MUHAMMAD AMMAR RIAZ

I am a dynamic, results-oriented Assistant Operations Manager with a proven track record of achieving outstanding performance in the industry.

My work and achievements so far are:

I am a dynamic, results-oriented Assistant Operations Manager with a proven track record of achieving outstanding performance in the industry. y

• Leveraging a combination of strategic thinking, leadership, and a data-driven approach, I have consistently exceeded goals and delivered exceptional value to S&P Global Market Intelligence
• Key Achievements: + Leading a 12-member analyst team, realizing a 20% productivity boost in Q3 2023 and curbing turnover through motivational leadership
• Sustaining a 95% client satisfaction rate by proactively engaging clients, delivering customized solutions, and addressing their concerns
• Successfully overseeing department-wide projects, securing a 25% efficiency improvement, and ensuring on-time project deliveries
• Directing a comprehensive department-wide apprenticeship program for 53 analysts, providing practical exposure to managerial roles, training processes, technical department insights, and work assignments - resulting in a multi-skilled workforce
• Currently heading the department's engagement committee, successfully conducted Rewards & Recognition for FY 2022 and H1 2023, along with organizing quarterly formal dinners and outdoor engagement activities - all of this resulted in higher team motivation, harnessing overall team cohesion

Ongoing additional responsibilities:

• Continue to ensure team compliance with guidelines, policies, and research tools during data collection
• Maintain supervision over performance evaluations, talent development, and talent management processes within the team
• Uphold transparent communication channels across diverse levels and teams
• Sustain interaction with internal and external clients, contributing to data enhancement initiatives and new projects
• Maintain the management of daily operational activities, including workflow analysis, resource allocation, and performance reviews. This encompasses comprehensive team training, resource planning, and team development strategies.

In my current position, I am leading the Apprenticeship Program as the Program Coordinator . This program encompasses four distinct modules: Training & Development, Operations (management), Technical (Support Engineering), and Workforce (staff responsible for work assignments). Over 53 analysts are actively participating in this comprehensive program, spanning across all four modules.

During the Q3 and Q4, I effectively executed two of the program's modules. Through this initiative, we've identified and harnessed remarkable talent within the Training & Development and Technical modules. These exceptional analysts have since transitioned into roles as Points of Contact (POCs), mentors, and trainers, serving as a testament to the program's remarkable success thus far.

My core work responsibilities included:

- Scoping (real-time editing), Editing (up-to 98%+ accurate) and Proofing (100% accurate) of earnings/company conferences/shareholder and investor/merger & acquisitions conferences (covering 13,000+ companies worldwide, including Fortune 500, 100 and alike)

Progress and Achievements during my tenure:

- Promoted to Data Researcher Level 2 based on exceptional performance (both objective and subjective work

- Promoted to Data Researcher Level 3 based on exceptional performance (both objective and subjective work

- Promoted to Assistant Manager (exclusive recruitment drive end-to-end with complete application, testing and 2 panel interviews)

- Won 2 Above & Beyond awards for exceptional productivity

- Won 2 Quarterly Reward & Recognition awards for high-quality product delivery to the client in record time

- I am Certified Lean Facilitator (CLF)

- Took on numerous challenging in-house projects, showcasing ability to thrive, taking on risks that result positively in department's overall health

- Projects included: Training & Development of existing workforce to a new skillset (2 complete batches)

- Refresher sessions to existing and new workforce on our workflow (10 complete batches)

- 2 successful Lean Projects resulting in savings of FTEs

- To increase my cross-role knowledge and expertise, I signed up for our annual Apprenticeship Program:

TAP 1.0 - participant for Training & Development

TAP 2.0 - Co-Lead for Training & Development

TAP 4.0 - as participant for Transcripts Support Engineer

TAP 4.0 - as Co-Lead fo Training & Development

Engagement Activities Committee:

- Co-Lead of Department's Activities Committee's Logistics (November 2018 to March 2020)

- Promoted to Head of Department's Activities Committee

As HOD Activities Committee conducted successful 5 Rewards & Recognition events, 3 team-building activities and 2 official team dinners. All of this resulted in team motivation, recognition and moral builder which showed positive results towards higher productivity by 20%.

Tech Savviness:

- I was one of the 2 facilitators from my team in ISB to successfully migrating a team of around 35 analysts, from Windows 7 to Windows 10. It was a global migration drive at S&P Global, and I was part of this as facilitator.

- I have also trained over 30+ analysts on CISCO IP Communicator (soft IP phone used for contact with clients/conferences)

- My in-depth understanding of tech-related issues of our core tools helped me do an RCA on new hire employees who were facing issues with one of our tools (Eclipse). The successful RCA helped immensely as those new hires went on to produce quality transcripts taking on ~2% of our productivity targets (out of total targeted number of over 5,000+ events covered in a quarter)

- I have various other refresher sessions that I conducted with my team members on core workflow under my belt related to our tools

• I have worked there as Intern Revenue Management
• Major responsibilities included: + Cultivating positive client relationships
• Effectively addressing client feedback and resolving conflicts
• Managing hotel bookings and rates to uphold operational excellence.

• I have worked there as Idea Manager
• Major responsibilities included: + Developing strategic plans
• Providing insights for designated tours
• Coordinating tour logistics
• Analyzing customer feedback.

• I was employed at Axproz, a software house, for a duration of 6 months
• My core duties comprised: + Managing customer interactions
• Handling inbound and outbound calls
• Generating email tickets
• Engaging with customers via live chat
• Maintaining daily sales data records
• Serving as a liaison between departments to address live customer inquiries.