Zainab Cutleriwala
Dubai / Abu Dhabi
Overview
20
20
years of professional experience
1
1
Certification
Work History
Vice President, HR Operations (UAE and International)
First Abu Dhabi Bank
07.2019 - Current
- Led and oversaw HR operations across UAE and multiple international locations, managing HR Helpdesk and contingent workforce lifecycle (recruitment, onboarding, data management, offboarding).
- Streamlined HR systems and processes to efficiently address payroll, offboarding, and employee queries, resulting in enhanced service delivery and productivity.
- Ensured compliance with employment laws and regulations across diverse jurisdictions, reducing legal risks and enhancing governance.
- Drove strategic HR initiatives to improve employee engagement, retention, and overall productivity, collaborating closely with cross-functional and senior leadership teams.
- Analyzed HR metrics and data to identify trends, address challenges, and uncover opportunities for process optimization and workforce planning.
- Managed and developed a team of HR professionals, providing regular training to ensure high-quality support and service for employees globally.
- Enhanced contingent workforce management processes, delivering improvements in efficiency, accuracy, and overall workforce planning.
- Conducted regular training sessions for HR Helpdesk staff, driving service excellence and continuous improvement.
- Collaborated with leadership to address workforce challenges and implement strategic solutions aligned with business objectives.
- Improved policy compliance across all HR operations by leveraging expertise in Oracle and HRIS systems to standardize processes and enhance reporting.
- Identified and implemented process improvements to optimize business workflows, resulting in increased operational efficiency.
Head of Contact Center
Mawarid Finance
02.2017 - 05.2019
- Managed and led contact center operations, overseeing customer service delivery across calls, front office, emails, and webchat, ensuring seamless customer experiences.
- Enhanced department efficiency by 50% and increased NPS by 5% through strategic problem resolution and service optimization.
- Reduced operating expenses by 9% by developing and implementing streamlined customer service policies and procedures.
- Recovered over AED 3 million in bad debt by introducing innovative payment plans, improving financial performance.
- Implemented new systems to improve agent productivity and efficiency, delivering significant cost savings.
- Promoted learning and development initiatives to identify and nurture future talent, collaborating with senior management on succession planning.
- Implemented IVR self-service solutions, enhancing customer satisfaction and reducing resolution time.
Assistant Manager
Vinsys IT Consultancy LLC
01.2016 - 01.2017
- Achieved AED 100K in revenue and onboarded 20 clients, achieving a CSAT score of 100% among the HR team
HR Operations & CC Manager
Tech Mahindra Business Services India (Former Hutchinson 3 Global Services –UK)
11.2004 - 04.2015
- Managed a team of 7 team leads and 77 advisors, overseeing customer service operations across web chat, email, and telephone (inbound and outbound channels).
- Drove team performance and productivity through effective leadership, coaching, and resource management to ensure high-quality customer interactions.
- Streamlined processes and enhanced collaboration to deliver consistent and efficient service across multiple communication platforms.
Education
MBA - Human Resources
Shobhit University
India03-2015
Skills
- HR Operations Management
- Payroll and Offboarding Support
- Contingent Workforce Management
- Employee Relations and Engagement
- HR Strategy Development
- Team Leadership and Development
- Compliance and Regulatory Expertise
- HR Metrics and Data Analysis
- Results-driven
Accomplishments
Results-driven executive with 21+ years of leadership experience in human resource operations and contact center management across banking & financial services, education, and telecommunications industries. Proven expertise in HR operations, contingent workforce management, and optimizing processes to align strategies with business objectives. Skilled in workforce planning, talent management, employee engagement, and change management, with a strong focus on operational excellence and regulatory compliance. Adept at leading cross-functional teams, managing budgets, and driving efficiency while fostering collaboration and continuous improvement. Committed to delivering measurable results, enhancing customer experiences, and achieving organizational success.
Additional Information
- Introduced ASK-HR Services: Developed a centralized HR helpdesk for local and international staff, streamlining HR service delivery and improving response times
- In-House BOT Development: Partnered with AI and BI teams to design and implement a BOT for automated concern letters and service requests, enhancing efficiency and reducing turnaround time
- Launched HR Mobile App: Rolled out a user-friendly HR mobile application to elevate employee experience, engagement, and accessibility to HR services
- Talent Management: Successfully acquired, developed, and retained top-tier talent, fostering high-performing teams and future business leaders
- Customer Service Excellence: Cultivated a culture of exceptional customer service, driving employee performance and achieving service delivery objectives
- Change Management: Acted as a change agent, fostering strong stakeholder relationships to facilitate cultural transformation and organizational adaptability
- Strategic Planning: Aligned HR and operational strategies with organizational goals, enhancing business outcomes and financial performance
- Process Improvement: Established key performance metrics and conducted in-depth analysis to drive continuous process optimization and efficiency gains
- Relationship Building: Built and maintained robust relationships with senior leadership, peers, vendors, and cross-functional teams to drive collaborative success
- Employee Engagement Initiatives: Led programs to create a positive work environment, improving employee satisfaction, retention, and productivity
Certification
- HRBP Advanced, CHRMP Pearson VUE
- Fundamentals of Project Management (PMP)
Awards
- Q3 Shining Star Award (2020)
- Annual Gold Award (2020)
- Q4 Shining Star Award (2021)
Affiliations
- Member, Society for Human Resource Management (SHRM)
- Member, Chartered Institute of Personnel and Development (CIPD)
Nationality
INDIAN
Summary
Results-driven executive with 21+ years of leadership experience in human resource operations and contact center management across banking & financial services, education, and telecommunications industries. Proven expertise in HR operations, contingent workforce management, and optimizing processes to align strategies with business objectives. Skilled in workforce planning, talent management, employee engagement, and change management, with a strong focus on operational excellence and regulatory compliance. Adept at leading cross-functional teams, managing budgets, and driving efficiency while fostering collaboration and continuous improvement. Committed to delivering measurable results, enhancing customer experiences, and achieving organizational success.
Timeline
Vice President, HR Operations (UAE and International)
First Abu Dhabi Bank
07.2019 - Current
Head of Contact Center
Mawarid Finance
02.2017 - 05.2019
Assistant Manager
Vinsys IT Consultancy LLC
01.2016 - 01.2017
HR Operations & CC Manager
Tech Mahindra Business Services India (Former Hutchinson 3 Global Services –UK)
11.2004 - 04.2015
- HRBP Advanced, CHRMP Pearson VUE
- Fundamentals of Project Management (PMP)
MBA - Human Resources
Shobhit University
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