Consultancy for a Cross Border E-Commerce Business as an extension for Zijingding Chinese E-Commerce China. Responsible for all government & regulatory approvals. Formation, hiring and organizing the structure to operate as a PSO/ PSP License company. Ensuring the Integration and implementation of the technological & operational structure for soft launch.

Responsible for managing the overall business/sales operations for the Branch-less Banking domain including product design, product positioning and segmentation, sales and business growth along with monitoring and operations management for both Corporate & G2P segments. This position will also looks after back-end Sales Support, and work with the Super Agent to drive uptake of the wallet accounts.

Heading the Portfolio of 900+ Corporates. Leading and managing Corporate Business Team ensuring new acquisitions and retention targeted sales and services. Incorporating VAS and customized solutions while spearheading the various projects from concept, driving product customization to execution of sales and services.

Heading the Business Solutions Department for Mobile Paisa. Spearheading the customized products & services for various segments and channels. New initiatives and revenue streams of distributions and sales including Affinity Partnership and third party outsource model.

Manage and lead the terms and contracts with Bank Alfalah on Business Solutions revenue share and processes. Enable and train the external and internal sales force / clients on Business Solutions to meet the company’s vision & goal.

Heading the complete portfolio of Corporate Solutions / Products for branch less banking targeting the bottom of the pyramid and unbanked through Mobile Accounts and Over the Counter Solutions. Owing the accountability of P&L for various G2P [Government to People] pension and youth stipend disbursement projects like BISP, EOBI, PRAL, BBSYPD, TRDP & Corporate Solutions with a turnover of PRs. 282 million. Increase turnover and profitability by owing the product / projects enhancements through various campaigns & negotiations to increase profitability. Increase in overall targets of Prs.3.6 million dollars 45% growth in 2013. Develop customized solutions for various segments and industries through robust processes, research and signoffs from various stakeholders.

Doubled operational performance and profitability by establishing robust, systematic business development tools. Owned P&L accountability for Pakistan operations. Implemented delivery model, call center, and quality programs. Steered service strategy for core benefits platform. Produced PRs 63 M through Customer Migration Campaign, Extended Warranty, and Increasing Customer Portfolio. Headed 500 corporate portfolios including Government Organizations.

Responsible for all Customer Care operations across a global, 700+ employee service organization consisting of offshore financial services campaigns. Directly accountable for budget and expense management, LA adherence, policies and procedures, resource management, customer care technology, and real-time command center functions. Received “Top Dog Award” for great impact in short period. Consistent revenue of $500k a month while reducing the OPEX by 25%.

Managed, directed, and oversee all aspects of call center activities by developing and implementing policies and procedures pertinent to the effective and efficient operation of the department while meeting and exceeding established sales, service, and budget objectives and expectations. Defined performance standards to meet strategic goals and objectives and monitors Key Performance Indicators to ensure and maintain customer satisfaction, service volume and timeliness targets. Oversee and direct department wide execution of applying services knowledge with the developed business development and service processes to deliver a consistent customer experience.

Responsible to maximize profit and turnover from your accounts and increase growth by new business Development. Maximize the potential of current accounts portfolio. Responsible for financial reconciliations, negotiations, P&L, post sales and receivables. Customer retention rates, its measurement and strategic planning for existing and new accounts’ growth.

Managed and monitored the service level on hourly basis and maintain 85% benchmark. Conducted daily and weekly operational meeting with the inbound and outbound teams. Improve KPI’s like AHT, CHT, ASA and FCR. Conduct client satisfaction surveys as per NPS system to improve services as per industry needs and requirements. Responsible to maintain the quality of service to all CFS customers.

Operated as the lead point of contact for major accounts. Built and maintained strong, long-lasting customer relationships by developing a trusted advisor relationship with key customer stakeholders and executive sponsors and delivering timely and successful solutions according to customer needs and objectives. Communicated clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. Responsible for forecast and track key account metrics. Planning and strategies implementation to Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment. Assisted with high severity requests or issue escalations as needed.

Ensure production plan deliveries through co-ordination with out-sourced and in-house production departments. Conduct quality checks on shipments and arrange pre-shipment sample approvals as desired by clients. Accountable for import of trims and fabrics import, their distribution according to the consumption for each production unit, their production and timely shipments. Accountable for relations management of international and local clients and contractors as per the terms and conditions defined in contracts. In charge for collection and release of shipment [end to end].