Yusuf Gain Email & Phone Number

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, Australia

• Facilitate sprint planning and daily stand-ups with team members and assist the team to overcome challenges and impediments.
• Lead discovery workshops with clients as well as internal stakeholders.
• Elicit and analyse customer requirements and convert to scope, user stories, wireframes (mock applications) and product requirements.
• Work closely with the development team and testers through development to product testing and delivery.
• Prepare project schedules and coordinate activities between internal teams, vendors and customers.
• Monitor and track progress, prepare status reports, coordinate tasks and activities directed towards completing the project goals.

Dubai, United Arab Emirates

• Support the digital business strategy for the region, along with close coordination with the senior business and technology stakeholders.
• Support the roll-out and commercialization of multiple digital product offerings in the region, ensuring successful interoperability with existing systems/solutions.
• Active involvement in the creation and review of business and functional requirements document with relevant stakeholders, and participation in testing (UAT/UVT) and user training.
• Make use of business process mapping and use cases to identify gaps and show the as-is and to-be workflows.
• Manage and support multiple projects using agile methodologies, ensuring deliverables within approved timelines and budget.
• Working and supporting across all aspects of the project, including but not limited to project scope, costs, timelines, associated risks, resources and financial benefits

• Implement and on-board corporate clients onto the Bank’s digital solutions, ranging from basic internet banking to customised client specific solutions.
• Maintain high level of coordination with internal and external stakeholders throughout the implementation cycle to ensure timely and successful client on-boarding.
• Define project schedules, plan and coordinate overall activities by leading the operational and technological aspects of implementation.
• Work with corporate clients to prepare the requirement documents (BRD/FSD) and project plans, associated with the required implementation.
• Cross-selling of various digital/electronic solutions to existing clients.
• Participate throughout the entire process of pre-implementation, including customer technical discussion, pre-installation check and identification of necessary customizations.

• Coordinated the end-to-end launch of various electronic products / solutions for retail banking clients.
• Analyze the business process to identify planning, development and launch for various Electronic Channels including Contact Center, ATMs, Internet Banking and Mobile Banking.
• Work with users to identify shortcomings or inefficiencies and suggest optimal business practices to improvise.
• Preparing and finalizing scope documents (BRDs / FSDs) with internal and external stakeholders.
• Coordinating with internal departments and external vendors for the product deliverables.
• Implement and plan system tests (UAT/UVTs) to ensure successful product roll-out.

• Acted as a key coordinator between Phone Banking Unit, HBL IT and external vendors, ensuring smooth integration and deployment of Phone Banking systems as per the business requirements.
• Work with users to analyze, investigate and improve the process followed during the product development
• Active involvement in the preparation of business requirement document for the overall phone banking solution.
• Close monitoring and follow-up on the project plan, ensuring the project activities / milestones are delivered in timely manner.
• Creating system test plans to check the errors and ensure smooth processing in phone banking system
• Identify errors or anomalies in the system and recommend necessary action according to the Project methodology being used.

Karachi, Sindh, Pakistan

• Responsible for the management and the administration of the call center technologies including Genesys CTI (Computer telephony Integration), ACD (Automated Call Distribution) and IVR (Interactive Voice Response).
• Managing a technical support team for the Call Center hardware and software technologies.
• Actively involved in the process improvement for Call Center operations.
• Providing 24/7 technical support to ensure continuous up-time
• Close coordination with technology vendors for process improvements, expansion plans, new software roll-out and BAU support Leading Projects
• Call Center Expansion at Union Bank from 45 to 80 seats. This expansion included both hardware and software enhancement for ACD, Genesys, IVR, and our CRM application.

Master Of Business Administration (Mba), Marketing

Bsc (Hons) In Computing, Computer Science