Summary
Overview
Work History
Education
Skills
Certification
Interests
Awards & Accolades
Timeline
Generic
FARAZ KHAN

FARAZ KHAN

Mumbai

Summary

Change management professional prepared for this role, bringing solid experience in driving organizational transformations. Skilled in strategic planning, process optimization, and stakeholder engagement. Known for fostering teamwork and achieving tangible results, adaptable to evolving needs and challenges. Strong communicator with focus on collaboration and problem-solving.

Overview

17
17
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Change Manager

Ernst & Young
12.2024 - Current
  • Managed a large-scale change initiative involving the relocation of people, processes, and technology from the US to other global centres, driving stakeholder alignment, communication planning, and risk mitigation throughout the transition lifecycle.
  • Represented the Marketing and HR functions, Led and reviewed key change activities including global impact assessments, stakeholder analysis, persona development, change readiness assessments
  • Collaborated with stakeholders to design the HR and Marketing training and role mapping strategy to support adoption
  • Conducted thorough assessments of organizational readiness for change, recommending tailored approaches based on findings

Change Manager

Capgemini
04.2023 - 11.2024
  • Led end-to-end change management for a strategic operational transition from the Middle East to India for a global FMCG enterprise
  • Developed and executed stakeholder engagement plans across cross-cultural teams to ensure seamless knowledge transfer and adoption
  • Facilitated process harmonization and change readiness across regional hubs, minimizing disruption during transition
  • Enabled successful delivery of transition milestones through structured communication, training, and resistance management strategies

Change Management Consultant

Tech Mahindra Business Services
02.2019 - 03.2023
  • Identified and resolved process issues to drive optimal workflow and business growth , reduced Contact Center complaints by 15% and increasing sales by 10%
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes and hence ensuring higher upselling numbers
  • Built support for change throughout business unit through direct outreach strategies
  • Conducted training and applied change management to achieve desired outcomes
  • Developed solutions to address complex issues and operational gaps
  • Designed processes and systems supporting business needs before, during and after transitions
  • Developed standard operating procedures and document workflows to drive current and future processes
  • Partnered with business teams to understand needs and mitigate potential problems
  • Implemented continuous improvement metrics to streamline workflows and reduce waste
  • Offered data-driven recommendations to align company strategies and process improvement initiatives

Quality Leader

Tech Mahindra Business Services
01.2017 - 01.2019
  • Updated quality control standards, methods and procedures to meet compliance requirements reducing compliance errors by 7%
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction
  • Fostered cooperative, positive working environment for team by encouraging brainstorming of ideas
  • Reassessed quality control measures at systemic level to proactively identify non-conformance
  • Managed different areas of Business viz. Retention, Collections, Customer Care and Complaints
  • Provided key insights to stakeholders to improve efficiency and boost performance

Customer Retention Executive

Tech Mahindra Business Services
11.2013 - 12.2016
  • Identified and assessed customer's needs quickly and accurately
  • Recorded details of conversations, complaints and actions taken in CRM
  • Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs
  • Surpassed sales targets by 20% consistently and maintained solid rankings

Senior Sales Associate

Tata Consultancy Services
04.2009 - 10.2013
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered 120 calls per day for product and service questions, suggesting other offerings to attract potential customers
  • Responded to customer requests for products, services and company information
  • Educated customers about billing, payment processing and support policies and procedures
  • Mentored new personnel regarding company operations, policies and services

Education

Bachelor of Commerce - Commerce And Economics

M.M.K COLLEGE

MBA - Marketing & Retail

Karnataka State Open University

Skills

  • Change management expertise
  • Organizational development
  • Problem-solving abilities
  • Organizational realignment
  • Problem-solving
  • Training and coaching

Certification

Agile Project Management

Interests

Playing Football

Playing Chess

Ametuer Writer

Awards & Accolades

  • Awarded "Ace the Race" award for H2-2022 for exceptional performance in process and change management
  • Awarded "Aces" award for Q4 2018 for helping the Contact Centre reduce Compliance errors by 7%


Timeline

Change Manager

Ernst & Young
12.2024 - Current

Change Manager

Capgemini
04.2023 - 11.2024

Change Management for Organizations

08-2022

Agile Project Management

03-2022

Agile Delivery

03-2022

Change Management Consultant

Tech Mahindra Business Services
02.2019 - 03.2023

Quality Leader

Tech Mahindra Business Services
01.2017 - 01.2019

Customer Retention Executive

Tech Mahindra Business Services
11.2013 - 12.2016

Senior Sales Associate

Tata Consultancy Services
04.2009 - 10.2013

Bachelor of Commerce - Commerce And Economics

M.M.K COLLEGE

MBA - Marketing & Retail

Karnataka State Open University

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FARAZ KHAN