Achraf HARRAS

Director of Operations - Multisites (Casablanca - Oujda)

• Assists top management in setting goals that promote company growth
• Oversees daily activity of the centers
• Prepares budgets, schedules, and other organisational reports as needed
• Manages team workloads in order to meet business requirements and deadlines
• Develops plans to increase efficiency and reduce costs
• Improves existing systems and policies
• Ensures customer requirements are met in a timely manner
• Manages centers performance
• Identifies improvement areas and plans and implements systems to boost company effectiveness
• Manages multisites performance
• Executes plans designed to meet company goals by changing policies and coaching employees
• Plan and monitor the day-to-day running of business to ensure smooth progress
• Supervise staff from different departments and provide constructive feedback
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
• Oversee customer support processes and organize them to enhance customer satisfaction.

Drive profitable growth by identifying, engaging and collaborating with prospective clients to deliver winning techno-commercial responses to bids/ opportunities to ensure increased market penetration and improved conversion.
• Strategic and financial :
 In line with organizational strategic objectives, create a Business Development strategy including future plans, account planning, operating model, targets, capability building, bid management and Presales activities.
 Identify market potential and target customer segments as per the signed-off business development plan.
 Drive win-loss analysis to enable improvements in bid management and ensure higher conversion ratios.
 Lead client visits and client workshops to enable sharp identification of needs and sources of differentiation, while generating positive recall for VFS Global.
 Review pursuit plan and business pipeline with leadership to ensure target achievement.
• Stakeholder:
 Create an opportunity pipeline by connecting with businesses, local government, ministries across the globe to communicate VFS Global's value proposition on outsourcing.
 Create/ update the stakeholder network and build multi-level connects; Create awareness about VFS Global and build relationships with businesses/ ministries.
 Maintain and expand relationships with key/ all customers.
 Actively engage with prospective clients to help sales penetration in the market/domain/function.
 Tap opportunity areas across existing and potential accounts where VFS Global services offerings and solutions can be positioned.
 Nurture multi-functional partnerships across geographies to provide a differential value proposition to the client
 Guide the Presales team to collate data for periodic updates and provide visibility on pipeline, ongoing pursuit responses, status, etc.
 Assist the senior leadership and functions across regions in taking appropriate decisions on account strategy.
markets/domains/functions.
 Establish and maintain connects with key government officials and businesses in the target markets to sense early opportunities.
 Assist the leadership in pricing / commercial decisions regarding bid response.
• Operational:
optimization, profitability and utilization.
 Define a framework for effective management of pursuit - to enable effective bid opportunity assessment, qualification, developing bid response strategy and proposal development.
 Drive the creation of differentiated bid response collaterals such as technical demos, about the organization and its competitive advantage, case studies, etc.
 Guide the team to create winning proposals for bids/ large deals that are strategically important for VFS Global.
 Drive the team to adhere to the risk management and financial and business compliance framework of VFS Global.
 Drive teams for faster turnaround time, effective and differential bid response to enable BD team to win deals.

• Head of Quality, Customer Experience, Process, Program & Performance Senior Manager (10 Sites).
• Internal Auditor (PCI DSS, COPC, BCP, ISO9001, ISO27001…)
• Member of the Executive Management committee and reporting to the VP Operations / Managing Director Africa.
• EMEA Accounts Implementation: Amazon, Lastminutes.com, Groupon.com, Bell Canada, Orange Belgium, Philips (Spain, France, Italy), Lexmark, Samsung, SFR, Direct Assurance, Indigo Digital, Toshiba, BeIN Sport…
• Develop and implement a culture & strategy of continuous improvement toward the organization.
• Assist & Collaborate on operational & business activities on all aspects of customer experience, satisfaction, continuous improvement, procedures, training (Continuous Learning, initial)…
• Prepare and coordinate internal and external audits: (NF EN 15838, PCI-DSS, COPC, ISO, AFNOR requirements monitoring ...).
• Implement the necessary tools and measures in order to monitor performance and ensure that the qualitative and quantitative objectives of continuous improvement projects are met.
• Provide functional guidance to VP Operations & Site Directors in the region.
• Provide functional orientation to: operations, training, IT, general services, workforce management and human resources on risks and propose solutions.
• Provide expertise and advice in continuous improvement in relation to the best practices.
• Apply critical thinking to develop, recommend and implement strategies that meet the company's business objectives at different levels.
• Develop, deliver and support projects in driving change through ongoing improvement initiatives;
• Deploy Lean in a consistent and rigorous manner throughout the organization in accordance with best practices to improve operational performance and increase the value delivered to customers.
• Train, coach and lead Change Leaders to ensure their respective deployment missions; also to identify and prioritize Lean Six Sigma needs.
• Demonstrate Leadership skills to influence different stakeholders (direct / indirect) ones.
• Follow the requirements of the Social Responsibility label (LRS) in collaboration with the human resources department.
• Perform audits as requested by the hierarchy.
• Ensure that the Group's policies and procedures are respected in terms of safety.
• Manage, lead and motivate teams with a challenging open style.
• Coordinate the implementation of the standards and processes on the region.
• Comply with the group's policy and procedures in terms of safety & Environment.
• Provide business improvement and process optimization, operational management.

• Quality Management Lead of different EMEA accounts:
• BPO projects: Accor Hospitality Central Reservation: Sofitel, Novotel, Ibis, Pullman, Lucien Barriere, …ect
• ITO projects: CAT, Alcatel Lucent, Delphi, Eli Lilly, Société Générale
• Implementation and manages training in different HP Standards and processes:
• Transaction Monitoring: Call monitoring, Case checking, Feedback & coaching, Call calibrations, Training need identification...
• Customer Satisfaction: CSAT/DSAT Analysis, Verbatim Analysis, Segmentation analysis, RCA..
• Pre-Emptive Escalation: Track & Report input metrics, Proactive identifications of possible issues, Facilitate corrective actions...
• CCMS: Complaints and Compliments Management System, Customer Complaints & Compliments, Tracking, RCA, Close looping with Delivery.
• Service Improvement Programs: Account specific, continuous improvement projects, UAT panel..
• ADM Survey : Account Delivery Management, Gather feedback from ADMs, Identify Action Plans based on feedback, Report out the feedback along with Actions Plans.
• Successes 2012: Improving in customer satisfaction in 2 major accounts (Alcatel-Lucent and Eli Lilly).
- Alcatel-Lucent: Customer Satisfaction (CSAT %) rate increased from around 80% for long time (>85 % required) to more stability over 88%. Also direct user complaints decreased close to zero.
- Eli Lilly: The Average Customer Satisfaction Indicator (CSI) score increased from 3.8/5 to over 4.4/5 (over the 4.14 as minimum required). Also the number of direct user complaints divided by 3.

• Directly supervise a team of Supervisors/call center agents handling information inbound Calls for Telefonica España S.A
• Provide and document performance feedback through side-by-side coaching and performance review.
• Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed.
• Improve customer satisfaction and call quality by monitoring and giving feedback
• Increase effectiveness of call monitoring by calibrating with the quality department
• Handle escalated customer issues as needed
• Support the call center by participating in cross-functional meetings to give input on improvement opportunities
• Managing multiple BPO accounts: National Information & International Information 11825 (Información internacional), 1005//1008/1408 (Conferencias con el resto mundo a través de Operadora), 1009/1409 (Conferencias con España a través de operadora), 096/1212 (Aviso y Despertador) España Directo, Campaña de Cooperantes de la Fundación de Telefónica...
• Coordinate operations within ATENTO Morocco -Telefonica España-