Nisar Ahmed Khan

Lead a cross-functional team of highly skilled professionals in delivering eCommerce products and solutions for the Middle East and Africa region.

• Envisioned the regional eCommerce strategy and formalized the product roadmap to lay the foundation for market leadership.
• Delivered eCommerce products like Cash on Delivery, FedEx Global Returns, and FedEx Fulfillment from inception to production resulting in millions of dollars in incremental revenue.
• Launched the FedEx Compatible Solutions Program (fedex.com/compatible) recruiting regional development companies and certifying them as certified partners. The CSP program delivers a win-win solution connecting FedEx customer to compatible providers and resulting in business growth.
• Developed the regional strategy to expand the retail footprint by partnering with convenience stores and retail outlets across the region and offer convenient delivery options to customers.
• Initiated the roll-out of FedEx Delivery Manager (FDM) product in the region. FDM is a web-based application that offers customers convenient delivery options to manage their deliveries using their mobile phones. The implementation resulted in a 40% increase in the B2C business.

Facilitated launch of some of the largest online business portals in the middle east.

• Achieved organizational goal of 95 % migration of customers to online channels within three-years from 40%. Leveraged automation data analytics to develop key performance indicators. Led a cross-functional action team to grow customer adoption of the FedEx software tools, resulting in annual cost saving in excess of US$ 2.5M.
• Spearheaded the development of Emirates Airline’s integrated shipping, tracking and invoicing system accessible to all departments through their intranet portal. This system successfully enabled online FedEx services for their entire ME staff resulting in the retention of over US$7M in annual revenue.
• Architected shipment processing solution for EMAAR (major real estate company in the Middle East). The customized application allowed automated shipping of over 5000 property contracts daily through the integration of a Wipro developed Oracle based CRM with a FedEx shipment transaction server. This resulted in winning AED 2 Million in annual revenue.
• Delivered a critical inventory fulfillment operation for Emirates Engineering department that enhances the delivery of aircraft parts to remote locations for emergency AOG (Aircraft on Ground) operations. The solution involved the deployment of an enhanced visibility solution that would allow Emirates to measure turnaround times and identify bottlenecks. The project resulted in reducing Aircraft on Ground (AoG) downtime by half for the customer.

• Project Managed e-government initiative with the Roads and Transport Authority (RTA) allowing the renewal of driving licenses online. The project was executed in collaboration with IBM and involved the integration of their Oracle CRM with FedEx Web Services. This project resulted in a significant 40% increase in back-office workforce productivity.
• Developed eCommerce portal www.mydamas.com for Damas (largest jewelry supplier in the Middle East). Orders fulfilled utilizing FedEx XML Web APIs. The solution included advice on Internet marketing strategies such as Google Analytics and SEO. The project resulted in an incremental revenue of AED 1.5 Million.
• Service Desk Management: Facilitated evolution of a basic helpdesk function into a fully-fledged Service Desk by applying ITIL best practices such as the introduction of incident management, escalation procedures, knowledge base, and KPIs to improve performance.
• Managed development of a web-based address management database application. This system speed cycled the delivery of local shipments for customers with large shipping volumes that frequently ship using incorrect addresses by recording correct delivery destinations and business hours for repeat shipments. The project significantly improved delivery efficiency from five to two days and increased customer satisfaction.
• Delivered EDI integration with Dubai Customs Al Mersal Portal. FedEx was one of the first carriers to automate import clearance through messaging links with the Dubai Ports & Customs Authority.

Held full accountability for maintaining IT infrastructure for this large network; managed LAN/WAN networking and IT support functions.

• Designed and maintained regional local and wide area network infrastructure. Marketed innovative design applications to regional customers; delivered influential presentations regarding ship design and maintenance application. Interacted with senior management; provided expertise regarding IT infrastructure-related decisions.
• Maintained file servers, email servers, and application servers. Established long term relationships with vendors; managed vendor service level agreements for enterprise-level support and IT outsourcing. Trained staff on various applications and IT policies.