Summary
Overview
Work History
Education
Skills
Accomplishments
Software Certifications
Fintech Domain Expertise
Training Courses Workshops Attended
References
Timeline
Generic
Masroor Karamat

Masroor Karamat

Experienced Executive Leader
Mansfield

Summary

A results driven leader with extensive experience in organisational management, product development, business development, business processes, HR management and team leadership within the Fintech industry. Highly skilled in planning, co-ordinating and executing successful strategic business programmes with an extensive track record of improving customer satisfaction, customer service, and delivering enhanced profitability. Exceptional relationship builder and negotiator with strength in presenting to varied audience interests. Highly collaborative Leader that views the business from an outside in perspective. Has a proven track record in helping businesses to improve their customer relations, contact center/service and implementation methodologies, resulting in increased efficiency and profits. Enjoys passing on experience and knowledge to other businesses and making a difference. Excels in the market of software applications and SaaS distribution model services in the domain of financial messaging & transaction banking; shared and Managed Services solution (specializing in the financial messaging & payments industry) Experience of working with Forbes 50 List customer Keen analyst with excellence in gathering and understanding requirements of clients; hands-on experience in feasibility analysis & resource allocation. Expertise in entire gamut of tasks right from planning, monitoring, controlling, developing phases of project life cycle through Agile & Scrum methodologies. Managed Operations / project team with key focus on defining Service Level Agreements (SLA’s), Standard Operating Procedures (SOP’s) as well as interacting with prestigious clients, business partners, industry leaders, vendors & other key stakeholders. Managed third party relations including vendor assessment, relationship building, contract management. Leveraged capability of motivating and leading talented professionals; expertise in building large teams that well exceed corporate expectations. Exceptional negotiation & relationship management skills combined with sound commercial and business acumen; capability to relate to people at any level of business. Exceptional negotiation & relationship management skills combined with sound commercial and business acumen; capability to relate to people at any level of business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

24
24
years of professional experience
3
3
years of post-secondary education

Work History

Global Head of Customer Operations FMM Business Unit

Finastra (UK)
09.2022 - Current
  • Collaborating with the senior management team and established growth-oriented goals for the business.
  • Creating budgets and necessary policy documents as required by the organization.
    Key tasks and responsibilities include:
    - Developing plans and strategies to enhance productivity and reduce costs.
    - Contributing to corporate strategy and leading development in production, purchasing, and distribution.
    - Managing the budget for the Operations Department, ensuring resource allocation aligns with objectives.
    - Meeting customer requirements efficiently and promptly.
  • Applied effective time management techniques to meet tight deadlines
  • Demonstrated strong organizational and time management skills while managing multiple projects
  • Exercised leadership capabilities by successfully motivating and inspiring others
  • Proved successful working within tight deadlines and a fast-paced environment

Director Customer Operations UK-US Service Bureau - Financial Messaging Marketplace

Finastra (UK)
08.2017 - 01.2022
  • Full responsibility for all Service Bureau operational support which includes but not restricted to; Application Management, Service Support and Infrastructure and Technical Services
  • Additionally, actively support all other areas of the business, such as 24/7 Customer Operations
  • Professional Services
  • Programme Management
  • Service Delivery
  • Account Management
  • Shared Services, Managed Services
  • Infrastructure Services
  • Transformation and Change Management
  • Software Development and Testing
  • Service Improvement and outsourcing
  • Annual SWIFT Standard Audit
  • ISEA, ISO, compliance Audits

Senior Support Manager- Financial Messaging Service Bureau

D+H Nottingham (UK)
08.2015 - 01.2017
  • Responsible for meeting all relevant statutory and mandatory requirements associated with operations and for working within the framework of the company's core values, as well as promoting its ethos and mission statement.
  • Managing operations of 500+ customers and team size of the 40+ staff at D+H UK and USA and Team Lead (Swift Operations + Service Desk).
  • Oversee 100% of the blocker / critical requests, incidents, and problems
  • Manages and coordinates urgent and complicated support issues
  • Act as an escalation point for all requests and events
  • Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
  • Keeping track of critical or significant incidents and sharing RCA with customers
  • Handling Weekly Ops Review meetings with Support teams (Nottingham, London, and Salt Lake) and identify gaps to take corrective action
  • Maintain SLA doc for all the activities performed by the group, collect performance data, analysed and publish.
  • Train, coach, and mentor support specialists (Level 1 / 2) including career development
  • Oversee staff activities
  • Builds/ obtains (from other departments) training material for support staff
  • As needed, scheduled employees are working times and provide backup support
  • Interact with internal and external customers.
  • Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed
  • Will drive Ticket Deep Dive and develop strategies for improvement
  • Work to make Service Desk a single source of truth and service delivery channel for IT.
  • Review performance with the customer periodically during the on-going phase
  • Ensuring smooth operations for all systems across the IT teams.
  • Oversee Solutions repository and ensure top quality solutions are available to the staff
  • Develops Service and Business Level Agreements to set expectations and measure performance
  • Establishes a practical and workable framework for managing and improving customer IT support in the organisation
  • Advise management on situations that may require additional client support or escalation
  • (20%)
  • Manage the process for communicating outage/emergency activities to the organisation
  • Manage vendor relationships as it depends on daily operational needs
  • PO review and approval/budgeting responsibility
  • Review survey feedback to improve services, tools and support experience
  • Keep confidential all applicant, client, and verification and company proprietary information
  • (10%)

Senior Project Manager

FUNDTECH (UK)
02.2010 - 07.2015
  • My fundamental responsibility is to Implement Fundtech financial solutions, manage, monitor and ensure successful implementation and project closure
  • Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs
  • Delivered high-quality results by fostering a culture of accountability among team members and setting clear performance expectations
  • Managed budgets exceeding $1 million while effectively controlling costs through diligent financial oversight
  • As an Implementation consultant, I guarantee that projects are delivered on a correct and timely basis, and the objectives of the Implementation program are met
  • Analysing business objectives/processes and translating them into system and process requirements
  • Acting as primary contact for the client; ensuring outstanding client satisfaction
  • Rendering objective expertise, advice, and specialized skill with the aim of improving client's business performance
  • Alleviating risk factors through careful analysis of financial and statistical data
  • Developing vendors for better price, quality, delivery & increased volumes and identifying alternate vendors
  • Creating integration & compatibility with third party software products by leading programs for integration
  • Liaising the cross-functional teams and managers of technical, infrastructure, operations and applications teams
  • Partnering with the Product & R&D Team; providing feedback from business customers based on the consultations/workshops and suggesting innovative solutions in products.
  • Collaborating with Sales Team on pre-sales enquiries, RFP and contract reviews
  • Formulating the migration strategy for in-house/hosted customers and for customers migrating from other incumbent Service Bureaus to Finastra
  • Collaborated with Account management and Developed customer catalogue to standardize project pricing of different offerings.

IT Consultant - Enforcement Directorate

Pakistan Telecom Authority (Pakistan)
04.2007 - 12.2008
  • Primary responsibility was to create a fair regulatory regime to promote investment, encourage competition, protect consumers
  • Interest & ensure high-quality ICT Services
  • As a Consultant, I oversee all elements of a project in a way that leads, motivates, and coordinates a team of individuals with a common goal
  • Most often, I work on corporate-wide initiatives such as ICT project implementation, product implementation
  • Through the course of my work, I help provide a team with direction to define and manage goals and keeping a group on task to reach the goal.
  • Meetings with Telecom vendor, operators, and other stakeholders
  • Introduced various IT awareness projects in the Islamabad capital territory and other Zonal office jurisdiction.
  • Lead all regulatory enforcement policies and public affairs (telecom consumer rights) projects.
  • Development of IT & Telecom Intelligence Department (IT Auditors).
  • I have produced a research paper on the growth of broadband services in Pakistan.
  • Introduced and worked on mobile user antecedent’s verification systems in collaboration with GSM telecom operator.
  • Introduced new methods to perform Internet service provider surveys and inspection, using the strict enforcement methodology.
  • Formulating and implementing recommendations/solutions
  • Leading and managing those within the team, including analysts
  • Preparing annual Telecommunications industry growth proposals/presentations for ITU (International telecommunication union)

MTO – Telecom Enforcement Division

Pakistan Telecom Authority Pakistan
12.2006 - 04.2007
  • Applied the theory and put it into practice to develop the Administrative/ entrepreneurial skills in the telecommunications industry.
  • Conducted Quality of Service studies and surveys.
  • I have participated in several inspections against operators who are illegally terminating voice.
  • Internally managed the zonal office and prepared monthly, quarterly, and annual reports.
  • Introduced weekly meetings in which participants discuss their upcoming task and discuss what they had carried out previously.
  • I have carried out surprise checks and inspections in the areas of Rawalpindi to observe any violation of the Authority’s instruction regarding the streamlining of new mobile connection sales.
  • Worked as a programme coordinator between zonal heads.

Assist. Support Manager

HP Plus Hospital Management & Pharmacy
03.2000 - 07.2006
  • MIS administration (Database, stock taking, online systems)
  • Resource Planning
  • Liaising with pharmaceutical companies.
  • Customer portfolios database.
  • Managing Purchasing and procurement applications.

Management Trainee Officer

Standard Chartered Bank (Pakistan)
- 09.2004
  • Worked as a service quality assurance assistant, meeting, greeting, and dealing with clients and telephone inquiries.
  • Arranged meetings, handled clients’ portfolios, and corresponded with clients through e-mail.
  • Worked as coordinator (coordination between all the branch managers regarding target goals)
  • Awarded best team player twice in one month.

Education

MSC Engineering (Cybernetic & Communication) - Cybernetics & communication (Applied industrial process, wireless communication and mobile networking, group design project and research Method

Nottingham Trent University (UK)
Nottingham United Kingdom

Multidisciplinary master’s Programme -

Nottingham Trent University (UK)
Nottingham United Kingdom
02.2009 - 12.2010

Bachelor of Science - Computer And Information Sciences

Imperial College of Business Studies
Lahore Pakistan
04.2001 -

High School Diploma -

Hamdard University College Islamabad (Pakistan)
Islamabad Pakistan
04.2001 - 05.2002

Skills

Decision-Making

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Accomplishments

  • Attainment of ISAE3402 Type II accreditation and more importantly, SWIFT Premier label SIPv2.
  • Established 24/7 customer operations for world leading Fintech company.
  • A distinction in MSC final Project (accepted and implemented in the healthcare industry UK)
  • Alumni of the year award by Vice chancellor Nottingham Trent University
  • Award given by Chairman of the Pakistan Telecom Authority for conducting the best QoS survey of GSM in 2006 and 2007.
  • Lead RTR Jammers discontinuation project in Pakistan, Appointment by Chairman PTA
  • Involved in Fundraising for the President's Earthquake Victim Relief fund in December 2006. Included project planning, strategic decision making, sponsorship handling, target setting, crisis management and event management.
  • Wrote numerous articles for the Imperial College of Business Studies monthly circulation paper ‘The Imperial Times.’
  • Lead the ICBS cricket team and won interuniversity cricket tournament (Lahore, Pakistan)

Software Certifications

  • Aptech Certified Computer Programmer (ACCP)
  • DIPLOMA IN INFORMATION SYSTEM MANAGEMENT (2003).
  • CERTIFICATE OF PROFICIENCY IN INFORMATION SYSTEMS MANAGEMENT (2004)
  • HIGHER DIPLOMA IN SOFTWARE ENGINEERING (2004).
  • ADVANCE DIPLOMA IN SOFTWARE ENGINEERING (2005).

Fintech Domain Expertise

  • Working in the Fintech industry for last 12 year
  • Excellent understanding of Financial Messaging products
  • Experience in integration of various AML compliance products
  • Software as Service (SaaS) and Backing as Service (BaaS) industry.

Training Courses Workshops Attended

  • Compliance Training (Anti-Bribery and Corruption, Global Anti-Harassment Training, Global, Risk Management)
  • Agile for Operations (White Belt) Training
  • Prince 2 (APMG)
  • ITIL (APMG)
  • Business Continuity and Disaster recovery
  • Digital Banking - Omni, Modular, open and Smart Banking.
  • Team Management Course
  • Change Management
  • Anti-Money Laundering scanning tool – Total Screening
  • SAA Managing Alliance Access course.
  • WebSphere Application Server V7 Administration course (Windows/Unix/Linux)
  • Finastra Security Awareness Essential course
  • Managing Difficult Staffing Situations
  • Swift Net V.7 training course (SWIFT) Society for Worldwide Interbank Financial Telecommunication
  • Multi Discipline Project Management (Nottingham Trent University)
  • Project & Programme Management (London School of Economics)
  • Business management (Nottingham Trent University)
  • Biomedical / Clinical Research (UK) – Smart homes for people suffering from cognitive debases.
  • World Economic Forum Workshop on the economy of LDCs and WTO
  • Training on GSM quality of service tools
  • Attended several workshops on Human Rights
  • Participated in a seminar - Leadership and Community Development organised by Imperial College of Business Studies
  • Attended training on NGN network system in Pakistan.
  • Involved as a trainee in the World Telecom Forum
  • Participated in a technology workshop on IN (Intelligent Networks)

References

Available on Request.

Timeline

Global Head of Customer Operations FMM Business Unit

Finastra (UK)
09.2022 - Current

Director Customer Operations UK-US Service Bureau - Financial Messaging Marketplace

Finastra (UK)
08.2017 - 01.2022

Senior Support Manager- Financial Messaging Service Bureau

D+H Nottingham (UK)
08.2015 - 01.2017

Senior Project Manager

FUNDTECH (UK)
02.2010 - 07.2015

Multidisciplinary master’s Programme -

Nottingham Trent University (UK)
02.2009 - 12.2010

IT Consultant - Enforcement Directorate

Pakistan Telecom Authority (Pakistan)
04.2007 - 12.2008

MTO – Telecom Enforcement Division

Pakistan Telecom Authority Pakistan
12.2006 - 04.2007

Bachelor of Science - Computer And Information Sciences

Imperial College of Business Studies
04.2001 -

High School Diploma -

Hamdard University College Islamabad (Pakistan)
04.2001 - 05.2002

Assist. Support Manager

HP Plus Hospital Management & Pharmacy
03.2000 - 07.2006

Management Trainee Officer

Standard Chartered Bank (Pakistan)
- 09.2004

MSC Engineering (Cybernetic & Communication) - Cybernetics & communication (Applied industrial process, wireless communication and mobile networking, group design project and research Method

Nottingham Trent University (UK)

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Masroor KaramatExperienced Executive Leader