Available · Lahore, Pakistan
Usman Khalil
I help complex businesses make their operations simpler.
01About
My job is to take something complicated and make it run more simply.
Most transformation work is unromantic. The job is to align leadership intent with frontline reality — and then keep showing up. Telecom taught me scale. Fintech taught me trust. Insurance brought them together: risk, claims, customers and operations all meeting in one place.
I'm most useful when the problem is messy, high-volume and a little unglamorous — and when the goal is measured by adoption and outcomes, not by slide count.
02What I do
- Make customer-service operations easier to run and easier to use.
- Turn telematics and analytics into decisions, not just dashboards.
- Apply AI where it removes work — not where it adds slides.
- Bring order to programmes that have grown too complicated to manage.
03Where I've worked
Head of Call Center Transformation
Jun 2025 — Now
IGI General & Life Insurance · Lahore
Head of Telematics
Sep 2018 — Now
IGI General Insurance · motor & fleet
Commercial & Operations Leadership
2005 — 2018
Jazz / PMCL · Telenor Pakistan
Master of Business Administration
1997 — 1999
CGPA 3.5 · Dean's Honor Roll
04Now
StudyingCert CII — Chartered Insurance Institute.
InvestingCapital markets, long horizon, concentrated.
WritingSubstack — Turning Data Into Decisions.
ReadingInsurance, AI and complex systems.
05Writing
Pakistan's AI Problem Isn't Technology ↗
Subscribe on Substack ↗
06Credentials
i.Project management
Project Management Professional (PMP)Project Management Institute
Since 2012 · Active
Agile Project Management (PMI-ACP)Moving Minds / PMI
2014
The Basics of ScrumProject Management Institute
2024
ii.AI & emerging technology
Generative AI Overview for Project ManagersProject Management Institute
Aug 2024
Data Landscape of GenAI for Project ManagersProject Management Institute
Aug 2024
Talking to AI — Prompt Engineering for PMsProject Management Institute
Aug 2024
iii.Strategy & leadership
Leading Sustainable & Profitable GrowthMIT Entrepreneurship Center
2007
Innovation ManagementCoursera
2017
Taming Bias — Wicked Problem SolvingProject Management Institute
2024
iv.Process & insurance
Lean Six Sigma — Yellow BeltGEM International
2009
Cert CII — InsuranceChartered Insurance Institute
In progress