Suleman Waseem Philip

• Responsible for carrying out Ethics & Compliance program at Engro in its eight subsidiaries.
• Conduct workplace investigations, prepare and present Investigation Reports to the Ethics & Compliance Committee/BODs.
• Designing and execution of Ethics & Compliance Communication & Training Program.
• Coordinating and corresponding with different functions across the organization for investigation, control development and execution of Disciplinary Actions and following up on implementation of decisions taken by Ethics & Compliance.

Contribution/Achievement(s)

• Designing and implementing investigation report formats for internal documentation and for compliance committee/BODs
• Designing & Execution of Ethics & Compliance Education & Training Program nationwide for all subsidiaries.
• Drafting compliance policies and procedures on Anti-Corruption & Bribe, Conflict of Interest and Gifts & Business courtesies.

• Carrying out Ethics & Compliance based risk assessment of the organization
• Identification of Key Risks, designing & execution of key controls, mitigation actions and carrying out Ethics & Compliance monitoring activities
• Conduct and oversee third party’s due diligence/sanctions screening identifying Ethics & Compliance risk, and design & implement mitigation plans accordingly
• Conduct and oversee workplace investigations, prepare and present Investigation Reports to the Ethics & Compliance Committee
• Designing and execution of Ethics & Compliance Communication & Training Program

Contribution/Achievement(s)

• Designing and implementing investigation report formats for internal documentation and for compliance committee
• Designing & Execution of Compliance Education & Training Program for Careem globally, both for Careem colleagues and the third parties
• Designing and documenting compliance policies and procedures on anti-corruption & bribery, third party due diligence, conflict of interests, sanctions screening of captains & employees and Confidential reporting hotline & Investigations.

• Conduct compliance investigations, prepare and present Compliance Investigation Report to the Ethics & Compliance Officer/ Compliance Committee
• Coordinating and corresponding with different departments involved for investigation, control development and execution of Disciplinary Actions and following up on implementation of decisions taken by Ethics & Compliance Officer.
• Supporting Ethics & Compliance Officer in execution of Ethics & Compliance Program for the organization
• Ensure all employees are well educated on the Code of Conduct and Key Policies
• Designing and execution of Ethics & Compliance Communication & Training Program
• Carrying out Compliance Risk Assessment and coordinating with other departments in implementation of controls and mitigation
• Handling and preparing complete compliance data for presentation to the Board of Directors Quarterly and Compliance Committee as and when required

Contribution/Achievement(s)

• Training on Integrity Awareness of over 2500 employees nationwide.
• Training on Integrity Awareness for Business Partners, suppliers and Outsourcing Partners nationwide.
• Code of Conduct based risk assessment.
• Implemented processes for improved response to employee’s complaints & queries.
• Employee of the quarter for Q1 2014, Q4 2015 and Q3 2018.

• Conduct investigations related to financial/Non-Financial Frauds.
• Lead monitoring on the alarms of fraud controls reports.
• Analysis of data produced by different source systems in GSM network and IT.
• Cross-functional coordination with area experts, systems owners and business users within customer care division and external departments for detection and identification of key risk areas.
• Assistance in development of logical and reconciliation controls over GSM network systems and Business support systems for detection of revenue leakages.
• Facilitate the control responsible for optimization of fraud control.
• Developing and monitoring compliance of defined processes with the help of all relevant stakeholders.
• Lead the designing & monitoring of Customer Services Fraud controls.
• Design and manage fraud awareness program.

• Defining and standardizing quality policies and procedures
• Monitoring quality performance of the contact center
• Help the agent learn to be more professional, customer-focused with periodic feedback
• Providing feedback for training need assessment & training of agents.
• Evaluation of company’s websites, IVR (intercreative voice response) and SIM STK.
• Training Quality Assurance departments at outsourcing partners as per Telenor Customer Services Standards.

• Handling and dealing customer concerns and complaints via inbound calls
• Making outbound calls to customers for troubleshooting and complaints resolution

Contribution/ Achievement(s)

• Participated in the development of excel based reporting tool to measure call center agent’s performance.