Executive Director - Digital Solutions
GENYX
مجموع سنوات الخبرة :18 years, 11 أشهر
• Coach & Advise clients (Start-ups & SMEs) with the digital landscape and make recommendations to transform their business.
• Lead technology aspect of digital transformation and collaborate with broader stakeholders on organizational change capabilities, and helping clients transform into digital enterprises that continue to develop and innovate with speed, at scale.
• Coach, lead, and mentor team members (e.g. technical leads, developers) and managers on aligning their strengths and passions with business strategy, while providing constructive feedback & support.
• Lead the development process of go-to-market plans, product/feature positioning and digital product marketing campaigns that drive digital product adoption, engagement and monetization
• Implementing an agile advisory approach for start-ups in the digital industry, which increased their growth potential by 20% & worked on reducing their costs by 25%.
• Adopting Project Management tools (JIRA & ASANA) which increased staff productivity & project efficiency by 25% in first year, 45% second year & 85% on our third year.
• Working with Business Development Managers in improving reporting structure & customer retention by adoption a CRM (Raynet) platform, which improved the overall performance by 15% in the first year, 55% in the second year and 80% in our third year.
• Increased the overall efficiency of the company by 85% through the adoption of google’s gsuite solution (google docs, sheets & PPT)
• Redefining & improving the process of conducting market analysis reports, feasibility, & business strategy of the team; by developing standardized templates, which increased client retention to 65% by the third year.
• Managing and setting KPIs & SLA for project team and third party suppliers.
• Hiring and training talents
• Quarterly meeting with the Chairman
• Traveling within the GCC to meet potential clients (owners, chairmen and executives) in Qatar, Oman and UAE
• Improved software deployment process by 65% in the 2nd year, through the adoption an agile approach and moving away from a waterfall one.
• Introducing a new software deployment process, which improved delivery & QA process by 55% (the adoption of a bit-bucket deployment structure)
• By introducing better processes, customer retention increased by 30%, customer satisfaction by 55% in the first year and over 65% in the second year.
• Worked with project team in introducing an excel sheet (macros) to ease the reporting and monitoring all projects by 35%.
• In the second-year reporting has improved by 85% as the excel was developed into an internal PM tool, which was enhances to include project KPIs & SLAs. This adoption improved team performance by 60% compared to 35% in the first year.
• Reporting to Managing Directors on performance of the Middle East offices and presenting growth plans within the region.
• Managed a multicultural help-desk, consisting of 72 agents (20, 000 Calls per month)
• Overseeing training programs and implementing a knowledge database that improved productivity by 55% and decreased call times from 40mins to 20mins.
• Maintaining SLAs (Service Level Agreements (CSAT 95%, First call Resolution 80% & call pick up within ten seconds 85%)
• Managing the project of relocating an entire help-desk from Montreal, Canada to Prague, Czech Republic (8 Months, 5M USD budget). Hiring Project staff & new help-desk agents an estimated budget of 500, 000 USD for salaries.
• Leading a team of 8 Project managers during the transition.
• Involvement in the development and integration of new IT systems, such as, real-time client chat services, which reduced the number of incoming calls by 20% and the “Zurich Service Desk Online” tool, which reduced incoming calls by almost 10%. Training the first patch of Prague’s new hires.
• Supervising, managing assisting the account in overseeing the team
• Setting up day and night shift schedules
• Ensuring team performance meets the set KPIs and SLAs.