M. ZUHAIR VAZIR
296-Bahadurabad, Street Number 15, Block 3, Karachi
Res. Phone: (+9221)34937577, Cell: (+92307)2768890, email: zuhairvazir@gmail.com
P E R S O N A L
O B J E C T I V E
To succeed in a challenging and dynamic corporate environment by applying the knowledge and skills I have acquired over the
years, nurturing my drive for continuous growth, as well as creating value for the organization.
E D U C A T I O N
Qualification
MBA
BBA
O Levels
Institution
Greenwich University
Greenwich University
St. Michael’s Convent School
W O R K
Year
2002
1999
1995
E X P E R I E N C E
July 2012 – Currently Employed: Banister Pakistan (Pvt.) Limited
Business Consultant & Project Specialist
Job responsibilities
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Managing a portfolio of more than twenty two companies for placement and or HR consultancy
Screening potential candidates before they are sent to the client company for an interview for the desired position
Executed and prepared a compensation and benefit analysis for forty one companies, a task that had not been undertaken
at the organization since its inception, five years ago
Provided consultancy to various FMCG companies and MNCs to help them acquire talent to their vastly specific
requirements
December 2011 – April 2012: Neemtree School of Music (a sister concern of the C.A.S. System of Schools
Music Instructor, Member of the Drama Team
Job Responsibilities
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Trained classes from Grade VIII to A Level’s in the playing of the guitar and also dispensed vocal training
Partook of setting up the annual school concert at the C.A.S. in March of 2012
Was made responsible for aiding special children with the help of music and painting
Managed the administrative/developmental duties assigned to myself, which were completed in various sessions with Mr.
Sami Mustafa (Principal and Director of the C.A.S. School and The Neemtree School of Music)
January 2008 – December 2011: Shell Pakistan Limited
Shell Card Transition Consultant & Super User (Global)
Job Responsibilities April 2011 – to date
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Part of a team set up by Head Office, responsible for knowledge transfer to Shell staff and Global Vendors
Completed Knowledge Transfer to Logica (Bridgend, Wales) in June 2011
Completed training of staff at Logica (UK) in cluster specific particulars, with special focus on the Pakistani Business Model
Developed comprehensive reference documents for HK, TH, PH, MY & PK for the benefit of the staff at Logica (UK)
Was nominated as a Super User for Shell Retail post transition of back-end activities to third party
Completed the transition in July 2011
Currently overseeing the activities between Shell PK and Logica (UK)
Card Operations Performance Coordinator (Cluster – East)
Job Responsibilities July 2009 – April 2011
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Ensure cards systems and interfaces run smoothly, without interruption on a daily basis
Work with Fulfillment to record and track incidents in customer facing applications
Work with IT BAM to resolve/reduce incidents, champion stability & reduce impact of change
Second line support, link to CSO, CSA, SaSu, Fleet, CRT & ERP/GSAP BAM [interfaces & escalation routes]
Catalyst to drive process improvements
Structured management of issues and incidents
Support timely & flawless deployment of business initiatives & priorities
Guardians of standardization
Manager, Shell Card Operations
Job Responsibilities June 2008 – July 2009
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Managing all areas of the Cards’ Marketing Operations with a team of 13 personnel
Executing the E2E process from Application initiation in the system to Fraud Management and Customer Service
Global Conferences & Team Meetings attended during the tenure
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KL, Malaysia 2008 (TM)
Bangkok, Thailand 2008 (C)
KL, Malaysia 2008 (TM)
KL, Malaysia 2009 (TM)
Hungary, Budapest 2009 (C)
Amsterdam, the NL 2009 (TM)
KL, Malaysia 2010 (TM)
Rotterdam, the NL 2010 (C)
Amsterdam, the NL 2010 (TM)
Bridgend, Wales 2011 (Dispensed Training)
Richmond, England 2011
Nov 2004 – January 2008: ABN AMRO Bank N.V.
Manager – Alternative Distribution & eBusiness (Consumer Banking)
Job Responsibilities
Mar 1 2004 – to date
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Served as Head, Client Services & Issue Management (CSIM). Managing a team of twelve individuals and monitoring
countrywide operations as part of the CSIM.
Liaising between Business Units, SBP, ABN AMRO Group (Netherlands), Mohtasib and the ABN AMRO Bank Management for
process re-engineering & issues management
Developed a Customer Engagement Road Map to be sent for review to Regional Management (India).
Developing structural analysis to give direction to individual business units
Monitoring Customer Engagement and process modification for reducing problem incidence
Conducting bi-monthly meetings with line managers to identify and remedy gaps within service delivery.
Running Customer Loyalty Surveys and interpreting the findings to present to Consumer Management Team and Consumer
Head ABN AMRO Bank.
Marketing & implementing the principles of Customer Engagement across the board.
Preparing Service Level Agreements between department to further streamline process flows.
Development, module testing, training & country-wide implementation of the Complaint Management System (CMS).
Job reporting directly to the Alternative Distribution & eBusiness Head (Vice President II).
People Skills Management
Job Responsibilities
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Nov 8 – Feb 28
Served as Team Manager Contact Center
Initiated and developed the Lead Incentive Program to increase the sales number
Contributed 7-8% towards the total sales volume through AD.
Remodeled the lead generation/conversion program towards a more productive contribution
Established a Credit Card Activation Cell within AD&e to aid Cards Unit
Coordinated with the Marketing Dept. to develop workable strategies to increase awareness of the Contact Centre by 10%
of forecasted volume
Conducted weekly one on one coaching session with respective team leaders & mail the minutes to the manager contact
centre the next day
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Preparing Transaction Scripts for all contact points.
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Job reporting directly to Asst. Vice President – Alternative Distribution & eBusiness
Jan 2003 – Nov 2004: Millac Foods Pvt. Ltd.
Job Responsibilities:
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Working at Millac Foods (Pvt.) Ltd. in the capacity of Brand Manager
Sales increased by 39% from previous year
Responsible for the management of three brands, ‘Perkup’, ‘Millac’ and ‘Skimillac’.
Launched Perkup – Tea Whitener on 17th May 2004.
Responsible for the launch of Millac Ramzan Promotion Campaign ‘Millac Lao Eidi Pao’ in November 2003.
Partook of Comelle re-launch and the Comelle 10g Sachet appendage on February 10th 2004.
Launched Skimillac – Skimmed Milk in March 2003.
Coordination with the distributor sales force for ascertaining full sales compliance and carrying out sales
promotion activities on a national level.
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Complete co-ordination and management of corporate stall at Dawn Lifestyles Exhibition in June 03 and December
03.
Responsible for negotiating and carrying out on-ground BTL activities for promoting corporate brands.
Planning and conducting marketing research activities with research agencies, including Consumer & Industrial
Surveys, along with Focus Group sessions and CLTs
Liaison with advertising agencies for promotional & brand building activities, countrywide
Job reporting directly to the General Manager – Marketing & Sales.
Portfolio Expansion & Brand Development:
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Perkup
Millac 1 kg Pouch
Skimillac
Millac 400 g Pouch
Comelle re-launch and Sachet
May 2000 – December 2002: ABN AMRO Bank N.V.
Job Responsibilities:
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Served as a Team leader. Managed a team of sixteen individuals and monitored countrywide operations.
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People Management
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Job reporting directly to the Manager – Alternate Distribution
Jan – Mar 2000: Mustafa & Co.
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Conducted periodic audits and prepared reports on the rectification and standardization of non-conformities along with
organizing a session on ISO 9002 procedures and non-conformities for the garments manufacturing facility.
Aug 1999 – Jan 2000: Eating Out Magazine
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Coordinated marketing related activities and acquired sponsors for the publication. In addition to the latter also
contributed articles every once in a while.
S K I L L S
A N D
I N T E R E S T S
Excellent time management, co-ordination, presentation & interpersonal skills.
Proficient in the use of MS-Office & Microsoft Windows.
A keen reader and a published writer with a passion for music, traveling and motion pictures.
References will be made available on request