Experience

• 

  Telenor

  Jul 2008 - Jun 2012

  In this role, I was responsible for scoping of a cross bundling system which received activity inputs of customers from various systems like charging system, MSC, recharge system & financial services system; performed criterion operations on the inputs and gave incentives to customers based on recharge/usage criteria achieved by the customer. Also responsible for design of SIM Menus (Dynamic SIM Tool Kit-DSTK) using WML coding and increase in DSTK capable SIMs in the Telenor customer base. Key Deliveries: - Cross Bundling Solution for Real Time Bonus Posting, which was an industry first in Pakistan deployed by Telenor aimed at reducing churn targeting different market segments by offering various offers to customers based on their Revenue Bands, dormancy criteria, service penetration analysis and usage enhancement.- Integration of financial services platform with Cross bundling solution for offering GSM cross bundling freebies like Mins, SMS, Data to financial services users. (Bill Payers, Money Transfer users etc)- Delivered 200 Churn Management & Usage Enhancement campaigns in 1 Year.- Charging System Release 4 from Nokia Siemens featuring Data features including Location Based Data Charging, URL Based Charging and Time Based Bonus bundles.- Single Interface for Provisioning (SIP) which was the core Service Provisioning Platform at Telenor thus removing intermediate platforms for service provisioning & reducing system SLAs.- USSD Expansion projects which included an increase of system Throughput Per Second (TPS) from 90-290 with additional features.- USSD Based Service Menu (*345#) with VAS, Prepaid & Postpaid Services which was launched as a huge success by Telenor.- Dynamic Purpose Field Based charging aimed at introducing charging option at each USSD menu level for varied charging possibilities.- Collect Call service aimed at targeting Low Revenue customers enabling them to request other Party to call them.(Total 2 Million Hits recorded on Launch). Show less - Automated the Alarm Escalation process of all the VAS nodes assigned using Bash scripting.- Successfully launched the USSD service which included features like Send-Text, TopUp & Call-Me-Back.- Worked on Technomen’s Voice Messaging and Missed Call Alert (VMS/MCA) Platform.- Also carried out operations of SMSC, MMSC, PSA and RBT.- Worked on Roamware’s Outreach Messaging and Network Traffic Routing Platform for roaming customers.- Also handled the Voice Messaging Center (VMC) from MobileArts. Show less

  • Business Analyst - Cross Bundling, SIMs & Charging

    Feb 2009 - Jun 2012

  • IN/VAS O&M Executive

    Jul 2008 - Jan 2009
• 

  Veon

  Jul 2012 - Feb 2018

  In this role one of my key responsibilities was transforming and simplifying all current business processes of Jazz (Opco of Veon) with digitally backed customer journeys having digital UI/UX interfaces like eCare, CSR toolbox, POS, eShop and Android App. Additionally, I was responsible for the scoping & delivery of critical special projects like Google DCB, Auto recharge, Digital Kiosk & SIM SwapKey Deliveries included: - Google Direct Carrier Billing project for charging of PlayStore Apps through GSM customer Balance.- Enterprise Wholesale recharge solution-selling bulk recharge to corporates that they can transfer to customers/employees.- First activity billing trigger for corporate customers to improve experience by starting billing on activity instead of date.- Enterprise Sales through Lead Management System for sale automation & availability of Choose Your Number with BVS.- Single CDR charging for automated billing of enterprise 3rd party vendors for automotive solutions & other M2M services.- Enterprise Service Delivery Platform for cataloguing of services, API based provisioning access and new service creation. -Customer Journey Program of Veon which aimed at unifying, transforming and improving the customer interaction and lifecycle across all 11 Opcos of Veon.- Auto TopUp for conversion of commission based recharge to non-commission based recharge using Mobile Wallets (financial services) and Credit/Debit cards.- Enterprise Data Pooling feature which allowed data sharing between all account customers with configurable thresholds.- Digital Kiosk for remote customer interactions like Change of SIM, recharge, new sim sale and Bill payments.- Real time commission posting mechanism for retail channel against Veon app signups.- SIM Swap project which was aimed at ensuring maximum retention of customer base after 2G Multi Operator Core Network(MOCN) integration between two subsidiary networks of Veon (Jazz & Warid) Show less I was responsible for scoping and detailing all requirements of the integration of two large subsidiaries of Veon namely Jazz & Warid, unifying customer experience, cross network recharges & business processes. Additionally responsible for drafting & recording in SID model, the To-Be product portfolio for migration to Digital BSS Stack in addition to scoping & delivery of other critical projects listed in key deliveries. Key Deliveries: - BSS integration project for two subsidiaries of Veon, which included products like Onnet Calling for both networks, Cross Technology Data usage, recharge consolidation and product portfolio unification.- Portfolio Simplification project which was aimed at reducing the offer/tariff count to 50% of the legacy portfolio count (without impacting revenues) for seamless migration to Digital BSS Stack.- SID Based Product Portfolio creation for the merged business entity after integration for migration to Digital BSS Stack.- Subscription on Outbound Dialing (OBD) to introduce a new channel for subscription of Voice,SMS,Data offers- Cell Site Based Data Charging for providing low-cost data services for students across multiple universities of Pakistan.- Charging System Release management for features like Discount on subsequent Subscriptions, Speed & Data Boosters, Toggle for recursion on offers, LBC B Party & Resource sharing- Transparent charging which involved package/plan switching, removal of recursive offers on charging system and LA-LA fwding for un-sub of 30 VAS services on conversion to target Package.- SMS Advance for enhancing customer retention by offering free SMS whose charges could be paid back on next recharge.- Time Based Subscription on lucrative plans/offers that could be purchased only in specific hours of the day which recorded highest subscription trends at Veon. (average 3M subscriptions per day)- Segment Based Offer subscription menus offering varied plans to customers based on their value segment. Show less The role included delivery of the most key regulatory requirement which was the implementation of biometric verification system for all customer interactions. Additionally, I was responsible for delivery and management of all tariff based product, plans/offers and new features required by marketing. Key Deliveries: - Biometric Verification System which ensured capturing of biometric data(finger prints) for all order management items like new sale, change of SIM, ownership change etc.- IP/URL Based charging for Data which allowed Veon to launch various social media products like Face Book, Nimbuzz & Whatsapp Bundles and Zero ratings for multiple social media websites like Wikipedia and Twitter.- Location Based Charging for Data (Internet) enabling Veon to charge data usage differently based on geographical locations.- Dynamic Discount Solution (DDS) aimed at enabling Veon to dynamically modify the voice tariffs in the network, based on cell utilization in that area. The feature ensured optimum network utilization at all times, hence ensuring consistent revenue figures.- Loyalty Program for Veon customers which enabled them to purchase mins and data for free redeemed against their points accumulated through recharge and usage, which ensured customer retention & loyalty and enhanced presence in the market.- Automated Incentive Posting for Handset Based Campaigns utilizing Installment Incentive Posting Solution (IIPS), combining it with IMEI information from the device management system through which freebies were posted to customers as soon as they purchased a handset from Veon.- Staggered Based Plan/Bundle feature for Data enabling Veon to have upfront revenue commitment from the customer base with installment based incentive/bundle posting.- Delivered around 300 New products for Voice, SMS, Data, Microsegmentation and VAS. Show less

  • Lead Business Analyst – Product Development

    Feb 2017 - Feb 2018

  • Senior Business Analyst – Integration & Product Portfolio Management

    Sept 2014 - Jan 2017

  • Business Analyst – Order & Campaign Management

    Jul 2012 - Aug 2014
• 

  Optus

  Mar 2018 - Jan 2019

  Senior business analyst - b2b product development

  I was responsible for the creation of customer journeys for ICT, Mobile and fixed projects/products and for development of processes covering all the phases of customer journey/Vision Tree including Buy, Connect, Use, Bill, Service, Terminate and Renew phase in coordination with all departments of the organization including technology, finance, marketing, sales and regulatory throughout the product development lifecycle. Additionally, I also recommended possible technical solutions to business requirements for reduced TTM and cost.Key Deliveries included:- SDNS (Software Defined Networks Services (SDNS) project to transform a Customer's current IP Network into an intelligent and programmable network where the customer could control parameters like bandwidth along with scheduling features without manual intervention and with reduced TAT from Optus, thus reducing opex and improving service delivery achieved through automation.- Evolve Voice Enhancement project for enhancement of functionality of fixed line voice services for corporate clients by introducing new features like CLI overstamping & emergency diversion. CLI overstamping feature allows customers to use a single number as the incoming calling display number whenever any number from the range of purchased fixed numbers is used for making an outgoing call. Similarly, Emergency diversion feature allows customers to create diversion plans at specific rates and invoke those routing/diversion plans using a customer portal in case of emergency.- Mobile LDR project for redirecting data of inbound roamers from China in order to allow them to use services which are blocked by the home operator through subscription of data packages.This was one of a kind project which was aimed at generating a new revenue stream for Optus by tapping into a market requirement for Chinese inbound roamers. Show less

• 

  Veon

  Feb 2019 - Dec 2021

  Program manager – digital transformation

  I was responsible for design & delivery of one of the largest digital transformation projects in telecommunication world that took place at Jazz (subsidiary of Veon). I was the Business Lead for the project for all commercial domains. This role was in addition to the role of business analyst & delivery manager for projects & products as part of Business-As-Usual Stream.Key Deliveries included: Digital BSS Stack Transformation: Successfully delivered Digital BSS Stack project as a green-field implementation & then subscriber migration & cut-over for a subscriber base of around 100M customers. Successfully completed As-is analysis & To-Be scoping of all business processes and To-Be Product Portfolio for the merged entity of Jazz for onward system development- Digital BSS Stack Early Prepaid Migration for de-risking prepaid revenue by removing it from scope of Big Bang.- Jazz World Digital self-care app integration with BSS systems for Jazz customers enabling them to control their Jazz services and usage- Dynamic Bundling for Jazz customers incentivizing them for using JazzCash (MFS) services including purchase of Bundles- LTE Roaming for outbound Jazz roamers enabling them to use 4G network.- Enablement of bundle purchase of other telcos through JazzCash (MFS) & Jazz bundles through 3PP Apps like Easypaisa, HBL etc- Jazz Digital eShop for online booking and delivery of Jazz inventory items like handsets and SIMs- Digit4G project for enabling Jazz in providing handsets to Jazz customers on installments with easy payment options and automated recovery.- VOLTE for Jazz customers enabling them to use seamless voice and data services simultaneously.- VAS upsell at retail channel for increase in uptake of VAS services while making it a single step for retailers’ convenience.- Partnerships with various content partners & OTTs including Fbook, Google, cinepax, starsplay, Mobile TV, McDonalds, Coke & BIMA Show less

• 

  Zong cmpak ltd

  Jan 2022 - Sept 2023

  Principal project manager - organizational product development

  I was working as Principal Project Manager at Zong, where I was responsible for the scoping, planning, execution & delivery of enterprise platforms & products for various domains including sales channel, consumer segment, B2B, VAS, Data & devices, CVM, Digital services, finance and regulatory etc in liaison with IT & Engineering teams and also included coordination with all organization stakeholders.The role also included assistance to top management & sponsor functions in decision making relevant to prioritization & delivery of various projects & products for customers in relation to time-to-market & costs.Key Deliveries included:- MDM Product which was an industry-first that triggers external partners at the time of product subscription for offering insurance & discount services to bundle subscribers.- SIM-ON trigger functionality for immediately contacting customers as soon as they latch onto the network for reducing subscriber churn & increasing engagement.- Digital Personification on selfcare app for dynamic UI/UX & offer availability based on customer profile.- Customer Location & Profile Info on APIs for partners including weather service vendors, insurance vendors & handset installment vendors.- Bundle Streaks & Flash Sales functionality for MyZong self-care app.- Push Notifications driven by CVM models for in-app upsell messages on the MyZong self-care app.- New innovative integration model for Digital Services authentication, Visibility & Control which could be re-used for all 3PP partners.- In-App browsing for MyZong App for supporting Mini-Apps and Live TV Streaming.- Real Time Decision Making (RTDM) for proposing next best offers to customers based on customer activity, ARPU & previous usage.- Make Your Own Bundle where customers could create bundles of their own choice keeping in view their needs and spending ability and subsequently provision these bundles on their number. Show less

• 

  Optus

  Feb 2024 - now

  Senior digital solutions lead

  The role is a hybrid of Project Manager, Business Analyst and a business solution designer as well which makes it very unique and valuable.In this role, I am responsible for the delivery of key projects for Optus wholesale team for a dynamic product range including Fixed, Mobile, Internet, Data and Voice while liaising with organizational stakeholders from IT, OSS, Legal, Infosec, Marketing and others.