Faisal Masood Khan

Senior Executive with proven achievements in executing strategy and generating business impact for large global organizations. Broad based experience across functions – Managing P&L, Account Management, Site leadership/COO, Vendor management, Transitions, Change Management and Operational excellence. Strong industry experience in BFSI. Accustomed to leading stakeholders to influence positive outcomes, strengthen long term partnerships and drive alignment with common goals in a global, matrixed organization as well as externally through client engagement. Valued for the ability to drive large scale change/transformation especially in the areas of Operational Efficiency, Cost Management, Revenue Enhancement, Governance & Controls and Operating Models with technology integration. Passionate about leading and developing large teams and strengthening organizational capabilities.

Operations professional with strong background in streamlining processes and enhancing productivity. Skilled in leading cross-functional teams and executing strategic plans to achieve organizational goals. Known for flexibility and reliability in dynamic environments, with excellent problem-solving abilities and focus on delivering results.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

• Building the strategy and Charter to drive e2e transformation for operations leading towards enhancing client experience and creating efficiency. Digital and AI adoption are key components while leveraging automation, analytics, process re-engineering and people practices for change support.
• Mentor, Advise and Program manage Transformation/Growth journey for start-ups, Technology and Services organizations. on their GTM and product strategies. Playing pivotal role in building organizational capabilities, Creating Demand Pipeline and ensuring Execution on overall strategic plan to deliver revenue growth and efficiency.
• Site Lead and Head of Corporate Services @Morgan Stanley, India for site strength of ~2500 across banking and technology services.
• Key role in strengthening the GIC governance framework and charters for committees driving regulatory & operational compliance.
• Seat on table on key leadership steering committees like India GICs’ Senior Management for Bangalore (Chair), Asia Environment and Social Finance forum, India CSR Implementation Committee, Branding and Communications steering group and Patents Review committee.
• Achieved ~7% cost efficiency over budget for India GICs even as GIC’s grew by 20% (5300 to 6250) – worked on the strategy for India GIC’s in partnership with stakeholders; introduced innovations in workplace strategy and led contract negotiations.
• Represented firm in industry forums like NASSCOM, AMCHAM, ORRCA.
• Led Sustainability efforts around Waste Management (reducing landfill from 47% to 6%) and NO plastic @UBS led the rollout of an optimal Off shoring/Vendor partner strategy for a $40 M multi-year program for the Group Finance function of the bank
• Provided transition and program management leadership for the India expansion.
• @Amazon, ramped up to 700+ the pricing operations team responsible for 23 M unique SKU/products globally with top line of USD 60 B. Achieved an optimal mix of cross functional expertise in the team.
• Revamped the organization structure and annual budgeting with defined matrix, KPI’s and reviews.
• Augmented sales revenue from 54% to 60%- introduced pricing decision improvements and selection parity.
• @TCS, entrusted with critical client acquisition and retention agenda for key clients and virgin geographies:
• Led client relations and operations for largest client across India and Latin America with 45% y-o-y growth.
• Client CXO partner with seat on table for business leadership meetings on operational strategy and tactics.
• Led response to a $ 30Mn RFP for unique “FOS” (feet on street) work related to data gathering, introducing an Innovative and cost-effective mobile solution @TCS.
• @GECIS (now GENPACT): progressive increase in roles and responsibility with ownership of operational excellence and teams across global locations. Noteworthy:
• Spearheaded strategic planning and scheduling of 3000+ team across India, Philippines, Guatemala and USA managing 30M+ customer contacts→ reduced workforce variation to 2% from 6% by deploying analytical tools.
• Improved resiliency, end-user experience and BCP and put in place real time call monitoring across 12 locations.
• Program managed strategic vendors across India, China and Mexico for GE business worth USD 200 M.
• Global Transfer to GE Process Solutions, USA –>IT Program management & help desk consolidation

• Introduced new Operational Risk structure for India operations @Morgan Stanley, which was replicated across GIC’s.
• Member – Global Operational Risk Committee @UBS: Contributed to building and executing the Risk and Compliance framework for the Off shoring and Outsourcing program and ensured Risk policy implementation and Risk governance.
• Automated the audit process for suggested prices @Amazon that improved process effectiveness and thus reduced “Bad” prices upstream, through established algorithm and continuous Machine learning.
• De-risked the organization through adept handling of contract staff and fulfilling HR compliance gaps within 60 days in LATAM @TCS in tandem with Legal and Operations teams.
• Transformed the scheduling compliance @GE Money Servicing to 90% from 60% with automation and data analytics.
• Awarded the Best Simplification Project by GE CFO (global) for saving USD 2.3 M with helpdesk integration.

• Restructured and aligned the Corporate Services function and Site Management globally @Morgan Stanley.
• Invigorated the employee networks and committees@ Morgan Stanley across Mumbai & Bangalore:
• Championed employee engagement by leading groups for Philanthropy, Events, Sports, Women’s Network, Pride and Allies, Environment and Social Finance, Wellness and innovative programs like Leadership and Cultural forums.
• Passionate about empowering leaders for leadership opportunities with coaching, in hand with a forward-looking succession plan. @Amazon, successfully built a pipeline of leaders, and ensured there was no operational impact as several second line managers assumed global roles.
• Recognized for strong engagement practices with large teams of direct and indirect reports:
• Consistently maintained attrition under 10% @Amazon, which was lowest in the India businesses.
• Received “Best Manager” award @GE for lowest attrition levels amongst peer groups.