Lead and manage a nationwide partnership and business development team for MCB Lite and MCB Live.Identify and develop strategic partnerships for MCB Bank's commercial app, MCB Live, in order to increase engagement and drive revenue.Telecom Direct Integrations, M-Tag Payments, Life & Travel Insurance, Investments, Health, Financial Management. Bookme.pk, Trading, Card Alliances, Digital solutionsEnsure MCB Bank's digital division has a strong presence at all industry digital forums to build the organization's presence and reputation.Oversee MCB Bank's branchless sales portfolio called MCB Lite and drive growth in this area.Lead MCB Raast P2M QR project including the sales and servicing side.Work collaboratively with other departments within the bank to drive growth and meet overall business objectives.Develop and implement strategic plans and initiatives to achieve business development goals and objectives.Analyze market trends and identify new opportunities for growth and expansion.Foster relationships with key partners, stakeholders, and vendors to build strong and mutually beneficial partnerships.Provide leadership and guidance to the partnership and business development team, ensuring they have the necessary tools and resources to succeed.
Continually evaluate and improve processes and procedures to enhance efficiency and effectiveness

Lead Jazz's largest region with 65% GSM & DFS market share.
Enable the DFS ecosystem through onboarding merchants for retail payments, Agent network & Mobile Account acquisition.
Develop the top-performing region nationwide in just a 10-month time period
6100+ ADC agents with the highest throughput nationwide with cash-in / cash-out transactions.
13,000+ non-conventional outlets with the highest volume and ticket size nationwide (including Grocery, Pharmacy, Restaurant, Fuel Station, etc.).
First ADC region to become operational as a pilot. Successfully recruited 175+ permanent and contractual staff to demonstrate proof of concept. Best practices were replicated nationwide after the successful launch.
Support product teams in improving sales UI/UX to efficiently onboard merchants and agents, significantly reducing onboarding time.
Headed a team of Central region to manage Jazz Cash corporate portfolio and strategic partnerships with government and private sector for different segments.
Established alliance partners (Banks, Non-banks, Technology service providers) to create new business opportunities for growth.
Worked with B2B & B2G teams to develop sales strategies in line with the company’s revenue ambitions.
Provided support in the development of new procedures and processes related to the corporate sector to create ease in business.
Ensure smooth customer experience for client registration fulfilling all regulatory requirements.

Headed a team of Central region to manage Jazz Cash corporate portfolio and strategic partnerships with government and private sector for different segments.
Established alliance partners (Banks, Non-banks, Technology service providers) to create new business opportunities for growth.
Worked with B2B & B2G teams to develop sales strategies in line with the company’s revenue ambitions.
Provided support in the development of new procedures and processes related to the corporate sector to create ease in business.
Ensure smooth customer experience for client registration fulfilling all regulatory requirements

JazzCash Major projects: 

Punjab Government Subsidies Disbursement to Farmers
P2G payments (Pakistan Railway E-ticketing, Passport Payments)
Ride-hailing corporate payments (Eat Mubarak, Cheetay)
Microfinance institutes (KASHF Foundation, DAMEN, RCDS, WASIL Foundation, Care Foundation)
E-commerce payments at Jazz Cash and managed to bring approximately 750 online gateway merchants
Punjab’s biggest Education / Zakat disbursement project (PVTC)
Pakistan’s largest government collections program, Digitised Passport Payment Fee collection 

Managed customer care (Jazz Service Points) with over 2000+ outlets and 10 sub-regions nationwide.
Processed more than 150,000 Jazz Cash Mobile wallets and converted JSP channel to the largest channel within 4 months of launch.
Put in place NPS to track customer experience, enhance customer loyalty and advocacy by closing the loop on issues/problems faced by customers with all stakeholders in Customer Care.
Formulated SMS-based surveys to gauge customer experience via perceived FCR & NPS.
Micro-segmented and retained customers through retention campaigns.
Migrated lower revenue customers into higher revenue Customer through CVM campaigns

Collaborated with campaign teams to facilitate and execute loyalty projects via outbound calling. Provided stakeholders with project details and suggested ways to enhance efficiency.
Monitored the performance of outbound callers through reporting, spot checks, and random call monitoring. Identified top performers and highlighted areas for improvement. 

Conducted and analyzed tele surveys at the request of the marketing team.
Developed marketing strategies by conducting surveys and preparing analysis reports for new offers. Shared insights with other departments to improve understanding and launch promotions more effectively

As an associate in the Investigation & Resolution Unit, handled chronic cases and provided prompt resolutions.
Contributed to a special project on churn management and successfully regained the trust of valuable customers.
Kept up-to-date with the latest product, policy, and procedural information to handle customer queries and complaints effectively and efficiently.