Bilal Khan
Sydney,NSW
Summary
Accomplished and results-oriented professional with over 13 years of extensive experience in leading large-scale transformations in project management, supply chain, and regional operations. Proven track record of delivering operational excellence, driving regional growth, and spearheading complex digital and agile transformations within dynamic APAC markets. Specialization in optimizing project delivery frameworks and streamlining intricate supply chain operations consistently results in measurable business outcomes. Passionate about mentoring high-performing, cross-functional teams and fostering collaborative environments that align global strategic imperatives with precise regional execution.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head of POS Operations APAC
Adyen
09.2024 - Current
- Responsible for leading APAC-wide operations and comprehensive project delivery, driving the end-to-end implementation of advanced payment solutions and strategic regional initiatives.
- Oversee and manage diverse cross-functional teams, meticulously streamline operational workflows, and consistently deliver strategic outcomes that directly contribute to business expansion.
- Successfully led complex payments and project delivery initiatives, ensuring meticulous execution and critical regional alignment across multiple markets.
- Designed and meticulously implemented advanced project management frameworks to standardize processes, enhance overall delivery efficiency, and improve project predictability.
- Cultivated robust cross-functional collaboration across APAC teams and global stakeholders, ensuring unwavering alignment on overarching strategic goals.
- Spearheaded digital transformation and agile adoption initiatives, significantly optimizing workflows and dramatically improving delivery speed for critical projects.
- Established and maintained strong vendor relationships to support scalable product delivery and ensure a seamless, resilient payments infrastructure.
- Actively mentored and developed regional project managers, fostering a culture of continuous excellence and driving consistent professional growth.
Head of Project Management & Supply Chain APAC
Adyen
08.2021 - 09.2024
- Directed regional supply chain and project management operations, leading large-scale transformations aimed at enhancing payments, supply chain logistics, and complex cross-border operations throughout the APAC region.
- Led end-to-end supply chain transformation projects, meticulously optimizing processes and achieving significant reductions in operational costs.
- Standardized project management methodologies across the region, substantially improving efficiency and ensuring consistent delivery across all regional operations.
- Collaborated extensively with cross-functional teams and global partners to strategically align supply chain and payments initiatives.
- Implemented regional frameworks for both supply chain and operational excellence, enabling scalability and supporting significant regional growth.
- Developed and rigorously executed comprehensive vendor management strategies to ensure optimal quality, unwavering reliability, and superior cost-efficiency.
- Initiated automation and process redesign projects to streamline supply chain operations and significantly enhance service delivery capabilities.
Head of Supply Chain APAC
Adyen
01.2019 - 08.2021
- Oversaw regional supply chain strategy and transformation, specifically improving payments-related logistics, fulfillment, and distribution across 4 distinct APAC markets.
- Designed and executed a robust regional supply chain strategy, establishing key hubs and optimising distribution networks for maximum efficiency.
- Led cross-border operations and logistics transformations, resulting in reduced delivery times and improved merchant satisfaction.
- Implemented advanced digital tracking and warehouse automation systems, significantly enhancing operational efficiency and data accuracy.
- Strengthened critical supplier and logistics partnerships, securing superior service levels and achieving more favorable cost outcomes.
- Collaborated closely with regional and global teams to meticulously align supply chain strategy with broader overarching business objectives.
- Drove significant cost-saving initiatives and streamlined operations to robustly support scalable regional payments growth.
Implementation Manager
Adyen
04.2017 - 12.2018
- Led Point-of-Sale (POS) and payments product implementations for enterprise merchants, meticulously optimizing payment flows and significantly enhancing the merchant onboarding experience.
- Managed end-to-end POS/payment system deployments, ensuring seamless merchant onboarding and sophisticated system integration.
- Collaborated effectively with both technical and business teams to deliver highly tailored solutions specifically designed for enterprise merchants.
- Developed comprehensive implementation frameworks and established best practices, resulting in reduced deployment time and improved overall quality.
- Spearheaded automated testing protocols for payment systems, thereby enhancing reliability and significantly reducing post-launch issues.
- Cultivated strong merchant relationships, delivering exceptionally high levels of satisfaction and providing continuous, proactive support.
- Successfully resolved complex integration issues, ensuring the smooth and efficient deployment of payments and POS platforms.
Quality Assurance Test Analyst
Tyro Payments
08.2015 - 03.2017
- Managed comprehensive Quality Assurance (QA) processes for payment systems, ensuring the development of secure, reliable, and high-performance payment solutions.
- Conducted rigorous end-to-end testing and system validation for diverse payment solutions, including POS and payment gateway products.
- Led test automation initiatives, significantly improving test coverage and substantially reducing manual effort required for testing cycles.
- Partnered effectively with product, engineering, and operations teams to meticulously identify and resolve payment system defects, ensuring superior product quality.
- Developed and diligently maintained robust testing frameworks and comprehensive documentation, significantly improving overall team efficiency.
- Executed risk-based testing strategies, thereby enhancing system stability and optimizing the merchant experience.
Technical Support L2
Tyro Payments
01.2014 - 08.2015
- Led Level 2 technical support for sophisticated payment gateways and POS systems, effectively resolving complex technical issues and substantially enhancing merchant satisfaction.
- Provided advanced technical support for intricate payments integrations, efficiently resolving complex merchant issues.
- Developed detailed troubleshooting protocols and comprehensive knowledge base content, meticulously streamlining the issue resolution process.
- Collaborated extensively with engineering teams to precisely identify and address system bugs and implement targeted improvements.
- Mentored junior support staff, thereby improving overall team capabilities and elevating the quality of service delivery.
- Improved merchant onboarding and support experiences, significantly reducing the average issue resolution time.
Technical Support
Tyro Payments
09.2012 - 01.2014
- Provided comprehensive technical L1 and customer support for payments and EFTPOS systems, ensuring seamless and uninterrupted merchant experiences.
- Supported merchant onboarding and technical integrations, significantly reducing the time-to-market for payment solutions.
- Resolved payment system issues, thereby improving transaction reliability and system uptime.
- Developed detailed training materials and comprehensive documentation for both merchants and internal teams.
- Monitored network traffic and payment flows, enhancing issue resolution capabilities and overall service quality.
- Fostered strong and enduring merchant relationships, supporting long-term satisfaction and successful product adoption.
Education
Bachelor of Science - Telecommunications
Macquarie University
Sydney, NSW12-2012
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Dependable and responsible
- Excellent communication
- Calm under pressure
- Active listening
- Decision-making
Accomplishments
- Contributed to the development of four regional warehouses that met P2PE and E2EE standards, with two located in Australia, one in Singapore, and another in Japan, which enhanced security and compliance for operations in these key markets.
- Assisted global retailers like the LVMH group, Kering, and Richemont in successfully rolling out their services in the APAC region, helping to expand their market presence and reach.
- Supported hospitality merchants such as Hilton, Oscars Group, TFE Hotels, and InterContinental in implementing efficient systems, which improved customer service and operational efficiency.
- Collaborated with quick service restaurants like Hungry Jacks, KFC, and McDonald's, facilitating their expansion efforts and ensuring a streamlined process for their operations in the region
Certification
CCNA
Languages
English
Native or Bilingual
Timeline
Head of POS Operations APAC
Adyen
09.2024 - Current
Head of Project Management & Supply Chain APAC
Adyen
08.2021 - 09.2024
Head of Supply Chain APAC
Adyen
01.2019 - 08.2021
Implementation Manager
Adyen
04.2017 - 12.2018
Quality Assurance Test Analyst
Tyro Payments
08.2015 - 03.2017
Technical Support L2
Tyro Payments
01.2014 - 08.2015
Technical Support
Tyro Payments
09.2012 - 01.2014
Bachelor of Science - Telecommunications
Macquarie University
CORE FOCUS AREAS
- Regional Operations & Project Leadership (APAC)
- Supply Chain Optimisation & Cost Efficiency
- Digital Transformation
- Cross-functional Team Leadership & Mentorship
- Strategic Vendor & Stakeholder Management
- Scalable System & Process Design
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