Zeyaur Rahman

Helping organizations solve complex operational and transformation challenges through advisory and execution support. Areas: Digital Transformation Strategy Operational Redesign Process Excellence and automation Leadership Development Risk Ecosystems E-commerce operations Drawing on 24+ years across Amazon and IBM

Writer of long-form essays and literary fiction. Publishing weekly essays on history, society and culture through Substack Short Fiction published in The Chakkar Author of a novel A River Remembers (forthcoming H2 2026) Interested in identity, memory, migration and social change.

Senior Leader for Registration and Compliance Organization spread across 18 sites globally. I • Led process transformation across 18 global sites focused on cost reduction, operational efficiency and customer experience improvement • Scaled automation and RPA initiatives reducing dependence on manual interventions and improving quality consistency • Built mechanisms identifying repeat seller friction and converted operational insights into systemic fixes

 Lead a risk management team of ~1200+ investigators, frontline managers and senior leaders spread across four sites in India (Hyderabad, Bangalore) and Japan (Sapporo, Sendai).  Supported operations across fraud and risk verticals (Buyer Risk) and specialty domains (B2B/AWS) – handling traditional (Credit Cards/Net Banking) as well as emerging (Gift Cards) .payment instruments.  Helped reduce bad debt (multi million), decrease in customer friction, fraud detection and prevention through a combination of manual and automated interventions.  Created governance models to achieve progressively better SLAs, lower TAT & cycle time.  Created mechanisms for and ploughing back detected intelligence back to the ML models making them more robust.  Developed leaders for the organization, within and outside my span through coaching and mentoring.

 Created a Foreign Language Centre of Excellence of 500 FTEs which supported operations in 14 foreign languages.  Replicated a streamlined performance management system for WW Operations.  Lead an effort on Language Neutralization and automated translation which helped the foreign language operations scale.  Re-engineered recruitment process which allowed us to scale up operations by 2.5x in a year

 Scaled foreign language buyer risk operations from 11 FTEs in 2012 to 145 FTEs in 2015.  Helped streamline scheduling & staffing models to deliver ~80% improvement in SLAs within 3 months.  Created a performance management system to objectively measure performance.  Set up fraud identification mechanism real time which had significant impact on bottom line.  Delivered 28% improvement in Bad Debt rates YTD over 2012.

• Managed P&L and service delivery for multilingual teams supporting global telecom and e-commerce clients • Led scaling, hiring and operational redesign across voice, chat and email channels • Built systems for productivity improvement, customer satisfaction and workforce optimization

Handled the entire gamut of editorial functions by translating the German content into English and provided the content for Sports and International content for all 26 editions.

Surfed the internet for news relevant to Germany post which the content was condensed and translated to English to be published as a 4 page news capsule for German sailors out in the sea.