Zuber Siraj Khan

Director of Operations, Director Of Business Development, and Director CX and Omnichannel in Dubai, United Arab Emirates

Executive-level leader with 22+ years across GCC, APAC, and global markets, driving large-scale transformation, CX modernization, revenue acceleration, and digital operating models. Adept at scaling operations, restructuring customer journeys, and implementing AI-led productivity and service excellence frameworks across diversified sectors including Telecom, Real Estate, Healthcare, Digital Media, and Hospitality.

Key strengths include GCC market expansion, enterprise client success, strategic planning, P&L optimization, AI-driven CX transformation, stakeholder governance, and multi-country operations leadership.

CORE COMPETENCIES

Strategic Leadership & Growth: GCC Market Penetration, P&L Leadership, Business Development, Board-Level Engagement
Customer & Digital Transformation: CX Strategy, Journey Mapping, AI Automation, Omni-channel Experience, NPS/CSAT
Operational Excellence: Process Optimization, Productivity Enhancements, KPI Governance, SLA Management
GCC Market Competencies: UAE Regulatory Compliance (DIFC/DMCC/DHCC/JAFZA), Vision 2030 Readiness, GCC Client Acquisition
Commercial Abilities: Revenue Expansion, Enterprise Relationship Management, Contract Negotiation, Deal Structuring
Technology & CRM: Salesforce, Oracle, HubSpot, AI-led CRM Automation, Analytics & BI Platforms
People Leadership: Scaling teams (100–300+), Change Management, Culture Reinforcement, Talent Uplift Programs

PROFESSIONAL EXPERIENCE

Executive Director

Ellusho | Dubai, UAE | Nov 2024 – Present

Established strong GCC presence across Real Estate, Healthcare, and Telecom verticals by deepening C-suite engagement and strengthening revenue pipelines.

Built strategic client network comprising 30%+ CEOs, Directors, and MDs across Dubai, Abu Dhabi, and Sharjah.

Integrated Salesforce, Oracle, and HubSpot with AI automation, improving sales performance by 8% and reducing manual work by 32%.

Implemented cross-departmental automation frameworks to elevate operational efficiency across HR, Sales, and Customer Experience.

Ensured full adherence to UAE regulatory frameworks including DIFC, DMCC, DHCC, and JAFZA compliance.

Executive Director – Marketing

Ellusho Life Mental Health Clinic | Dubai, UAE | Nov 2024 – Present

Spearheaded UAE healthcare market expansion initiatives, building long-term revenue plans aligned with commercial strategy.

Strengthened business visibility through digital marketing funnels, CX improvements, and patient engagement journeys.

Senior Account Manager (Global Streaming Operations)

Sutherland | Hyderabad, India | Oct 2023 – Oct 2024

Managed enterprise operations for Netflix’s 278M+ global subscriber ecosystem.

Expanded account management team from 70 to 130 within 6 months, improving capacity and productivity.

Delivered USD $1,036,800 revenue with a 5% improvement in client satisfaction.

Secured 3 new processes adding USD $3,456,000 per annum to the business.

Senior Account Manager (Hospitality & POS)

Sutherland | Kuala Lumpur, Malaysia | Nov 2022 – Oct 2023

Delivered 25% revenue growth for hospitality and POS clients with portfolio value of USD $60M.

Expanded team size from 70 to 150 in under 6 months using predictive analytics and KPI engineering.

Increased monthly revenue from USD $250K to USD $500K through analytics-driven optimization.

Added 3 new business lines across Japan, Indonesia, and SEA, boosting regional footprint.

Account Manager – AT&T Telecom (B2B Operations)

Sutherland | Mumbai, India | Feb 2016 – Nov 2022

Expanded operations from 1 to 7 lines of business; led a multicultural team of 280+ professionals.

Reduced service lead time from 5 days to 1 day through agile transformation.

Automated workflows delivering USD $300K in cost savings.

Managing Director

Krimos | Belgaum, India | Feb 2014 – Feb 2016

Delivered 30% profitability improvement leveraging operational restructuring.

Achieved 28% MoM customer footfall growth and expanded footprint by 5 units.

Operations Manager | Senior Team Lead | Team Leader | SME

Accenture | Bangalore, India | 2006 – 2014

Led global Learning operations for 330,000 employees.

Improved CSAT from 90% to 96% and delivered 22% productivity uplift.

Reduced TAT from 24 hours to 1 hour across key workflows.

Delivered USD $3M client savings through global process transitions.

Senior Customer Service Advisor

Firstsource | Bangalore, India | Feb 2004 – Sep 2005

EDUCATION

Bachelor of Commerce (B.Com) – Management & Finance
Bangalore University, India

CERTIFICATIONS

ITIL Framework (Service Management)
Business Continuity Management
ISO 27001 – Data Protection
Digital Marketing Tools – LinkedIn
Leadership Development Programs (Accenture)

AWARDS

7× ROCK STAR Awards – Sutherland
India Leadership Excellence Award – 2019
Accenture Innovation Awards – Silver & Bronze
Core Value Summit Award – Accenture

LANGUAGES & TECHNICAL SKILLS