Zaid Hussain

• Supported strategic planning and execution of statewide community engagement and public service initiatives for
GoWB across 35+ regions, enabling outreach to 50, 000+ beneficiaries per region for effective governance.
• Led a 30+ members cross-functional team across research & surveys, digital outreach & networking, and field
operations while managing 3 large-scale projects. Conducted IDIs and FGDs, supervised field research and
stakeholder engagement activities, and prepared organizational assessment reports to improve the organizational
efficiency.
• Led end-to-end program management and operational execution for 4 multi-regional campaigns for the client,
driving implementation planning, cross-functional coordination, and execution across multiple regions.
• Designed and pitched 2 proposal decks for new business development initiatives focused on expanding the
organizations service offerings, contributing to strengthening IMCs for GoWB and successful execution of Bengal
Business Summit 2026 & Amader Para Amader Samadhan.
• Conducted large-scale training and capacity-building programs for 5, 000+ stakeholders across multiple
organizational levels, enabling effective implementation and operational alignment.
• Managed key client accounts through direct liaison with senior government stakeholders and office bearers in
across 2 districts in West Bengal, devised a new governance support model for assisting 4 parliamentarians and
contributing in their parliamentary interventions

• Spearheaded large-scale stakeholder engagement and outreach initiatives across 13+ regions reaching over 1
million participants, driving a 30% increase in participation and engagement metrics leading to 13.21%
improvement in performance.
• Conducted gap assessment and strategic analysis to identify operational and service-delivery inefficiencies,
delivering recommendations that supported large-scale impact initiatives across West Bengal.
• Developed SOPs, operational frameworks, and reporting mechanisms to streamline project execution, workforce
management, stakeholder coordination, and monitoring processes for the campaigns.
• Managed digital communications and media coordination initiatives through collaboration with digital
communication teams, supporting digital outreach strategy and contributing to a top 5 state-wide ranking in
digital performance in 2024.

• Managed day-to-day branch operations and core banking activities through the Infosys Finacle core banking
software, ensuring accurate transaction processing, account reconciliation, and smooth operational closure.
• Drove business growth and client acquisition across retail, corporate, and HNI segments while successfully
managing NRI, HNI, and retail customers portfolios exceeding ₹5 crore.
• Contributed to the growth of retail loans, BuB loans and gold loans portfolios through customer acquisition
initiatives and by establishing new outreach channels for the bank through strategic collaborations with
commercial vehicle vendors such as Maruti Suzuki and Škoda Auto. Managed on-ground executives and sales
personnel for achieving the quarterly sales target of loans, while also assisting in loan processing, underwriting,
and documentation support.
• Consistently achieved quarterly targets for Insurances, Mutual funds, and SGBs sales by establishing and managing
the banks channel partner network.
• Acted as the primary escalation point across Forex, Credit Cards, Investments, Credit, and account opening
verticals ensuring operational efficiency and timely resolution.
• Managed CASA operations and branch liquidity for a portfolio exceeding ₹125 crore, ensuring effective cash flow
management and regulatory compliance.
• Ensured adherence to KYC compliance, audit, and operational procedures while maintaining accuracy in branch
banking transactions and documentation.
• Managed escalation handling and process resolution through IBM BPM, ensuring timely issue tracking, workflow
coordination, and efficient resolution of operational cases.

• Analyzed key performance indicators to improve logistics and supply chain efficiency for Amazons in-house and
third-party shipping partners, contributing to an 8% reduction in shipping costs during the festive season
• Managed escalation workflows and resolved complex customer service and operational issues within defined
timelines