Mohammed Nauman

• Launch client & vendor service review meetings and forecast overall performance and discuss strategies of service improvement.
• Worked closely with banks and card unions (Master, VISA and RUPAY) for various production changes ,key loadings and certificate changes.
• Responsible to maintain key loading credentials and certifications. Acted as key custodian for multiple banks.
• Responsible to attend production change meetings in order to list down activities from customer success Team.
• Responsible to get internal and external approvals for any new CR implementation.
• Responsible to prepare shift roster, people management , monitor team performance.
• Assign daily tasks to team members and monitor all BAU activities are completed without breaching SLA.
• Responsible to handle client escalations when SLAs are not met.
• Discovered root causes of problems and identified appropriate solutions. Get back to clients with appropriate RCA.
• Played instrumental role in client satisfaction by working with operational team for proper resolution of service issues.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

Achievement : Manage a team of 18 members successfully. Handle 100 plus clients from India South Asia, APAC and MEA regions.

• Monitoring live e-commerce transactions for multiple Banks, Payment Gateway and Merchant Plugin.
• Collect BRD and on board new banks.
• Provide process and application training to newly added banks.
• Configured various auto generation alerts for monitoring purpose.
• Prepare multiple dashboards forecasting different analysis and data.
• Highlighting of Downtimes or any production issue. Prepare RCA for any production issue.
• Work with multiple internal teams and external teams for any production related issues.
• Initiate and lead war rooms for any critical escalations/production issues.
• Responsible to handle Email escalations from Banks, PG and MPI.
• Provide training to new joiners.

Achievements : Have successfully created multiple monitoring dashboards. Configured auto generation alerts which helps in monitoring and analysis.

• Get required instructions from clients to verify applicant’s data.
• Cross examine verified information.
• Highlight errors and log cases to re‑verify.
• Close cases once information is verified.
• Maintain accuracy of 96% since Data involves Drug tests, Criminal cases etc.
• Submit outcome of verified information.

Achievements: Awarded best delivery excellence (Quality) in the process.

• Raising requests of requirements on LHN.
• Creating case history for query received against specified server (LHN).
• Identifying query and updating case history.
• Assign cases to respective team.
• Communicate to onsite engineer if necessary.
• Make sure issue raised by client is resolved.
• Responsible to make sure all instructions, key points are mentioned in case history before closing case.