Imran Khan has over 7 years of experience in business process management and customer service roles. He currently works as an Assistant Manager of Process Excellence at HSBC, where he is responsible for mapping business processes, identifying improvements, and ensuring processes meet standards. Prior to this role, he held positions in human resources operations, credit card chargebacks, and the hotel industry. He aims to take on a challenging role in business process management, leveraging his

1. Imran Khan
Email: imran_bollinger@yahoo.com; Contact No:
9177114464
H.No.-10-4-503/3/A, Sri Ram Nagar Colony, 1st Lancer, Masab Tank. (Near Tulasi High School), Hyderabad
-500028
SYNOPSIS
A result oriented professional with over 7 years of diversified experience in BPM (Business Process
Management) Business Process Standard defines how we specify business processes across the Bank.
Customer Service, varying from HR Operations (Recruitment, Payroll, Benefits, Administration, People Soft
Systems, and General Enquiries), Credit Cards (Chargeback’s), Team Management, and Hotel Industry.
Presently associated with HSBC – HDPI Ltd. as Assistant Manager R2BP – Process Excellence. A
dynamic go getter and trend setter with the desire to remain on a cutting edge. Well disciplined with proven
ability to manage multiple assignments efficiently under extreme pressure while meeting tight deadline
schedules. Establish performance goals to meet efficiency levels, resolution targets, and quality assurance
standards. Provide leadership to the team assigned, consistent with Group and Company policies and
standards. Leading a cohesive team, working in a supportive team environment driven by people centric
values. 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 and
improving upon my role as a business solutions consultant.
CORE COMPETENCIES
Strategic 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.  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. WORK EXPERIENCE
Summary of Experience in HSBC – EDPI Private Limited - Hyderabad, Andhra Pradesh
Role: – Assistant Manager - R2 Process Excellence (April ’10 - Till Date)
Role Context
This role requires understanding the business processes to map new processes within the guidelines and
time 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.  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 Context
Have 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 related
functions including Recruitment, Payroll, Benefits, Administration, People Soft Systems, and General
Enquiries 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 Context
Deals with Fraud Investigation on the Customer's Credit Cards, check for authenticity of the fraud claim and
chargeback the fraudulent transactions as appropriate.
'Chargebacks' are used to reverse financial charges related to unacceptable or fraudulent transactions. We
as the 'Issuing Bank' exercise this facility and charge the transaction(s) back
to the retailer's 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 - Kolkatta
Role: – Guest Service Valet (January ’03 to June ’03)
Role Context

5. I was associated with the Hotel Industry, and was working with ITC hotels -Kolkata, as a guest service
valet. This period of my career saw me working my way up from tasks of an assistant to co-ordinating team
efforts 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. 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
ACADEMIA
2002 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 DOSSIER
Hobbies: Philately, Listening to music.
Address: S/O A.H.Khan, N-58/8, Telco Colony, Jamshedpur, Jharkhand.
Phone: 0657-2284322