Adnan Alam Khan
Curriculum Vitae
Synopsis:
A Business Thinker University Graduate with over 9 years of total experience comprising Leading
Operations, Corporate Client Management & Retention, Service Quality Lead and Performance
Management with Financial and Services Industries. Currently working as Manager International Trade
/ Services & Operations Controls at Haqsons Group, Motors Division, Dubai. Earlier, I worked as Manager
Operations & Service Quality at Falcon-i Pvt Ltd. Karachi, Pakistan. Previously, I worked as Senior Officer
at branch level with Meezan Bank Ltd. Karachi, the largest Islamic Bank in Pakistan with responsibilities
including but not limited to Branch Banking Operations, Quality & Service Excellence, Corporate Client
Management, Business Development, Operations and Resources Management, Training & Mentoring as
well as Performance Management of the team.
Specialties & Skill Set:
Able to adapt easily to changed situations / environments, Attentive to Details & Lead by Example, Strong
Leadership & People Skills, Good Planning and Organizational Skills, Problem Solving & Conflict
Management, Decision Making, Excellent Negotiation Skills, Ability to Motivate.
WORK EXPERIENCE
Manager International Trade / Services& Operational Controls
Haqsons Group, Motors Division Dubai – From 2013 till date
Highlights
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Implemented the operational aspects of the Management Framework, strategy and associated
procedures to ensure that operational risk is effectively managed at the business unit level.
Responsible for timely identification, assessment, mitigation, reporting and escalation of all
identified Operational exposures.
Responsible for Buying and Selling Vehicles and Parts.
Managing the Shipments, Negotiations, Procurement and Exports matters.
Coordinating with the vendors.
Coordinating with the Transporters.
Managing the Stock and Inventory.
Responsible for the maintaining daily coordination with customers outside the country.
Work closely with the sales admin and marketing staff as a good team player and provide support
whenever required.
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Ensuring that customers are being attended to by the relevant person in a timely manner.
Ensuring that waiting customers have been made comfortable.
Coordinating the customer complaints management process.
Reporting to the Management any issues which might contribute negatively to the achievement of
customer satisfaction.
Soliciting customer feedback at every opportunity through verbal comments or through the
customer feedback questionnaire.
Controlling and monitoring customer data updates.
Optimizing work processes that influence customer satisfaction in cooperation with the respective
department heads.
Maintain a high level of integrity while performing the above functions.
Manager Operations & Service Quality - Falcon-i Pvt Ltd. Karachi, Pakistan from 2010 to
2013
Highlights
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During my tenure with Falcon-I, one of the largest and the fastest growing Vehicle Tracking
Solutions Company in Pakistan, I Developed a situation analysis of the company including its
strengths, weaknesses, opportunities and threats to assist in the development of a strategic plan
for the future of the business.
Minimized the turnaround time from inquiry to installation by 25 % through redesigning
processes.
Reduced costs by 15 % through structured utilization of resources, thus increased retention and
NTB’s
Managed the Service Quality Team to deliver agreed targets through customer touch points.
Ensured sizable market share of the entire city of Karachi through an active and hands-on lead in
coordinating large scale opportunities, conducting meetings and presenting to key corporate
clients to successfully secure an agreement.
Attended workshops, trade shows, exhibition and seminars to keep up-to-date on changes in the
industry, the competition and to increase visibility.
Lead and developed staff by identifying training needs.
Effectively managed the responsibility of mentoring the Service Quality & Operations team, where
I developed product knowledge and skills to the required proficiency level for the team.
Senior Officer (Branch Banking) - Meezan Bank Ltd. Karachi, Pakistan from 2006 – 2010
Responsibilities & Achievements
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Actively assisted the branch manager in maintaining the profitable run of one of the main
branches of Meezan Bank with a total portfolio of USD 20 Million.
Managed above 2000 Customers at Branch. Paid frequent visits to Corporate and SME Customers.
Managed Existing Customers through highest standards of service with Focus on NTBs.
Managed CASA and monitored comments, complaints and suggestions from the customers.
Responsible for the following operations within the branch
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Regular / Priority / SME Accounts Servicing.
Remittances and Online Transactions.
Initiative for Bank Products/Facilities to Priority and SME Customers.
Transfer of funds (local / international using various available modes of transaction.
ATM / PB Indemnity / SMS Alerts / Internet Banking initiation process / IB Indemnity.
SMS services to develop convenience and knowledge, for customer’s transaction.
Adherence to KYC & AML policies as well as mandatory certification guidelines.
Highlights
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Achieved cross-sales and referrals targets to increase assets under management and profitability
of the branch while fostering relationships through service excellence.
Monitored all comments and suggestions from the customers, in order to ensure that the highest
standards of service are met within the given time frame.
Contributed towards regular performance checks not only for team members but also other
related departments, to ensure growth in the right direction.
Encouraged the opportunities and challenges towards enforcing the Corporate Values as well as
policies and SOP's.
Contributed towards an environment of working together and using all resources Time, Product
and People to keep the costs low, while maintaining a friendly service to customers.
Supported a Customer Centric environment to ensure that the highest standards are met at all
times.
Provided solutions when required through situational awareness and decision making.
EDUCATION / CERTIFICATIONS
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Professional Institute of Excellence Karachi, Pakistan - Certificate in Islamic Banking (2007 – 2008)
University of Sindh, Pakistan - (Bachelors of Arts) 2005
PERSONAL INFORMATION
Address
Mobile Number
Skype ID
Email Address
UAE Driving License
LANGUAGES
Al Majaz, Qasmiya – Jamal Abdul Nasir Street Sharjah, UAE.
+97150-850-1985
adnan.k.ghori
adnanalamkhan1@gmail.com
Valid till 2024
Fluent in written and spoken English and Urdu. Basic in Arabic
References available upon request.