Bengaluru

(+91) 7415326478

SABA KHAN Sabakhan.260697@gmail.com

www.linkedin.com/in/saba-2606-bpl

Focused Project Manager adept at planning, directing, and maintaining continuous operations in various
departments. Holds experience in developing and managing partnerships with financial institutions, fintech
companies, and other strategic partners. Skilled in identifying business opportunities, negotiating partnerships, and
collaborating with cross-functional teams to ensure successful integration and execution of partnership initiatives.
Possesses excellent communication, leadership, and project management skills. Experienced in applying creative
and analytical approaches to operations for continuous process improvement. Skilled at identifying or anticipating
problems and providing solutions. Excels through mentoring, training and empowering team to excel in
performance. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 4
years of valuable expertise to take forward company objectives. Attentive to detail with experience in coordinating
projects, programs and improvements. Team player with excellent communication skills, high quality of work,
driven and highly self-motivated. Strong negotiating skills and business acumen and able to work independently.

Experience
APRIL 2022 - PRESENT
Program and Operations Manager - Think & Learn Pvt. Ltd – BYJU’s
 Manage the end-to-end partnership lifecycle, from identifying potential partners to negotiating contracts,
launching initiatives, and monitoring performance. Develop and execute partnership strategies that align
with business objectives and drive growth in key markets and customer segments.
 Build and maintain strong relationships with external partners and internal stakeholders, including
product, marketing, legal, compliance, and IT teams. Identify and assess partnership opportunities based
on market trends, customer needs, and competitive landscape.
 Lead cross-functional teams to ensure successful integration and execution of partnership initiatives,
including product development, marketing campaigns, and customer experience enhancements. Monitor
and analyze partnership performance, track KPIs, and provide regular updates to senior management.
 Developed, initiated, and implemented strategic project plans to meet business objectives, managed
costs, and monitored performance to identify areas of improvement and make necessary adjustments to
avoid/reduce risks. Reduced the cost to verify an order from Rs. 190 to Rs. 47.
 Provided detailed technical and operational direction in project challenges, consistently meeting
deliverables according to deadlines which also involved collaboration with other teams and negotiations
with vendors.
 Handled a team of 300+ as a process and operations manager along with training the future leaders.
 In charge of managing multiple teams of operation associates who assess the orders and take appropriate
actions based on processes, tools, and high-judgment decisions.
 As a people manager, provided leadership and administrative support to team(s), constantly meet/exceed
service levels based on capacity and team delivery.
 Serve as an innovative center of excellence, working on catalog pilots, testing new initiatives, etc.
 Drive organizational goals by working with multiple internal and external stakeholders.
 Ensure that effective development plans are in place for each team member and that these provide a
balance between supporting both individual and business goals and objectives.
 Perform multiple audits to build a system which is self-sufficient in fraud detection and ensure
compliance.
 Build deep business & domain knowledge to assistant managers/team leads/associates to identify
process/ tool & SOP gaps and recommend solutions.
MARCH 2021 – APRIL 2022
Assistant Manager - Think & Learn Pvt. Ltd – BYJU’s
 Monitored partnership performance, analyzed KPIs, and provided regular updates to senior management.
Conducted market research and competitive analysis to identify new partnership opportunities and stay
up to date on industry trends.
 Developed and managed partnerships with fintech companies, e-commerce platforms, and other strategic
partners to drive customer acquisition and retention.
 In charge of managing and training new Team Leaders along with Demonstrating understanding of
performance and leadership bar and apply it effectively to team members and to new hiring decisions.
 Also Analyzed data (incoming volume, identify trends, and highlight risks and deviation) and developed
meaningful insights for continuous improvement and to increase the effectiveness and efficiency of the
vertical.
 Planned, directed and organized the day-to-day operation of the team to ensure that all productivity,
quality standards, and service level agreements are met.
 Provided an open-door approach to supporting team requirements and ensure that regular
communication sessions/team meetings / 121’s is in place to positively support our raise the bar
philosophy.
 In charge of Proactively scoping, participating in, and delivering small-scale projects. Defined clear briefs
and roadmaps, setting the expectations of stakeholders effectively.

JANUARY 2020 – MARCH 2021

Team Lead and Trainer - Think & Learn Pvt. Ltd – BYJU’s
 In charge of managing and coaching multiple entry-level associates. This would consist of one or more
teams of operation associates (~10-20 headcount) who assess the orders and take appropriate actions
based on processes, tools, and high-judgment decisions.
 In addition to being responsible for achieving and exceeding the team’s defined metrics through rigorous
performance management, was expected to participate in strategic planning, and project road-mapping
activities of the team.
 Manage escalations/ complex tickets; analyze data; highlight trends, gaps, etc.; and report key metrics.
Also Perform deep-dive analysis and drive improvement opportunities based on the deviation, problem,
root cause, and solutions.
 Work on complex assignments where considerable judgment and initiative are required in resolving
problems and making recommendations.
 Train and manage the new joiners in OJT period.
 Prepared the entire Training Module with proper schedule as a project. Have trained 100+ associates for
the process.
 Worked on multiple projects and pilots to optimize the workflow by developments in CRMs and
rationalizing the calling pitch.
 Lead a CSR project. Trainer the associates onboarded under CSR and ensured that they are comfortable
and works with all efficiency for the task assigned.

Achievement – Built a self-managed team to be able to manage both team and training at the same time.
Trained them to be future leaders. Also the training module prepared was detailed enough that it is still used
for the training purpose.

OCTOBER 2019 – JANUARY 2020

Quality Analyst - Think & Learn Pvt. Ltd – BYJU’s
 Monitor, audit, inspect and propose measures to correct or improve the call quality of the voice team in
order to meet established quality standards and compliances.
 Was the founding member of the team, thus was responsible to set up the process end to end.
 Provided verbal and written feedback to the team members and hosted seminars to educate team about
best practices.
 Documented the call quality assurance SOP along with defining the audit parameters and metrices.

Achievement – Best associate with maintain the highest count week on week for the highest number of errors
identified.
2
MAY 2019 – OCTOBER 2019
Operations Associate - Think & Learn Pvt. Ltd – BYJU’s
 Validate all the details about an applicant, including meeting the eligibility criteria, documents provided,
repayment capacity, order details, etc.
 As an additional responsibility, was supposed to document all the process SOPs as was the initial member
of the team.
 Mentor the new joiners and ensure they maintain the quality at standard levels.

Achievement – Maintained the record of being the associate with best quality with 0 errors (IQS-100%)

Skills
Partnership development and management • Business strategy and planning • Contract negotiation and
management • Project management and execution • Cross-functional team leadership • Market research and
analysis • Financial analysis and modeling • Communication and presentation • Customer relationship
management • Risk management and compliance • Digital Finance • Scrum and Agile Practitioner • Worked on
platforms like Zendesk (Admin), Hyperverge (admin), LeadSquared (admin), Ameyo (Supervisor), Freshdesk
(Admin), Salesforce (User), Slack (User), Canva Pro, Fitbots (OKR), JIRA, Confluence •
Excellent time management skills
• Conflict Management • Public Speaking • Data analytics • Process Management • Stakeholder
Management • People Management • Training and Documentation • Change Management • MS Office• Google
Apps (Doc, Sheets, Forms, Slides, Dashboards, etc) • SQL • JAVA-Basic • Whimsical • Balsamiq • draw.io

Education
MAY 2018
Bachelor Of Engineering – Electronics & Communications/Rajiv Gandhi Prudyogiki Vishwavidyalaya, Bhopal, MP

Certifications
 Product Management First Steps - PMI
 SCRUM Master Certification
 Ongoing PMP Certification
 Outbound Leadership Training Program – Indus School of Leadership
 Certified Lean Six Sigma White/Lean Six Sigma Yellow Belt
 New Manager: The Basics and More of Being a Great Leader (Udemy)
 Communication Skills Machine: Master Persuasion & Influence (Udemy)
 Process Improvement (Udemy)
 Anti-Money Laundering Concepts: AML, KYC and Compliance
 Executive Program in Six Cs from School of Meaningful Experiences