Head of Operations MENA
Al Futtaim Group
مجموع سنوات الخبرة :15 years, 10 أشهر
• Develops and executes strategic plans for MENA operations, optimizing supply chain, logistics, and distribution.
• Leads and mentors operational teams to achieve targets and enhance efficiency in the MENA region.
• Cultivates key stakeholder relationships to streamline operations and drive growth.
• Analyzes market trends and opportunities for operational improvement and expansion.
• Ensures compliance with regional regulations and company policies.
• Fosters cross-functional collaboration to align operational strategies.
• Drives continuous improvement and cost reduction initiatives for enhanced performance.
• Monitors KPIs and metrics to inform decision-making and drive success.
• Prepares concise reports and presentations for senior management.
• Chief advisor for group businesses/projects/owners.
• Planned, monitored, and implemented business plans for continual growth.
• Conducted market research, enhancing market share and competitiveness.
• Designed marketing strategies, advertising, and public awareness campaigns for improved brand recognition.
• Traveled overseas, establishing partnerships and overseeing transactions for international business expansion.
• Provided ongoing guidance to the workforce, improving employee satisfaction and team performance.
• Conducted training and motivation sessions for the entire Group Workforce.
• Maintained and updated company website, intranet, and marketing pages.
• Managed and built a strong presence on social media platforms.
• Planning and developing marketing strategies and assuring the company services noticed by it's targeted audience.
• Making and executing business plans, provided with company targets and plans.
• Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
• Dealing with all of the company clients, such as \\[Aramco - Sabic Companies- Sadara -
• Maaden- etc.\\] and provide them with engineered Offers, services, and solutions designed as per their needs, assurance of satisfaction
• Analyzing Saudi Market and providing creative and adaptive plans to accommodate the continuously changing and evolving industrial market.
• Set service pricing for current and new products/services to meet revenue and profitability goals, and fit with the competition in the total market
• Ensured clients were satisfied and would continue their business with the company.
• Leveraged market and competitor data to identify market opportunities and gaps.
• Developed marketing plans to support department strategies.
• Achieved and maintained sales goals, and increased the company access to it's targeted clients, by 50%.
• Mentored and coached phone banking representatives, providing ongoing support to enhance their skills and performance in customer interactions.
• Developed and implemented training programs, collaborating with training teams to address identified needs and improve the overall competence of phone banking representatives.
• Monitored and evaluated training effectiveness, adjusting programs as needed to ensure continuous improvement in representative performance.
• Conducted regular quality assessments on phone interactions, providing constructive feedback to representatives and guiding them towards continuous improvement.
• Collaborated with team leaders to identify and address performance gaps through targeted coaching sessions and personalized development plans.
• Generated and presented reports on quality assurance metrics, including the impact of mentoring and coaching initiatives on representative performance.
• Analyzed customer feedback related to phone interactions, incorporating insights into mentoring and coaching strategies to improve service quality.
• Actively participated in cross-functional teams to identify opportunities for process improvement, with a focus on mentoring and coaching strategies.
• Maintained up-to-date knowledge of industry regulations and standards, ensuring continuous compliance in phone banking services.
• Managed high-volume inbound calls, addressing inquiries on account balances, transactions, and banking products to deliver exemplary service.
• Investigated and resolved customer complaints with strong problem-solving skills, ensuring timely resolution of complex issues.
• Provided technical support for online banking, mobile apps, and digital channels, enhancing overall customer banking experience.
• Identified cross-selling opportunities, contributing to 15% increase in product adoption among customers.
• Ensured strict adherence to banking regulations, security protocols, and compliance standards during customer interactions.
• Collaborated with cross-functional teams (fraud prevention, account management, technical support) to streamline processes and enhance customer support.
• Maintained accurate records of interactions, contributing to comprehensive reports and analysis on service metrics.
• Provided leadership within customer service team, offering mentorship to junior agents and participating in training programs.
• Monitored and maintained high-quality standards, consistently achieving top-tier customer satisfaction scores.
• Stayed updated on changes in banking regulations and policies, ensuring adherence to bank's procedures in all customer interactions.
