Description

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.

Languages

English
Native or bilingual
German
Basic
Urdu
Native or bilingual

Workplace preferences

Can work on-site

Berlin (up to 50km)

N26 SE
ProgramManager - AI, CX & Ops Excellence
BANKING AND INSURANCE
May 2024 - Today (2 years and 2 months)
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
BANKING AND INSURANCE
April 2023 - May 2024 (1 year and 1 month)
• 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
BANKING AND INSURANCE
May 2022 - April 2023 (11 months)
• 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