Usman Saeed

  • Pakistan, Islamabad
Usman Saeed

Analytic Professional

Summary

Over 10 years of global experience in Industries such as Telecommunications, Financial Services, and Corporate Real Estate.

From last 5 years at SNL Financial lead Space management function and provided solutions to workforce demands towards space and fulfilled business need. Preparing and managing performance metrics, score cards, dashboards and advance analysis to provide actionable insights that helps in decision making support to executives. Using CAFM/IWMS to gain seat sharing and saving $ amount per seat/employee basis on global portfolio. Supported (CAPEX/OPEX) budget and gained diversified experiences in financial analysis & ERM.

Prior to SNL I worked with Zong CMPAK (China Mobile) as a workforce management professional tasked on preparing and managing rosters of 1000 plus employees for customer services centers. Used advanced forecasting techniques for predicting call traffic such as Erlang B and C for managing the company’s service levels and scheduling resources. Handling MIS and doing workforce planning for CC domain with HR support.

Prior to CMPAK Zong I worked with Ufone (Etisalat) as analytic and reporting professional for 3 and half years. In R&A division I mastered in preparing CC KPIs, Intensives, trends and variance Insights. Used MS Excel (& Macros) for creating these business critical reports & analysis.

Work experience

Work experience
Jan 2015 - Present

Manager, GCRE Planning and Analysis

S&P Capital IQ + SNL Financial
  • Leading Planning and Analysis function across all geographies.
  • Occupancy Planning for SNL Global offices.
  • Providing direct support to Dir. GCRE for portfolio strategy and performance measurement.
  • Providing decision support by independently collecting business data, building Excel models, performing analysis and generating actionable insights.
  • Ensuring capacity and other related cross-departmental processes are documented and continually evaluated and improved.
  • Provide budgets support within GCRE and serve as primary point of contact with finance and all related matters.
  • As a subject matter expert, supporting and working with CRE team members and other internal stakeholders on initiatives and projects as necessary.
  • Preparing GCRE monthly updates and presentations (in Excel or PowerPoint) as appropriate for sharing information, reporting performance, analyzing options, and supporting decision making process.
  • Training, mentoring and leading the efforts of team member(s) responsible for assisting the CRE capacity function in all related geographies.
Aug 2013 - Jan 2015

Assistant Manager, Corporate Infrastructure Planning & Analysis

S&P Capital IQ + SNL Financial
  • Leading Capacity Planning & Analysis
    • Capacity Management of SNL Corporate Infrastructure that include over 3K Seats at 19 global locations.
    • Providing analysis and recommendations as needed to support decisions in HR, Corporate Real Estate, Contract Administration, Corporate Travel, Disaster Recovery and Risk Management, and/or Project Resource Planning.
    • Managing Global Employee moves & Floor plans functions
    • Corporate Infrastructure Dashboard Management.
  • Financial Planning & Analysis
    • Track SNL Corporate Infra CAPEX/OPEX budget and prepare variance analysis for favourable or unfavourable accounts.
    • Support in CAPEX/OPEX Budget preparations
    • Corporate Support
    • Enterprise Risk Management: Promotes the awareness of Risk management techniques, SME on the risk assurance process at SNL Islamabad office
  • Projects:
    • CAFM tool "Office Space" Implementation at SNL: Selected and Implemented Computer Aided Facilities Management tool from well-known vendor "Office Space" at SNL Financial for its Floor plans and Move management
    • Revamping SNL floor plans to automation and Global Dashboard preparation
    • Lean implementation on Processes and effectively reduced waste and implemented new strategies in processes.
Dec 2010 - Aug 2013

Senior Analyst, Corporate Infrstructure Planning & Analysis

S&P Capital IQ + SNL Financial
  • Capacity Management of SNL Corporate Infrastructure that include over 3K Seats in 18 global locations.
  • Track SNL Corporate Infra Capex & Opex budget and prepare variance analysis for Fav/UnFav accounts.
  • Space Planning on headcount forecasts and preparing business case expansion wrt sqft/seating capacity.
  • Provide analysis & recommendations as needed to support decisions in HR, Corporate Real Estate, Contract Administration, Corporate Travel, Disaster Recovery and Risk Management and/or Project Resource Planning.
  • •Successfully implemented & managing Global employee move management function.
  • Successfully implemented & managing SNL Corporate Infrastructure Global Capacity planning Dashboard.
  • Managing SNL Global Floor plans - implemented automation by using MS Excel to produce space statistics & reduced time from hours to real time update on change.
  • Preparation and implementation of Risk Management Procedures, frameworks and techniques.
  • Promotes the awareness of Risk management techniques, lead and manage the risk assurance process at SNL Islamabad office.
Dec 2008 - Dec 2012

Officer, Workforce Management

CMPAK Zong (A China Mobile Company)

Resource Staffing: Rosters scheduling for over 350 Seats, for 2 Contact Center on-line 24/7, and over 50 seats of call center support staff, resulting in increased overall seat utilization and Service Level.
Training Schedules: Scheduling training plans for inbound staff, such as refreshers, updates, policies practices, new promotions.
Headcount Management: Maintaining the Headcount of Call center (Contractual/Permanent) staff, Putting head count requirements. Providing procedures for attrition control (& reduced overall attrition to 15%) & suggesting equal team restructuring models.
Workload Forecasting: Forecasting & planning workforce on calls traffic load accordingly for different skills/queues using ERLANG C model to achieve maximum Service level. Also Maintaining call center staff utilization & optimization.
Reports & Analysis: Preparing Dashboard reports for Call center & WFM Manager, Auditing reports for possible error tracking and sending recommendations for discrepancies.
Adherence Monitoring: preparing adherence presentations for visibility, highlighting call center daily/monthly shrinkage in scheduling. Resulting in adherence decrease from 18+% to 5% - 7%
Automated Spreadsheets: Preparing & implementing automated spreadsheets for Manual process, so they can be calculated as per prepared KPI’s.
Admin Management: Keeping tracks on administration process and making procedures for stream lining call center admin process.
Training Excel: Giving MS Excel techniques training to required recourse.
Presenting proposals for better benchmarks for Call center process after research & Surveys.

Accomplishments:
Planned Roster Structure (Excel based) for colossal resource staffing..
Planned Call Center Dynamic Dashboard (Excel Based) for Executives & Management
Achieved Zonger of the Month Award for January 2010.

Jul 2005 - Dec 2008

Analyst, Reporting & Analysis

Ufone (Etisalat)
  • Reporting & Analysis
    • Providing Analysis on trends, agent output, comparisons, promos, management reports, rise & down falls situations to management for decision making.
    • Auditing/creating Reports on Data/ processes related to Contact Center in attractive format.
    • Handing, Auditing & updating Call Center MIS 
    • Workforce planning for 250 licensed seats according to traffic load on different queues. 
    • Incentive calculation and development for Call Center outsourced & permanent staff.
    • Developing and implementing Workforce team KPI's and ensuring compliance with organizational policies.
    • Handling HR issues (incentive issues, sales/purchase records, Employees DB)
    • Search & Development for approaches on analysis & reports to be more efficient.
    • Performing Surveys for managing lack & requirements in Contact Center
    • Conducting product knowledge Quiz from Inbound on regular basis
  • CCE (Customer Care Executive) Jul 2005 - Dec 2007
    • Handling customer queries on-line & providing faster, reliable resolutions to their problems & also manipulating their data management during calls.
    • Dealing corporate clients for their queries regarding to their product, billings, Value added services & other communication problems 
    • Partial telemarketing of new promotions launched
Feb 2005 - Jul 2005

Analyst, Accounts

DV Com Limited
  • Creating administrative reports using MS Excel for Daily purchase/Sale, balance sheets, monthly stock and finance calculations.
  • Presentation & managing data MIS
  • Profit/Loss Calculations

Education

Education
2001 - 2005

B.C.Sc

AL-Khair University

Software engineering

1998 - 2000

Intermediate in Computer Sciences

College of Commerce

Computer Sciences

Skills

Skills

Capacity & Space Planning Management
Workforce Management and Analytic
Financial Analysis
Enterprise Risk Management
Budgeting & Forecasting
Resource Scheduling /Roster Management
Disaster Recovery and Business Continuity Planning
Reporting and Analysis
Project Management
CAFM (Computer Aided Facilities Management) or IWMS (Integrated Workplace Management system

Certifications

Certifications
Jun 2014 - Oct 2014

Auto CAD

NICON
Jan 2014 - Apr 2014

F3 - Financial Accounting

Center for Professional Education

Financial Accounting

Forecasting

Budgeting

Ledger

Account statements

Balance sheets

Mar 2012 - Jun 2012

Project Management diploma

CASE Islamabad