Wisal Mahmdia
UAE-Dubai,United Arab Emirate
Summary
Quality control and Risk Management professional experienced in developing organization's risk Management and quality strategy, procedures and processes. Monitor quality performance and managing company risks and quality standards . Develop and sustain Quality Management System in accordance to business requirements. Manage quality audit program to identify and resolve non-conformities and embed culture of continuous improvement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technology & Projects Risk Management Manager
Mobile Telecommunication Network(MTN)
Khartoum , Sudan
10.2022 - Current
- Assist in defining and implementing an effective risk strategy to identify, assess, mitigate/leverage and report on risks and opportunities Technology & Key strategic Projects in particular and MTN Sudan in general.
- Design and implementation of an overall risk management process for Technology & Key strategic Projects including analysis of financial impact in event identified risks manifest and insure that strategic projects are executed with minimum risk exposure.
- Perform Risk Assessment: Analyzing current risks and identifying potential risks within company risk environment generally and in particular assigned functions and Key Strategic Projects spaces and supporting resources and assist in developing key risks indicators and monitoring agreed thresholds.
- Risk reporting tailored to relevant audience.
- Support and educate assigned functions’ stakeholders on most significant risks - ensuring business heads understand risks within their areas; ensuring individuals understand their own accountability for individual risks.
- Support in creation of business continuity plans to limit identified risks.
- Review any new major contracts or internal business proposals to ensure associated risks are adequately identified and addressed
- Support in building risk awareness amongst staff by providing support and training within MTN Sudan.
- Liaise with Compliance to identify new regulatory changes affecting business function services control framework.
- Prepare all monthly, quarterly and annual divisional reports to ensure delivered as and when due.
- Manages daily operation and administration activities of assigned business functions according to established procedures and timeframes.
- Lead and managing risk, opportunity and Issue management across company strategic projects.
- Actively manage risk and opportunity mitigation actions for strategic projects.
- Prepare pre-assessment for strategic project and lesson learnt report post projects.
- Facilitate deployment and maintenance of Technology risk and controls model with assigned Technology teams using telecoms standard models
- Direct activities of project managers and project teams to ensure quality and timeliness of project completion
- Conducted assessment on new platforms to confirm technology solutions leveraged cutting-edge integration capabilities.
FinTech and Digital Risk Management Manager
Mobile Telecommunication Network (MTN)
Khartoum , Sudan
05.2021 - 09.2022
- Assist in defining and implementing effective risk strategy to identify, assess, mitigate/leverage and report on risks and opportunities .
- Support in design and implementation of overall risk management process including analysis of financial impact in event identified risks manifest.
- Perform risk assessment: Analyzing current risks and identifying potential risks and supporting resources and assist in developing key risks indicators and monitoring agreed thresholds.
- Support in establishing level of risk .
- Provide input to risk management and insurance budgets as applicable.
- Risk reporting tailored to relevant audience.
- Support in building risk awareness amongst staff by providing support and training within company
- Liaise with Compliance to identify new regulatory changes affecting services control framework, advice on relevant impact and assist to formulate policy and advise on KYC, AML, Privacy and associated risks.
- Responsible for maintaining information security of physical or information assets that access, use, or manage as per company policies
- Prepare all monthly, quarterly and annual divisional reports to ensure are delivered as and when due
- Manages daily operation and administration activities of MFS & Digital Department according to established procedures and timeframes
Online Channel and social media a supervisor
MTN
Khartoum, Sudan
08.2019 - 04.2021
- Managing Fintech call center team to make sure employees are in compliance with rules and regulations of an organization & provide recommendations.
- Managing Social media platform and SMS .
- Monitor social media (FB, WB, Twitter …) team to make sure employees are in compliance with rules and regulations of an organization & provide recommendations.
- Monitor SMS & Online Channels teams to make sure employees are in compliance with rules and regulations of an organization & provide recommendations.
- Support in design of key performance indicators (KPI) for operators .
- Design & update IVR contents .
- Support in development of operator scripts, IVR messaging, and design of telephone routing systems to ensure that callers are quickly able to obtain information require.
- Liaise with IT team to rapidly resolve technical issues.
- Ensure information management systems are up-to-date and relevant with timely information.
- Design, promoting & Managing operation of ( Self-Service ) App.
- Acting Online Channels and Social Media manager
- Supported team by demonstrating respect and willingness to help.
- Completed duties to deliver on targets with accuracy and efficiency.
- Applied positive customer service approach to increase satisfaction levels.
- Developed plans and strategies to promote continuous improvement.
- Increased revenue by upselling and recommending products.
- Applied critical thinking to analyze problems, evaluate solutions and select best decisions.
Quality Assurance Specialist
Mobile Telecommunication Network, (MTN )
Khartoum, Sudan
08.2014 - 07.2019
- Monitor contact center, Back and front liner agent. & to make sure call center employees are in compliance with rules and regulations of organization & provide recommendations.
- Conduct procedures, policy & process internal audit insuring that all Customer Relations’ employees are compliance with rules and regulations of organization.
- Drafted corrective actions for non-conforming products and continued quality improvements.
- Monitored regulatory changes and reviewed legislative documentation for consistent company compliance.
- Led internal audits to uncover vulnerabilities and quality issues.
- Drafted reports detailing audit findings and corrective actions.
- Maintained compliance with regulatory requirements and company policies.
- Followed up on corrective action requirements to verify resolution.
- Evaluated established processes to determine root cause of non-conformance.
- Investigated customer complaints to address areas of improvement and eliminate non-conformances.
- Trained and mentored direct reports within Quality Assurance department.
- Gathered and reviewed current data to determine areas in need of improvement.
- Tracked quality metrics and implemented strategies to address underperforming areas.
- Determined correct procedures for inspection and review to standardised audit processes.
- Worked with internal teams to evaluate and implement quality initiatives.
- Reviewed project requirements to uncover challenges and recommend resolutions.
Education
M.Sc. - Computer Structure and Networks
University of Khartoum
Khartoum2023
PG Diploma - Information Technology
University of Khartoum
Khartoum2018
B.Sc. (Honors) - Computer Engineering
University of Gezira
Wad Madani2008
Skills
- Reporting skills
- Communication skills
- Strong Analytics and reporting skills
- Planning, presentation, communication, and interpersonal skills
- Problem solving, and decision-making skills
- Interpersonal & customer service skills
- Engineering testing and analysis
Languages
Arabic
Native
English
Intermediate
Certification
- ISO 31000 Lead Risk Manager (Credential ID RMLM1109605-2022-12)
- Total Quality Management.
- Business process management.
- Lean six sigma green belt.
- prince2
- CAFCA in preparation for the certification exam (ACAMS)
- Fintech Risk Management .
- Project Risk Management.
Projects
- BSS change management and risk management 2023
- MTN Fintech separation from GSM 2022
- Fintech system (EWP) risk management 2021
- chatbot management 2020
- Reward program for the CEX Division 2017
- Self care system (MyMTN) 2016
Timeline
Technology & Projects Risk Management Manager
Mobile Telecommunication Network(MTN)
10.2022 - Current
FinTech and Digital Risk Management Manager
Mobile Telecommunication Network (MTN)
05.2021 - 09.2022
Online Channel and social media a supervisor
MTN
08.2019 - 04.2021
Quality Assurance Specialist
Mobile Telecommunication Network, (MTN )
08.2014 - 07.2019
M.Sc. - Computer Structure and Networks
University of Khartoum
PG Diploma - Information Technology
University of Khartoum
B.Sc. (Honors) - Computer Engineering
University of Gezira
- ISO 31000 Lead Risk Manager (Credential ID RMLM1109605-2022-12)
- Total Quality Management.
- Business process management.
- Lean six sigma green belt.
- prince2
- CAFCA in preparation for the certification exam (ACAMS)
- Fintech Risk Management .
- Project Risk Management.
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