Shoaib Amin - PMP, TQM, SSYB

Experience

• 

  The Islamia University of Bahawalpur (IUB)

  Oct 2004 - Apr 2005

  MIS Officer

   Job responsibility was to coordinate with Software Developers in automation of Examinations System software Successfully deployed the application and was responsible for basic troubleshooting and maintenance.

• 

  Telenor

  Apr 2005 - Apr 2020

  Currently working as Area Sales Head / Acting Belt Manager – Circle East (Sales&Distribution Deptt.) responsible for overseeing on-ground indirect / direct sales within the assigned area, covering around 500+ retail outlets managing portfolio of around PKR 20 M of monthly recharge and mobile financial services throughput of approx. PKR 60 M / month. Primary responsibilities include :-■ Achievement of assigned monthly/annual targets through effective franchise management i.e. ↱ Gross Adds – First Call Activation (FCA) ↱ Revenue – Primary & Secondary Recharge ↱ Financial Services, Devices and Internet product offerings ↱ Business growth and improvement of market share within the assigned territory■ Developing & implementing route to market strategies and replicate best practices■ Regular market visits to :- ↱ evaluate sales team & merchandising team working ↱ stock availability and sales situation check at retail ↱ identify distribution and retail footprint expansion opportunities ↱ market intelligence gathering and general retailers feedback / issues gathering ↱ develop & strengthen relationship with existing and potential partners■ Planning of sales and distribution according to market inputs and research findings■ Profitability monitoring and staffing at Franchise end■ Franchise and Retail staff motivation and training sessions■ Monitoring and communication of ongoing improvement of trends (minimum balance retailers, servicing at retail level for FS and GSM)■ Retail footprint expansion to increase availability of products and services■ Channel investment monitoring■ Ensuring and improving quality of sales■ Ensuring support and help desk for indirect channels Show less  Responsible for Customer Care Department Risk Assessments in compliance with COSO ERM (Enterprise Risk Management) Framework--- Projects Risk Assessment --- Business Units Risk Assessment --- Vendor Contracts Documentation Risk Assessment --- Information Systems Risk Assessment --- Application Level Role/Profile Access Control --- Ensure effectiveness and efficiency of Operations--- Reliability of financial Reporting  Analysis of data produced by different source systems in GSM network and IT Cross-functional coordination with area experts, systems owners and business users within Customer care Division And external departments for detection and identification of key risk areas Assistance in development of logical and reconciliatory controls over GSM network systems and Business support systems for detection of revenue leakages with ICO Controls Design, development and optimization (Automate)  Investigations Show less  Leading Process Design & Improvement, Operations unit in Customer Care Division , that provides E2E Business Process Development and Operational support to all Walk in Centers Nationwide, 3 contact centers based at different geographical locations and backend support units. Responsible for Stakeholders Relationship & Perception Management  Responsible for divisional Sharepoint Content Management, Administration, Development & Health Check Responsible for ensuring that our Business Processes are customer centric , customer satisfaction is not effected ,First call resolution is provided, Average call handling & Service time meets our agreed thresholds Responsible for developing, monitoring and analyzing trends, CSI / FCR (Customer Satisfaction Index / First call resolution) and VOC to understand customer insight and align business processes as per customer needs. Ensuring units Projects are Conducted in Compliance to Standards  Evaluation and interpretation of data Technical (System and Applications) Requirement Analysis – Business Side Responsible for Interdepartmental coordination and communication Monitoring the quantitative and qualitative team’s performed tasks and visibility to Management via weekly / monthly dashboards Responsible for Team building, ensuring Team Work and keeping Team’s motivation level high Show less  Development / Reengineering of Customer Relations Department Business Processes specifically related to Contact Center (Official Call Center) and Contact Center Support Units. Responsible for launching new Products / Processes, providing relevant training material to Trainers and taking care of information/complaints/servicing related matters from all channels Technical (System and Applications) Requirement Analysis – Business Side Responsible for providing end to end operational support to Contact Center, Dealer Support and Support Units Involved in Implementation of new Technology & Systems for Customer Relations Deptt by supervising UAT's, FUT's, raising CRs & FS documents. Gathering internal / external customers VOC with respect to Processes, analyzing trends and aligning business processes as per findings Responsible for Maintenance & updations of Customer Relations Department System Access Control List & Information on the intranet. Show less  The job responsibility was to provide an efficient and high quality telephone and administration service to customers, by responding to incoming calls in a prompt and polite manner- whilst maximizing all opportunities to enhance the relationship with each customer. Making a positive contribution to achievement of service standards and department objectives, by flagging operational issues and making recommendations for process improvements via Team Leader. Establishing and maintaining a professional relationship with all customers, internal and external and represent company Brand values to best effect Show less

  • Area Sales Manager - Circle East | Sales & Distribution

    May 2018 - Apr 2020

  • Interim Head Fraud & Risk Assessment – Customer Care Division at Telenor Pakistan

    Nov 2013 - Apr 2018

  • Team Lead Business Process Design & Improvement, Operations – Customer Care Division

    Jan 2012 - Nov 2013

  • Specialist Systems & Processes

    Jun 2006 - Dec 2011

  • Customer Relations Officer

    Apr 2005 - Jun 2006
• 

  Bank Alfalah Limited

  Apr 2020 - now

  Regional Manager Sales and Distribution Digital Banking -Retailer/Merchant Acquiring

  Currently heading central 2 region (acting/backup Cluster Head Punjab) , responsible for deployment of branch less banking channel, agent network at retail to drive digital products sales & distribution in the region covering 10 districts. Developed from the ground up indirect sales & distribution network of 35+ distributions (franchises) with over 5K+ retail outlets, managing portfolio of PKR 48 Billion throughput annually.Core responsibilities include; Distribution network establishment i.e. distributers and merchants acquisition | agent network & retail footprint expansion | POS and merchant solutions requirements gathering, development and channel support majorly in (QR payments, money transfer, billing , airtime posting , Mwallets , cash in / cash out, school fee payments) | B2B Operations Management (G2P / Public domain) | new business development | distributors and merchants performance, profitability and investment monitoring | ensuring retail readiness on product, services, campaigns | achievement of monthly / annual targets. Develop and execute strategic and tactical level plans to grow branchless banking market share within central region. Show less