Experience

Flagstone

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Senior Product Manager

  • Jan 2023 - Present



Fitch Learning

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Product Manager

  • Dec 2021 - Dec 2022



British Council

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Global Product Lead

  • Jan 2019 - Dec 2021

  Brought in an effective and lean Programme vision & direction to deliver multiple digital Products utilising governance and technology approach that ranged from Lean Six Sigma and technology like Cloud solutions, AWS DevOps , Data integration layers utilising CaaS and PaaS solutions.Product Development & Management lead responsible for rollout of major technology transformation and e-commerce products and back-office management systems on a global scale across over 100 countries.Developed and implemented products for over 3.6+million customers and 200 Partner Organizations in one year post launch.Delivered Business Reports & Analytics framework with the focus to provide business analytics and intelligence insights aimed towards growing the product, understanding customer behaviours and business forecasting. Managed external suppliers and delivery through external vendors and Partner organisations for both development & support functions.Implemented new service management framework for Software as a Service serving universities and partner organisations.Reduced end-users’ complaints by 25% through product champions engagement, support reviews and value-add features recognition.Innovated and managed the development of a new customer-facing B2B and B2C e-commerce system for all exams products that are now generating £2 million worth of sales per month.Effectively implemented a new structure of Agile delivery with cross- product single change pipeline, whilst bringing in best industry practice in Scrum and Agile project management.Drove the revamping of digital landscape post Covid19 to bring in capability for new and faster delivery of digital solutions that support remote customer interaction and relationship / service delivery over the web.Managed annual budget of £4million for global technical product development and BAU management of SaaS with operational services. Show less

• Product Manager

  • Mar 2015 - Dec 2018

  Successfully delivered the transformation of IELTS for new Computer Delivered products development.Transformed manual management of global IELTS business with 6million annual customer base to a fully digital online solution lead operation.Delivered digital Marking product, a transformation from manual marking through the build and delivery of automation enablers required to ensure a scalable and consistent marking activities.Delivered Identity, Authentication and Management (IAM) digital product required to ensure the integrity of the IELTS exams delivery are continually upheld. Product has so far been used to authenticate over 20million customers (test takers) since launch.Developed a full knowledge management system for IELTS product involving 210 centres globally as a supplement to face to face training delivery to over 310 end-users of the system.Tracked, reported, and analysed website analytics, PPC initiatives, and campaigns. Executed tests, collected and analysed data, identified trends and insights in order to achieve maximum ROI in paid search campaigns.Implemented standard tools like Confluence/ Jira and Slack for effective cross-organisation team collaboration and Scrum teams management. Show less



Telent Technology Services Ltd

• United Kingdom
• Telecommunications
• 700 & Above Employee

• IT Service Management Product Lead (Projects)

  • Nov 2009 - Feb 2015

  Designed and implemented a real-time field engineer service product integration with Ticketing systems (BMC Remedy) delivering 85% efficiencies in real time customer update to both customer and service operation centre. Utilised strong analytical and research techniques to identify gaps and inconsistencies within current products and innovated improvement of existing systems Implemented remote management of station workstations and server’s communication equipment of major rail firms in the UK in over 100 locations ensuring reduction of over 40% of all escalated issues. Responsible for Service Excellence through Service reviews involving data analysis and reporting; supplier and stakeholders management. Managed roll-out of new IT systems (PC Refresh) for staff and migration of staff profiles onto new systems in a timely fashion with minimal impact on business functions via Active Directory/Windows Server technology. Developed systems to carter for online newsletter publications and managed the training of the team to produce effective online communications. Managed the Business Continuity Plans of the firm in addition to the implementation of the Information Security Management Policy ensuring data security is at the heart of the firm's operations. Show less