Farrukh Saeed
Folsom,CA
Summary
With over 19 years of experience, an innovative problem solver and transformational leader who excels at delivering strategic process improvements and operational excellence across diverse industries. Recognized for ability to solve complex business challenges through creative solutions, automation strategies, and scalable frameworks. Consistently drives measurable outcomes by aligning cross-functional teams, leveraging cutting-edge technologies, and implementing forward-thinking methodologies. Trusted change agent with a strategic mindset, adept at enhancing organizational efficiency, quality, and long-term value creation.
Overview
20
20
years of professional experience
3
3
Certification
Work History
IT Business Transformation Lead
Newlogix
11.2024 - Current
- Led global teams in executing complex data transformation projects, optimizing data flows, mitigating risks, and ensuring seamless project execution.
- Managed full project lifecycle (SDLC), aligning technical and business requirements, overseeing budgets, and enhancing operational efficiency.
- Bridged communication between IT and business stakeholders, driving strategic decision-making, vendor management, and financial compliance.
Head of Business Process Improvement & Re-engineering
Faysal Bank Limited
07.2018 - 10.2024
- Led enterprise-wide business process re-engineering initiatives, streamlining operations, enhancing customer experience, and driving digital transformation.
- Developed and implemented a BPR framework and multi-year roadmap, aligning process optimization with strategic goals to improve efficiency and reduce costs.
- Spearheaded digital initiatives, including IBM BPM, FileNet, and Digital Account Opening, achieving a 30% boost in operational efficiency and a 25% reduction in service processing times.
Head of Alternate Distribution Channels
The Bank of Punjab
12.2016 - 06.2018
- Led the Alternate Distribution Channels (ADC) division, expanding digital banking services and enhancing customer accessibility across ATMs, mobile, internet, and SMS banking.
- Spearheaded key initiatives, including mobile banking launch, EMV debit card migration, and QR-based transactions, improving security, usability, and engagement.
- Deployed 250+ ATMs in a year and executed product engagement campaigns, driving increased ADC utilization and customer satisfaction.
Sr. Project Manager - CRM Solutions
Inbox Business Technologies
09.2014 - 10.2016
- Led CRM and Cloud Customer Experience (CX) initiatives, managing program delivery, client engagement, and business development across regional and international markets.
- Spearheaded CRM implementations for major clients, including Mobilink, Grameenphone, and Softlogic Holdings, streamlining customer relationship management and enhancing satisfaction.
- Developed integrated CRM solutions, conducted pre-sales activities, and designed tailored strategies, driving operational efficiency and business growth.
Project Manager - Siebel CRM
Faysal Bank Limited
06.2012 - 09.2014
- Led end-to-end implementation of Siebel CRM, integrating with core banking and partner portals to enhance customer engagement and operational efficiency.
- Designed and deployed CRM modules for account opening, sales force automation, and credit origination, optimizing customer management and compliance.
- Managed Service Request and Campaign Management modules, improving service tracking, customer targeting, and overall CRM adoption.
Manager, Customer Experience - Consumer Finance
Faysal Bank Limited
01.2011 - 05.2012
- Led customer experience initiatives for consumer finance, enhancing service quality, customer satisfaction, and problem resolution efficiency.
- Designed and implemented metrics-driven frameworks to track customer loyalty, service performance, and internal process improvements.
- Spearheaded client engagement initiatives, Voice of Customer surveys, and training programs to optimize service delivery and employee readiness.
Manager, Complaint Unit
Faysal Bank Limited
08.2009 - 12.2010
- Managed the Complaint Unit, achieving over 90% resolution within targeted timelines while ensuring compliance with regulatory standards.
- Developed SOPs and led root cause analyses to enhance complaint handling efficiency and prevent recurring issues.
- Facilitated FOBO meetings, created MIS reports, and represented the bank in regulatory communications to drive service improvements.
Education
MBA - Master of Business Administration
Iqra University
01-2015
Bachelor of Science - Computer Science
Newport Institute of Communications And Economics
01-2006
Skills
- Lean Six Sigma Black Belt Certified
- Business Process Re-engineering
- Risk Management and Mitigation
- IT Strategic Planning and Execution
- Vendor and Stakeholder Management
- Change Management and Organizational Alignment
- Quality Assurance and Compliance
- Strategic Project Management
- Digital Transformation and Process Automation
- Agile and SDLC Methodologies
- IT and Business Strategy Alignment
- Data-Driven Decision Making
- Cross-Functional Team Leadership
- Customer-Focused Strategy and Solutions
Certification
- Lean Six Sigma Black Belt, International Association for Six Sigma Certification (IASSC)
- Project Management Professional (PMP), Project Management Institute (PMI)
- Enterprise Design Thinking Practitioner, IBM
Timeline
IT Business Transformation Lead
Newlogix
11.2024 - Current
Head of Business Process Improvement & Re-engineering
Faysal Bank Limited
07.2018 - 10.2024
Head of Alternate Distribution Channels
The Bank of Punjab
12.2016 - 06.2018
Sr. Project Manager - CRM Solutions
Inbox Business Technologies
09.2014 - 10.2016
Project Manager - Siebel CRM
Faysal Bank Limited
06.2012 - 09.2014
Manager, Customer Experience - Consumer Finance
Faysal Bank Limited
01.2011 - 05.2012
Manager, Complaint Unit
Faysal Bank Limited
08.2009 - 12.2010
MBA - Master of Business Administration
Iqra University
Bachelor of Science - Computer Science
Newport Institute of Communications And Economics
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