Manager LEAN Solutions
Qatar Airways
مجموع سنوات الخبرة :19 years, 4 أشهر
• Developed a strategy and spearheaded implementation of LEAN principles with an interdisciplinary team to the entire organization.
• Designed and implemented Lean tools on different Projects which need streamlining.
• Consultant to all the departments and subsidiaries to evaluate, and reengineer processes for continuous improvement projects for results like; elimination of waste, removing non-value added steps, staff utilization for efficiency, and removing redundancies to name a few.
Program development and Trainings conducted in the areas of:
• Operational Excellence,
• Lean & Six Sigma,
• Project Management & Strategy,
• Human Resource best practices,
• Customer Service Excellence,
• Decision Making & Problem Solving,
• Presentation Skills
• Value Stream Mapping,
• Effective Communication
*Manage entire operations in UAE & GCC.
*Responsible for business development.
*Develop Client Relationship
*Responsible for P & L.
March 2011 to July 2011
King Fahad Medical City (KFMC), Riyadh, KSA - Hospital and Health Care Provider
Chairperson, Head of Business Performance Management & Organizational Management
Responsibilities & Achievements:
❖ Responsible for development and implementing multiple Dashboards across KFMC.
❖ Responsible for establishing and monitoring of Key Performance Indicators (KPI's) across eight hospitals.
❖ Responsible for establishing, implementing and monitoring of "Local Measurements" at each hospital level.
❖ Contributing for the accreditation preparation for Joint Commission International (JCI)
❖ Responsible for designing, implementing and monitoring of Voice of Staff, Voice of Customers (Patients) and Voice of Processes.
❖ Responsible for updating departmental intranet contents and design.
❖ Responsible for data warehouse.
❖ Responsible for launching multiple rewards and recognition programs.
February 2010 to March 2011
Noor Takaful, U.A.E - Islamic Insurance Providers
Vice President, Head of Business Process Engineering, Service Quality, Customer Service & Training
Responsibilities & Achievements:
❖ Responsible for establishing the Service Quality (Procedures & Policies), Business Processes Engineering and Training function from the scratch.
❖ Implemented 6 Sigma in key business processes and reduced Turnaround time (TAT) over 50%.
❖ Developed Key Performance Indicators (KPI) and Service Level Agreements (SLA)
❖ Designed, developed and implemented internal product Training Program.
❖ Designed and launched Presentation Skills for line manager using Toastmasters methodology.
❖ Designed and implemented Customer Complaint Tracking System.
❖ Designed and launched Service Quality Induction training program for new hires.
❖ Designed and implemented different surveys for capturing the Voice of the Associates, Voice of the Customers and the Voice of the Processes.
❖ Designed and launched multiple rewards and recognition programs.
❖ Implemented outbound call to capture customer feedback to measure "Net Promoter Score" (NPS)
❖ Designed and implemented Customer Satisfaction Index (CSI)
❖ Designed and implemented WEB based Customer Satisfaction Survey and Complaint Tracking.
❖ Led the team to get ISO 9001:2008 Certification, compile and won the DQAP Award.
August 2007 to February 2010
Noor Islamic Bank, U.A.E - Islamic Financial Institution
Vice President, Group Head of Business Process Engineering & Service Quality
Responsibilities & Achievements:
✓ Responsible for establishing the Service Quality (Procedures & Policies) & Business Process Engineering function for the bank from the scratch.
✓ Led the team for launching of new branches.
✓ Designed and implemented New Branch check list from identifying the location to operating.
✓ Shared and educated associates about the concepts and world class Practices through induction program.
✓ Developed KPI and SLA for key business processes.
✓ Designed and implemented Customer Care Unit for problem resolution.
✓ Rolled out Branch service strategy and customer experience capturing tools like; electronic touch pads, feedback and WEB access.
✓ Designed and implemented different surveys for capturing the Voice of the Associates, Voice of the Customers and the Voice of the processes.
✓ Designed and launched multiple rewards and recognition programs.
✓ Assisted Country Head on special projects.
✓ Developed and implemented Staff Satisfaction Survey.
✓ Responsible for implementing outbound call survey to capture customer feedback about our processes regarding the Sales Team.
✓ Developed "scripts" to be used by front line staff, contact center and collection department.
✓ Established Quality Council (cross functional) to resolve critical issues related to customer, captured through Voice of Customers and Voice of Processes.
✓ Established, launched and Chaired "Noor Club" for social activities.
April 2005 to July 2007
Sharjah Islamic Bank, U.A.E - Local Financial Institution
Vice President, Service Quality (Procedures & Policies) & Business Process Engineering & Acting Head of Branch Distribution for (7 months)
Responsibilities & Achievements:
* Responsible for setting up the Service Quality & Business Process Engineering Division.
* Sharing and educating Associates the benefits of Operational Excellence Model.
* Documenting and digitizing business processes using Ultimus for automation.
* Developing KPI (Key Performance Indicators) and SLA (Service Level
* Agreements) for key strategic business processes.
* Responsible for designing and launching Customer Service training program.
* Designing the product catalog to benefit customer service and product training.
* Responsible for launching Cross Functional Process Improvement (CFPI) teams to streamline vital business processes using 6 Sigma Methodology.
* Designed and implemented different surveys for capturing the Voice of the Associates, Voice of the Customers and the Voice of the processes.
* Designed and launches multiple awards and recognition programs.
* Part of the team to launch "Role Model" program to develop the United Arab Emirates (UAE) Nationals.
September 1999 to April 2005 &
September 1989 to March 1997
W. L. Gore & Associates Inc., U.S.A - Global Manufacturing Corporation
Corporate Champion for "Operational Excellence" (CCO)
Responsibilities & Achievements:
➢ Directed and coordinated throughput issues in all business processes worldwide.
➢ Re-engineered the manufacturing floor layouts to reduce cycle time.
➢ Responsible for teaching, implementing and monitoring Gore Excellence Model (GEM) globally.
➢ Managed the increase of production yields through improvement in process and quality standards.
➢ Designed a flow in operations area to increase throughput, work-in-process and operating expenses.
➢ Responsible for designing, teaching, and implementing GEM Tools such as: 5S, Value Stream Management, Kaizen Event, Kanban, 8 Wastes, Continuous Flow, Visual Workplace to name the few, to achieve Operational Excellence.
➢ Worked closely with associates to eliminate ergonomics issues to reduce injuries and associate lost time.
➢ Successfully increase asset utilization by 30%, due to increase in efficiency.
➢ Successfully reduced worldwide inventory 50% by lowering work-in-process and stream line processes.
➢ Successfully Taught Theory of Constraint company wide to enhance awareness in the associates about "Value-added vs. Non-Value-added" applications.
April 1997 to September 1999
Citibank N.A, U.A.E - A Global Financial Institution
Resident Vice President - Business Process Engineering and Quality (Procedures & Policies)
Responsibilities & Achievements:
❖ Responsible for Process Auditing & Engineering, Measurement indicators, and Process Mapping.
❖ Analyzing and improving workflow from application, through work-in-process and all the way to delivery.
❖ Responsible for the setup and maintenance of Customer Experience Boards as a feedback loop to enhance quality of service and customer satisfaction.
❖ Taught and implement MOTOROLA 6 Sigma Quality Model.
❖ Successfully managed the launch of Cross Functional Process Improvement teams to perform process mapping, analyze data to reduce defects and cycle time by doing Cause & Effect analysis, Pareto's, and Action Plans.
❖ Successfully completed certification programs "Plan-Do-Check-Act" for continuous improvement.
❖ Successfully completed four projects with CFPI teams in 1998, which resulted in reducing defects by 60% and TAT by 50%.
❖ Achieved Dubai Quality Award based on Malcolm Baldrige Award criteria for Citibank 1998.
1989 Arizona State University, Tempe, AZ, USA. Master of Science & Technology in Industrial Engineering Management Dean's Honor List Thesis: Productivity Enhancement due to 'Change' the way we operate.
1986 Northern Arizona University, Flagstaff, AZ, USA. Bachelor of Science in Industrial Supervision Dean's Honor List