Usman Akram Email & Phone Number

London, Gb

London, England, United Kingdom

● Directed the strategic rollout of HSBC’s mobile account opening journey across multiple markets, working with technology and product teams.● Oversaw the end-to-end implementation of a mission-critical account opening journey, including prospect creation, electronic identity verification, customer due diligence, and fraud checks, targeting application submission in under eight minutes and achieving 50%+ straight-through processing.● Established efficient ways of working, mobilised discovery efforts for new markets, managed governance (regulatory approvals) and managed the global roadmap, addressing escalations and unblocking teams.● Led stakeholder engagement and built a strong transformation team, focusing on continuous improvement and high-level reporting through global and market Steering Committees.

London, England, United Kingdom

● Led implementation of the International 3.0 Digital Programme, driving a 15% increase in customer acquisition and a 23% reduction in turnaround times through automated bank account opening processes.● Designed a B2B referral management system to enhance international account opening journeys and support partnerships with other banks.● Delivered the India Domestic & International Customer onboarding application, optimising user experience and identity verification.● Spearheaded the design and implementation of a digital self-serve appointment booking system and SMS reminders, enhancing customer engagement and operational efficiencies.● Eliminated the need for proof of address documentation by implementing an address verification service for expatriates.● Integrated LiveChat (LivePerson) into account opening processes, providing real-time support for customer queries.● Recognised as a 'Top Performer' for Team leadership, consistently exceeding objectives and fostering Agile practices, enhancing team performance.

London, Greater London, United Kingdom

● Led deployment of the SaaS-based Qualtrics XM platform across 22 markets to track customer experience (NPS) through Mobile, Online Banking, and public websites.● Implemented an event-based 'Fraud Notification' service on iOS and Android, enabling real-time fraud alerts and secure customer actions, recognised with a 'Customer at the Heart Award.'● Directed the implementation of the ‘Global Offers & Rewards’ platform using Adobe Experience Manager, rolling it out across 30 countries to enhance customer engagement.● Spearheaded the launch of the Digital Wealth Insights website, integrating real-time third-party data across 50 countries double hatting as Technical Product manager, ensuring regulatory compliance and efficient content management.● Managed solution architecture, security assessments, and regulatory compliance for HSBC’s mobile apps, ensuring secure communication and governance across platforms.

London

● Designed a secure B2B authorisation (AuthZ) solution, enabling corporate customers to self-manage user access to account services.● Developed and maintained architecture documents, including conceptual architecture, functional specifications, and detailed technical designs.

London

● Designed and implemented a global portal, facilitating knowledge sharing, collaboration, and business process automation for RFI/RFP. ● Delivered a pilot for mobile device adoption, deploying iPads and Windows tablets, integrated with MobileIron (Mobile Device Management) for business development manager, enhancing mobile sales capabilities and remote working.● Designed enhancements to the bank’s bespoke CRM, improving prospect creation, data points for funnel, and sales tracking integrating with relational database, and implementing ETLs for QlikView dashboard.● Evaluated Salesforce and Microsoft Dynamics capabilities to replace bespoke with an industry-standard CRM solution, conducting an internal Clear Choice process.● Defined multi-year technology roadmap for CRM and Content publishing, outlining phased transitions from legacy systems to modern architecture, conducted impact assessments, risk mitigation, securing approval from the Design Authority and stakeholder approvals for strategic alignment.

London, United Kingdom

● Designed an asset management app with Business Process Management (BPM) for Domestic & General, automating digital media artifact creation for clients like Sony, Philips, and Samsung. Integrated Azure (VMs, SQL, AppFabric, CDN), SharePoint workflows, and Nintex for seamless automation.● Advised Vodafone and Domestic & General on cloud architecture strategy, conducting ROI analysis for Azure adoption and designing scalable, secure systems using best practices in cloud-native design.

Brentford, London, United Kingdom

● Architected and delivered Centrica's global intranet for 55,000 users for Content publishing and Enterprise search. Designed information architecture for user-friendly navigation, secure content storage, and separability. Planned infrastructure/topology considering usage, storage capacity, and user geolocation. Supported developers with application design patterns, packaging, and automated deployment scripts.● Analysed performance issues with RSSB’s knowledge management system, identifying bottlenecks in the application and database layer using code analysis and SQL profiling tools such as New Relic and SQL Server Profiler. Redefined application design to optimise performance. Led deployment of application changes and mentored the IT team to ensure architecture best practices across multiple technologies.● Advised Barclays, Disney, Michael Page, Clifford Chance and other clients on application architecture and cloud vs. on-premises solutions, providing tailored advice on solution designs, scalability, development roadmaps, migration strategy, business continuity and disaster recovery. Delivered solution designs based on Microsoft suite using Azure, Office 365, MS Dynamics CRM, MS SQL and custom applications.● Supported pre-sales efforts by delivering high-level architecture designs, RFI/RFP responses, and technical documentation to secure project wins. Demonstrated expertise in aligning technical solutions with business goals.● Led technology teams and mentored junior architects, fostering collaboration across engineering, business, and product teams to deliver solutions aligned with client expectations. Managed senior stakeholder relationships, ensuring effective communication of complex technical concepts.

Wimbledon, London

● Designed the CPS licensing system for the Civil Aviation Authority, integrating across three license management systems for real-time synchronisation via API-driven solutions, and integrating WorldPay and Sage for payment processing.● Architected and implemented a rules engine for qualification assessments for the National Assessment Agency, leveraging .NET and C# to create a scalable, event-driven system that managed certification and course requirements within the ‘Qualification and Credit Framework’.● Led the architecture and development of a document management and BI system for the Export Credit Guarantee Department, integrating MS SharePoint and SQL Server for robust document storage, and mentored the internal technical team on development practices and test strategies.● Developed a high-accessibility, multilingual public website for the Equality and Human Rights Commission, utilizing a responsive design framework, ensuring WCAG AAA compliance, and implementing custom workflows and a custom search provider.● Engineered dynamic forms and submission workflows for the Charity Commission’s accounts submission service, automating deployments and integrating with the existing CRM system.● Developed the Joint Assessment System for the Audit Commission, leveraging WCF and middleware for secure inter-departmental communication, supporting national inspectorate judgements, and developed custom web parts, workflows, and public web publishing with WCAG AAA compliance.● Built a secure live incident reporting application for the Deputy Prime Minister’s Office, integrating with DirectGov through SOAP APIs and middleware to provide fire stations with a real-time reporting tool.● Developed solutions for the Audit Bureau of Circulations, Northamptonshire Community Council, Beds & Luton Fire and Rescue Service, London Borough of Barnet and National Archives, focusing on systems integration, records management, web development, database development and reporting.

Greater London, England, United Kingdom

● Developed an automated online travel booking platform using ASP.Net, C#, JavaScript and MS SQL, transitioning the company from manual to digital booking processes with a user-friendly web interface.● Built a custom inventory management system, integrating with global providers via APIs to automate bookings, confirmations, and cancellations for hotels, flights, and car hires.● Created a case management system for booking administration, supporting customer service operations and streamlining workflow management with C# and T-SQL for real-time data processing.● Automated marketing campaign generation, leveraging inventory data to create campaigns for platforms like Teletext, Google, and Kelkoo, using backend integrations.● Collaborated directly with the founder, playing a key role in scaling the business by transitioning from manual systems to an online platform, ensuring adaptability and growth.

Msc, Software Engineering

Master's in Software Engineering with Research in Capability Maturity Model Integration

Bsc, Computer Science

BSc in Information Technology with specialisation in Computing

Course, Prince2 For Project Management

Activities and Societies: PRINCE2 Certified Practitioner - OGC certified Project Manager