Senior Manager Strategic & Transversal Projects , Program Management Office
orascom Telecom Algerie
Total years of experience :15 years, 6 Months
• 3G License Bid Manager
Performed cross-functional coordination among Technology, IT, Regulatory affairs, Commercial, Business planning and Consultants to:
o Analyze RFP
o Define Bidding Strategy and identifying winning themes
o Provide guidelines and advice to functional teams responsible for different book parts
o Progress monitoring and reporting to management.
o Escalation and risk management.
o Overall consolidation and consistency checks.
o Operational support.
• 3G Program manager
o Ensure integration and synchronization of the commercial Plans and technology plans
o Managing a team of 10 PMs and consultants to deliver the 3G commercial roadmap and ensure alignment with technology projects.
o Commercial road map included more than 50 commercial initiatives in the areas of products, services, sales, customer operations and communication.
• Process Improvement & Efficiency Enhancement Projects
o Implementing new Chart of Accounting.
o Purchase chain process improvement
o Scratch Card process audit and optimization
o Implementation of Prepaid customers’ lifecycle as imposed by the regulator decisions.
o Design and implementation of shop acquisition and construction process
o Implementation of access control and time attendance system in OTA sites and shops all over the Algerian territory.
o Fixed Asset Inventory project.
o Ensure SIM availability after the shortage caused by the bans of the Central Bank of Algeria on Djezzy.
• Commercial Projects
o Launch of 3 new postpaid products and 1 new prepaid product.
o Revamping prepaid products.
o Revamp of postpaid collection process and postpaid segmentation.
o Launch of 20+ ATL & BTL promotions.
o Partnerships establishment with IT resellers and SME/Corporate distributors to support sales.
• Customer Experience Enhancement Projects
o Djezzy customer base Identification, whose documents (11 M file) were burnt during Nov ‘09 riots. This project scope includes:
Development of the project budget.
Establishing outsourced call centers.
Hiring and training enormous number of agents (call center advisors, Shop advisors and archiving).
Establishing partnerships with huge number of POS.
Development of all the applications needed to control different processes in the project (e.g. POS commissioning payment process, customer re-identification process).
Establishing and furnishing of a new archiving warehouse.
Setup and running of customer campaigns via incoming and outgoing calls and SMS.
o 60 + New/refurbished/reallocated shops in 4 years. The project scope included sites prospection, contract management, civil work, branding, furnishing, procurement management, Agents hiring, Agents training.
o Internet Bill review.
o B2B & Elite Corners in Djezzy Shops
• Crisis Management
o Implement the action plan to secure business continuity during the riot Djezzy faced in Nov’ 09.
o Implement the action plan to secure business recovery after the riot Djezzy faced in Nov’ 09 which included:
Refurbishment of 13 totally destroyed shops.
Refurbishment of Destroyed premises.
Refurbishment of Technical Warehouse.
Establishment of new commercial and archiving warehouses to replace the destroyed ones.
• IT Projects
o Data warehouse swap.
o Contract Management Platform
o Djezzy WiFi Hot Spots.
• Contributed to setup and development of the business relationship between Ericsson and OTA
• I actively participated in formulating the support agreement between Ericsson and OTA as part project scope planning.
• I was in charge of Human resource planning and management of support team in order to establish support organization and involving qualified resources from both local market and global competence centers.
• Support contract fulfillment responsible, I am managing the planning, monitoring and control of Cost and Quality.
• Effectively contributing with various departments to plan, monitor and control procurement activities with 3rd parties.
• Managing and planning support project communication through the project including escalation procedures, regular reporting, and Steering committee involvement.
• Pursued a risk management plan to identify, qualify, quantify and mitigate risks associated with the support delivery.
• Leading the support organization to support OTA charging system based on Ericsson solution.
• Overachieved 2008 targets for contract fulfillment rates, customer satisfaction, margins
• Participated in support organization management for the solutions provided to Vodafone Egypt in various areas (Charging, VAS, Transmission, OSS, GPRS, Core)
• Involved in managing warranty and support contracts of Vodafone Egypt.
• Actively participated in preparation of service contract renewal.
• Participated in defining new future services to Vodafone Egypt.
• Responsible for escalation management towards customer emergencies.
• Follow-up on solution management introduction for CS3.0 and IMS
• Established the IN planning, operation and maintenance team.
• Definition and Design of all IN/VAS workflow processes
• Managed the launch of the first prepaid fixed telephony in Algeria.
• Member of the workgroup studying and evaluating the feasibility study of introducing the WiMAX and Ev-DO as broadband wireless access solutions, where the technology itself, economic impact and strategic aspects have been well scrutinized through the study.
• Managing the whole technical budgeting process for the quarterly business review.
• Participated in the preparation of different solutions for the business sector customers while recommending clear and appropriate technical solution, financial model and business case.
• Worked with the Regulatory affairs team on reviewing and editing the international interconnection agreements with TIS , Med-cable and M-Link
• Planning both capacity and budget for the interconnection links with operators and leased lines between network nodes.
• Reviewing and co-editing of interconnection agreements and the interconnection catalogue issued by LACOM.
• Achieved a complaint resolution rate of 78 % over 3 months.
• Optimization of the solution proposed by the vendor for prepaid data access leading to saving 35 % of the project cost.
• Participated in the formulation of the processes managing the work flow (e.g. voucher creation, voucher activation, IN preventive maintenance, new service development).
• Preparing technical solution and business case concerned with providing broadband access services (Dual Play/Triple play) via FTTH, xDSL and MSAN for residential areas and business communities.
• Represented LACOM in the CeBIT exhibition 2006.
• Proposed the technical solution and plan to swap out the legacy switching system to an NGN based system lead to a direct reduction of 14 % for the overall call cost.
• Participated in the preparation the business case for the legacy switching system replacement.
• Prepared the RFQ for the NGN and participated in vendor assessment and procurement process.
• Planned both capacity and budget for the interconnection links with Telecom Egypt.
• Studied the technical solution to implement the Utility Bill Payment service through which customers can pay their utility bills (telephone, electricity …) via prepaid calling cards.
• Created Operation and Maintenance Process.
• Implementation of International VoIP calls via prepaid calling cards.
• Prepared the technical studies and managed the regulator relationship to get Class C ISP license.
• Managed the Regulator and operator relationships in the preparation phase for NGN deployment which included Equipment Import authorization, Site acquisition, Leased lines availing.
• Network performance optimization which comprise studying statistics and performance metrics. Consequently report to the technical director the recommendations to enhance the network performance.
• Managing the IN project of Telecom Egypt for Upper Egypt and Canal Zone; which was a turnkey project delivering the Service Switching Point (SSP) for Suez, Menia and Suhag.
• Managing the NTCC IN project (2nd operator in the prepaid calling cards market place in Egypt).
NETHERLANDS, Dec-2000 till APRIL 2001:
Commissioning and testing of several PSTN exchanges for KPN (the incumbent operator in Netherlands).
ITALY, JULY2000 till OCTOBER 2000 :
• Commissioning, testing, installation supervision of 8 Signaling transfer points (STPs) in 4 cities (MILAN, BOLOGNA, NAPOLI, and ROME) for OMNITEL (currently Vodafone Italy).
• Executing engineering change notes in several sites (ROME, MESTRE …) for TELECOM ITALIA.
ACHIEVMENTS IN EGYPT:
• Performing testing, commissioning, software/Hardware upgrades for Lucent Switches installed in various areas in Egypt..
• Presenting Lucent technologies Broadband access solutions in Cairo Telcomp 2003 Exhibition.
MASTERS OF INTERNATIONAL BUSINESS ADMINISTRATION –ESLSCA UNIVERSITY MAJOR: INTERNATIONAL MARKETING GPA: 4 Final Project: Understanding Factors affecting Investors Decisions to Invest in Islamic Bonds (Sukuk)
B.SC. IN ELECTRICAL COMMUNICATIONS & ELECTRONICS FROM FACULTY OF ENGINEERING, COMMUNICATION AND ELECTRONICS DEPARTMENT, CAIRO UNIVERSITY. Graduation Grade: Good. Graduation Project Grade: Distinction. Graduation Project title: Design and implementation of email system over wireless LAN.