Imran khan

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Imran khan

  1. 1. Imran KhanEmail: imran_bollinger@yahoo.com; Contact No:9177114464H.No.-10-4-503/3/A, Sri Ram Nagar Colony, 1st Lancer, Masab Tank. (Near Tulasi High School), Hyderabad-500028 SYNOPSISA result oriented professional with over 7 years of diversified experience in BPM (Business ProcessManagement) Business Process Standard defines how we specify business processes across the Bank.Customer Service, varying from HR Operations (Recruitment, Payroll, Benefits, Administration, People SoftSystems, and General Enquiries), Credit Cards (Chargeback’s), Team Management, and Hotel Industry.Presently associated with HSBC – HDPI Ltd. as Assistant Manager R2BP – Process Excellence. Adynamic go getter and trend setter with the desire to remain on a cutting edge. Well disciplined with provenability to manage multiple assignments efficiently under extreme pressure while meeting tight deadlineschedules. Establish performance goals to meet efficiency levels, resolution targets, and quality assurancestandards. Provide leadership to the team assigned, consistent with Group and Company policies andstandards. Leading a cohesive team, working in a supportive team environment driven by people centricvalues. Leading to the motivation and effective development of individuals to meet business targets.To assume a challenging role in the BPM (Business Process Management) realm by leveraging andimproving upon my role as a business solutions consultant. CORE COMPETENCIESStrategic Planning: Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. Motivate and develop team members to meet business objectives. Create robust team environment where skills and knowledge are openly shared to achieve team and business goals. Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them. Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction. Drive Staff Development through Soft Skill training. Development plans and Performance Management Reviews. Reward and Recognize service excellence. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology. Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives. Assist in execution of processes performance improvements in the areas of cost, customer experience or risk. Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.Team Supervision: Leading & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets. Recognizing areas of improvements and organizing training programs for the same. Make decisions, identify and resolve complex process related queries on a day-to-day basis. Team capacity planning and generation of MI for business and management. Responsible for maintaining a team climate in which creativity thrives and processes and productivity are continuously improved. Skilfully liaised with the Managers in attaining the set targets as well as ensuring best service to the customers. Expertise in planning, staffing, and training. Powerful leadership skills and strong ability to manage and motivate staff to achieve great results. Communication has been the key strength as any corporate initiative was delivered to the process in good spirit to enhance the work knowledge, atmosphere, better delivery of SLA/PLA and creation of the concept we as a team instead of I.Key Account Management: Ensuring speedy resolution of queries & grievances to maximize client satisfaction levels. Instrumental in carrying out People management and ensured that attained all targets and goals. Worked towards providing new joiner training as well as performance assessment ensuring adherence to the pre-specified procedures. Earn the confidence / trust of stakeholders with credible analysis, demonstrating a good understanding of the business situation and deep insight into data. Knack for finding ways to improve business processes and speed up time to market.
  2. 2.  Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition) To smoothen the impact of erratic workflows, through effective capacity planning, leave management and process prioritization. Work is Organized and processed/completed within agreed timescales, including ongoing monitoring, and review of workflow and priorities, in accordance with procedures.
  3. 3. WORK EXPERIENCESummary of Experience in HSBC – EDPI Private Limited - Hyderabad, Andhra PradeshRole: – Assistant Manager - R2 Process Excellence (April ’10 - Till Date)Role ContextThis role requires understanding the business processes to map new processes within the guidelines andtime constraints established by the project manager / process design lead / Analyst. R2BP standards define the requirements for best-in-class business processes that are intended for group-wide deployment. R2BP standards provide a holistic approach focused on addressing all aspects of process management including : – Unique identification & definition of Business processes – Customer centric process design that leverages best practices – Controlling variants and standardizing processes – Building configurability and capability to reuse process modules – Process performance measurement, monitoring & improvement – Process change control and – Process risk management A common process mapping notation that is understood across the Bank and enables consistency in implementation. Supports STP, Self service, Rationalization of processing locations, Roles & skills and identifies system linkages. R2BP standards are being continuously enhanced to address the life cycle of Business process with focus on process optimization and continuous improvement.Roles & Responsibilities: Typical responsibilities span across design, deployment or improvement phases of a business process and include: Mapping of ‘AS IS’ and ‘TO BE’ process information in line with inputs received from the design team, using R2BP standards and tools such as Provision. Gathering and analysis of process data required for benchmarking, identification of best practices, design or deployment of business processes. Assist design leads / Analysts in identification of process improvement opportunities with a focus on continuous improvement. Assist in execution of processes performance improvements in the areas of cost, customer experience or risk. Working under the direction of process design leads and Analysts, ensure the business process design complies with One HSBC principles & R2BP and other group standard tools. Over time develop proficiency in specific banking products, project management, data analysis (sampling, simulation), business case generation, process analysis and modelling. Identifying, and categorizing Process variants (including configurable options) that may be applicable to a specific location in order to facilitate rationalization through a review of process information. Defining key process performance indicators in line with R2BP standard. Responsible for creation and maintenance of relevant documentation relating to design decisions, policies and procedures.Key Achievements:Principal Accountabilities Proven strategic thinking skills. Good analytical, problem solving, presentation, and written and verbal communication skills. Exceptional interpersonal skills with ability to gain the confidence and respect of senior executives.Impact on the Business Completion of Process mapping deliverables on-time, to agreed quality, well presented and documented in line with R2BP standards. Contribution to overall process design, deployment and performance improvement projects.Customers / Stakeholders Earn the confidence / trust of stakeholders with credible analysis, demonstrating a good understanding of the business situation and deep insight into data.Leadership & Teamwork Ability to work independently and organize workload with minimal direct supervision. Demonstrated aptitude to learn new products / processes / businesses and gradually build expertise in one or more CoEs / process groups. Effectively collaborated with team members, share information and ensure success of the initiative.Operational Effectiveness & Control
  4. 4.  Experience with Six Sigma, Project Management, and System Development Methodologies. Knack for finding ways to improve business processes and speed up time to market. Working under the direction of process design leads and Analysts, ensure the business process design complies with One HSBC principles & R2BP and other group standard tools. Over time developed proficiency in specific banking products, project management, data analysis (sampling, simulation), business case generation, process analysis and modelling.Role: – Senior Executive - UK HR Operations (November ’07 to February 10)Role ContextHave been associated with HR Operations since November 2007, The HR Centre of Excellence (HR COE)team within Service Delivery provides support to Human Resources teams across HSBC Group on HR relatedfunctions including Recruitment, Payroll, Benefits, Administration, People Soft Systems, and GeneralEnquiries etc. Worked towards proper hiring, application processing, completing references (voice based /telephonic), completion of files & recruitment as per the Line Manager’s co ordination.Roles & Responsibilities: Interact with Business Partners, Candidates, Regional Contacts, Employee Relations on a regular basis for UK Employee Resourcing. Have always maintained professional relationship within the Team and with colleagues across GSCs and counter parts at Business area. Involvement in Six Sigma initiatives. Handled projects independently as well as worked in a team environment, managing customer expectations related to timelines and deliverables. Ensured that training for new hires in the section is completed in accordance with the training plans and monitor progress made by the trainees to achieve required proficiency in line with the desirable results; ensuring adherence to the pre-specified procedures. Played an effective role in brand building by ensuring better customer service. Worked towards proper hiring, application processing, completing references (Verbal/Written), completion of files & recruitment as per the Line Manager’s co ordination. Make decisions, identify and resolve complex process related queries on a day-to-day basis. Team capacity planning and generation of MI for business and management. Responsible for maintaining a team climate in which creativity thrives and processes and productivity are continuously improved. Skilfully liaised with the Managers in attaining the set targets as well as ensuring best service to the customers. Issues / problems were fully analyzed and resolved or escalated. Appropriate actions were taken to prevent recurrence. Procedural changes/new initiatives were fully communicated and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs/PLAs. To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms. Communication has been the key strength as any corporate initiative was delivered to the process in good spirit to enhance the work knowledge, atmosphere, better delivery of SLA/PLA and creation of the concept we as a team instead of I.Role: – Senior Executive - Chargeback’s - Credit Cards (March’04 to October’07)Role ContextDeals with Fraud Investigation on the Customers Credit Cards, check for authenticity of the fraud claim andchargeback the fraudulent transactions as appropriate.Chargebacks are used to reverse financial charges related to unacceptable or fraudulent transactions. Weas the Issuing Bank exercise this facility and charge the transaction(s) backto the retailers Acquiring Bank.Roles & Responsibilities: Trained and Lead team on different crucial projects like Chargeback recovery Report, and MI Difference Report. Ensured problem situations proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures were taken to improve quality and prevent reoccurrence. Pivotal in brand building as well as ensuring the attainment of the specified targets. Skilfully liaised with the Managers in attaining the set targets as well as ensuring best service to the customers. Issues / problems were fully analyzed and resolved or escalated. Appropriate actions were taken to prevent recurrence. Procedural changes/new initiatives were fully communicated and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs/PLAs. To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.Summary of Experience in ITC hotels - KolkattaRole: – Guest Service Valet (January ’03 to June ’03)Role Context
  5. 5. I was associated with the Hotel Industry, and was working with ITC hotels -Kolkata, as a guest servicevalet. This period of my career saw me working my way up from tasks of an assistant to co-ordinating teamefforts and activities.Roles & Responsibilities: Excellent knowledge in all customer service areas of restaurant, bar and hotel. Strong rapport with customers, extensive skills in management, very professional and reliable person. Expertise in planning, staffing, and training. Powerful leadership skills and strong ability to manage and motivate staff to achieve great results. Supervising and coordinating activities of workers engaged in preparing and serving food, ordering food, beverage and supplies and maintaining strong relationships with vendors.
  6. 6. ACHIEVEMENTS Have been nominated as a finalist for the 100 Club/Top Achiever of the year. Have been part of the teams that were awarded Team of the Quarter’’. Have been awarded Superstar/Employee of the month Nominated and trained on R2BP process mapping tools and skills. Demonstrated ability to provide meaningful analysis and process improvement ACADEMIA2002 Graduated with Bachelors in Hotel management from IHM – Kolkata.1999 Passed Senior Secondary School from Gulmohur – Jamshedpur. IT FORTE Computer literate and internet savvy knowledge in different computer programs such as: Microsoft Word, and Excel. Skilled in using Windows, MS Office, Visio, MS Project, and Lotus Notes. Visio (Process Modeling) - This software is used to map a process flow (the way that work flows through a system). Metastorm ProVision identified as a group standard tool for business process modeling. ProVisionBPA provides process and organisational mapping capabilities for documenting and analyzing business processes and organisational interactions. ProVisionBPA provides the following features:  Model Process: Analyze and design superior processes.  Support Strategy: Analyze how processes support and are influenced by corporate strategy, goals and direction.  Optimize Organizations: Understand organizational interactions and design efficient processes that maximize organizational resources.  Plan Results PERSONAL DOSSIERHobbies: Philately, Listening to music.Address: S/O A.H.Khan, N-58/8, Telco Colony, Jamshedpur, Jharkhand.Phone: 0657-2284322

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