Zulfiqar Haider Ahmed

"We make a living by what we get, we make a life by what we give" - Sir Winston Churchill

WORK EXPERIENCE:-

COMMERCIAL BANKING / INVOICE FINANCING - AUG 07
RELATIONSHIP MANAGEMENT

- Maintaining a portfolio of up to 95 retail clients to generate income, identify opportunities for growth, manage bad debt by identifying areas of risk.
- Providing retail clients with borrowing facilities within agreed lending authority and a combined portfolio value of £4.8 Million

CREDIT CARD OPERATIONS - Aug 2005 to Aug 2007
OPERATIONS MANAGEMENT

Key Achievements:
- Managed 9 Team Managers across 7 different processes, total FTE 85 and headcount of 112.
- Initiated multi-skilling across different processes in order to increase productivity and reduce costs.
- Improved links across different departments through effective communication and explanation of Service levels.
- Implemented batch control system for keying of direct debit mandates.
- Overtime authorisation process implemented to reduce costs and opportunities for fraud.
- Effectively resolved several people issues including advisors-team manager disputes.
- Instrumental in defining the process for quality checking of letters
- Monthly recognition letters issued to raise morale
- Initiated “time and motion” analysis for working correspondence, increased target and productivity.
- Increased usage of the complaints tracking system by 100% via raising awareness and understanding.
- Prepared the Tesco Personal Finance Sales Plan detailing how the Balance Transfer target will be achieved over 2006, via incentives, coaching days, sales huddles and managing under performers.
- 400% increase in Balance Transfer achieved across the Operations Team via staff engagement.

EXPERIAN UK LTD - June 2003 to Aug 2005
CUSTOMER SERVICE MANAGER

Key Achievements:
- Managed 7 Team Managers and 144 indirect reports across several departments encompassing an end to end business to meet and exceed SLA's / KPI's
- Operational lead in successfully implementing a Third Party Data compliant credit scoring system.
- Formed and implemented staff objectives, monthly 1-2-1 documents and quality monitoring system.
- Arranged client visits, chaired meetings / training workshops and conducted operational tours.
- Conducted CBI interviews to recruit 440 customer service advisors and several Team Leaders.
- Down sized Imaging team by assessing operational resource requirements against requests for
voluntary redundancy and reviewing staff skill sets.
- Successfully negotiated pay rises for staff to ensure staff retention.
- Effectively reduced absence to budget targets by increasing Team Leader awareness.
- Active role in closure of Experian CCM, undertaking the role of Transition Manager on the project team achieving successful migration of First National within time scales and budgetary requirements, also conducted TUPE consultation meetings to assess potential for staff transfers.
- Client list: GE CAPITAL, BARCLAYCARD, MARKS & SPENCER MONEY.

CPM IINTERNATIONAL - April 1997 to June 2003
CONTACT CENTRE SUPERVISOR

Key Achievements:
- Managed 3 Shift Leaders and 30 indirect reports
- Defined management structure for evening and weekend team
- Resolved customer complaints by liaising with senior management and clients
- Produced training material from campaign briefs and ensured all staff were trained to a competent level within timescales
- Reacted to changing business needs to create and cascade new business processes
- Chaired client visits as required
- Coaching and staff development
- Successfully managed 24 hour marketing campaigns
- Received Managing Director's Award for contribution to the business

EDUCATION:-
- University of Manchester 2003
Biomedical Science BSc (Hons)

- Priestley College 1999
A Level
Biology (C)
Chemistry (B)
Physics (B)

- Bridgewater High School 1996
G.C.S.E.
Mathematics (B)
English (A/A)
Science (B/B)
Business (B)
History (B)
French (A)
German (A)

SYNOPSIS:-
I am a self motivated individual with extensive Operational Management experience within the Contact Centre environment. This includes people management, project management and delivering / exceeding departmental targets to achieve business success utilising a comprehensive Balanced Business Scorecard. I have been involved in many change management processes and successfully implemented these changes both within timescale and budgetary requirements through effective management and staff engagement.

Initiatives I have been instrumental in include down-sizing departments and redundancy processes to improve productivity and reduce costs. Implementation of new processes and software within cross functional departments. Refining and implementing new management structures. I have, and continue to liaise at Director / Board level in order to ensure the business achieves all KPI's and Objectives. I believe a fundamental aspect of effective management is to recognise that staff are the most important asset of any organisation and am conscious that adopting this value has been the major driver behind my success thus far.

My academic background is in the Scientific field giving me a broad range of skills equipping me with many transferable competencies to apply as required.

"The conventional definition of management is getting work done through people, but real management is developing people through work"
"Management is doing things right, leadership is doing the right things" - Peter F Drucker