Human Resources Manager
Egyptian Saudi Insurance House – Salama:
Total years of experience :18 years, 4 Months
• Lead end-to-end process improvement initiatives, consistently achieving significant enhancements in operational efficiency and productivity.
• Develop and implement robust performance management programs, aligning employee goals with organizational objectives and fostering a high-performance culture.
• Champion culture transformation and post-accusation healing initiatives, cultivating a positive and inclusive work environment that promotes employee engagement and retention.
• Expertly manage personnel, payroll, and employee relations activities, ensuring strict adherence to policies and regulatory compliance.
• Streamline processes to achieve notable improvements in workflow efficiency and overall productivity, driving organizational success.
• Implement effective performance management strategies, resulting in measurable enhancements in employee performance and direct contributions to organizational growth and profitability.
• Spearhead culture transformation initiatives, successfully instilling a sense of collaboration and engagement within the organizational culture, fostering a more unified and productive workforce.
• Demonstrate exceptional sensitivity and effectiveness in managing post-accusation healing initiatives, resolving workplace issues with skill and professionalism, and restoring a harmonious and supportive work environment.
• Serve as a trusted advisor to the CEO, providing strategic guidance and support in navigating complex challenges, fostering innovation, and driving transformative change.
• Spearheaded the creation and execution of innovative strategies to advance organizational goals.
• Crafted strategic frameworks aimed at elevating the overall innovation landscape within the Qassim Health Cluster.
• Engineered and executed process enhancements, actively contributing to the continual improvement of organizational efficiency.
• Collaborated with cross-functional teams to identify and address bottlenecks, streamlining innovation processes across the organization.
• Led the development of a comprehensive culture transformation plan, cultivating an environment conducive to innovation and continuous improvement.
• Initiated and supported cultural shifts prioritizing creativity, adaptability, and a forward-thinking mindset.
• Conducted thorough reviews of existing innovation processes, meticulously identifying areas for refinement and optimization.
Implemented changes based on insights gained from reviews, ensuring alignment with organizational objectives.
• Spearheaded a strategic operational overhaul, designing streamlined procedures that aligned with business goals, resulting in an impressive 98.6% increase in customer satisfaction, a 26% boost in customer loyalty, and a 25% reduction in annual costs.
• Orchestrated a transformation to COPC® standards, successfully converting the Call Center into a revenue center and contributing 19% to overall revenue, exceeding targets with a remarkable 135% achievement.
• Managed the call center unit as a standalone entity, overseeing 145 team members and driving a 76% growth in annual income. Implemented measures that led to a 60% reduction in service cycle time, a 10% churn rate reduction, and achieved a 52% ROI.
• Executed special projects, including leading the COVID disaster recovery initiative and overseeing seasonal projects, showcasing adaptability and strategic acumen in challenging scenarios.
• Restructured the collection department, achieving a 50% reduction in collection time, a 5% cancellation rate, a 20% cost saving, and a 15% increase in upselling.
• Expanded responsibilities to include evaluating HR outsourcing providers, overseeing workforce management, talent acquisition, talent management, quality assurance, and payroll. Fostered a holistic approach to organizational efficiency.
• Pioneered comprehensive Soft Skills and Technical Skills training programs for 36 Customer Service Staff groups and 11 Program Manager groups, fostering employee growth and ensuring the continuous transfer of knowledge, leading to sustained performance excellence.
• Supervised Recruitment, Training, and Performance Management functions, ensuring optimal workforce development.
• Championed the application of strategic initiatives, including the implementation of the Competency model and Performance Management System. Spearheaded projects such as Restructuring and Rightsizing for organizational enhancement.
• Revitalized the Training, Development, and Knowledge Transfer processes to align with evolving industry standards.
• Provided crucial support to the HR Director in crafting the HR budget and operational plan, contributing to effective organizational planning.
• Conducted needs assessments and collaborated with management to enhance employee job performance, addressing performance, organizational, and leadership matters.
• Collaborated with the HR Director and Personnel Manager to formulate comprehensive HR Policies and Procedures.
• Led a project to redesign organizational charts, job evaluations, job descriptions, and salary scales, ensuring alignment with organizational goals.
• Developed a strategic talent management plan, focusing on effective implementation for organizational growth.
• Collaborated in the co-authorship of 47 Policies and Process Manuals, strategically aligning departmental activities with organizational objectives. This initiative resulted in a notable 40% reduction in operational costs and a 15% decrease in service delivery time.
• Guided cross-functional teams in implementing revitalized strategies and models, overcoming resistance to change, and fostering a 28% increase in employee satisfaction.
• Pioneered the establishment of the Volunteers Management Department, successfully increasing the number of active volunteers to 1025. This initiative significantly reduced the cost of temporary labor by 75% and introduced the concept of internal volunteering.
• Implemented rigorous data control measures, introducing fool-proofing and loss prevention procedures that led to a remarkable 90% reduction in incidents.
• Investigated and resolved escalated complaints from employees, key customers, and key providers through field visits, case studies, and in-depth analysis.
• Successfully managed a team of 17 employees, overseeing Forecasting, Staffing, Scheduling, Real-Time Management, and Performance Management functions. Awarded COPC® Certification, elevating corporate value and surpassing competitors.
• Designed and implemented effective staffing and scheduling plans, achieving an 89% utilization rate, a 17% increase in Occupancy, a 15% boost in Service level, and maintaining an Abandonment Rate under 5%.
• Revamped scheduling rules and leave plans, resulting in a 25% improvement in employee satisfaction, a 30% reduction in the cost of attrition, and maximized Adherence to 99%.
• Developed and programmed a customized Excel-based Workforce Management system, saving approximately 1.3 million EGP annually.
• Provided consultation and education to clients on industry best practices and COPC® standards, elevating client satisfaction to +95%.
• Defined and conveyed Problem Solving and Continuous Improvement approaches, implementing the Six Sigma DMAIC approach. Coached managers and supervisors during the implementation phase.
• Partnered with the Business Development department in preparing, reviewing, and negotiating proposals to acquire, retain, and upscale clients.
• Developed training program for newcomers shortened learning curve from 9 weeks to 3 weeks.
• Coached employees on Sales and objection handling techniques, boosted Sales amount by 15%, Improved Customer Satisfaction by 23%, and reduced customer complaints by 40%
• Designed and maintained Knowledge Base to facilitate knowledge and process to agents, enhanced information accuracy by 10%, and increased employee satisfaction by 20%.
• Made cold calls to potential and prospective customers to create awareness & identify their needs
• Prepared & Presented sales proposals for potential buyers demonstrating product features, and Completed order forms and submitting them for processing
• Followed-up with concerned departments to assure cycle completion and Customer Satisfaction.
• Maintained relationship with customer to keep loyalty and retention and, conduct reactivation calls & visits to shrined customers
• Submitted regular sales reports including different activities and results, and kept updated customer database includes Customer Profiles, Orders History, and Activities
Grade: In ProgressGrade: In Progress - Economics for Managers - Accounting for Managers - Contemporary Management -: Marketing Management - Human Resources Management - Financial Management - Quantitative Business Analysis - Strategic Management - Business Research Methods - International Finance - International Marketing - Seminar In Global Management & Competitive Intelligence - Project Management
Most important programs: - Psychoanalysis. - Standardization. - Advanced statistics. - Organizational and managerial psychology. - Social psychology. - Positive psychology.
Activities and societies: - Field Visits team ( Cairo' metro control room) - Cost reduction team (work group to study cost reduction and loss prevention methods)Activities and societies: - Field Visits team ( Cairo' metro control room) - Cost reduction team (work group to study cost reduction and loss prevention methods) - Professional (post-graduate) diploma covers intensive program in field of quality assurance and statistical control. Studied programs: Quality control, Quality systems, Continuous improvement (six sigma, and Lean thinking), Control charts, Reliability and maintainability, Acceptance by samples, Statistical process control, and project management. Papers: ERP systems in services, Loss prevention methods in service sectors, and applying reliability theories on call centers. Projects: economic impact of applying lean methods on call center (value stream maps- activity based costing - and Kaizen)
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