General Manager Sales Operations
Zain - KSA
Total years of experience :25 years, 5 Months
General Manager Sales Operations & Business development
Director Core Application O&M in (Mobily)
Company Industry: Telecommunications
Job Role: Management
The Organization is the 2nd mobile service provider in the Kingdom of Saudi Arabia (Mobily).
Absorbed as Director Core Application O&M, charted an exceptional growth curve to merit multiple promotions to the current position.
Designation Chronology:
• Apr 2018 - Present: Director Core Application O&M
• Apr 2017 - Apr 2018: Executive Manager Technical Support
• Feb 2017- Apr 2017: Technical Sales Program Manager
• Apr 2014 - Feb 2017: Technical Sales Program Manager
• Mar 2013 - Apr 2014: Technical Sales Program Senior Supervisor
• Apr 2009 - Mar 2013: Retail Operations Senior Supervisor
• Apr 2009 - Jun 2010 : Retail Operations Supervisor
• Nov 2005 - Apr 2009 Branch Supervisor
• May 2005 - Nov 2005 : Sales Senior Supervisor
Director Core Application O&M in (Mobily)
Company Industry: Telecommunications
Job Role: Management
Highlights:
• Managing Core Applications & BSS with 4 functions
1. CRM (Siebel) & Billing (oracle)
2. Middleware & Order Management (IBM)
3. Enterprise Application (oracle)
4. Enablement & AI & Automation
• Managing and leading FTEs, Contractors and Offshore Staff up to 107 employee
• Managing 14+ different applications simultaneously & efficiently.
• leading all operation department activities
• Vendor management and 3rd party integrations SPOC In terms of SLAs and solution
integration
• Successful upgrades to multiple systems such as reducing billing process to 1 day,
Full reconciliation automation with various organizations such as MOI, SADAD,
SIMAH, etc.
• Successfully reducing OPEX by better utilizing existing capabilities and enhancing
On Them, with a saving of over 10 Mil.
• E2E Service insurance and Operation Department KPIs
• Customer experience committee member to enhance the company brand and ensure
E2E customer experience and customer journey
• Ownership for production environment and alignment with all IT stakeholders for
E2E product life cycle activities
• Automation of existing operational activates through new technology solution such as
RBA and open source solutions
• RFP committee member for upgrade and Swap of legacy systems to the new Stack
nodes related to CRM and Order management
• Participation of existing IT transformation program as SPOC for operation
Department
• Enhancing & utilizing MISISDN recycling, which resulted in single staff, required
Rather than 25 originally. Insuring 27 internal systems and 3 external systems are
Synchronized and notified.
Company Industry: Telecommunications
Job Role: Management
Highlights:
• Managing four Divisions (Technical Support, User Management, Compliance & Complaints and Sales Operations and Document Management).
• Played a pivotal role in designing/developing an E- Consumer system for the sales for substituting the previous manual process resulting in analyzing and maximizing sales productivity within the channel.
• Played a pivotal role in designing/developing an E- Resellers system for the sales for substituting the previous manual process resulting maximizing sales productivity within the reseller.
• Played a pivotal role in designing/developing an E- Internal Job Posting system for the all Mobily for substituting the previous manual process.
• Successfully managed multiple teams.
• Successfully lead Sales Taskforce for 4 Hajj Seasons on site and remotely.
• Managed Sales Documents and Contracts Team.
• Managed and Controlled user access and authorities.
Company Industry: Telecommunications
Job Role: Management
Highlights:
• Established/supervised service centers of the organization, provided services to more than 950, 000 customers as well as successfully reduced the operating costs for the maintenance of iPhone by 96% across the kingdom.
• Played a pivotal role in designing/developing an E-Schedule system for the sales agents for substituting the previous manual process resulting in analyzing and
maximizing sales agent productivity within the channel.
Key Responsibilities as
Retail Operations Senior Supervisor (Jun '10 - Mar 2013):
• Handling entire spectrum of system operations starting from receiving iPhone devices till the delivery with elegant SMS notifications to the customers.
• Performing in-depth evaluations of systems and operations in accordance with company policies and recommending on best practices, methodologies and tools to mitigate any deficiencies/weaknesses identified.
• Responsible for analyzing performance of the outlets, providing solutions for sales management as well as assisting in supporting 36 outlets and 540 staff to improve the overall efficiency of the work done.
• Managing a team of 6 solution and analysis experts, mentoring in providing solutions, technical assistance and direction to ensure high end customer satisfaction and actively supporting employee growth to increase motivation and efficiency levels.
• Conducting video training sessions for the entire retail staff and facilitating the delivery of training sessions in one hour which was previously 30 days.
Key Areas Handled:
• E-Scheduling and Workforce System:
- Instrumental in integrating scheduling system with E-attendance system and instituted self-updating mechanism for designing work schedules based on inputs including current offers and walk-in flow in each outlet.
- Launched 1st interactive system through SMS resulting in choosing, swapping and informing the data during the working hours by the retail staff in Middle East.
• Queue System & Customer Experience:
- Efficiently lowered the waiting time of the customers by 75% in 36 Flagships as well as successfully served over 7 million customer per year after system enhancement.
• Refund Ticketing System:
- Refurbished the previous refunding system as well as designed, developed and introduced new system by implementing the same with all the required processes.
- Played a key role in reducing the refunding operations from 5 days to maximum to maximum of 6 hours.
- Effectively linked the refund ticketing system with 3 direct concerned departments of the organization.
• E-Training Solution:
- Played a crucial role in devising the whole e-work flow, developed the vanity auction system for organizing all activities related to the auction as well as coordinated departments including finance, marketing and sales by the same.
• Retail Appraisal System:
- Instrumental in setting up an automated system as well as associated 22 other related systems to provide performance evaluation resulting in 540 staff is evaluation and that improved the efficiency of the work done.
Company Industry: Telecommunications
Job Role: Management
Highlight:
• Played a key role in designing and developing a web portal application for administering the overall internal operations and processes within the sales team resulting in implementation of the same with SMS capabilities.
Key Responsibilities as Retail Operations Supervisor (May '09 - Jun '10):
• Developed a web based reporting application for coverage of customer statistics as well as performance of the sale agents’.
• Created and executed eForms application for minimizing the overall paper work in the organization in compliance with company policies and procedures.
• Supervised and coordinated overall operations to ensure quality work is delivered on time, at lowest possible cost.
• Conducted periodic maintenance check of all systems and developed plans for smooth execution of the processes in accordance with set plans/ schedule.
• Coordinated and liaised with the technical manager for solving technical issues raised by the customer to ensure overall customer satisfaction and customer loyalty.
• Fostered strong relationships with potential and existing clients, facilitated client meetings and attended to client queries/grievances to provide best possible level of service.
• Organized training programs for familiarizing the staff with company goals/objectives and to induce a highly motivated workforce in the organization.
Company Industry: Telecommunications
Job Role: Sales
Highlights:
• Played a pivotal role in handling the operation of 2 branches i.e Mobily Mega Branch and Tawaren Center.
• Efficiently managed branches as well as team staff members.
Key Responsibilities as Branch Supervisor (Nov '05 - Apr ‘09):
• Managed day-to-day s supervision of the branch’s operations and constant improvement to deliver creative solutions and quality to customers.
• Implemented customer development strategies/programs and ensured standards of performance are met.
• Coordinated as well as communicated latest management policies and/or changes to all staff to keep them abreast of the modifications in the organizational policies.
• Built and maintained a good business relationship with dealers and subscribers to ensure smooth execution of the workflow.
• Drafted necessary reports including sales and accounting reports and submitted the same to the branch manager for taking further corrective measures.
• Organized trainings and conducted performance reviews to induce a motivated workforce in the organization.
Company Industry: Telecommunications
Job Role: Management
Highlights:
• Served as the senior sales supervisor at the largest branch of the organization in the Kingdom of Saudi Arabia.
• Instrumental in designing and developing solutions for handling and overseeing service tickets as well as all the multimedia devices in the branch.
• Administered all the technical issues assigned to the Central region as well as recommended appropriate measures to tackle with the same.
Key Responsibilities as Sales Senior Supervisor (May '05 - May '09):
• Developed and executed aggressive strategic sales plans targeted at capitalizing existing client base. Coordinated implementation of sales plans to increase revenues/profitability and expand market presence.
• Drove sales, profitability and customer satisfaction scores by providing outstanding customer service, communicated features and benefits to clients resulting in long term loyalty.
• Kept close tabs on market dynamics and competitor activities, performed feasibility studies and recommended improvements to the higher management on increasing revenue growth.
• Increased effectiveness of staff by recognizing opportunities for development and proactively created new systems. Developed metrics to measure growth and performance of the department, provided reports as needed.
• Managed a team of 32 sales agents and 6 technical support personnel, provided regular trainings as well as motivated them to reach the targets.
• Prepared and analyzed monthly sales reports, submitted the same to the senior management to enable further decision-making.
Previous Professional Experience:
• Apr '02 - Apr '05: Network support engineer, Riyadh Newspaper
• Feb '01- Apr '02: Secretary, Al-Salhiya Charity Association
• Feb '99 - Feb '01: Marketing Official & Supervisor, Hamoud AlKarid Est.
Business Studies -Accounting