Profile
More than 20 years of Multi-National Senior Management experience in Corporate Strategy, Process Improvement, Operational Excellence and Business Development across diverse organizational domains. Leading transformational strategic change and embracing ambitious targets to help companies achieve breakthrough performance improvements, which deliver significant profitability growth and efficiency improvements, enabling businesses to adapt quickly to fast changing client needs and markets. Utilizing Lean, Six Sigma, Change Acceleration Process, GE Workout and TQM methodologies to improve processes and provide significant business transformation with sustained results, focusing om increasing quality, improving customer and guest experience and reducing costs.
Qualifications
MBA in Finance University of Toronto / ITESM 2000 – 2002
Business Administration ITAM 1984 – 1988
Certified Lean Six Sigma Master Black Belt General Electric 2003
Trained on sales, banking, credit, Lean Six Sigma, Finance, by GE, Credit Suisse and Citibank
Languages
ENGLISH: Fluent SPANISH: Fluent GERMAN: Basic ITALIAN: Basic
Career Summary
01/2015 – Present
IMTIYAZ CONSULTING
Title: Founder and CEO (based in UAE)
Functions: Corporate Strategy, Business Improvement, Operational Excellence, Change Management, Lean Six Sigma and Leadership Training programmes. www.imtiyazconsulting.com
01/2013 – 02/2015
ETIHAD AIRWAYS
Title: Head of Business Improvement (based in UAE)
• Drove multiple business improvement initiatives to reduce cost and exploit revenue opportunities in a quick time frame by applying Lean principles to key processes
• Deployed Lean Six Sigma business improvement programme across the airline
• Coached C-Level and SVP Management into Operational Excellence and principles of Lean Manufacturing and Six Sigma.
• Developed and delivered Green Belt and Yellow Belt Lean Six Sigma training
• Aligned business improvement projects and initiatives to key strategic imperatives
• Directed and developed team of Lean Six Sigma Black Belt process improvement experts
• Improved guest complaint resolution handling time and effectiveness
• Improved cycle time of Procurement to Pay Process
• Utilize Lean Six Sigma to improve guest experience
• Reduced Catering Wastage
• Streamlined and leaned warehouse logistics process
• Increased revenues from group bookings
• Launched quick-wins in CRM & Loyalty, increasing revenues and reducing costs
• Improved IT Request Fulfilment process
• Decreased ground time delays from engine replacement of the A320 during A-Check
• Developed best practice model for finance outstations, automating and centralizing several functions.
• Achieved 33% Emiratization within business improvement team
07/2010 – 12/2012
ADCB (Abu Dhabi Commercial Bank)
Title: Vice President Strategic Programmes (based in UAE)
• Developed Corporate Strategy for ADCB
• Launched and deployed Institutional Effectiveness and Operational Excellence Programmes across ADCB
• Utilized Lean Six Sigma to improve customer experience and service excellence
• Develop and Deliver Lean Six Sigma Training across ADCB
• Program Leader for core banking process improvement. Improved credit card delivery turnaround time by 40%. Improved account opening process for high net worth clients HNWI
• Drive Corporate and Retail Credit transformation initiatives
Achievements:
• Developed Lean Six Sigma Programme
• Delivered LSS training
• Enhanced Customer Experience by understanding customer satisfaction levers from VOC and by improving customer centric end to end processes to meet or exceed customer expectations.
• Improved TAT for credit card application process by 40% and account opening process by 83%
• Reduced idle cash in offsite ATMs by AED 75million per annum, achieving a benefit of AED 3million per annum
• Redeployed 55 FTEs to do selling/x-selling with a benefit of AED 33 million
04/2008 – 06/2010
CREDIT SUISSE
Title: Director Operational Excellence (based in Switzerland)
• Program Leader for the Front Office Training Initiative. Co-ordinating training landscape, testing, logistics, content providers, topic managers, trainers, intranet, communications in order to launch an initiative to train 6000 people in the front over the next 3 years.
• Lead project for Private Bank in the EMEA region for establishing effective sales cycle, operating rhythm, and business opportunity plans with the front office in order to drive additional net new assets from Billionaires and Ultra-High Net worth Individuals (UHNWI)
• Actively participate in driving Operational Excellence in Credit Suisse.
• Coach Business Project Leaders to execute their projects with Lean Sigma methodology.
• Lead team of Black Belts
• Drive project quality in Private Bank Portfolio.
Main Achievements:
• Developed the business opportunity plans with the Front, and established an effective process for the Market Area Heads to track and review sales process, providing full transparency in the segment of Billionaires and UHNWI in the EMEA region. These efforts have accelerated deal execution and generation of net new assets and revenues.
• Drove Project Portfolio Quality Analysis scores from 0% to 98%, ensuring compliance with Integrated Project Portfolio Management Principles and Standards of Credit Suisse Private Bank.
• Developed a Project Prioritization Matrix that was used successfully during the budgeting process of 2008/2009 to select top projects and assign budgets accordingly.
01/2007 – 02/2008
MASTERLEASE (GMAC Financial Services)
Title: Global Quality Leader (based in the United Kingdom)
• Developed corporate strategy and deployed corporate strategic programmes, i.e. Institutional Effectiveness and Operational Excellence.
• Deployment Lean Six Sigma and Line of Sight in all the countries where Masterlease has operations (Australia, Belgium, Germany, Greece, France, Italy, Mexico, Netherlands, Poland, Portugal, Spain, United Kingdom).
• Built a Global Quality Organization with Black Belts and Master Black Belts in every country, achieving a cost reduction of circa $1.2 M in professional fees.
• Built a strong Global pipeline of Lean Sigma projects, delivering circa $5.0 M in net benefits per year. All projects linked to corporate strategy.
• Ensured project tollgates in place to ensure project execution and delivery of net benefits.
• Built a process oriented and customer centric organization, structured in core and enabling processes instead of functions.
General Electric Location: Canada, Mexico, Switzerland, United Kingdom
Job Role: Management
November 1994 – January 2007
Designation Chronology
• May 2005 – January 2007, Client Management Director for ASDA (Wal-mart) – Consumer Finance, U.K.
• June 2003 – April 2005, Sales Operations Director – Consumer Finance, Switzerland
• May 2002 – May 2003, Project Lead (Six Sigma Master Black Belt) – Consumer Finance, Switzerland
• August 2000 – April 2002 Project Lead (Six Sigma Black Belt) – Medical Systems, Canada
• November 1994 – July 2000, Sales Director – Capital Fleet Services, Mexico
05/2005 – 01/2007
GE CONSUMER FINANCE, U.K.
Title: Client Management Director for ASDA (Wal-mart)
Functions: As Client Director I managed the ASDA relationship and lead a dedicated team of 30 people, co-ordinating functions of marketing, risk, finance, quality, analysis and operations.
Products: ASDA store card (Private Label or PLCC), ASDA Master Card and Personal Loans. These cards were issued and supported by GE Consumer Finance.
Main Achievements:
• 383k New Accounts; 257k Active Accounts.
• £276.8 mm in Credit Sales.
• 66% Approval Rate.
• Turned around bad service performance to exceed Service Level Agreements (SLAs) on a constant basis. Improved customer service processes by using Lean Six Sigma.
• A revised model at point of sale reducing the typical APR from 28.8% to 19.7%.
• Improved customer value proposition in terms of benefits, rewards and 3rd party offers to help stimulate spend.
• Restructure the sales model, moving the business to GE sales team and away from an agency structure.
• Launched several marketing campaigns to drive spend with ASDA cards. I.e. 2p per litre on petrol purchases.
06/2003 – 04/2005
GE CONSUMER FINANCE, SWITZERLAND
Title: Sales Operations Director
Functions: – Lead a team of 5 people dedicated to provide support to the GE Money Bank branch network in terms of product management/development, insurance, policies, procedures and analytics.
• In charge of responding to internal and external audits conducted through out the year. (I.e. New York State Bank Audit and Sorbaines Oxley (SOX) audit).
• Sales Force Effectiveness and Six Sigma Projects.
Main Achievements:
• 75% penetration of product protection insurance vs. goal of 65%.
• 70% penetration of prolimit product (revolving credit line) vs. goal of 65%.
• Significant increase in write rate and reduction in attrition rate.
• Achieved significant reduction in the variance of the above metrics across the branch network through six sigma projects.
05/2002 – 05/2003
GE CONSUMER FINANCE, SWITZERLAND
Title: Six Sigma Master Black Belt
Functions: – Lead Projects to drive improvements in key processes and metrics within the organization.
• Coach and mentor black belt and green belt projects.
• Teach Lean and Six-Sigma DMAIC and DFSS methodologies and tools.
• Permeate a Quality culture in the organization.
• Conduct project reviews
• Coach CEO in the quality methodologies and in key projects.
Main Achievements:
• Lead project to increase Net Earning Assets. Found the main drivers to produce an improvement and conducted key projects that enabled this increase: New product development of a revolving line of credit; Reduce Negative Overrides; Decrease attrition
• Lead projects with key customers to drive improvements on their processes or metrics. I.e. Project with a Mercedes Benz dealer; Project with a Honda Dealer and a Project with VW-Audi dealer.
• Coached more than 15 black belt and green belt projects across the organisation driving process improvements.
• Obtained Lean Six-Sigma Master Black Belt certification.
08/2000 – 04/2002
GE MEDICAL SYSTEMS CANADA
Title: Six Sigma Black Belt
Functions: – Lead Projects to drive improvements in key processes and metrics within the organization.
• Coach and mentor green belt projects.
• Teach six-sigma DMAIC and DFSS methodologies and tools.
• Promote a Quality culture in the organization.
• Conduct project reviews
• Lead projects with key customers.
Main Achievements:
• Lead a project to improve cardiology customers through put at the Toronto General Hospital.
• Improved Order to Remittance cycle times of cardiology products and X-ray products.
• Digitized service reporting of Medical Systems equipment in hospitals within the Canadian Central, Eastern and Western regions.
• Taught six sigma DMAIC and DFSS methodologies to more than 90 green belts and white belts.
• Obtained six-sigma Black Belt certification.
11/1994 – 07/2000
GE CAPITAL FLEET SERVICES MEXICO
Title: Sales Director
Functions: – Lead the Sales force in Mexico.
• Promoted vehicle lease and value added services for customers with large fleets of vehicles.
• Responsible of setting volume and net income targets, and then to execute towards these targets. Planning sessions.
• Interacted with CEO and with key stakeholders in US Headquarters.
Main Achievements:
• Started and developed a successful sales organization from scratch.
• Obtained Xerox account with 4,000 vehicles under lease and services.
• Obtained Alcatel account with 3,200 vehicles under lease
• Obtained Delphi Automotive account with 2,500 vehicles under lease and services.
• Obtained Aventis account with 2,000 vehicles under lease and services.
• Obtained PPG Industries account with 800 vehicles under lease and services.
• Obtained Allied-Domecq account with 550 vehicles under lease and services.
• Obtained sales and new product introduction awards from GE Capital Headquarters.
04/1990 – 10/1994
CITIBANK, MEXICO
Title: Sales Manager
Functions: – Lead the mobile sales force in Mexico.
• Coach and develop sales people.
• Launched programs to promote consumer bank products to employees of large corporations.
• Participated in planning sessions to set volume and net income targets.
Main Achievements:
• Developed several successful sales reps.
• Launched programs to promote consumer bank products to employees of Coca-Cola, Colgate Palmolive, Merck among other large companies.
• Successful cross sell of Citicard to Diners Club cardholders. Conversion rate > 60 %
