General Manager, Commercial Care Development
mobily
مجموع سنوات الخبرة :23 years, 3 أشهر
- Leading the Outbound and Credit & Collections departments, drive efficient telesales and other Customer campaigns to maximize revenue generation with optimal operational performance leveraging in internal and external capabilities.
- Manage end to end the full Credit & Collection process by maximizing revenue via efficient operation and by minimizing risk & bad debt, while optimizing Customer Experience.
- Lead Customer Care Outbound and Credit & Collection teams to maximize revenue generation, minimize risk and minimize bad debt, with a positive impact on Customer experience.
- Direct and lead all Customer Care outbound activities, leveraging in internal and external capabilities to provide outstanding outbound services to other Mobily areas, being cost effective.
- Direct and lead Credit & Collection activities to maximize revenue and reduce bad debt, in coordination with CFUs and Finance areas.
- Lead the development of the Commercial Care Development department short and long term operational strategy, and guide the direct reports towards the achievement of the strategic goals through setting & accomplishing their KPI's.
- Define the Commercial Care Development department’s goals and objectives in coordination with Finance and CFUs.
- Lead the definition of Commercial Care Development KPIs, aligned with the performance targets, and guide their achievement through continuous monitoring and improvement
- Guaranteeing full association between CC & BUs KPIs through supervising the execution requirements & controlling the declaration of difference & disagreements.
- Define, together with Finance and CFUs, the Credit & Collection’s policies, procedures and processes and lead adherence and implementation.
- Direct best utilization of resources or occupancy according to international standards.
- Establish the escalation matrix and SLA for quick and efficient complaint resolution.
- Identifying customers’ complaints through directing the implementation of Field Experience assurance mechanism, making sure of addressing them to the appropriate area for solving.
- Guide the employment of Telesales Initiatives classified by the BUs in order to achieve objectives.
- Control the Order Entry Process of GSM & Non - GSM products in alignment with the corporate methods in order to diminish the customer risk & raise the quality of customer orders.
-Lead, strategizes the Planning & Development Department (P&D) through the operational activities of the 7 Functions: Decision Support & Performance Management, Workforce Management, Business Enhancement & Internal Review, Quality Assurance, Training & Communication, Knowledge Management, & Project & Program Management, & Outsource Management with full accountability.
-Established the 1st Outsourcing Function in Mobily Customer Care with all its related Structure, logistics, KPIs, Contracts and terms & conditions, Vendor Management processes…etc.
-Chairman of RFP (Requests for Proposal) to establish Mobily’s 7th Fully Outsource Contact Center.
- Risk Management & Business Continuity Champion since 2011.
- Owner of Core & Base Initiative as part of Mobily’s Strategic Customer Experience (CEX) 2015 initiatives.
-Develops and implements systems and controls to improve quality and efficiency of various Customer Care Departments.
-Supports and develops and evolves the service capability of the Customer Care Dept. to meet complex demands.
-Leads, Audits, and report on the departmental as well as personal Balanced Scorecard.
-Directs and Supports Mobily Customer Care’s innovations through the effective creation, delivery, and implementation and Post-Implementation Review of projects.
-Accountable of all budgetary ownership for the Customer Care Dept.
-Deliver maximum utilization of resources across diverse business units to support Departmental goals. This may require intraday forecasting, to support the ‘command and control’ of resource.
-Reviews and develops existing Departmental goals, structures, policies, environment, and processes to support growth.
-Orchestrate proactive communication interface between the Planning and Development units and other key departments within Mobily.
-Lead Major initiatives to Develop Strategic Plans that optimize Mobily Customer Experience and develop internal plans to achieve the set goals in accordance with the corporate strategy.
-Defines & Regulates Service Quality standards according to the International benchmark.
-Manage a team of Customer Care Operations Managers.
- Initiate, Develop, Direct & Implement key operational strategies and policies.
- Create and develop Dept. KPIs and ensure they are met and achieved across all customer care levels.
- Identify key training areas that need to be conducted to customer care staff.
-Coordinate closely with other customer care depts. To ensure smooth and effective flow of operation, communication, & learning.
Ensure that all agreed on Service levels are achieved.
- Coordinate with other Mobily depts. Such as Marketing & Sales to ensure optimal customer satisfaction level.
- Ensure that all the customer enquiries and complaints are resolved from the first call and FCR (First Call Resolution) is achieved as per the targeted percentage.
-Ensure that all Mobily Partners are served and supported as per Mobily Standards.
-Manage the Operations of Mobily Contact center -Offshore Unit Under Mobily InfoTech (MIT), Bangalore- India
-Run the overall Mobily Contact Center Operations under the Build-Operate-Transfer (BOT) concept between Mobily InfoTech & HTMT Global- India.
-Sell Call Center Services & Packages of Key Corporate Customers.
-Provide Outsourcing Consulting Services to Corporate Clients.
-with collaboration with our outsourcing unit, HTMT Global- Bangalore
-Provided full consultancy contribution to Mobily Outsourcing Unit, HTMT Global.
-Fully Achieving the Service Level, AHT, Quality Standards Targeted by Mobily.
-Achieved the Lowest Attrition Rate (less than 2%) through proper empowerment and motivations.
-Matched all the Performance Measurement and KPIs with the ones in Mobily KSA i.e. the Pointing System Scheme.
-Developed Strategic Partnership with HTMT top Management, Business & Development, Technical & Operation teams to optimize the benefits for both partners.
-Ensure that all Mobily Productivity, Consumer policies & Quality Standards are fully implemented.
-Granted and maintained access to all Mobily Data Applications as well as the Voice Links through Contracted Links Service Provider.
-Ensure the smooth Transfer of Knowledge, Culture between
-Provided full empowerment access to all the staff to match their peers in Saudi
-Developed with the Team a Complete in-house Mobily Knowledge Book that serves as an Induction Program Material as well as Training refreshments material.
-Introduced the FCR (First Call Resolution) concept to all the staff to achieve optimal customer Experience.
-Successful implementation of Mobily Green (Dil Se) project that target customers from the Indian Sub-content based in Saudi
-Provided several Sites options and negotiated cost-effective prices
-Work closely with Interior Design Consultants to develop the best possible Contact Center Accommodation Layout.
-Manage the Operations, Performance & Quality of Mobily Contact Center in Jeddah.
-Achieve & Maintain the Service Level for the Corporate & VIP Accounts, to the Premium teams, & optimizing their customer experience with Mobily.
-Manage the Performance of 140 agents managed by 10 Team Leaders.
-Service Level Manager for both Jeddah & Dammam Contact Centers.
-Manage the Operations of 4 Corporate Sales Contact Center Team
-Implement the Key Accounts Management Concept across the Corporate Sales Contact Center Teams.
-Achieve and maintain the SLA with other departments i.e. Corporate Sales, IT, & Marketing.
-Perform Staffing and load balancing during the shift intervals
-Develop Career Path for Team Leaders & Agents
-Implement overtime schedule when needed.
-Plan strategically with Work Force team for the forecasting, budgeting, & scheduling of staff.
-Follow up on team leaders’ activities, duties and responsibilities.
-Give on the job Coaching & Training to team leaders & Agents
-Develop, Revisit, & implement work Processes.
-Interview and assess new hires of Team Leaders & Agents.
-Prepares monthly incentive plan results and bounce.
-Monitor Department’s Training deficiencies and suggest training requirements.
-Sell Corporate Packages of Mobile Services to Key Corporate Customers
-Develop & maintain long relationship with Corporate Key Accounts & provide them with added value services.
-Project Manager of the Corporate Outreach Program in the Kingdom
-Active Member of Mobily Etihad Etisalat Start up team in the Kingdom
-Participated, actively, in the preparation and creation of Mobily Services launch event, Corporate Sales Plans, Corporate products & services, corporate sales policies, and corporate sales processes.
-Manage Sales Executives to cover the Western Region sales by industry segmentation.
-Create full Data base & Customer Profiles for top Key Accounts in the Western Region.
-Manage a section consisting of the biggest key account in the Middle East.
-Sell Procter & Gamble & IATCO products to Different Trade Channels.
-Ensure full coverage and distribution of all categories at the accounts.
-Coordinate with other units, which have branches for this account to ensure its targets delivering & sales fundamentals execution.
-Deliver sales, shipments, and share goals by executing company’s business plans and developing collaborative customer partnerships with medium size supermarkets, self services and wholesalers.
-Implementing & insuring sales fundamentals & Monthly initiatives in all stores.
-Preparing detailed business reviews on quarterly basis.
-Monitoring stock level, brands movement, pricing vs. competition, shopper’s behavior & analyzing out-come data in order to enhance consumer’s consumption.
-Manage the work of sales team and provide continuous training to maintain and develop the company’s visibility as well as market share
-Sell P&G, Clorox, & Quaker products directly to the account & manage their stock level.
-Build business partnership with the account & develop a strong account penetration at all levels.
- Provide the account with expertise to improve its sales, market share, and profitability.
-Develop strategic selling concepts and manage their implementation.
-Provide the account with the best selling ideas, the best promotional programs, the best products, and the best value possible to their end consumers.
-Conduct monthly & quarterly reports to study & evaluate competition activities as well as P&G products’ performance in the Saudi Market.
-Conduct quarterly business reviews & monthly letters to assess total business performance by category.
-Sell Procter & Gamble & IATCO products to Different Trade Channels.
-Ensure full coverage and distribution of all categories at the accounts.
-Coordinate with other units, which have branches for this account to ensure its targets delivering & sales fundamentals execution.
-Delivers sales, shipments, and share goals by executing company’s business plans and developing collaborative customer partnerships with medium size supermarkets, self services and wholesalers.
-Implementing & insuring sales fundamentals & Monthly initiatives in all stores
-Managing, directing & supervising a team of 4 merchandisers.
-Preparing detailed business reviews on quarterly basis.
-Monitoring stock level, brands movement, pricing vs. competition, shopper’s behavior & analyzing out-come data in order to enhance consumer’s consumption.
Full-Time Studies
Full-Time