Rizwan Khan
Dukinfield,Greater Manchester
Summary
Experienced professional with expertise in business analysis, process improvement, and project leadership, delivering agile solutions and driving operational efficiency. Proficient in budgeting, forecasting, cost tracking, and KPI reporting to support strategic decision-making. Skilled in railway access planning, systems development, user testing, and data analysis to optimise processes and ensure accuracy. Adept at stakeholder engagement and utilising project planning tools and collaboration platforms to achieve successful outcomes. Committed to leveraging analytical skills and leadership capabilities to deliver impactful results in dynamic environments.
Overview
22
22
years of professional experience
4012
4012
years of post-secondary education
1
1
Certification
Work history
Project Leader – Change
Network Rail
Manchester, Greater Manchester
2018.02 - 2025.06
- Produced Schedule 4 compensation estimates for North West and Central Routes projects, securing future funding of approximately £80 million each route.
- Led change management processes, driving innovation within the organisation.
- Implemented innovative technology solutions, improving business processes.
- Organised financial and operational data to help with yearly budgeting and planning.
- Integrated technology solutions, streamlined business operations.
- Developed KPI reports and dashboards to compare Schedule 4 estimates with actual costs over two years, implementing necessary changes.
- Generated weekly reports by integrating diverse data inputs from multiple systems.
- Designed and launched Network Rail’s Control Period Calendar App for Apple devices, alongside produced first ever comprehensive network junction maps.
- Directed EARRS system development project, establishing scope, collecting requirements, supervising user acceptance testing, facilitating user training, conducting software testing, gathering feedback and executing rollout.
- Facilitated cross-functional workshops with work deliverers and Train Operators to enhance access coordination.
- Coordinated with RAM, IP, Renewals, Enhancements, and third-party deliverers for seamless access integration and project estimates.
- Mapped access and resources according to strategic planning requirements.
- Crafted MS Visio process flow diagrams enhancing team visibility on overlapping tasks and responsibilities, boosting coordination and escalation contacts.
Systems Support Analyst – Infrastructure Systems & Operations
Network Rail
Milton Keynes, Buckinghamshire
2016.02 - 2018.02
- Delivered end-user support and development for Possession Planning System, resulting in significant improvements.
- Tracked and logged all support requests accurately in line with company procedures.
- Streamlined IT processes, improving overall workflow.
- Identified system errors for early resolution.
- Developed troubleshooting guides which simplified problem-solving process.
- Exceeded SLA targets through proactive monitoring and effective queue management via Assyst.
- Streamlined call handling with custom forms for PPS, SMARTT, and GZAM systems.
- Led user acceptance testing efforts, coordinating with users to resolve bugs and enhance system integrity.
- Improved data accuracy and mapping within ITPS TIPLOC interface for thousands of locations.
- Performed data cleansing and mapping to ensure databases remained current.
Business Support Specialist – Operations Logistics
Network Rail
Milton Keynes, Buckinghamshire
2015.01 - 2016.02
- Oversaw logistics and operations for nationwide delivery of goods to depots.
- Negotiated contract terms for maximised client benefit and profit.
- Managed a team of over 10 Contract Assistants, conducting performance reviews and development.
- Facilitated productive team meetings, fostering a collaborative work environment.
- Collaborated effectively with cross-functional teams for successful project completion.
- Supervised material ordering processes for maintenance, works delivery, and IP projects.
- Maintained a catalogue of over 20,000 SKUs, including tracks, electronics, and consumables.
- Led service improvement initiatives, chairing mini-projects to optimise ordering processes.
- Proposed business change documentation for RCOS and Toolkit enhancements.
- Developed bespoke software solutions to meet specific business needs.
- Improved workflow efficiency with thorough process analysis.
- Resolved technical issues promptly, enhancing overall system performance.
- Supported delivery of high-profile Tubular Stretcher Bar project.
Publications Team Leader – National Rail Timetable
Network Rail
Milton Keynes, Buckinghamshire
2012.09 - 2014.12
- Managed a team of 8 publications assistants, conducting monthly one-to-ones and yearly performance reviews.
- Streamlined workflow for a more efficient process.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Oversaw end-to-end release cycles for National Timetable and Weekly Operating Notice.
- Directed a team of over 10 editorial staff while liaising with industry stakeholders.
- Digitised WON processes, achieving cost savings of £150k and supporting paperless strategies.
- Delivered NRT system training sessions to facilitate UK-wide transition across operations.
Publications Assistant
Network Rail
Milton Keynes
2010.05 - 2012.09
- Compiled and published regulatory and operational documentation for weekly rail operations.
- Led Timetable Process Improvement Project with national TOCs/FOCs engagement.
- Implemented bespoke Weekly Operating notices (for train drivers & depots) to optimise printing costs.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Sales Associate
RAC
Bristol
2009.07 - 2010.04
- Managing RAC breakdown membership sales and customer service.
- Achieved sales targets with dedicated up-selling techniques.
- Developed rapport with customers through active listening skills.
- Resolved customer complaints, ensured client satisfaction.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Explained product benefits maximising customer engagement while driving sales.
NOC SUF Engineer Broadband
Orange/ Alcatel-Lucent
Bristol
2008.12 - 2009.07
- Addressed LLU Single User Faults for Orange broadband customers, ensuring compliance with Service Level Agreements.
Recorded updates in incident logs and monitored ticket completion in Remedy platform. - Advised on equipment failures and potential repairs to restore functionality.
- Monitored KPIs and implemented swift change management to address potential delays.
- Reported on metrics, analysing data to assess overall project performance.
Customer Service Advisor (Inbound calls)
Santander (Sitel)
Milton Keynes, Buckinghamshire
2007.12 - 2009.01
- Resolved banking and card services queries efficiently.
Recognised as 'Best Advisor' for exceptional customer service and thorough data protection adherence.
Received two F1 Executive class tickets in 2008 for outstanding performance. - Managed complex customer issues to successful resolution.
- Recorded and processed customer data accurately.
- Escalated complex issues in line with internal best practices for swift resolution.
- Exceeded KPI targets when providing customer support via phone, email and chat.
Customer Services Representative (Outbound Calls)
Vanquis Bank
Gillingham, Kent
2007.03 - 2007.11
- Executed outbound calls to recover overdue customer payments.
Advised customers on future payment strategies.
Offered alternative methods to facilitate timely payments.
Assisted in maintaining positive credit histories for customers. - Participated in team meetings sharing best practices for improving service delivery.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
System Support Engineer
Q-Matic S-Tech
2003.09 - 2005.09
- Handled maintenance, installations, commissioning, and networking of Electro-Mechanical devices “Q-Matic systems”.
- Improved system functionality by diagnosing and resolving complex technical issues.
- Documented troubleshooting steps, provided reference for future incidents.
Education
BEng (Hons) - Electrical & Electronics Engineering
Greenwich University
Gillingham, KentHND - Computer Systems Engineering
Excel Foundation
Skills
- Business analysis and process design
- Process Improvement
- Budgeting and forecasting
- Cost tracking and KPI reporting
- Railway access planning
- Systems development and user testing
- Data analysis and cleansing
- Stakeholder engagement
- Project leadership and agile delivery
- Project planning tools
- Collaboration platforms
Certification
- ILM Leading and Managing Teams (2013)
- Network Rail Leadership Programme – Organisational Leadership (2018)
References
References available upon request.
Timeline
Project Leader – Change
Network Rail
2018.02 - 2025.06
Systems Support Analyst – Infrastructure Systems & Operations
Network Rail
2016.02 - 2018.02
Business Support Specialist – Operations Logistics
Network Rail
2015.01 - 2016.02
Publications Team Leader – National Rail Timetable
Network Rail
2012.09 - 2014.12
Publications Assistant
Network Rail
2010.05 - 2012.09
Customer Sales Associate
RAC
2009.07 - 2010.04
NOC SUF Engineer Broadband
Orange/ Alcatel-Lucent
2008.12 - 2009.07
Customer Service Advisor (Inbound calls)
Santander (Sitel)
2007.12 - 2009.01
Customer Services Representative (Outbound Calls)
Vanquis Bank
2007.03 - 2007.11
System Support Engineer
Q-Matic S-Tech
2003.09 - 2005.09
BEng (Hons) - Electrical & Electronics Engineering
Greenwich University
HND - Computer Systems Engineering
Excel Foundation