SHENAAZ KHAN

Strategic Customer Operations and Commercial Leadership Executive with more than 30 years of professional experience and over 25 years of leadership delivering operational excellence, customer experience transformation and commercial performance across Financial Services, Insurance and Business Process Outsourcing (BPO). Throughout my career I have successfully progressed into increasingly senior leadership positions by consistently improving business performance, strengthening governance frameworks and building high-performing customer operations. My experience spans client governance, outsourcing oversight, operational excellence, quality assurance, customer experience, leadership development, compliance, complaints management and commercial accountability. Currently responsible for the commercial and operational delivery of a major outsourced portfolio supporting First National Bank (FNB), providing executive accountability for client governance, operational performance and cross-functional collaboration across Operations, Sales, Information Technology, Development, Reporting, Recruitment, Learning & Development and Quality Assurance. Recognised as a trusted business partner who combines strategic thinking with operational execution to deliver measurable business outcomes while building customer-centric organisations and developing high-performing teams.