, which requires close collaboration with design teams to produce top-notch UI/UX. Through effective teamwork and project management, I have consistently delivered successful products that have driven business impact.My skills include expertise in FinTech, project management, product management, and teamwork, which have enabled me to effectively lead cross-functional teams and deliver results.

Product manager of digital channels and responsible to develop the product roadmap for the new developments and initiate the process for product enhancementsIdentify key improvement areas for product improvement to achieve business targets for My Telenor app and Telenor commercial websiteOwnership of UI/UX of the My Telenor app to ensure a good user experienceEstablishing controls on all stages of the product development cycle, managing internal and external stakeholders for timely and successful product rolloutsTo ensure the good user experience monitoring of app trends on installs, engagement, uninstalls, retention, screen views and journey fulfillment and deep dive into these trends to figure out the areas of improvementMonitoring of essential KPIs on the My Telenor App and Telenor website to track health and performance on a regular basisManaging end to end partnership process in alignment with business targetsIdentify opportunities for new features and areas of improvement in existing products

Product ownership from ideation to launch and operationalizing the digital products for the company. Product owner of B2B corporate portal for Jazz B2B segment, responsible for roadmap and timely delivery of the featuresLead Company's key automation initiative i.e. Robotic Process Automation. Use cases automated for finance, CCD and procurement teams.Managed the first of it's standard AI based chatbot initiative of the organization and its integration with social media, internal and external channels.

Process designing and implementation keeping customer’s experience in mind.Identifying the need for usability testing of company products.Conducting usability testing through external vendors to ensure our products are well understood by customers.Suggesting changes in process to improve bottom up and top down NPS.Customer journey mapping and ensuring good customer experience after every interaction with the customer at all touch point.

Responsible for offering training in a job-specific area. Focuses on teaching specific areas of knowledge or on-the-job capabilities needed for certain positions.By using the available data and trends identify and assess training needs within the company and meet with stakeholders to ascertain need of training and selection of topics and creation of training contentConducting researches and surveys to check the effectiveness and efficiency of training Created first eLearning platform for online training for franchise, sale and retail staff and managing the training budget

Call monitoring and identifying the training/ coaching need of call center team and conduct product and soft skills training to call center teamTo ensure the good quality standard continuously revamping the call monitoring system and preparing the trend analysis of call center, team and individual performanceProviding actionable data to various internal support groups as needed

Providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position was responsible for assisting the manager with development, analyses and implementation of staffing.

Serving customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database.Selling additional services by recognizing opportunities to up-sell accounts; explaining new featuresUpdating job knowledge by participating in educational opportunities

Worked with Contact Center Team, to help the customer over Ufone helpline services.Provide solutions to Ufone corporate Customers through corporate queue.