Mohammad Sydul Islam

Experience

• 

  Navana Computers & Technologies Ltd.

  Apr 2005 - Sept 2005

  Executive, Marketing & Sales

  To work with the marketing team for new product promotion and sales campaign. Also move with the sales team to plan new sales idea and capture possible sale opportunities.

• 

  Standard Chartered Bank

  Oct 2005 - Feb 2006

  Executive, Projects

  Worked with American Express acquisition team for documentation and archiving. Worked in Motijheel branch with PFC’s to learn about front desk customer service. Worked with consumer banking department for help in daily operational activity.

• 

  Grameenphone Ltd

  Feb 2006 - Aug 2012

  Manager

  To work in Inbound Contact Center with the following responsibilities:Lead 3 teams, each consisting 8 members and ensure expected service delivery of the team members. Ensure smooth Contact Center service operations as per the plan Ensure one-stop quality Customer Service over phone in every customer interaction Ensure sales and dissemination of proactive information through inbound and outbound contacts Conduct monthly 121 dialogue with the Customer Managers Conduct quality audit of the team members using NICE Voice Logger and take follow-up actions Develop the team members through involving, enabling, coaching, and providing feedback Show less

• 

  IT Connect Ltd.

  Dec 2012 - Jan 2013

  Head of Telesales, Telemarketing & Call Center
• 

  Symphony Mobile (A Sister Concern of Edison Group)

  Jan 2013 - Mar 2019

  Operation Manager

  Lead 3 regional team's consisting of 160 members and ensure following KPI:- Ensure service delivery parameters are achieved to ensure customer satisfaction.- Plan, forecast and adjust people requirement at CC to ensure maximum utilization of human resources.- Plan, drive & ensure CC/CP establishment, branding, ambience, development plans, relocation & logistics support to ensure maximum utilization of resources.- Prepare, maintain & analyze different reports in order to take initiative for development of existing process of CC Operation, people, SOP, compliance.- Act as a key point of communication & co-ordination between HO, CC employees and channel partners and take initiative to mitigate issues.- Carefully drive operation to ensure follow up of compliance & SOP.- Visit CC as & when required. Show less

• 

  MobiCare Technologies Ltd.

  Apr 2019 - Aug 2020

  Operation Manager

  - Ensure service delivery parameters are achieved to ensure customer satisfaction.- Plan, forecast and adjust people requirement at CC to ensure maximum utilization of human resources.- Look after Call Center operation and ensure regular follow-up, monitoring and necessary execution as per requirement.- Plan, drive & ensure CC/CP establishment, branding, ambience, development plans, relocation & logistics support to ensure maximum utilization of resources.- Prepare, maintain & analyze different reports in order to take initiative for development of existing process of CC Operation, people, SOP, compliance.- Act as a key point of communication & co-ordination between HO, CC employees and channel partners and take initiative to mitigate issues.- Carefully drive operation to ensure follow up of compliance & SOP.- Visit CC as & when required. Show less

• 

  Sheba Platform Ltd.

  Sept 2020 - May 2021

  National Sales Manager, MSME, smanager at Sheba Platform Ltd.

  • Own all plans and strategies for developing business and achieving the company’s sales goals• Assists in the development of the sales plan. Prepares forecasts and KPI reporting for the sales leaders, CRO, and upper management, for use in organizational planning, financial forecasting, budget setting and strategic planning.• Land and expand: build process and funnel for manual top-down reach out, on boarding, activation, and expansion• Evangelize the product and personally help close largest deals• Work collaboratively across teams – including both Product and Marketing• Establish the inbound lead requirements needed to meet your sales objectives• Provide full visibility into the sales pipeline at every stage of development• Establish and foster partnerships and relationships with key customers both externally and internally Show less

• 

  Aleshamart

  Jun 2021 - Sept 2021

  Inventory Operation Manager

  - Build, lead and empower the operations team to drive them to success - Build a strong partnership with logistics Service providers, through regular and consistent professional communication, problem solving, and relationship building- Designs and implements processes and tools to provide operations support- Design and implement an inventory tracking system to optimize inventory control procedure and ensure documentation for daily deliveries and shipments to update inventory- Executes the day-to-day management of the supply chain process, working with Business Development, Issue Resolution and Call Center teams to coordinate between stakeholders, provide quality control reviews of submissions, and track progress- Implement Procedures and guidelines for supplier’s management and assure right functionality of department in commercial and operations- Conducting root cause analysis on operational performance issues. Build up the knowledge base- Providing feedback to and working with other departments to improve overall operations efficiency- Participate in business reviews and continuous improvement meeting with Alesha Mart Stakeholders- Facilitate new operation implementations and continuous improvement and cost reducing innovation for every customer while ensuring all operations are staffed adequately.- Implement processes and controls to ensure delivery service meets or exceeds the expectations of our clients & monitor customer satisfaction- Build a centralized view on the numbers through managing Ops Analytics through centralizing core market teams on Dashboards and General Analytics- Identify operational weaknesses and gaps by regularly deep diving into all aspects of entire Operations team Show less

• 

  Robi Axiata Limited

  Oct 2021 - now

  1. Build and maintain effective working relationship with new and existing e-commerce oriented strategic partners. 2. Work closely with partners and internal stakeholders to ensure sustainable growth of the business. 3. Develop and implement new services in collaboration with strategic partners and cross functional teams to improve business performance &/or to capitalize opportunity. 4. Design and implement strategic plan for e-commerce service; go-to-market strategy, pricing strategy etc. 5. Identify new business opportunity and growth by acquiring new business partners and introduce new line of business. 6. Design brand development strategy to develop e-commerce brand by ensuring proper customer education and learning for establishing brand’s perceived value and identity.7. Plan and prepare business campaigns through feasibility analysis of market opportunities and co-ordinate with the cross functional teams to ensure smooth operational of business. 8. P&L management; Data analysis, customer behaviour analysis, customer journey mapping for e-commerce services for e-commerce business and act as a POC of ROBI for any business pertaining to respective e-commerce services. Show less 1. Negotiates with potential Device partners, closes deals, manages the accounts and deliver the requirements of clients within deadlines.2. Take lead to build Device, & e- commerce strategies and business model for end users3. Conceptualize new digital business opportunities and end to end eco-system formulation from both tech and market feasibility perspective in order to ensure incremental business trajectory.4. Collaborating with both internal & external cross-functional partners to manage all aspects of the e-commerce & device business including end to end stock delivery from OEM to Customer; Manage COD Partners; Financial Reconciliation with COD, OEMs and internal stakeholders 5. Set both long term and short term goal of business development for stock sourcing and fulfilment to support the overall business vertical 6. Develop implementation strategies & key business processes to manage end to end operations such as managing risks in terms of political, financial, legal, group level & environmental and measure impacts for Robi Digital services.7. Ensure new/custom made service innovation as well as business solution for payment service enhancement to increase both customer stickiness as well as loyal customer base to both market and business development. 8. Conceptualize strategies for payment eco-system enablement for ROBI and evolve as PSP following legal constraints9. Ensure advanced, innovative platform deployment that must be synced with Device & e-commerce product and service innovation roadmap, YoY milestone achievement & market demand.10. Serve as a liaison and primary point of contact within the division for cross functional partners acting as a project manager to evaluate, prioritize, develop, manage, implement and test ecommerce initiatives. 11. Partner with key cross-functional teams to ensure all relevant organizational goals and implications are factored into ecommerce projects Show less Ø Identify opportunities to leverage R-Store partnerships and products for monetization across all other business unitsØ Develop digitally enabled products and services in collaboration with partners from multiple industries ranging from e-commerce, marketplaces, IOT and technology, fulfillment and logistics, fintech and insur -techØ Develop new digital distribution Solutions business prospects and formulate end-to-end eco-system from market feasibility viewpoint in order to ensure incremental business growth.Ø Craft product strategies and business models merging telco and telco agnostic industriesØ Plan Go-to-Market (GTM) strategies and execute nationwide roll-outØ Lead strategic digital distribution Solutions campaigns, gain support from other business areas to include market development, PR, channel sales, etc., which reflect to revenue growth.Ø Cultivate and create relationships with customers and business partners to promote growth R-Store business through development of Ecosystem.Ø Capable to manage existing customer base by using different medium of communicationsØ Take lead to develop customer enquiry and complain management process and convert enquiry/complains into potential salesØ Capable to monitor activities of the competitors and set suitable counter strategies to win the market Show less

  • Manager, Robishop Product

    Jan 2024 - now

  • Manager, Sourcing & Delivery Operations

    Mar 2023 - now

  • Manager, R Store Products

    Oct 2021 - Feb 2023