Compliance and Performance Officer (Organization Development)
Al-Othaim Real Estate Investment & Development Company
Total years of experience :14 years, 9 months
These are my responsibilities:
1. Preparing policies and procedures (SOPs) for all operation cycles in Al-Othaim Group (HR, Finance and Operation Department).
2. Ensure proper implementation and compliance of such SOPs.
3. Work on re-engineering process map, workflows with business requirements and improve policies for each process.
4. Creating, developing and updating Organizational Charts for the entire group.
5. Preparing Job Descriptions and KPIs for all employees in the group.
6. Recommend training and development systems.
7. Developing and implementing an applicable and practical performance appraisal system.
1. Promoting quality achievement and performance improvement throughout the company.
2. Develop, implement and maintain a quality plan to bring the Company Quality and Policies into compliance with quality system requirements.
3. Effectively interact with Technical Departments and Sales Department to maintain the quality standards and the quality of service.
4. Working with procurement staff to establish quality requirements from external suppliers.
5. Supervising technical staff in carrying out tests and checks.
6. Writing technical and management systems reports.
7. Formulate and manage the development and implementation of goals, policies, procedures and systems pertaining to the QA/QC.
8. Assessing the specifications of company services, and compare it with customer requirements.
9. Agreeing on standards and establishing clearly defined quality methods for staff to apply.
10. Liaising with customers auditors and ensuring the execution of corrective action and compliance with customers’ specifications.
11. Establishing standards of service for customers or clients.
12. Monitoring performance by gathering relevant data and producing statistical reports.
13. Organize and manage quality assurance function in close co-operation with the customers and with the Company’s Management team.
14. Identifying relevant quality-related training needs and delivering training.
15. Create evaluation forms to evaluate the quality of the company services and to make sure that customers are satisfied 100%.
1- Motivate a team of Technical Support Consultants through performance coaching, career planning and setting educational objectives.
2- Participate in quality calibration and validation sessions.
3- Resolve employee’s issues and act as the employee engagement.
4- Facilitate customer resolution for escalated calls and engage the necessary technical support.
5- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
6- Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
7- Work with other departments & managers to ensure operational consistency.
8- Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.
9- Build relationships with the operational and technical department management of our key customers.
10- Develop a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
11- Deliver and exceed on all Team performance targets.
12- Make interviews with the candidates who want to join the technical support department and evaluate them.
13- Initiate training for the department employees to motivate their skills.
14- Create a weekly, monthly, quarterly and yearly report to analyze the department work and efficiency.
•Sales Promoter in K-elements Company, who hired me for Hp, Dell & Fujitsu Siemens.
Interacting with customers and provide support for them in buying the technical products.
Interacting with customers and provide support for them in buying the mobile phones and accessories.
Receiving shipments from the company Headquarter and store it in the shop warehouse and make an inventory of the stock on a monthly basis.
B.Sc in Information Technology and Computing from Arab Open University, Riyadh. Graduation Project / My graduation project was in designing, development and monitoring web directory, the web directory was medical as it was talking about the health of children, how the parents become sure that their children are growing and will continue growing in a normal way, and if they are healthy or not.