Umer Naeem Email & Phone Number

Karachi, Pk

Karāchi, Sindh, Pakistan

•Developing and executing a comprehensive digital strategy for front end channels aligned with business objectives. Identify and capitalize on emerging digital trends and technologies to maintain a competitive edge.• Worked as an integral member of the organization's core team over the past few years and played a key role in spearheading advanced organizational transformation initiatives. • Work with Digital Team as partners to identify business growth opportunities, solve problems, and… Show more •Developing and executing a comprehensive digital strategy for front end channels aligned with business objectives. Identify and capitalize on emerging digital trends and technologies to maintain a competitive edge.• Worked as an integral member of the organization's core team over the past few years and played a key role in spearheading advanced organizational transformation initiatives. • Work with Digital Team as partners to identify business growth opportunities, solve problems, and deliver solutions which encompass digital penetration and inclusion of customers. • Lead the project to develop and implement CRM system within the organization mainly involved integration with core banking system. • In the capacity of Head of Digital Channel Development, I led a sizable team tasked with driving Channel Development initiatives for innovative banking methods.• Managed the implementation of an enterprise-wide CRM system with a $1.0M budget that led to boost for data innovation, reduced customer services TATs, providing one window operations and Omni-Channel Platform. • Introducing new customer touch points and experiences to HBL customers, partner closely with technology and digital banking. • Developing strategies for enhancing and improving UI/UX experience for internal customers of the bank (front end channels). • Build complete mechanism and platform for backend support HBL front end channels including Roshan Digital structure, Mobile Banking and Whats App banking support, Social Media support. • Managed over all technology projects for the worth of $2.0M in last 3 years. Managing one of the largest Contact Center teams in the industry of about 600+ individuals serving customers and providing digital services to HBL consumers from different segments. • Leading the Digital sales and service teams, customer experience team and the Digital front end / back end for customer cross-sell, engagement, and service. Show less

Karachi, Pakistan

Saudi Arabia

As Senior Project Manager – Retail Banking & CRM Responsibilities: • Responsible for project management activities to successfully manage end-to-end Retail Banking projects mainly for CRM, E-banking, Credit card, & Contact Centers. • Managing overall Retail banking Siebel CRM CRs for new and existing changes. • Responsible for develop controls through processes, perform business process re-engineering (BPR), analysis for recommending improvements mainly in call center.… Show more As Senior Project Manager – Retail Banking & CRM Responsibilities: • Responsible for project management activities to successfully manage end-to-end Retail Banking projects mainly for CRM, E-banking, Credit card, & Contact Centers. • Managing overall Retail banking Siebel CRM CRs for new and existing changes. • Responsible for develop controls through processes, perform business process re-engineering (BPR), analysis for recommending improvements mainly in call center. • Responsible for divisional portfolio management for CRM related activities. • Work as business consultant for CRM transformation program for Riyad Bank included operational and technology changes. • Managing the Business, Technology, and Operations and other external stake holders (vendor) across the project to ensure all parties are aligned to a common goal.• Participating in the BRD, RFP, Risk Assessment, Business Case development process to produce brief for the projects. • Keeping management updated with the progress, risks and issues through regular communications and periodic presentations. • Play a vital role in developing and executing the business strategy to effectively identifying and evaluating organic and acquisitive growth opportunities that align with strategic corporate objectives. Projects:  CRM revamp for call center. Enterprise Loyalty Reward with Oracle CRM. Riyad Bank call center transformation to contact center.  Credit Card Instant Issuance Project. Retail banking sales and services digitization project.  CRM Segmentation, implementing Siebel Marketing module.  Location based offerings to customers.  Mobile CRM Social Media Marketing – Cloud Show less

Al-Riyadh Governorate, Saudi Arabia

Pakistan

Responsibilities: • Responsible for overall Contact Center Operations, Training, Transaction Monitoring, Quality and Mobile Banking Unit. (Approx. team of 130 staff) • Lead and manage all the CRM related enhancements, developments and changes for Siebel CRM system. • Manage Contact Center cost takeout, contact center optimization, revenue generation, and business process optimization projects and initiatives. • Develop and propose strategy for promoting Direct Channels… Show more Responsibilities: • Responsible for overall Contact Center Operations, Training, Transaction Monitoring, Quality and Mobile Banking Unit. (Approx. team of 130 staff) • Lead and manage all the CRM related enhancements, developments and changes for Siebel CRM system. • Manage Contact Center cost takeout, contact center optimization, revenue generation, and business process optimization projects and initiatives. • Develop and propose strategy for promoting Direct Channels (i.e. Mobile banking, e-Statements, SMS & Internet Banking); strong focus on development, enhancement and profitability via Contact Center. • Lead integration projects with Avaya, Aspect, and Cisco along with Siebel CRMs. • Lead and implement customer experience enhancement initiatives. • Drive business process improvements for effectiveness in supporting the customer's strategic business goals.• Drive channel migration and CRM integrations with the objective of reducing the cost of bank wide service delivery. • Managing complete technology infrastructure of the contact center. • Revenue generation target through inbound for consumer finance, Banc-assurance and ADC products. • Responsible Business Continuity Management (BCP), and Disaster Recovery Management. Project Manager for CRM, E-banking & Contact Center projects:  Siebel CRM deployment in Call Center as complete front end application. IVR Revamp project  End to end Avaya telephony for call center inbound on SIP technology  Avaya IVR (Avaya voice portal)  Avaya Proactive Outreach Manager (outbound IVR)  Work Force Management Avaya Interaction center for integration with Siebel CRM  Quality Management, Performance management and e-learning modules Show less

Karachi

Project Manager for RBS & Faysal Bank Merger – CRM Projects  Integration of front-end CRMs using in contact centers at both the banks.  Integration of CRM with middle-ware.  Business Process Re-engineering (BPR) for Retail Banking

Karachi

• Responsible for costing and budgeting for Retail Banking project’s pertaining to Call Center Inbound / Outbound Operations and for Service Quality Technology related projects. • Including preparation of BRD’s (Business Requirement Documentations), Functional Specification Document’s with vendors, Scope of Work (SOW), Availability of Technology Test Environments for UAT. • Responsible for complete Project Management and coordination with all the stake holders including internal and… Show more • Responsible for costing and budgeting for Retail Banking project’s pertaining to Call Center Inbound / Outbound Operations and for Service Quality Technology related projects. • Including preparation of BRD’s (Business Requirement Documentations), Functional Specification Document’s with vendors, Scope of Work (SOW), Availability of Technology Test Environments for UAT. • Responsible for complete Project Management and coordination with all the stake holders including internal and external to the delivery of project tracks. Show less

Pakistan

Major Projects • Project to the Moon (expansion of Standard Chartered branch network)Being a Project Coordinator I have involved & responsible for implementation of complete Technology Infrastructure setup required for launching a Branch, this includes installation of PABX, Network Connectivity, Router & Switches, ATM Machine, CDM Machine, Servers for Core Banking Applications, Racks Placement, IT Data Center in Branch etc. I learn project execution, management and budgeting from… Show more Major Projects • Project to the Moon (expansion of Standard Chartered branch network)Being a Project Coordinator I have involved & responsible for implementation of complete Technology Infrastructure setup required for launching a Branch, this includes installation of PABX, Network Connectivity, Router & Switches, ATM Machine, CDM Machine, Servers for Core Banking Applications, Racks Placement, IT Data Center in Branch etc. I learn project execution, management and budgeting from this and also am able to work under stress to meet deadlines• Global Market / Dealing Room Project (biggest dealing room in Pakistan for a bank with 75 seats) Establish a new setup for Global Markets / Treasury by implementation of state of the art technology for dealers. This setup is compromises of latest technology equipment’s including BT telephony system (first time in Pakistan), NICE recording machine, WEY technology, Speaker Bus system, Bloomberg etc. • Cost saving projects Implementation of GSM gateways for mobile-to-mobile calls Implementation of LDI services (least call routing) for international and domestic calls Pre-paid card solution for telesales units • Job Description as Telecom Engineer Management of Telecommunication infrastructure of bank including Call Centers in Karachi and Lahore, Head Office, Operations and all the SCB branches in Pakistan Show less

Bs. Computer Engineering, Computers

Ssc, Science