Riasut Khan

Results-driven IT Incident Manager with over eight years of experience leading incident management processes in fast-paced IT environments. Proven track record in minimizing service disruptions, enhancing user satisfaction, and implementing process improvements. Skilled in collaboration across cross-functional teams and leveraging ITIL best practices to streamline operations.

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Role Purpose:
•Act as the interface between Clients and key business areas to facilitate resolution of operational/system and service issues while proactively anticipating future issues.
•Build strong, credible and durable relationships with retailers, third party partners and organisational functions.
•Gain the co-operation of, and manage cross-functional teams to meet and exceed business and client expectations for delivery of services.
•Managing some of the biggest international brands e.g. - Amazon.
•Working with Directors and key stakeholders within the business on a daily basis and building trusted and credible relationships.
•Adopting a ‘best in class' approach while exceeding client expectations.


Key Accountabilities
•Manage the day-to-day client relationship from an organisational service perspective.
•Monitor agreed contractual SLAs and performance metrics for the delivery of assigned services.
•Ensure issues are resolved within agreed time frames, overseeing end-to-end remediation if applicable.
•Ensure all relevant process documentation are in place and up to date.
•Identify process improvements, liaise with and matrix manage all relevant departments to achieve robust client process improvements.
•Support new retailer on boarding and client integration into the organisation.
•Ensure the appropriate risk controls are in place with the agreed framework and highlight any potential risks to the business to ensure these are mitigated.
•Own & improve processes to optimise customer experience and journeys.
•I have set up a new DISP FCA client driven complaints process into clients, with the main objective being a clear process is in place both sides to ensure FCA audit/compliance and to ensure fair outcomes are reached for customers.
•Working closely with BI/MI teams to ensure we have enhanced reporting to be able to provide deep dive on data/analytics.
•Robust remediation planning on the back of SLA misses to ensure these are bought back within SLA as soon as possible.
•Using customer verbatim via different channels to help improve products and services to customers. Devising strategies to combat this and obtaining quick wins to the business at no cost.

HSDLLloyds Banking Group

The main duty within my role was placing live UK and international trades via an in-house system which covered a vast range of investments ranging from equities, funds and bonds as well as other more complex instruments. I was up skilled to deal with several products ranging from share dealing accounts to ISA's. The majority of my role involved dealing direct with investors over the telephone and online via enquiries on the web chat service, this meant having to adapt and learn new things all the time which I loved.

I was also tasked with dealing with customer complaints from first point of contact through to resolution. This required empathy and ensuring all the customer issues and concerns are addressed whilst following company guidelines in dealing with a complaint.

I participated in many individual projects within the dealing team, helping them to develop a more robust and transparent service by being part of a project working group. My manager delegated many tasks to me as I was able to manage my time effectively to complete given tasks within set deadlines. Unfortunately this is only a temp contract.

Senior Investment AccountantBank of New York
Global/Custodian/Corporate Banking
Portfolio Accounting, New Client take on and Transitions.

I was involved in the initial set up of a new operation of portfolio take on, transitions and out conversions migrating from London to Manchester. My role involved managing a team of accountants reporting on international pension and global investment funds. One of my key responsibilities was to review and audit portfolio valuations on securities held by BNY before these are able to be sent to the client in both soft and hard copies. Within this role I had gained exposure to all types of financial products such as derivatives, foreign exchange both spot and forwards, to corporate actions affecting portfolios. The role not only involved working under pressure and to strict pre-determined deadlines but also managing workload as my senior status meant that I was responsible for reviewing funds done by other accountants who reported into me. I was made subject matter expert (SME) in reporting system used in-house known as FMC. This involved training new starters in a classroom environment on a monthly basis as the bank took on more new employees. Due to my knowledge gained in this area I have helped develop and test new strategies to improve working processes making them more accurate, efficient and timely. My knowledge of FSA regulations and compliance issues ensured the bank operations procedures were maintained within the business code of conduct. Compliance had to be looked at on a US legislative as well as UK basis. Use of Checklists, second party sign-off and random sampling quality control checks on a monthly basis ensured all procedures both internal and external were met so if an external audit was performed there would be no areas of risk from BNY perspective.