Bushra Zaheer, Project Manager in Riyadh, Riyadh Province, Saudi Arabia
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Bushra Zaheer

Verified Expert  in Project Management

Project Manager

Location
Riyadh, Riyadh Province, Saudi Arabia
Toptal Member Since
November 2, 2022

Bushra is a trustworthy project, program, and technology delivery manager with over 13 years of extensive experience driving complex projects across multiple industries ranging from medium-sized to multinational FMCGs such as Unilever. Skilled in leveraging multicultural cross-functional teams, Bushra has strong expertise in organization change, digital transformations, innovation roadmaps, and software development methodologies, including Agile, Waterfall, and hybrid approaches.

Project Highlights

Saudi Payments
Managed and successfully delivered a multi-million SAR project of Saudi Payment Regulatory with 100% SLA, directing the project from initiation to execution with over 30 resources spread across onsite and offsite cross-functional teams.
S&D Pro | Transformation to Online and Hybrid Features
Led and launched the online and hybrid version of S&D Pro, a retail ERP, as part of the technical and digital transformation roadmap, involving over 100 resources to transform this critical milestone successfully.
Unilever Global LeverEdge Offline Program
Delivered the S&D Pro ERP to more than 16 countries through this incredible journey.

Expertise

Work Experience

Quality Project Manager

2021 - 2022
TestCrew
  • Undertook end-to-end project transition from Capgemini. Recruited, onboarded, and trained over 30 team members from Egypt, Jordan, India, Pakistan, and Saudi Arabia.
  • Led over 50 resources spread across on-site and off-site cross-functional teams and handled multiple projects in the financial and payments regulatory domain within Saudi Arabia.
  • Developed and drove a successful project lifecycle through Agile project management approaches.
  • Navigated critical large-scale projects from concept to completion while ensuring adequate project governance, stakeholder management, and planning and forecasting throughout the project lifecycle.
  • Ensured project deliverables exceeded the client's expectations by gathering feedback and requirements. Communicated the needed changes to the concerned teams and oversaw seamless, high-quality rollouts on time and within budget.
  • Conducted root cause analysis (RCA) for project-related incidents by working with the application support and incident management teams, ensuring resolution within the service-level agreement (SLA).
  • Designed and formulated key project materials such as project management plan, project discovery phase plan, release management plan, product and sprint backlogs, change management plan, and risk management plans.
  • Fostered strong team engagement and cultivated a transparent work culture resulting in high-productivity levels.

Consultant

2021 - 2021
Hul Hub
  • Analyzed and recommended necessary process improvements using Agile methodologies.
  • Articulated organizational goals, translated business needs into technical terms, and instilled shared accountability for achieving milestones.
  • Established, hired, and trained software quality assurance (SQA) personnel by formulating end-to-end SQA processes, policies, key materials, and software testing lifecycle (STLC).
  • Standardized the implementation of Jira and Confluence across the organization.

Deputy Senior Manager

2018 - 2020
Centegy Technologies
  • Directed cross-functional teams comprising more than 25 onsite and offsite resources and oversaw multiple multimillion-dollar product deliveries per year through streamlined product management practices and effective project governance.
  • Secured the Unilever Offline Program spanning 16 countries. Successfully delivered retail enterprise resource planning (ERP) solutions for reputed fast-moving consumer goods (FMCG) clientele such as PepsiCo, Reckitt, Engro Corporation, and FMN.
  • Conceptualized and streamlined process re-engineering, organization change management, and governance leading to a consistent business process improvement and client satisfaction score, resulting in higher client retention and robust business growth.
  • Reported directly to the executive leadership team and successfully delivered multiple digital transformation, artificial intelligence (AI), and new technologies (research and development) projects within the stipulated timeline and budget.
  • Outlined innovative product vision, innovation, and transformation road maps with leadership and clients.
  • Devised Agile, Waterfall, and hybrid approaches, write-ups, standard project documentation, and templates, articulating them across the organization through coaching, training, and workshop sessions.
  • Received a 100% audit score from KPMG Pakistan for software development lifecycle (SDLC) processes, including test automation.
  • Standardized IT infrastructure library (ITIL) and IT service management (ITSM) process by streamlining service desk, SLA, incident management, problem management, and change management.
  • Designed and formulated project lifecycle, including project scoping, project planning, plotting milestones and tracking, risk management, and multiple successful client deliveries through proven project management skills.
  • Headed the SQA program, implementation, and maintenance of the quality management system and SQA road map, improvising test strategies and supervising the internal audits to monitor the compliance of processes as per organizational guidelines.

Quality and Processes SME

2016 - 2019
Unilever
  • Served as a liaison between Unilever global and Centegy Technologies for continuous improvement, process, and quality delivery improvisations.
  • Managed company-wide SDLC process implementations, cleared the SDLC and STLC process audit by Unilever Global Team, and achieved a 100% audit score.
  • Accomplished Level 2 DevOps maturity for Centegy Technologies by initiating continuous process improvements, resulting in client retention and process maturity upgrades.
  • Recognized with a Certificate of Appreciation from Unilever Global in 2017 for outstanding contribution to the business.

Manager

2015 - 2017
Centegy Technologies
  • Spearheaded a team of over 15 resources and oversaw single source-based application programming interface (API), mobile, web, and desktop releases and deliveries for large-scale retail sales and distribution products with a 50+ customer base.
  • Developed, monitored, and tracked multiple project plans and managed changes to the project scope, schedule, and costs using appropriate verification techniques and efficient stakeholder management.
  • Performed risk management to minimize potential risks and mitigate risks.
  • Guided the SQA program, ensuring continuous process improvement in compliance with standard operating procedures and optimizing QA practices.
  • Expanded product test automation by over 2000 business cases to reduce regression costs and time by 20%.
  • Executed several technical transformations such as configuration management through Concurrent Versions System (CVS), Azure DevOps Server and Microsoft Test Manager, test automation framework, IT service desk tool, and product release versioning.

Senior Consultant

2013 - 2014
Centegy Technologies
  • Identified gaps and formulated process improvement plans by working collaboratively with the leadership team, resulting in improved product quality and timely project delivery.
  • Teamed up with current clients to understand needs for improved functionality, and communicated with Product Managers to develop product enhancements that boosted client satisfaction by 27%.
  • Managed the SQA Program, Team management & QA activities including Test Strategies, Test Planning, Test Designs, Test executions, Defects reporting and tracking, Status Reporting.
  • Regulated and supervised the internal audit functions to monitor the compliance of processes as per organizational guidelines.
  • Stabilized Test Automation through introducing Framework approach for long term management & maintenance approach.

Assistant Manager

2012 - 2012
Centegy Technologies
  • Deployed and integrated software engineered by the team and updated integration and deployment scripts to improve continuous integration practices.
  • Liaised with the product managers to identify minimum viable product (MVP) requirements and clearly defined feature sets into well-scoped user stories for individual team members.
  • Collaborated with senior-level management and development community to define software and application architecture.
  • Led the SQA activities, including test strategies, test planning, test designs, test executions, defects reporting and tracking, and status reporting.
  • Worked with defect tracking, source code control, and software release systems, ensuring high-quality software releases over time.
  • Introduced test automation from scratch, designing and developing automation solutions.

SQA Engineer | Team Lead

2009 - 2012
Daedalus Software
  • Steered the SQA team to support a bioinformatics product and supervised quality assurance efforts, leading to high-quality project deliverables and minimizing non-conformance issues regulated by the Food and Drug Administration (FDA).
  • Performed test management activities, including test strategies, test planning, test designs, test executions, defects reporting and tracking, and status reporting.
  • Designed, developed, and reviewed business test scenarios and test cases.
  • Chaired SQA status meetings with onsite and global offshore teams.
  • Engaged in test automation using Selenium and tracked project risks and resources throughout the product lifecycle.

Test Engineer

2008 - 2009
Avanza Solutions
  • Collaborated with key stakeholders to help define testing strategies per client requirements while achieving scalability, reliability, performance, and resource costs.
  • Executed end-to-end testing lifecycle from test planning to test execution and post-implementation support.
  • Participated in the analysis, test case creation, execution, and resolution of defects detected during project test phases, suggesting appropriate workarounds.

Agile Transformations

Devised organizational Agile transformation using Agile methodologies and successful implementation of Jira and Confluence across the organization.

I streamlined process reengineering by applying Agile methodologies, Scrum framework, kanban board, and extreme programming (XP) techniques to improvised release management, quick deliveries, and time to market (TTM) with ultimate quality.

Working as an Agile coach with multiple teams, I achieved a smooth, agile adoption and built up self-organized and self-managed cross-functional teams, standardizing the implementation of Jira and Confluence across the organization.

On this project, I headed SQA professionals and organized, hired, and trained SQA personnel by formulating end-to-end SQA processes, policies, key materials and STLC for agile projects.

Test Automation Framework

Delivered a keyword and data-driven test automation framework of over 4,000 automated complex business cases.

I led the design, architecture, and development of a test automation framework for retail ERP and broadened test automation to a keyword and data-driven framework, adding over 4000 complex business cases to reduce regression cost and time by 70%.

Process Improvement and SOP Implementation

Initiated, analyzed, and developed standard operating procedures (SOPs) through process improvements and ensured company-wide implementations and adoptions with 100% success.

I identified gaps in the current process and practices of the organization based on thorough analysis and experience, formulated process improvement plans by working collaboratively with the leadership team and conducted training and coaching sessions for company-wide implementations and adoptions with 100% success.

Saudi Payments

Managed and successfully delivered a multi-million SAR project of Saudi Payment Regulatory with 100% SLA, directing the project from initiation to execution with over 30 resources spread across onsite and offsite cross-functional teams.

Through proven Agile and hybrid project management skills, I developed and drove the project lifecycle from initiation to execution, including project scoping, project planning, concept development, requirements documentation, design and analysis, test plans, plotting milestones, and quality assurance. The technical project includes websites, APIs, mobile apps, hybrid apps, critical data integrations+management, and payment gateways.

I undertook an end-to-end project transition from Capgemini by recruiting, onboarding, and training over 30 team members from Egypt,
India, Pakistan, and KSA.

The project landed successfully in the business as usual (BAU) phase with 100% SLA and client satisfaction.

Web Development in Various Domains

Delivered multi-lingual websites and web-based solutions to many customers, including those from the UAE.

I was part of several web development projects. The websites and web-based solutions were from various domains like health care, CRM, HCM, payroll, and eCommerce, enabling multi-lingual support.

I successfully managed the end-to-end delivery of solutions from initiation to roll-out and post-project support.

BTM-Research

Launched and maintained a product-based bioinformatics solution named BTM-Research for the University of California for cancer-related research.

I managed, tested, and delivered a biomaterial tracking and management (BTM) Research product. The team included over 20 onsite and offsite resources, with some working from Pakistan and the rest from the US. I applied an iterative-based approach to SDLC.

AI Chatbot

Designed and delivered a knowledge-based chatbot for retail distributors.

In continuation to technology transformation, I played the role of scrum master and added value in designing and developing a knowledge-based chatbot with a scrum team of 10 using the Scrum framework. Dialogflow was used as the base tool for the bot design.

I was directly involved in the research and development of the complete project and successfully integrated it with retail ERP. It helped retail distribution to get basic results through build-operate-transfer (BOT) delivery, including sales and stock-keeping units (SKU).

Reinforce | Digital Transformation for Farming Business

Delivered a digital solution to the agriculture industry, easing the life of farmers while managing a team of over 15 cross-functional resources.

Considering the demand of the digital era, Engro Corporation launched the project to support the agriculture industry, adding value to farmers' life.

The project involved a team of around 15 cross-functional resources and was later set as a benchmark.

Quick Sync

Managed and delivered a back-end solution to merge data from multi-distributed environments to central databases.

I managed and delivered a complex solution to merge data from distributed sites to the central database. The solution comprised online and offline features, where multimillion records were merged in parallel through a configurable processing threshold. The manual and auto features were available to sync whenever needed or configure it to sync automatically.

Data reconciliation was used to track missing records daily and merge any pending or missed records for any reason, such as low internet or connectivity issues, and reports were created to track the sync statuses.

S&D Pro | Transformation to Online and Hybrid Features

Led and launched the online and hybrid version of S&D Pro, a retail ERP, as part of the technical and digital transformation roadmap, involving over 100 resources to transform this critical milestone successfully.

In continuation to delivering the technical and digital roadmap and product vision, we designed a solution to upgrade the S&D Pro ERP with online and hybrid features. From design to roll-out, tireless efforts were involved, ensuring change, stakeholder, and risk management, using an Agile approach to provide flexible and quick time to market.

Customers can use the web portal online/offline or hybrid, integrating the data from mobile apps on run time and through transfers, BI reports, and chatbots. The key factor is maintaining the data integrity, maintenance, and reconciliations without any loss.

AppDate | Automatic Deployment Tool

Launched an effective solution to perform the release deployments automatically.

Automation is a must-have and most needed factor in today's world. We have designed and delivered an autonomous solution for any product that needs to roll out the release upgrades to distributed sites and ensure its timely deployment. A team of over five resources worked as a Scrum team to formulate and deliver this solution.

Level 2 DevOps

Accomplished Level 2 DevOps maturity for Centegy Technologies by initiating continuous process improvements, resulting in client retention and process-wide maturity upgrades.

I analyzed, improvised, and accomplished Level 2 DevOps maturity for Centegy Technologies by initiating continuous process improvements. As a result, we achieved client retention and process maturity upgrades.

Mobiz

Delivered a smart solution for call centers and businesses, supporting SMS, email, and chat features.

I managed a diverse and smart scalable solution for bulk SMS, email, and agent chat features, which can be integrated with any existing solution to perform the desired operations to support any business type.

Kayako Service Desk Support Implementation Using ITSM

Implemented an automated service desk support using Kayako.

I applied ITSM practices and implemented Kayako for service desk support, setting up configurable client-based SLAs, auto ticket opening through email and its responses, and bringing in a visible status of the client issues and its resolution time provided. It strengthens the overall customer support operations.

SOPs Design and Implementation for Insurance Division

Analyzed, designed, and delivered standard operating procedures (SOPs) as part of process improvisation for the insurance division.

I analyzed, designed, delivered, and implemented standard operating SDLC processes across the insurance division, which is now part of FWU, by coaching and training the resources, accomplishing the audit by KPMG Pakistan with 100% success.

S&D Pro Retail ERP

Managed and delivered the S&D Pro product to multiple clients.

A complex web and mobile-based product with over 50 clients, running the product based on a single source code management approach to manage and deliver multiple product releases. We initially used the Waterfall and later adopted the Agile methodology to foster development, change management, and time to market.

I implemented many XP techniques for source code management, including configuration management, modularization, continuous integration, test automation, Scrum for release management, and Kanban boards for status updates.

Backlog refinement and management was a tricky part of ensuring that the most wanted items from multiple clients and increments were added to support client deliveries.

Unilever Global LeverEdge Offline Program

Delivered the S&D Pro ERP to more than 16 countries through this incredible journey.

I led, facilitated, designed, and delivered a long-term project, with tireless efforts involved in bidding the solution to the FMCG giant Unilever. I acquired the contract and then rolled out plans for more than 16 countries, replacing their legacy systems, training the resources, enabling support to deployed ones, maintaining SLA, and piloting new ones.

It was necessary to employ strong project management skills to accomplish this incredible journey with over 200 resources. I also worked as SME for quality and processes for Unilever Global for three years.

It was a complex ERP program, which consisted of multiple applications from different vendors, with web apps, mobile apps, data synchronizations, APIs, middleware, and BI reporting.

AWS Cloud Migration

Successfully migrated around 60 boxes of prod and non-prod from the private cloud to a public cloud for one Fortune 500 company,

Led the successful migration of an offline program for a global fast-moving consumer goods player: 17 countries, prod and non-prod, from a private cloud of Mindtree to an AWS public cloud.

Around 60 boxes were migrated without a single day slip, including Windows, SQL, integrations, and foundation services like firewalls, load balancers, and active directories.

The migration was accomplished without any P1 and P2 incidents.
2017 - 2017

Diploma in Project Management

Pakistan Institute of Management - Karachi, Pakistan

2004 - 2007

Bachelor's Degree in Computer Science

University of Karachi - Karachi, Pakistan

MAY 2023 - PRESENT

Agile Team Facilitation Certification (ICP-ATF)

International Consortium for Agile

FEBRUARY 2023 - PRESENT

ICAgile-Agile Certified Coach (ICP-ACC)

International consortium for Agile

APRIL 2022 - APRIL 2024

Certified Scrum Product Owner (CSPO)

Scrum Alliance

APRIL 2022 - APRIL 2024

Certified Scrum Master (CSM)

Scrum Alliance

FEBRUARY 2022 - PRESENT

Scrum Foundation Professional Certificate (SFPC)

CertiProf

FEBRUARY 2018 - FEBRUARY 2024

Project Management Professional (PMP)

Project Management Institute (PMI)

DECEMBER 2015 - PRESENT

ITIL Foundation Certification

Axelos

Tools

Project Management & Work Tracking Tools, Jira, Zoom, Confluence, Microsoft Project, Git, Microsoft Test Manager, SQL, Dialogflow, TFS, G Suite, Slack, Skype, CVS, Bugzilla, AWS Deployment

Platforms

Enterprise Resource Planning (ERP), Oracle, Monday.com

Paradigms

Scrum, Agile Project Management, Change Management, Agile, Testing, Requirements Analysis, Behavior-driven Development (BDD), Agile Software Development, Agile Product Management, DevOps, Organizational Change Management (OCM), Azure DevOps, Continuous Deployment, Agile Leadership, Agile Delivery, Software Testing Lifecycle (STLC), User Acceptance Testing (UAT), Kanban, XP, Iterative Development

Industry Expertise

Healthcare, Architecture

Other

Software Development Lifecycle (SDLC), Project Management, Mentorship & Coaching, Agile Transformation, Process Improvement, Program Management, Minimum Viable Product (MVP), Agile Coaching, Stakeholder Management, Scrum Master, IT Service Delivery, Project Delivery, Technical Project Management, Process Documentation, Proof of Concept (POC), Feature Prioritization, Communication, Project Coordination, Team Leadership, Remote Team Leadership, People Management, Agile Sprints, Software Project Management, Estimations, Web & Mobile Applications, Process Improvement Project Management, Web Project Management, Quality Assurance (QA), Discovery Workshops, Project Planning, Project Timelines, Automation, Version Control, System Integration, Digital Project Management, Project Discovery, PMO Development, Project Management Office (PMO), Project Management Professional (PMP), Evaluation, Project Tracking, Reporting, Discovery, Feature Backlog Prioritization, Waterfall Methodology, Best Practices, User Stories, Resource Management, Sprint Planning, Sprint Ceremonies, Product Development, Project Management & Delivery, IT Product Management, Process Optimization, Web Applications, Process Flows, Product Owner, Project Scheduling, Task Scheduling, Integration, Certified Project Manager, Product Management, Backlog Management, Digital Transformation, Risk Management, Release Management, IT Project Management, System Migration, Digital Platform Development, Organization, End-to-end Implementation (E2E), CRM APIs, Vendor Selection, Healthcare IT, Migration, Data Migration, Project Portfolio Management (PPM), APIs, Technical Project Monitoring, Business Analysis, Web Development, Technical Product Management, Product Owner, Developer Relations, Human Resources (HR), Business to Business (B2B), Customer Relationship Management (CRM), Vendor Management, Workflow, Operational Streamlining, IT Governance, eCommerce, Workshops, User Experience (UX), SaaS, Operations, Consumer Packaged Goods (CPG), Agile Practices, Estimation & Planning, IT Service Management (ITSM), ITIL, Microsoft Teams, Webex, Microsoft Office, Zephyr, Test Automation, Global Team Management, Offshore Team Management, Selenium, BlueJeans, Discord, Google Meet, Team Management, IT Consulting, Jira Administration, Conflict Resolution, QA Leadership, Quality Auditing, Portfolio Management, Technology Transformation, Quality Management, Configuration Management, ITSM, Consulting, SOP Development, Deployment, Quality Control (QC), QA Testing, Continuous Improvement, Cross-functional Team Leadership, Team Building, WatiN, Katalon, Coaching, Business Process Improvement (BPI), Process Design, Leadership, Strategic Planning, Service-level Agreements (SLA), Executive Reporting, Technical Design, Complex Problem Solving, Innovation, Strategic Planning & Execution, Product Transformation, IT Deployments, Scalability, Kayako, Audits, Scrumban, New Product Rollout, Cloud, Cloud Migration, Disaster Recovery Plans (DRP), Data Analytics, Design, Teams, Artificial Intelligence (AI), Python

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