Beschreibung

Project/Program Manager in Banking and Tech sectors. I lead AI, CX, and ops projects from pilot to scale. Strong at PMO setup, KPI tracking, Stakeholder/vendor management, and Change Management. Recent work: Operations Outsourcing transition + async messaging and an AI copilot boosting efficiency and CSAT while saving millions. SQL/Power BI fluent. I keep plans clear, risks managed, and results measurable.

Sprachen

Englisch
Muttersprachlich oder zweisprachig
Deutsch
Grundkenntnisse
Urdu
Muttersprachlich oder zweisprachig

Arbeitsortpräferenzen

Vor Ort möglich

Berlin (bis zu 50 km)

N26 SE
ProgramManager - AI, CX & Ops Excellence
BANKEN & VERSICHERUNGEN
Mai 2024 - Heute (2 Jahre und 1 Monat)
Berlin, Germany
• Program lead for the rollout of asynchronous customer‑service messaging and AI Copilot; drove pilot → scale with adoption, training, UAT, and KPI instrumentation. Achieved 6x agent efficiency, +35% response SLA, +15pt CSAT, with ~€5M projected FY2025 savings
• Built a portfolio‑prioritization & intake model aligning €20k+/month impact and compliance‑critical initiatives to product roadmaps; established benefits tracking and quarterly planning; enabled ~€7M cost avoidance/savings
• Managed a program of 7 strategic partners (vendor governance, contract optimization, billing controls, SLA/audit readiness); instituted QBRs and steering cadence
• Acted as cross‑functional liaison with Product, Compliance, Legal, Finance; ensured commercial, operational, and regulatory requirements across joint initiatives
Corporate strategy Technical project management SQL Stakeholder Management Revenue Generation
N26 SE
Junior ProgramManager - Operations
BANKEN & VERSICHERUNGEN
April 2023 - Mai 2024 (1 Jahr und 1 Monat)
• Owned a portfolio of 15 cross‑functional programs across compliance, internal tooling, and lending; managed roadmaps, dependencies, budgets, and benefits; delivered ~€22M operational savings and scalability improvements
• Established PMO operating rhythm: ELT‑level steering, decision registers, and RAID governance; resolved 60% of high‑priority blockers within two cycles and aligned initiatives to OKRs
• Led outsourcing/offshoring workstreams reducing delivery cost by ~15% while maintaining regulatory compliance
• Implemented an enterprise risk‑assessment framework, lowering residual exposure to <7.5% and sustaining partnerships with regulated institutions
N26 SE
Complaint Operations Analyst
BANKEN & VERSICHERUNGEN
Mai 2022 - April 2023 (11 Monate)
• Redesigned complaint-handling processes, reducing regulatory complaints 35% and cutting weekly contact volume 20%
• Built SQL-based performance reports for regulatory audits and internal steering, ensuring transparency and data integrity across workflows
• Reduced the weekly volume of complaints per 100,000 customers stuck in Re-KYC by 30% by updating customer service processes to direct more users to fallback pairing