Zeeshan Zafar

Transformation and Business Analysis: Operational excellence, Market intelligence, Management information, competitive advantage, Technological enhancement, Risk assessment, Product management

- E2E Operations & Service Level Management - Sales, Business Development and Revenue Management Strategy - Relationship Management : Client Governments & Stakeholders - E2E Business Analysis and Market Intelligence Management - Product Management

-End to end Inside sales governance, product management and improvement ensuring the bottom line -Aiding management analyses and strategies for the process and product improvement -Operations management by ensuring compliance to the client requirements -Exploring new business opportunities thereby ensuring the top line -New business and expansion roll out project management

-Expertise in mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines -An effective communicator with exceptional presentation skills and abilities in leading cross-cultural teams an establishing beneficial relationships with key players in the industry -Pioneer in spreading the Quality DNA across geographies with Quality Function Deployment (QFD); TQM by robust Quality management system & Efficient operations by Lean- 5S/ TPM/ VSM -Experienced in leading, training and monitoring performance of the team members for maintaining excellence in the quality operations -Expertise in Resource Planning (Human and Infra) and Process Flow Management for new and existing businesses -Proven records in MIS Management, Operational Analytics and Workforce Management -Excellence in formulating business strategies and strategic utilization and deployment of available resources to achieve organizational business objectives -Instrumental in steering improvement initiatives with focus on streamlining and managing processes with proactive planning, introducing new concepts, steering change, etc. -Experience in ensuring high-quality customer experience, elevating customer satisfaction while adhering to the SLAs and work processes -Skilled in identifying changes, analyzing new processes and assessing risk, and classifying this appropriately thus producing overall business success Service Quality Management

• Service Quality and Process Excellence Management - Generating QNI by cost saving, SLA loss avoidance and optimizing processes • Driving Quality DNA across the Asia Pacific Countries includes Training and Development on Lean Six Sigma • Client Service Level planning and Management • Business Analytics and MIS by Enabling mainstream operations on dashboarding and MS Excel skills • Automation and Digitization of Measurement systems • Managing Capacity plan (Staffing and Sizing) for 75+ centers across the region • Business Continuity Planning and Management for 75+ Offices across the region • Trained 50+ staff on Six Sigma White and Yellow Belt and Mentored 30+ Projects (YB & GB) • Trained 50+ staff on MS Excel intermediate level and SLA dashboarding

- Architect of the service level and customer experience MIS centralization concept @ VFS Global - MIS and data/ information flow; automation & digitization of measurement systems - Client and Internal Service Level Negotiations, Planning and Implementation - Resource, Capacity Planning, CSAT and Value Stream mapping - Performance measurement planning and Management - Service Quality and TQ - ISO Management Information Planning and Management

- Driving Quality DNA across Middle East and North Africa countries - Managing MIS and Business Intelligence - Managing Internal and Client Service Levels - Operations process re-engineering and Generating QNI by Cost optimization - Training and development - Performance Measurement and Management

• Business Analysis and Workforce management for Mortgage, Insurance & outbound collections processes • Managing Resource/ Capacity planning & Business Analytics. • Managing RTA/ schedule adherence and rostering • Management Information System and BI • SLA management and Performance measurement • Driving Quality DNA and process optimization using Lean Six Sigma tools • Training and development