Deputy General Manager
HGS MENA FZ LLC
Total years of experience :23 years, 1 Months
- Program Manager for KSA and Jordan based Telecom client with over 44 million active customers in 8 countries.
- Oversee offshore service delivery on contractual Key Performance Indicators (KPI) and Service Level Agreements (SLA)
- Responsible for manpower planning, recruitment strategy and on boarding practices in the business
- Accountable for program profitability to budget, cost controls and revenue optimization
- Partner with the business development team in designing RFP solutions for prospective clients in MENA region
- Partner with HR to design the HR Analytics solution for clients in the MENA region (Requirement gathering, Solution Designing, Visualization and Branding, UAT, Deployment and Set Up)
- Support the HGS “Go To Market” Initiatives on existing and new product lines i.e. HR Ops, Analytics Consulting, Digital solutions and CRM Outsourcing/ Offshoring solutions
• Manage the End to End offshore operation for one of the largest UK retail and commercial Bank (circa 450 employees)
• Deliver profitability of the program though cost efficiency improvements, negating leakages and by maintaining the lowest levels of Operational losses.
• Ensure all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPI’s) defined for the process are met/exceeded.
• Performance of root cause analysis for non-achievement of SLAs/KPI’s and development and execution of remedial solutions
• Review and analyse performance reports against targets on a weekly/monthly basis with Managers and investigate causes for performance deviations
• Responsible for compliance of contractual, regulatory and financial compliance requirements as a supplier and for the client.
• Employ the right Work Force Management Strategies and ensure the resource planning is in line with historic trends and estimated forecast.
• Develop strategic & tactical plans to identify, analyse and effectively respond to business needs, emerging trends and best practices
• Drive Continuous improvement culture & implement efficiency projects focused at enhancing customer experience for the client & their customers.
• Work closely with HR and device talent retention and employee development plans.
• Oversee and manage risk controls for the program in line with supplier and client risk requirements i.e. Anti-money laundering, Information Security & Data Privacy, Anti Bribery, Health & Safety, Fraud Risk Management etc.
• Manage the operations team for the mortgage servicing and default servicing Front / Back Office processes.
• Manage the defined SLA and KPI’s of the unit and processes.
• Plan and design the New hire Induction and Training to ensure smooth optimal support is provided till BAU.
• Review, recommend and implement new methods and procedures to ensure efficiency of operations
• Maintain high level of service quality and compliance standards in the unit.
• Conduct skip level meetings and quickly put to rest any issues or dissatisfaction.
• Responsible for staff performance, management, compensation and rewards & recognition programs.
• Ensure readiness of the internal or external audit requirements and implement Enhanced Control Framework across the unit.
• Manage Risk governance through process reviews, Control Framework audits to mitigate any Inherent risk and avoid material loss
• Manage the MIS / Analytics and reporting of key performance metrics to senior management.
• Build strong working relationships with Stakeholders and ensure cohesive service delivery.
- Principles of Business Management - Business Entrepreneurship - Cost & Management Accounting - Auditing & Taxation - Corporate Accounting - II - Banking & Insurance II