Zameeruddin Pasha
Program Manager | Business Transformation | PMO | Customer Experience Leadership | Global Accounts
Bengaluru
Summary
Program and Transformation Manager with 19+ years of progressive experience across customer experience leadership, business transformation, and program governance within aviation and global logistics environments.
Currently working with A.P. Moller – Maersk as Program Manager for the global Walmart account, managing IMEA origin operations and leading transformation initiatives, PMO governance, carrier coordination, rolling forecasts, and senior stakeholder engagement.
Recognized among the Top 300 “Great Managers – 2022” (People Business & TAPMI), combining a strong front-line operational foundation in aviation with senior-level transformation and governance leadership, well aligned with Saudi Vision 2030 and large-scale operational excellence initiatives.
Overview
19
19
years of professional experience
5
5
Languages
Work History
Program Manager | 2023 – Present
Maersk India Pvt Ltd
Bengaluru, India
10.2023 - Current
- Lead end-to-end program management and transformation initiatives for the Walmart global account, covering IMEA origin markets.
- Act as PMO lead, establishing governance frameworks, milestone tracking, risk management, and executive-level reporting.
- Own carrier coordination and capacity governance, ensuring SLA adherence and service reliability across multiple trade lanes.
- Design and manage rolling demand and capacity forecasts, improving planning accuracy and cross-stakeholder alignment.
- Partner with senior leadership, customers, and external partners to drive process standardization and operational excellence initiatives.
- Deliver executive dashboards, performance reports, and transformation roadmaps to support strategic decision-making.
Manager – Customer Experience : North India
Maersk India Pvt Ltd
Ahmedabad, India
05.2020 - 09.2023
- Led customer experience strategy and operations across North India, managing strategic and enterprise customers.
- Drove CX transformation initiatives, improving service delivery, escalation management, and customer satisfaction outcomes.
- Managed regional teams; defined KPIs, governance structures, and performance review mechanisms.
- Served as senior stakeholder interface for customers and internal leadership.
- Implemented process improvements to enhance service consistency, efficiency, and governance.
Senior Customer Experience Partner
Maersk India Pvt Ltd
Chennai, India
05.2011 - 04.2020
- Managed end-to-end customer experience for global and regional key accounts.
- Acted as a trusted advisor to customers, resolving complex operational and service challenges.
- Coordinated cross-functional teams to ensure consistent service delivery and customer retention.
- Supported continuous improvement and customer engagement initiatives.
- Built long-term customer relationships through proactive communication and issue resolution.
Customer Experience – Ground Operations
Paramount Airways
Chennai, India
10.2006 - 04.2010
- Delivered front-line passenger and ground handling operations, including check-in, boarding, and departure coordination.
- Managed irregular operations (IRROPs) such as delays, cancellations, and passenger re-accommodation with a strong customer-first approach.
- Coordinated with airport operations, security, and flight crew to ensure smooth aircraft turnaround and on-time departures.
- Handled customer escalations, baggage issues, and service recovery under time-critical conditions.
- Ensured strict compliance with aviation safety, security, and regulatory procedures.
Education
Bachelor of Science - Computer Science
C.V. Raman University
Bilaspur, India 04.2001 -
Skills
Program & Portfolio Management (PMO)
Customer Experience (CX) Transformation
Stakeholder & Executive Management
Carrier Coordination & Vendor Governance
Rolling Forecast & Demand Planning
Performance Management (KPIs & Dashboards)
Global Account Management (IMEA)
Timeline
Program Manager | 2023 – Present
Maersk India Pvt Ltd
10.2023 - Current
Manager – Customer Experience : North India
Maersk India Pvt Ltd
05.2020 - 09.2023
Senior Customer Experience Partner
Maersk India Pvt Ltd
05.2011 - 04.2020
Customer Experience – Ground Operations
Paramount Airways
10.2006 - 04.2010
Bachelor of Science - Computer Science
C.V. Raman University
04.2001 -