Human Resources Manager
IQVIA Egypt
Total years of experience :25 years, 10 months
I am responsible of 4 different business sectors under IQVIA Egypt umbrella
- Handling HR Operational matters and issues
- Updating local HR policies to align with Egypt Labor Law and Company's HR policies (when applicable)
- Work closely with Corporate C&B on Egypt grading structure with mapped salaries and benefits
- Guide Egypt Leadership team on HR related matters
- Process company's payroll
Handling 5 different business units: Habtoor Theatre (La Perle), Dubai Metropolitan Hotel, Atrium (3 outlets), Level 44 (4 outlets) and Habtoor Tennis Academy
- Developed HR Policy and HR forms
- Reviewed and streamlined HR processes
- Imposed processes and policies to smooth the HR operations
- Reviewed all HR forms which were either amended, cancelled and then developed new effective forms
▪ Developed succession planning and career development program
▪ Introduced hotel’s competency framework, through competency mapping and defined levels
▪ Changed performance appraisal forms from competency based to BSC based for supervisory and above
▪ Revisited the hotel’s Job Descriptions and changed it into a BSC structured
▪ Reviewed and amended certain L&D interventions to be aligned with Marriott guidelines
▪ Increased 2019 employee engagement level by 11% compared to 2018
▪ Achieved the nationality mix target
▪ Achieved the Platinum level in Marriott’s Take Care hotel certification
▪ Introduced Train the Trainer program for Supervisory and above
▪ Developed My Path program for supervisors to be
□ Developed Sharaf HQ Investment HR policies, SOP and employee handbook. Tailored the same for all the 7 different business units (Adventure HQ, Hello Kitty Beauty Spa, Yellow Hat, Sharaf Computers and Software Trading, Sharaf Media, Sharaf Hospitality, Mobile Aid)
□ Developed a comprehensive recruitment process, introduced new recruitment interventions and channels, introduced recruitment tracking system
□ Process, review and approve SHQI payroll. Prepare, review and approve final settlements
□ Negotiate annually with medical insurance brokers/companies for the best policy aligned with business objectives
□ Evaluated business units hierarchy and positions followed by developing job descriptions
□ Built SHQI competency framework, 360 feedback, Balance Scorecard performance management
□ Transformed HR department from manual functioning to automated through HRMS implementation
□ Reviewed and amended the company compensation and benefit structure
• Measure the performance level and skill set knowledge of all our stores staff as well as Head Office employees;
• Assess the stores operation level from the service side and identify potential risks and as a result recommend areas of development;
• Work closely with Head of HR in the organization’s restructuring project in addition to the exrternal consultant.
• Liaising with the external consultant and Head of Departments to identify the compentency skill sets required for both department and individual;
• Defined each competency and its various levels for positions;
• Based on the signed off competency frame work, I have worked closely with the Head of HR in defining a standardized recruitment process to ensure that candidates selected fit within our new structure and aligned with the competencies;
• Participate as an assessor in the assessment center taking place in the company, as well as developing the assessment tools, candidate pack and assessor pack;
• As a result of the assessment center, I have identified the competency gaps and what are the required competency set for each role and how to fill that;
• Introduced a informative induction and orientation program for new joiners within the sales team, as to align them with the company goals and vision;
• Set counselling and coaching sessions for the sales staff, to address their problems and work together on overcoming them before the company takes a diciplinary actions;
• Conduct weekly visits to stores for observation and on site coaching;
Ensure that the training programs and facilities offered by the external training vendors are compatible with the company Standards;Establish effective training processes and procedures to provide professional services;Manage the process for uplifting annually information on training needs (e.g. from the Performance Management Process), to collate and prioritize these and develop a training plan which matches prioritized needs with the budget and resources available;Encourage and facilitate the processes of on-the-job training and ensure managers and supervisors are aware of the requirement to coach and develop the performance of their people and are enabled to develop the skills and competencies to undertake this effectively;Develop an employee development plan in alllignment with the employee performance appraisal;Make sure that the TNA has been sent to all business unit managers and there is a full awarness of complying with the TNA standards;Prepare the TNA final report once the responds received from all business units managers;Prepare the annual training calendar for all the group of companies, segragated by grade, position and number of employees per course;Submite a monthly training plan and report as to monitor the department performance;Consolidate all the training activities for all the employees within the group (who have attended training programs) in one training history report;Arrange a pre and a post training evaluation for any employee attends either an internal or an external training program;
Develop relationships with external training suppliers both locally and internationally to understand their capabilities. Negotiate financial arrangements for providing training programs which can not be provided in house;Review the inhouse training programs along with its practices and activities and make sure that it alligns with company’s standards and objectives;Tailor training programs that are requested by business needs.
• To coordinate with the legal department regarding the labour law regulations, visa and other related issues in all countries where Axiom Telecom is in force to ensure lawful operations.
• To ensure best choice of recruitment agencies and maintain smooth relationships with them to ensure that they remain motivated to support the fulfilment of the recruitment process.
• To make sure that data bank is maintained and properly stored in a retrievable location to have back ups in case of unexpected requirement arises.
• To have broad knowledge and effective approach on how to conduct interview for high level positions and also to low level positions if required.
• To be responsible for advising the Line Manager (Interview Panel) on the best practice of recruitment methods to have well trained and right interview panel.
• To prepare the Yearly Manpower Plan and execute the required recruitment on time within the approved budget to effectively suffice the daily needs of the company.
• To prepare the yearly Budget Plan to ensure control of costs.
• To focus on the nationalization within all countries in conjunction with the Country HR Manager, Group HR Manager and Line Managers where applicable to assure that number of nationals required in each country will be completed on the time required.
• To be responsible in the Internal Resource Management to ensure giving way to the existing resources to opportunities.
• Prepare all documentation related to the Customer Centric Solutions Department.
• Set policies and procedures for each project operated by the CCS Department.
• Create an evaluation plan, process and the related forms for all work levels.
• Interview new candidtates joining the CCS department.
• Work closely with the training team in preparing training plans, materials and sessions for new batches as well as exisiting staff.
• Develop proposals and presentations to potential clients as well as existing clients.
• Maintain campaign process and procedures in relation to; script development, reporting and quality control.
• Responsible of training the existing staff on periodic bases. The training programs includes a refresher on Customer Service Skills, Questioning Skilss, Phone Rage, English, CRM Technology etc…
• Liaise with clients to establish campaign target, objetives.
• Monitor the performance level and quality for all our Customer Service Consultants.
• Evaluate all projects’ performance on monthly basis.
Handling escalated problems from our customers. MOnitor and control the effeciency of the call center agents.Evaluate the team performance.Set policies and rules for the team to follow.Set weekly observation on inbound and outbound calls.Arange a filling system for the department correspondence.
Monitor the service level of the inbound calls. Monitor my team performance.Set one by one meetings with the team memebers.Conduct coatching to them.Observe the calls.