Hera Khan

• Led current-state and future-state assessments across Order-to-Cash, Pricing, Credit Management, and Customer Service functions, identifying process gaps and transformation opportunities.
• Developed business capability maps, process flows, and target operating models (TOM) to align business operations, governance, and strategic objectives across MEA.
• Facilitated stakeholder workshops with Finance, Sales, Supply Chain, Customer Service, and IT teams to gather requirements and design business solutions.
• Designed customer journeys, service blueprints, and governance frameworks to improve customer experience, operational efficiency, and cross-functional collaboration.
• Partnered with technology teams to deliver reporting automation, KPI frameworks, and business intelligence solutions supporting data-driven decision-making.

Key Achievements

• Reduced manual reporting effort by over 90% through automation of credit control, accounts receivable, and management reporting processes.
• Improved visibility of working capital and customer risk by implementing executive dashboards and KPI frameworks used by regional leadership.
• Standardized pricing, credit, and order-release processes across multiple MEA markets, strengthening governance and operational consistency.
• Identified and eliminated key process bottlenecks within the Order-to-Cash cycle, contributing to a 25% reduction in overdue receivables.
• Developed and implemented SOPs, future-state workflows, and control frameworks that enhanced process efficiency, compliance, and stakeholder alignment across the region.

• Bridged the gap between Commercial, Operations, Finance, Logistics, and Technology teams by translating business requirements into process improvements, reporting solutions, and digital transformation initiatives.
• Conducted end-to-end process mapping, customer journey mapping, and capability assessments across pricing, vessel operations, shipment execution, and customer onboarding processes.
• Developed current-state and future-state operating models, service blueprints, and governance frameworks to improve operational efficiency and support business growth.
• Led stakeholder workshops and requirements-gathering sessions to identify operational bottlenecks, define business capabilities, and align solutions with strategic objectives.
• Collaborated with data and technology teams to automate reporting, enhance KPI visibility, and implement business intelligence solutions supporting commercial and operational decision-making.

Key Achievements

• Identified inefficiencies in manual voyage profitability analysis and led the development of a Vessel Voyage Profitability Calculator, reducing voyage evaluation time by 80% and significantly improving pricing and routing decisions.
• Delivered 20+ business process improvement and reporting initiatives, enhancing collaboration between Commercial, Operations, and Finance teams while improving operational visibility and decision-making.
• Designed capability maps, customer journey frameworks, and future-state process blueprints that contributed to a 30% reduction in process bottlenecks and improved end-to-end shipment execution efficiency.

• Led business transformation and process improvement initiatives by partnering with stakeholders across Research, Operations, Finance, and Technology to identify opportunities and deliver scalable business solutions.
• Conducted business capability mapping, process re-engineering, and current-state vs future-state assessments to improve operational efficiency and support strategic objectives.
• Managed end-to-end project delivery using JIRA, Confluence, Asana, and Microsoft Project, overseeing requirements gathering, planning, risk management, stakeholder communication, and implementation activities.
• Facilitated stakeholder workshops and translated business needs into BRDs, user stories, process maps, functional specifications, and solution blueprints.
• Developed executive dashboards, KPI frameworks, and business intelligence solutions using Power BI, SQL, and Excel to support data-driven decision-making.

Key Achievements

• Successfully delivered 45+ business transformation, reporting, process improvement, and analytics projects across multiple business functions, consistently meeting stakeholder expectations and project timelines.
• Automated reporting and analytics processes, reducing manual effort by over 70% while improving reporting accuracy, efficiency, and scalability.
• Designed enterprise KPI dashboards and performance frameworks that enhanced executive visibility and accelerated strategic decision-making.
• Acted as the key bridge between business and technology teams, improving stakeholder alignment, solution adoption, and successful delivery of complex cross-functional initiatives.

Key Responsibilities

• Conducted financial analysis, budgeting, cash flow forecasting, and profitability assessments for construction and real estate projects valued at over AED 50M+, supporting strategic and operational decision-making.
• Performed customer journey mapping, business capability mapping, and process assessments across Finance, Procurement, Engineering, and Operations to identify process gaps and improvement opportunities.
• Supported the design of Target Operating Models (TOMs) by documenting current-state and future-state processes, governance structures, and operational workflows.
• Led process re-engineering initiatives across procurement, contractor payment, project budgeting, and cost control processes to improve efficiency and transparency.
• Collaborated with cross-functional stakeholders to gather business requirements, define process improvements, and implement reporting and governance frameworks.

Key Achievements

• Re-engineered project finance and procurement workflows, reducing approval turnaround times by 30% and improving cross-functional collaboration.
• Developed financial reporting dashboards and performance tracking frameworks, improving management visibility into project costs, profitability, and cash flow by 40%.
• Conducted capability mapping and process improvement initiatives across multiple business functions, contributing to a 20% reduction in process inefficiencies and manual activities.
• Supported delivery of 15+ business improvement and operational optimization initiatives, enhancing governance, reporting accuracy, and project execution performance.