Canada

Service Design

Generalist Product Management

Technical Product Management

Platform Product Management

Group Product Management

Program Management

Project Management

Business Transformation

Certificate of Higher Education

Zerin Karim

Founder and Principal Consultant

Public Speaking

Product strategy

Communication

Collaboration

Problem-solving

Critical-thinking

Empathy

Organisation skills

Presentation skills

Customer service

Stakeholder management

Leadership

Project management

Analytical skills

AI/ML

Conversational AI

Community management

Content strategy

Python

Airtable

Canva

ChatGPT

Framer

JavaScript

Jira

Lucidchart

Miro

Confluence

Workday

Founded impact consultancy to support acceleration actions for development (SDGs) leveraging expertise in technology and innovation for human mobility and displacement solutions. Responsibilities include,

- Research and publish insights around emerging signals of change and technology trends that can accelerate innovation on solutions for human mobility and displacement
- Contribute to the repository of consulting for impact and knowledge bank by preparing market insights, consumer insights and whitepapers
- Contribute in promotional and branding activities of The Catalyst Lab through public speaking, article writing, media pitch and social media engagements
- Track the trend in consulting industry, identifying and implementing growth opportunities
- Build a community of innovators working on accelerating actions for development with solutions for human mobility and displacement
- Develop clients and generating revenue for the consulting services, identifying opportunities and generating leads
- Meet clients to understand their problems and requirements of consulting solution
- Prepare consulting proposals and singing the consulting contract with client
- Plan and execute project delivery plan in collaboration with other consultants or partners
- Guide and mentor project teams to deliver quality solution to clients
- Manage the financial aspects of the projects, such as client payment, project budgets, expenditures, research and development, and ROI.
- Visit and work at client location as and when requires for project related work
- Manage client relations and creating positive testimonials and references of the client

Adviser and leader to the Group Chief Information Officer on Strategic Innovation, Operating Model and Talent transformation with key achievements including,
- Established a strong team to lead Talent Diversification through strategic partnerships and early career programs, Talent Intelligence and Analytics to manage attrition and improve employee learning and development investment outcomes
- Designed and launched a multi-year operating model transformation plan to achieve an efficient federated Technology organisation, implementing OKRs (Objectives and Key Results) aligned to Group Strategy across the portfolio and supporting transformation plans with a multimillion pounds cumulative savings roadmap
- Led the biggest employee development event in the history of the company delivering nearly 5000 hours of live and diverse learning experiences to nearly 7000 employees across 22 countries in partnership with 18 vendors and 100 subject matter experts

Appointed by the divisional president to design and incubate a new business division including, shape of the product portfolio, operational model and future growth strategy.
- Introduced blockchain based Learning and Employment records (LER) verification and Artificial
Intelligence (AI) generated assessments driven by learner model and knowledge graphs
- Researched and advised divisional President on green skills transition incentive models and led
the Technology work stream for a $120m acquisition of a skills data and AI company
- Built a £40m business case including impact analysis and recommendations for execution on
big tech partnership strategy for social sustainability impact and divisional growth

Primary Technology Adviser to Country Directors in international markets supporting digital strategy development and execution for key enterprise capabilities with key achievements as,
- Designed and implemented an impact scoring framework across international markets to baseline digital readiness and remote proctoring solutions for high stakes assessment to manage disruption caused by the 2020 pandemic 
- Deployed eCommerce capabilities and virtual academies in multiple European markets contributing to the growth of a £350m revenue region 
- Led the design and delivery of a new Corporate solution, from product development to sales and operations, full value chain configuration in 12 weeks launched in three regions (Europe, Latin America and Middle East)

Creating and managing a diverse portfolio of investments. Performing market analysis, liaising with legal, accounts management and surveyors to secure deals. Strategic planning on investment capital allocation and expenses for the company.

Primarily responsible for end to end management of Technology Operations  (Tech Ops) Pipeline to meet business needs at speed and scale.
- Automated 40% of Tech Ops requests developing the first iteration of a service catalogue, - increasing speed to market for the business
- Transformed customer user journeys reducing manual interventions by 60%, re branding operating unit and launching new consumer experience driven site 
- Developed data models and dashboards in partnership with intelligence teams to improve portfolio reporting and identify efficiencies

Core responsibility to support the Technology Operations Portfolio Director in identifying and addressing opportunities for optimisation.
- Designed and implemented portfolio governance processes for all tech ops programs reducing decision making bottlenecks, improving consistency and accountability across initiative owners
- Centralised third party contract renewal and cost tracking processes for outsourced resources, significantly reducing financial errors or delays in service on/off boarding
- Discovered and mapped 3000+ tools and applications across the enterprise network, building a database of owners and sunrise to sunset road maps improving cost transparency and planning for the business

Responsible for analysing and managing business wide demand to delivery cycle for services provided by technology operations,
- Developed offline process to centrally manage multiple small scale projects at the Technology Operations (Tech Ops) Pipeline
- Established positive rapport with functional teams across within and outside the business unit enabling higher visibility of change initiatives for the overall portfolio
- Improved customer experience by establishing better practices of communication and conflict management reducing number of escalations
- Collaborated with functional teams such as engineering and delivery, hosting ops and transition management, to develop processes to deliver Tech Ops requests in an organised and timely fashion increasing overall request response rate and quality of delivery significantly

First line Corporate hardware and software support as well as specialist support during change programs to the Duke of Westminster, family and wider business across Asia, Europe and Americas.
- Supported major migrations from legacy infrastructure for telecom, security, archival and other core enterprise capabilities, rolling out applications such Mimecast, SharePoint and Lync 2013 throughout the business
- Delivered user adoption program to in excess of 500 clients through multiple mediums, including one to one in person or remote training, writing user guides in the deployment of several new services across the company
- Developed new processes for service improvement, implementing a closed feedback loop between the global user group and core IT support team

Appointed as technician at the Genius bar to transform detractors to promoters, caring for distressed customers through effective brand conflict management.
- Delivered one to one training and support to VIP clients on specialist Apple applications and general device knowledge achieving 100% net promoter score consistently
- Raised awareness of available product solutions in the business for customers up to 80% and nominated mentor for guidance and training delivered to new and existing team members
- Increased overall quality of customer journey by 20% by analysing and implementing changes to workflows at the Genius bar and setting exemplary documentation skills, assuring clear history of every independent case in the database for lessons learnt and future follow ups

Primarily responsible for customer consultations, educating internal stakeholders and external customers on evolving product landscape and supporting leaders as deputy during peak seasons in the market.
- 100% net promoter score on customer feedback for sales, product training and workshops
- Top of the leader board most consistently for securing maximum number of financing contracts 
- Recommended by business team as reliable multilingual interpreter delivering more personalised experiences to executive customers

Delivered front line customer service, contributed in back of house production, stock control and management.

Responsible for marketing a specific product whereby developed effective tactics for engaging with potential clients and successfully established a purchase group. Tracked, collected and communicated product campaign performance to management both during and end of each product marketing cycle.

Planned, designed and implemented ideas through producing visual marketing content. Actively participated in client hunting and capturing potential opportunities in the market by effective research.

Provided private tutoring services to IELTS test candidates improving their English as a second language skills for speaking, listening, reading and writing in General and Academic english.

Zerin Karim🇨🇦

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