Project Manager - Head of PMO
Emirates Transport
Total years of experience :14 years, 11 Months
Scope
Oversee business projects and ensure that are completed on time and within budget. They also ensure all team members uphold the company's standards throughout each pro-ject's development and execution.
Duties
• Create and maintain a consistent project management methodology and process for all project management engagements across operations
• Coach and mentor project managers in not only project management, but also project delivery to ensure skill mastery and consistency in planning and execu-tion
• Review & Revalidate existing services and processes and create an operational excellence transformational program
• Provide centralized control, governance, coordination, and reporting of scope, change, cost, risk, and quality across all projects
• Manage corporate strategy projects within operations and provide increased re-source utilization across the organization matching skills to project needs
• Reduce projects risk taking into account risk observations and plan accordingly
• Provide increased Client Satisfaction with project-related work through in-creased communications, collaboration and awareness
Engineering (Customer Experience - Projects Manager)
(2015-2019)
Scope
Responsible for managing Customer Experience projects solutions. Managing the work from initial request throughout the launch.
Duties
• Manage e2e project
• Ensure customer satisfaction and enhance customer experience
• Propose solutions to enhance the scope of the project
• Analyze business and System requirements
• Manage Releases
• Manage Defects
Programs/projects
• Motive CEM Agentless: An e2e virtualized solution for customer care over IVR without any human interaction, it is a well-design & well-implemented solution which led to increase the customer journey experience dramatically and minimize the operational costs of contact centers with less customer efforts.
• Motive CEM - Selfcare: Multi-Channel self-support solution that is implemented through web-portal, mobile application and IPTV user interface. It is a robust solution integrated with +25 backend systems to ensure a successful, convenient & beneficial self-support journey.
• Motive CEM - Predictive: An intelligent & automated solution empowered with a machine learning model over Bigdata solution to predict the service failure / degradation prior occurrence in order to avoid impacting the service and ensure the maximum satisfaction for our customers.
• Continuous improvements on the platform implementation to enrich the solution capabilities with the maximum level of support required for the new services and the changes on the existing ones.
Technology & Information/Demand & Delivery (Requirement Management - Business Analyst)
(2014-2015)
Scope
Responsible for analyzing the needs of the business and its customers and coming up with solutions to business problems. Managing the work from initial request throughout requirements, build and implementation.
Duties
• Writing Business Requirement Specifications that successfully delivered necessary change in a manageable and non-intrusive way.
• Providing a link between the stakeholders in the company throughout the development cycle.
• Analyze business requirements
• Analyze system requirements
• Problem solving with IT solutions
• Propose solutions to meet business requirements
• Lead changes
Technology & Information/Billing & Rating application (OSS/BSS - Application Administrator)
(2011-2014)
Scope
Technology & Information/Service Assurance.
(2008-20011)
MSS (managed services solution)
(2010-2011)
(communication option), at