Imtiyaz Ali

• The lead in managing monthly, quarterly, and annual reporting requirements to be delivered by the Business Management Team
• Provide timely, accurate, and relevant information to enable decision making and support desired business outcomes through dashboards and digital reports
• Seeks opportunities to automate repetitive reporting processes through efficient use of systems and provides technical expertise to SOCON stakeholders while supporting the development of operational & quality improvement for data, tools and processes to advance insight generation
• Maintain expert knowledge of all main data sources, classifications, etc
• For the data used within the SOCON Team and build the team’s ability to effectively utilize these data sources for reporting purposes
• Demand management – conducts intake for reporting requests from stakeholders, develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs
• Data and dashboarding knowledge management
• Builds reports and visualizations to effectively communicate data driven insights to users for a variety of audiences i.e., data into reports, graphics, dashboards to illustrate facts, trends and insights
• Develops strong business partner relationships to foster understanding of key drivers and metrics to ensure disclosures effectively communicate results
• Responsible for SOCON OKR’s, KPI reporting at a minimum monthly
• Working with Business Management leadership, contribute to the design, development and distribution of management reporting
• Develop and maintain SOCON dashboard of SLA’s, volumes and forecasting at a minimum monthly and as required
• Review results of service level and volume forecasts, identifying discrepancies and performing root cause analysis
• Perform other duties as required

Selected for a three-month secondment as Interim Manager, Client Services, based on my experience and ability to drive operational improvements. In this role, I provided leadership and strategic support to enhance team efficiency, resolve key challenges, and implement process improvements

Dec 2024 – April 2025

• Email Backlog Reduction: Successfully launched a dedicated Email Team, reducing backlog, improving response times and service efficiency
• Email Quality Improvement: Enrolled the team in the 'Elevate Your Email' online training course to enhance email communication and client engagement
• Message Centre Management: Oversaw ongoing operations to ensure seamless client communication and reduction of backlog
• QDI New Account NIGOs Backlog: Took ownership of backlog management, collaborating with Sales Directors to provide training and strategic direction
• QDI Transfer NIGOs: Partnered with the Transfers team to address transfer-related issues and improve processing efficiency
• Investor Plus Upgrade Process Enhancement: Redesigned the upgrade process to eliminate reliance on the Service Centre, streamlining client transitions
• Qtrade Error Report Optimization: Increased team capacity by streamlining ESDC reject handling, leveraging the Marketing team to connect with clients for issue resolution
• IR Activity Review: Increased team capacity by optimizing the allocation of non-contact activities to the most suitable teams
• Walk-in Clients Management: Partnered with Facilities and Communications to implement office signage and website updates, effectively redirecting clients to appropriate service channels
• KPI Reporting: Provided strategic insights and commentary for weekly and monthly QDI service team KPI reports, supporting data-driven decision-making
• Escalations Management: Partnered with the Client Concerns team to resolve multiple client complaints efficiently; additionally, trained the team to retrieve QDI/QGP statements and documents, enhancing issue resolution
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.