I am a results-oriented professional with 21 years of experience in IAM & MIS Reporting. My core strengths include Identity & Access Management, expertise in MIS Reporting, Team Leadership & Mentoring, Driving Continuous Improvement & Automation with hands on experience in NICE inContact, IEX Workforce Management, Monday.com & Avaya CMS.
Throughout my career, I have worked on streamlining IAM Process achieving timely completion of access provisioning resulting in achieving the SLAs for operations. I have led a team of access management specialists, overseeing access provisioning, issue resolution, and IAM governance for internal and vendor teams. I have managed multiple projects related to system upgrades, automations and process improvement.
My key achievements include managing an upgrade project for IEX, setting up IAM procedures for vendor organizations, transition of user admin team within a month, automation of several call center reports in liaison with internal development team.
Nurul Hasan Khan
@nurulhasankhan
Senior Manager - IAM & MIS Reporting | Process Improvement & Team Leadership | Driving Continuous Improvement | 20+ Years Experience
IndiaExperience
Work history, roles, and key accomplishments
Continuous Improvement Analyst Lead
FIS Global Business Solutions India Pvt. Ltd.
Feb 2026 - Present (8 months)
Spearheaded the Client Portal clean-up initiative, enhancing user experience and reducing service-related tickets. Served as Product Support Lead for Monday.com, managing issue resolution and system troubleshooting.
Senior Manager - Business Analytics (IAM)
FIS Global Business Solutions India Pvt. Ltd.
Apr 2019 - Jan 2026 (6 years 9 months)
Led a team of Access Management Specialists overseeing IAM governance and compliance audits across US, Philippines, and India. Delivered an automated solution integrating worked hours into Kronos, preventing payroll disruptions.
Manager - Business Analytics (IAM)
FIS Global Business Solutions India Pvt. Ltd.
Dec 2015 - Mar 2019 (3 years 3 months)
Managed global Access Management operations supporting contact centers in the US, India, and Philippines. Project managed the NICE Workforce Management (IEX) system upgrade, increasing scheduling efficiency and achieving cost savings.
Assistant Manager - Business Analytics (IAM)
FIS Global Business Solutions India Pvt. Ltd.
Nov 2011 - Dec 2015 (4 years 1 month)
Transitioned the User Administration function from the US to India without operational downtime. Streamlined access control procedures and designed a data tracking methodology that eliminated overpayment of benefit time.
Senior Analyst & Analyst - Business Intelligence
FIS Global Business Solutions India Pvt. Ltd.
Aug 2008 - Nov 2011 (3 years 3 months)
Identified and executed process improvement and automation initiatives to boost operational throughput and data accuracy. Served as Business Analyst bridging Operations and Software Development to build an in-house reporting tool.
Work Allocator & Team Member - Back Office
eFunds International India Pvt. Ltd.
Sep 2005 - Jul 2008 (2 years 10 months)
Managed SLA compliance, work allocation, and telecom billing operations with 100% accuracy. Earned rapid promotion to Work Allocator within 10 months of joining for outstanding productivity and accuracy.
Education
Degrees, certifications, and relevant coursework
Prin. L.N. Welingkar Institute of Management Development & Research
PGDBA, Operations Management
Post Graduate Diploma in Business Administration in Operations Management from Prin. L.N. Welingkar Institute of Management Development & Research, Mumbai.
R College, Mumbai University
B.Sc., Biotechnology
Bachelor of Science in Biotechnology from R College, Mumbai University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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