Muhammad Usman Zafar

Email: osman_zafar@hotmail.com Cell #: 0345-5306981 Permanent Address: House # MCB-3/306, Al-Jinnah Street,
Mohallah Usman-Abad, Chakwal - Pakistan

Profile
A Human Resources Management Consultant with strong focus on developing compensation plans and structures. Diverse experience of over 7 years across various industries - Cement, Petrochemical, Textile, BPO, Energy etc. Demonstrates strong analytical and problem solving skills along with the natural desire to challenge the status quo and present solutions for improved business performance. Successful at designing and implementing interventions in all Human Resources functions which resulted in organizational change, alignment of HRs role with business strategy and productivity improvement.

Areas of Expertise
Conducting Job Analysis; Writing Job Descriptions; Conducting Job Evaluation via Mercer IPE & Hay Job Evaluation methodology; Developing Compensation Structure; Designing Pay for Performance and Merit Pool Budget; Designing Total Rewards; Drafting HR Policies & Procedures; Diagnosing employee related HR & Organizational issues; Auditing & Measuring HR Efficiency & Performance; Designing and Implementing Performance Management Employee Development Systems & ; Procedures; Strategic HRM; Building Competency Based Integrated HRM.

Business Experience
ABACUS CONSULTING (Formerly PwC Consulting)
Sr. Consultant Consultant (2010-Till Date) (2009-2010)

2009-Till Date

Abacus Consulting is the largest consulting, technology and outsourcing firm in Pakistan, both in terms of revenue and staff numbers. For over 22 years AbacusConsulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. Its cliental includes large public sector entities, governmental bodies, multinational corporations, privately held groups, as well as middle market organisations. As part of Human Capital Solution (HCS) business vertical my role is designed to provide consulting services in following areas. y y y Talent Sourcing: (Workforce Planning; Recruitment & Selection; Induction) Talent Management: (Compensation Management; Performance Management: Succession Planning: Retention Management) Talent Development: (Competency Management; Development Planning; Leadership Development)

Major Responsibilities: y Project Design: o Understand clients needs by studying TORs, holding discussions with stakeholders, collecting & analyzing preliminary & secondary data. o Address clients needs by developing & proposing HR solutions/ approaches/ methodologies according that best meets the clients expectations via technical proposal.

Muhammad Usman Zafar

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Date: 25/07/11

Prepare project plan by identify timelines, deliverables, milestones, total man-days and provide financial estimates through Job Order Costing to the team leader. Project Delivery: o Consistently meeting client expectations via providing ground level support, coordination, follow-ups, progress reporting on project milestones to ensure timely delivery of technical and analytical results; o Demonstrate value creation for clients via providing training to counterpart teams on various tools and methodologies to transfer knowledge and build their skills to carry out newly implemented procedures. Client Relation: o Proactively developing relationships with clients that result in the highest levels of client satisfaction and/or add-on work; o Building credibility and trust with clients; Innovation: o Changing / adapting current models, tools & techniques to meet the clients demands / needs; o Combining methodology to new approaches as a response to client or Firm needs; o Delivering new insights in the application of current models, tools and techniques. Evaluating, developing and coaching others: o Delivery of timely & constructive feedback and assisting staff in developing the professional skills needed to succeed. o

Achievements: y Business Development: o Even though I was not directly responsible for business development and lead creation but I took the initiative at a time when business activity was very low but I got instant success and generated a qualified lead which provided substantial earning opportunity not just for HCS team but for other verticals of the company as well. y Innovation: o Developed a complete model and toolkit to conduct HR Diagnostic Review or HR Audit based on PCMM approach and PwCs existing HR audit model. o Designed a toolkit to conduct 36 Degree Feedback survey based on more than 30 competencies along with subsequent questions for the respondent. The toolki included t reporting & analytics portion to present findings in an easy to use format. o Studied various competency based HRM models and recommended a complete solution to provide step by step guidelines in building a competency based Integrated HRM System from scratch. The solution included instructions for using forms, templates, matrix, technique and statistical analysis. o Manufactured a complete Excel based Workload Analysis template to determine staffing needs for operational and administrative positions. The tool was designed to capture preliminary data with regards to available working time, no. of transactions, grouping of similar jobs, task inventory, service standards and standard workload to determine staffing requirements. o Explored the whole system of Mercer IPE and identified/activated some useful tools which were previously not used such as decision tree etc. o Conducted research work on cloud based HRIS solutions and provided my recommendations to the management for system acquisition. Gave suggestions to the parent company to cater for different requirements asked by the customers and as per the international best practices in HR. y Project Delivery: o Revised organization structure of HR departments and aligned HR Policies & Practices with business needs. o Provided assistance to team leader in designing and executing Strategic dialogue workshop for the stakeholders to formulate Vision, Mission and Values. o Analysed and diagnosed HR issues to highlight pain areas through HR Audit. o Conducted job analysis and prepared Role Clarification documents (job descriptions) for more than 500 positions. This also included identification of competencies for various jobs with the help of Subject Matter Experts.
Muhammad Usman Zafar - 2/5 Date: 25/07/11

o o o o o o o o o o

Prepared competency model and KPI Library for different sort of clients. Performed job evaluation exercise as per the MERCER IPE methodology for over 500 positions. Designed Performance Management Systems on MBO, 360 Degree and Competency based approaches according to clients needs and requirements. Designed training/learning needs assessment mechanism in line with Performance Management, Career Progression, Succession Planning and Business Objectives. Identified key/critical positions and formulate the procedures for succession planning. Designed internally equitable and externally competitive compensation philosophy, plan, grading structure and guidelines to tackle certain pay anomalies. Identified competitors and analyzed salary survey results to determine market competitiveness and right mix of total rewards. Resolved titling issues in line with industrial norms and organizational setup. Developed responsibility matrix to identify overlapping and redundant responsibilities within roles. Developed formats for various reports and forms to facilitate execution of newly developed HR policies and procedures.

ARMY WELFARE TRUST

Assistant Manager Organizational Development

2008-2009

Army Welfare Trust is one of the largest business conglomerates of Pakistan which operates 30 + companies/projects with total staff strength of more than 10,000. Its diverse portfolio encompasses over various sectors such as Cement, Pharmaceutical, Aviation, Financial, Insurance, Real Estate, Services, Oil and gas sectors. Major Responsibilities: y Ensuring that a comprehensive and a practical performance management system is developed, implemented and maintained with clear outcomes. y Designing Learning and Development strategy to improve existing skills and knowledge of the workforce and aligning the strategy with overall business strategy. y Assisting in Re-designing Compensation Structure for the purpose of achieving standardized and an effective compensation package. y Facilitating Change Management initiatives by evolving, eliminating or redesigning legacy systems for organizational development through business process reengineering and restructuring exercise y Developing and improving the existing HR systems for maximum efficiency. Achievements: y Facilitated the process of Job Analysis exercise (through PAQ) to produce well defined Job Descriptions for various positions. y Investigated, tested and implemented personality assessment mechanism in the hiring process with the introduction of Psychometric tests for the senior level positions. y Facilitated in designing and implementing Performance Management System based on MBO approaches and made its linkages with the Learning and Development mechanism. y Performed Compensation Alignment Exercise based on Job Evaluation methodology (point factor method) to analyze internal equity and made recommendations to address salary concerns of employees working in cement plants of AWT. y Facilitated in conducting Salary Surveys to analyze external equity and recommended necessary changes in the compensation levels to enable the organization to attract the best talent in the market. y Successfully completed all the paper work, analysis, proposal and implementation plan of Rationalization of Manpower and Vehicles exercise for all 13 business units including head office.

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Date: 25/07/11

y Prepared guidelines to conduct HR Compliance Audit and also performed audit in various business units of AWT to ensure compliance with companys polic ies, industrial regulations and AWT Group HRs standards. y Designed the reporting mechanism of Monthly HR Update for the MD AWT to give monthly and quarterly updates which included regular follow up with HR departments of 13 business units on monthly basis, assessment of information submitted to ensure accuracy, analyze trends & anomalies to provide feedback on different aspects of BUs performance in terms of its HR practices. y Consistently designed and delivered Orientation Sessions to the top level executives. y Reviewed old HR policies and procedures and recommended changes as per the current business needs.

INFOSPAN INC.
Manager MIS / Operations

Feb 2008 Sep 2008

InfoSpan Inc. is a US based International organization and part of a multi national group of companies which are global leaders in providing technology based; customer oriented and targeted outsourcing solutions to diverse range of customers throughout the world. Resp o n si b i l i ti es: y Handing day to day operation of an outbound Tele -Marketing Campaign for one of the biggest Long Distance Service Providers in Canada. y Responsible for designing and implementing performance and reward management system. y Designing a complete information management and manpower planning systems. y Responsible for conducting calling data analysis, reporting and fixing discrepancies in the data and making sure that all the KPIs are being tracked by the technical system. Ach i e vem en t s : y Raised sales production from 2600 sales a month to 4600 sales as well as the Quality y Made the campaign profitable within the matter of 120 days after my joining. y Designed the complete MBO Performance Management System along with the bonus and reward system. Rolled out the procedure to identify, develop and/or replace poor performers. y Enhanced communication between Toronto and Pakistan office which resulted in more coordinated efforts from both sides to resolve combined issues and meet mutual objectives. y Introduced the concept of Succession Planning to coach, groom and select future leaders within the company and wiped out favouritism culture. y Constructed the complete reporting mechanism for storing, consolidating, reporting, analyzing and planning operations related data which resulted in improved decision making and strong follow-up. y Improved overall results of quality assurance from 60% compliance to 84% compliance score. y Nominated as Project Manager for another key assignment of outsourcing Quality Assurance work from Canada to Pakistan office.

TOUCHSTONE COMMUNICATON
Senior Manager Business Intelligence Manager MIS HR/MIS Coordinator Customer Support Executive (2007 (2006 (2004 (2003 2008) 2007) 2005) 2004)

Nov 2003 Jan 2008

Touchstone is a US-based BPO Organization operating in Pakistan with 600 employees. It offers offshore BPO services to its international clients who are mainly located in USA, Canada, Europe and Australia. It is also considered one of the largest BPO call centres in Pakistan. I served the company in different capacities such as HR/MIS coordinator, MIS Manager and eventually as Sr. Manager Business Intelligence.
Muhammad Usman Zafar - 4/5 Date: 25/07/11

Resp o n si b i l i ti es: y Leading a combined group of departments involving MIS, Dialer Administration and DNC section to make sure that all the CRM systems, reporting procedures and DNC complaints are being handled as per the laid down procedures to provide continuous support to operations. y Responsible for smooth functioning of the CRM (Aspect & Promero) to support operations on day to day basis. This includes entertaining tickets within the required ETA, pacing of calls, system maintenance and making sure that all the campaigns are being handled to accommodate companys and clients needs at the same time. y Overseeing MIS Department to make sure that critical information to the upper management is made available in the shortest time possible. Ach i e vem en t s : y Designed, implemented and managed the complete management information system from scratch to a fully grown system for day to day and strategic decision making. y Developed and managed performance measurement and management system based on MBO approach. y Developed and tracked KPIs for the entire company and set up systems and procedures to track SLAs for all the clients. y Worked with the Director HR in updating the HR manual and in rolling out new policies ranging from employee benefits, rewards, attendance, incentives etc. y Coordinated both the HR and Finance department to bring down the error rate in processing salaries from 15% error rate to 2%. y Coordinated the whole exercise COPC certification in the entire company and eventually succeeded in raising the compliance to 80% in just one months time. y Achieved 100% accuracy in tracking revenue and aging summary to ensure on time payments from clients.

Education
MBA, COMSATS Institute of Information Technology, 2003 B.Com, Punjab University, 2001

Professional Development
PHR - Distance Learning Centre, In Process Webinars - Developing Grading Structure & Salary Ranges by PayScale Training Course - Mercer International Position Evaluation Diploma - Workplace and Labour Laws of Pakistan from CASE Workshop - Corporate Social Responsibility - SA 8000 Diploma - Professional Communication from University of Pittsburgh (USA) Training Course - Call Centre Strategic Planning

Computer Skills
MS Excel, MS Word , MS Power Point, MS Outlook, MS OneNote, MS Visio, MS Project

Muhammad Usman Zafar

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Date: 25/07/11