o Provide operational consultancy in the deployment and activation project of Ofice365 Cloud @ K - Electric.
o Liaise with Premier Systems Limited and KE w.r.t expectation management and deployment statuses.
o Develop, implement and ensure SOPs and KPIs are functional and project is on track with customer satisfaction.

o Carrying out strategic planning and execution via annual plans development and reviews.
o Coordinate with the Board of Directors (BOD), Executives Committees, and Senior Management w.r.t Corporate Initiatives and Problems.
o Call up Annual Planning and Review Sessions and make them actionable.
o Established a mini PMO in the organization primarily focused on supportive and controlling mode.
o Development and Implementation of Organization Business Score based on leading KPI.
o Developed an Organization wide KPI Dashboard to create visibility to the board, the health and pulse of the organization.
o I have complete ISO 9001 under my wing and support of ISO 27001 implementation.
o Conduct random sample and detailed audits of operations, procurement, etc and submit report to BOD.
o Conduct investigations initiated by the BOD on problematic areas and submit RCA reports having corrective and preventive measures and causes of the problems.
o Development and implementation of compliance and noncompliance policies.
o Departmental restructuring of support functions based on “Built Operate Transfer” (BOT) approach.
o Cross functional departmental integration is another of my primary responsibilities.
o To provide support in communication and coordination in Internal/External audits, client meetings, etc.
o To enter into areas as catalyst/management representative where BOD believe matters are stuck.
o Special projects are assigned to me as Project Manager.
o Process improvements and New process developments.
o Documentation management related to Projects, SOPs, workflows etc.
o Acting Department Head of HR and Administration Department at Pakistan Office.

o Ensure support and coordinate initiatives taken by the corporate management including CEO.
o Supervise cross functional integration Business & Support Functions (Sales, HR, Network, Finance etc).
o Initiation, execution and closure of Annual Planning and Closeouts.
o ISO 9001 certification and Surveillance as Management Representative (MR).
o Policy regulation and version controlling in light of ISO standard.
o Organizational KPI Score Card with Monthly and Quarterly Tracking and reporting to CEO.
o Operational management of Project Management Office (PMO) with 10 resources in my reporting line.
o Special projects are assigned to me as Project Manager (PMO Directive Mode).
o Categorization of projects in alignment with company strategic theme.
o Immediate corrective and preventive actions on unexpected problem occurrences.
o Process improvements and New process developments.
o Documentation management related to Projects, SOPs, workflows etc.
o Management of Cross Functional Scrum and communication & Action Item Tracking procedures.

o In May 2011 got vertical transfer to Corporate Planning Division.
o Ensure compliance of Performance Model Grow Unlimited Program (GUP) TradeKey wide.
o To do QC (Quality Control) the Performance sheets of employees and suggest corrective Actions
o Do Audit of Goal setting and their persuasion on monthly basis and report to Manager.
o Identify and highlight weak, talented, underutilized and super star employees for reward and improvement actions.
o Prepare Quarterly closeout reports of the Audit and present to Management.

o From June 2008 till July 2010 work as Team Lead Customer Support department.
o Monitored assigned CS team on day to day basis.
o To review all upgrades done from Quality point of view and forward to relevant associate for corrections
o Analytical &informational reporting for management on daily, weekly &quarterly basis.
o To cater and facilitate complicated customer queries escalated by subordinates.
o Work with the manager for CS policy and workflow development.
o To maintain and improve Service Level of all customers queries.
o Liaison with offices in China for the on time delivery of Advertisement orders.

Manage staffing at all products under my control.
o Take relative measures to ensure optimum Service Levels.
o Emphasis over all operations to fulfill SOP’s.
o To perform TNA of agents to increase their productivity and efficiency.
o Maintain coordination channels with QA, Training, Compliance, and other departments.
o One to one counseling sessions with agents to increase productivity.
o To align all teams and create Task Force at the launch of new products or P1 tasks.
o Manage reporting activities on “Bottom to Top” approach.
o Prepare, conduct, lead, analyze &report all Surveys done in any area of CC Karachi.
o Monitor operations regarding Queries, Complaints, Technical support and Trouble shooting Live Products