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Project Manager with 10+ years in Digital Transformation & Operations
Transformation leader with 20 years experience delivering large-scale digital operations, financial remediation modernization, and omnichannel sales transformation. Expert in enterprise collection platforms, CRM-driven sales engines, workflow orchestration, and automation-ready processes. Proven ability to lead cross-functional delivery across IT, Operations, Risk, Governance, and Digital teams, ensuring seamless integration and regulatory alignment. Known for driving measurable gains in contactability, CX, SLA performance, and operational efficiency through data-driven insights and resilient digital ecosystems.
MBA.
MBA · Information Systems
N/A – Present
Emirates NBD
Assistant Manager - Dialer Business Systems Operations (EbixCash DCORE - GENESYS - AVAYA - Siebel CRMx)
October 1, 2015 – February 1, 2026
Dubai, United Arab Emirates
Serco
Head of Digital Transformation & Multi-Channel Projects
December 1, 2012 – September 1, 2015
Dubai, United Arab Emirates
Davies Systems
Senior Manager - Digital Transformation & Strategy
October 1, 2009 – November 1, 2012
Birmingham, United Kingdom
Samjass IT Services
Manager - Business Systems Dialer, CRM, MIS Automation
May 1, 2005 – September 1, 2009
Chennai, India
Emirates NBD Group - Transformation Initiatives Delivery
January 1, 2015 – December 1, 2025
Modernized sales, collections, insurance, digital channels, and customer experience platforms; delivered 20-35% efficiency gains. Led enterprise transformations across Genesys, AVAYA, CRM, DCORE. Enabled real-time CRM/API lead orchestration and omnichannel journeys, cutting lead-to-contact time to less than 30 seconds. Strengthened governance and ensured 100% UAE Central Bank compliance across high-volume outbound operations. Improved enterprise contactability and funnel KPIs through segmentation, retry logic, and dialer intelligence. Directed multi-site, multivendor delivery (BRD-UAT-Go-Live) with zero-defect rollouts. Built real-time BI frameworks (Power BI, VBA) driving a 10-20% uplift in operational performance. Upgraded Inbound Genesys IVR, boosting FCR by 15%. Enabled blended inbound-outbound ops, improving staffing efficiency.
PGD-BA
Unknown
June 1, 2026 – Present
CAPM
Unknown
June 1, 2026 – Present
CCNA
Unknown
June 1, 2026 – Present
MCSE
Unknown
June 1, 2026 – Present
GEN AI
Unknown
June 1, 2026 – Present
Cultural Fit Analysis
The candidate's extensive experience across multiple companies (Emirates NBD, Serco, Davies Systems, Samjass IT Services) and diverse project types (financial remediation, digital banking, multi-channel projects, CX transformation) indicates adaptability and a broad understanding of different organizational cultures. Their involvement in large-scale transformation initiatives and focus on digital adoption aligns well with forward-thinking, innovation-driven environments. The certifications (CAPM, PGD-BA, GEN AI) further support a commitment to continuous learning and professional development.
Soft Skills & Operational Fit
The candidate demonstrates strong leadership, cross-functional stakeholder management, and team leadership skills. Their experience in coordinating with various departments (Business, IT, Operations, Risk, Governance, Vendors) and delivering training programs indicates a high operational fit. The focus on governance, compliance, and continuous improvement frameworks suggests a structured and resilient approach to project delivery.