Shadaab Khan

• Successfully scaled the business from a 40-seat operation to 125+ employees, building processes to support rapid growth.
• Lead end-to-end operations for a fast-growing startup, managing a team of 125+ employees across multiple functions.
• Oversaw daily operations, performance reporting, workforce planning, budgeting, and KPI management to ensure alignment with strategic goals.
• Partnered with senior leadership to drive operational strategy and improve business performance.
• Contributed to 15–20% month-on-month revenue growth, helping the business reach AED 1.1M in monthly revenue.
• Reduced operational costs by 25% through process improvements and resource optimization.
• Build scalable processes and continuously improve operational efficiency and customer experience.
• Led, coached, and mentored managers and team members, fostering a high-performance, people-first culture that enhanced team engagement.
• Drive employee engagement, performance management, recruitment, and talent development.
• Implemented flexible working hours policy, enhancing job satisfaction; facilitated team-building exercises for improved collaboration and coordinated professional development programmes to elevate workforce skills.
• Maintained compliance with iGaming standards, responsible gaming practices and data security protocols

• Established standardized operational frameworks that eliminated departmental silos and improved process efficiency by 40%, directly reducing operational costs.
• Spearheaded operational scaling across 150+ FTEs, implementing standardized processes that reduced inefficiencies by 35% and enhanced cross-departmental redundancy.
• Regularly participated in C-Level meetings providing data-backed insights and recommendations for business growth and process improvement
• Led stakeholder and client interactions to inform strategic decision-making and cultivate long-term relationships.
• Optimised conversion strategies to drive month-on-month sales growth of 15-20%, consistently surpassing revenue targets.
• Architected real-time performance dashboards in Tableau, Salesforce, and SameSpace, enabling data-driven decision-making for stakeholders

• Led 550+ FTE team through efficiency, compliance, and performance targets.
• Executed process optimisation strategies that reduced manual interventions and enhanced turnaround time, contributing to operational scalability.
• Removed operational bottlenecks using solutions that raised productivity levels. Optimised workflow procedures through strategic planning and team coordination.
• Led critical process improvement projects with Master Black Belt professional, achieving an error rate below 1%, a significant milestone after over 2 years of initiatives.
• Collaborated with cross-functional teams to implement real time performance tracking frameworks integrating KPI dashboards to monitor quality, productivity and compliance metrics
• Collaborated with VP on costing, budgeting, and risk assessment to support strategic planning and enable sustainable team expansion.
• Devised operational policies to maintain regulatory compliance and best practice adherence.
• Ensured compliance with International AML/KYC regulations, safeguarding client operations across highly regulated environments.

Previous Roles:
Assistant Manager — January 2019 – March 2020
Team Leader — February 2017 – December 2018
Senior Associate — October 2011 – January 2017

• Maintained 100% SLA and revenue goal achievement, even during the pandemic, while driving process stability and cost efficiency
• Optimized workflows and performance management using Livevox and Latitude CRM platforms, tailoring campaigns for higher RPC (Right Party Contact) and recovery rates
• Designed and implemented in-house Agent Tracker, enhancing audit-readiness and reducing documentation non-compliance through collaboration with cross-functional teams.
• Ensured strict adherence to US regulatory frameworks (FDCPA, FCRA, CFPB, HIPAA, etc.) embedding compliance into day-to-day operations
• Contributed to month-on-month revenue and client cash goal attainment, leading to successive promotions and recognition across business units.
• Previous Roles:Assistant Manager — January 2019 – March 2020Team Leader — February 2017 – December 2018Senior Associate — October 2011 – January 2017

• Recognised as top performer in upselling and customer retention, consistently exceeding targets while maintaining excellent AHT, CSAT and QA scores
• Managed premium accounts including KPMG and Mittal Steel, providing tailored support to enhance customer experience
• Delivered inbound customer support for semi-technical processes, resolved complex Level 2 escalations for high-value clients
• Supported training and operations as Subject Matter Expert (SME), leveraging process knowledge to assist team performance