Responsibilities


Leading Administration & Operations teams.


Analyzing and defining project scopes, milestones, and deliverables for new site developments.


Preparing Bills of Quantities (BOQs) and crafting budgets for both Capital Expenditure (CAPEX) and Operational Expenditure (OPEX) associated with site development and operational needs for sites across Punjab District.


Frequently coordinate with accounts & internal audit teams.


Orchestrating the selection and management of vendors for site development and routine facility maintenance.


Implementing tools and systems for efficient Financial monitoring.


Coordinate with both internal & external teams to ensure smooth operations of multiple offices in Jhang & Chiniot Districts.


Review and coordinate for project related agreements.


Assist project teams for procurements, Logistics & Event Management.


Providing oversight and effectively delegating daily tasks across the organization to ensure streamlined administrative operations.


Monitor team adherence and leave records.


Regularly scrutinizing and assessing daily and weekly work orders to guarantee prompt task completion.


Convening routine meetings with on-site teams to facilitate transparent communication and alignment throughout projects.


 
Achievements


Successfully orchestrated the development of comprehensive BOQs and executed a full-scale site development plan, operationalizing a 13,000 sq ft site within a budget of 26 million rupees in less than 100 days at a remote location. This encompassed diverse aspects such as demolition, construction, electrification, power backup, and communication infrastructure.

Responsibilities


Oversight of a diverse range of business lines including Operations Team, Facility Management, Fleet Management, Inventory Management, Building Maintenance, Facilitation Centre, Complaint Resolution Unit, Contact Center, Records & Communication.


Planning, Budgeting and executing CAPEX strategies for new projects.


Development of monthly and annual OPEX plans and reports.


Supervision of facility services, maintenance activities, and tradespersons.


Assist teams for procurements, Logistics & Event Management.


Organization and budgeting of office-related activities encompassing renovations, repairs, maintenance, and event planning.


Ensuring strict adherence to operational policies and regulations.


Strong coordination with Internal & External Audit teams.


Achievements


Spearheaded the transformation of the Facilitation Centre, enhancing daily operations, customer experiences, and the overall ambiance.


Pioneered improvements in contact center operations by introducing innovative reporting methods and dashboards, resulting in improved performance analysis and customer satisfaction.


Successfully implemented an efficient complaint management system, ensuring the timely resolution of customer grievances registered through various channels, thus significantly enhancing overall customer satisfaction.


 

Responsibilities 


Managed Sales planning & operations nationwide.


Coordinated with Sales Head, Regional Heads, Warehouse and Principal team to ensure smooth nationwide operations.


Collaboration with the Sales and Finance departments to devise weekly, monthly and yearly budget plans.


Responsible nationwide teams adherence and leave records.


Responsible for creating and blocking accounts and generating reports through SAP.


Achievements


Achieved an operational accuracy rate exceeding 96% across 11 nationwide warehouses.


Developed dashboards for real-time monitoring and reporting of nationwide sales achievements and forecasts.

Responsibilities


Management of the Citizen Facilitation and Service Center (e-Khidmat Markaz) under the Punjab Public Management Reform Program (PPMRP) in collaboration with the World Bank.


Prepared PC-I for CFSC to be established across punjab.


Significant contributions to project management, administration, operations, master training, and business process development.


Operationalization and monitoring of 8 CFSCs across multiple cities in Punjab.


Comprehensive oversight of administration and operations at e-Khidmat Markaz (CFSC).


Establishment of robust relationships with internal departments, government entities, and third-party stakeholders.


Management and forecasting of monthly budgets for CFSC.



Achievements


 Successful development and implementation of a CFSC CRM system.


Led the swift renovation of CFSC Lahore (Town Hall) within a record time of 4 months with CAPEX of PKR 44 million, while maintaining high-quality standards.


Successfully operationalized 8 CFSCs throughout Punjab. 


Led training for more than 800 individuals at multiple locations in punjab.


Maintained overall CFSC operations with a citizen satisfaction rate exceeding 98%.

Responsibilities


Management of contact center operations and training for multiple projects, including Samsung, Metro Cash & Carry, Al-Razi Healthcare, Punjab Skills Development Fund, and Service Shoes.


Coordination with clients and vendors.


Collaboration with the Quality Assurance team to establish Standard Operating Procedures (SOPs), Key Performance Indicators (KPIs), and training materials to enhance customer service.


 
Achievements


 Achieved resource utilization exceeding 90%.


Successful implementation of weekly and monthly activity reports, enhancing management and client communication.

Responsibilities


 Leadership of Contact Center Teams and Investigation Resolution Unit (IRU) operations.


Monitoring of IRU workload and swift resolution of pending tasks through innovative solutions aligned with defined KPIs.


Maintenance of high-quality customer service standards exceeding 92%.


Scheduling and adherence monitoring for the department.


 
Achievements


Successful launch of Jazz Load contact center operations.


Development of daily, weekly, and monthly reports, optimizing back-end operations.


Introduction of a comprehensive report for monitoring and resolving long-pending tasks.