Hi, I’m
Asma Haneef
Manager, Strategy And Innovation
Toronto,ON
Summary
Highly motivated and results-oriented Manager with over 6 years of experience in strategy, innovation, and project management. Skilled in identifying market opportunities and implementing innovative solutions to improve customer experience and drive business growth. Adept at leading cross-functional teams, managing stakeholder relationships, and developing effective strategies to meet organizational goals.
Overview
6
years of professional experience
1
year of post-secondary education
4
Certifications
Work History
TD BankToronto, ON
Team Manager, Strategy and Operations
03.2017 - 01.2021
Job overview
- Assisted with creating new 'phone line system' for the officers which resulted in improving abandoned call rates by 15%
- Collaborated with 10 cross-functional teams to design & introduce a new customer engagement product, launching with 90% of target feature set
- Implemented agile methodology and product roadmap development to improve project delivery, resulting in a 30% reduction in project deadlines
- Analyzed recovery data to identify trends and opportunities; increased recovery targets by 10% by facilitating training and communication on key findings
- Led cross-functional teams to identify, prioritize, and implement innovative solutions, resulting in a 20% reduction in operational costs
- Conduct A/B testing and product prototyping to validate new product ideas, resulting in a 40% increase in customer satisfaction
TD BankToronto, ON
Operations Team Manager
02.2016 - 03.2017
Job overview
- Collaborated with business partners and provided strategic direction in the execution of comprehensive product reviews, resulting in 10% more efficient resources.
- Proven ability to drive a scorecard - leading a team of 18 officers, across Montreal and Toronto, resulting in a 25% increase in performance.
- Directed successful launch of redesigned UI platform following QA tests, resulting in an 81% efficiency improvement for operations.
- Oversaw project team of 10 to devise automation systems, reducing manual tasks by 29%
- Developed and implemented KPIs for onboarding performance; created and executed personalized development plans for 50+ employees, resulting in a 20% increase in overall team productivity
TD BankToronto, ON
Transitional Team Lead
01.2015 - 02.2016
Job overview
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Handled 25 customer escalation complaints through highly effective problem resolution strategies; ability to take charge and provide innovative solutions and in-depth product knowledge
- Identified process gaps to mitigate risk, assisted in creating process maps for over 15 processes which ensured maximum efficiency while providing legendary customer services
- Ensured 100% quality control among the team through call listening, side by side coaching while also conducting SWOT analysis on various processes while completing tasks in a timely manner
Education
Ivey Business School, Western UniversityLondon, ON
MBA
03.2022 - 03.2023
Skills
Microsoft Office
SQL
Project Management
Communication
Product Prototyping
A/B Testing
Certification
Data Analysis, BrainStation
Timeline
Data Analysis, BrainStation
05-2023
Product Management Certificate, BrainStation
12-2022
Certified Scrum Mater Product Owner
10-2022
Ivey Business School, Western University
MBA
03.2022 - 03.2023
PMP
06-2021
Team Manager, Strategy and Operations
TD Bank
03.2017 - 01.2021
Operations Team Manager
TD Bank
02.2016 - 03.2017
Transitional Team Lead
TD Bank
01.2015 - 02.2016