Workforce Planning and Volunteers Training & Development.
UCI Road World championships Doha 2016 – Doha Qatar
Total years of experience :13 years, 11 Months
•Planning and implementation of the training strategy for workforce and volunteers.
•Create and manage internal communication strategy.
•Preparation of all training materials and presentation.
•Creating Job specific training and venue specific training manuals.
•Workforce planning and integration.
•Supervision of the workforce headcount process and reporting to OC management and functional areas accordingly.
•Scheduling, roasting and allocation of all WKF for all venues.
•Managing the WKF database and the integration between HR, Volunteers, Security, and Accreditation data exchange.
•Managing and supporting WKF operations in Competition and non-competition venues.
•Managing retention and recognition programme for paid staff and volunteers.
•Defines and manages the Volunteers Recruitment and Allocation business processes (local and international volunteers)
•Specify WKF Management System requirements and coordinates the production and delivery of an effective system in cooperation with IT
•Organizes and conducts volunteer orientation sessions / group interviews
•Liaises with all Functional Areas requiring volunteers and ensures the mutual understanding regarding the skills and attributes needed for each volunteering role for training related issues.
•Ensures volunteers training is effectively conducted
•Creates various statistics and reports
• Plans and implements the Volunteers Centre set up and operations and ensures that the Centre is welcoming and reflects the values of the organisation
• Defines and manages the Volunteers Recruitment and Allocation business processes (local and international volunteers)
• Specifies Volunteers Management System requirements and coordinates the production and delivery of an effective system in cooperation with IT
• Plans and manages the Volunteers Call Centre activities
• Designs and issues all forms related to the job (application form, interview form, release letter, consent, allocation form, etc.)
• Trains team on the job as well as on the use of the Volunteer Management System and Call Centre and ensures that all systems are well maintained at all times
• Leads a team of assistants and volunteers to achieve organisational requirements
• Organizes the volunteers interviewing process and ensure that all required documentation is available (id copies, photos, etc.)
• Organizes and conducts volunteer orientation sessions / group interviews
• Liaises with all Functional Areas requiring volunteers and ensures the mutual understanding regarding the skills and attributes needed for each volunteering role
• Establishes and maintains relationships with third parties (organisations, universities, etc)
• Develops volunteer evaluation system
• Ensures volunteers allocation is effectively conducted
• Manages the volunteers Release Letters issuance and distribution
• Issues volunteers management guidelines and provide volunteer management assistance to FAs handling volunteers
• Ensures that excellent customer service is delivered and queries addressed through any means (website, telephone, email, social media, face to face) are resolved in a professional and timely manner
• Creates various statistics and reports
• Assists Community Outreach & Training team, to develop and deliver volunteer orientation and other training sessions
• Recruits volunteers for other Pre-Games events, if and as required
• Plans and implements the Volunteers Centre set up and operations and ensures that the Centre is welcoming and reflects the values of the organisation
• Defines and manages the Volunteers Recruitment and Allocation business processes (local and international volunteers)
• Specifies Volunteers Management System requirements and coordinates the production and delivery of an effective system in cooperation with IT
• Plans and manages the Volunteers Call Centre activities
• Designs and issues all forms related to the job (application form, interview form, release letter, consent, allocation form, etc.)
• Trains team on the job as well as on the use of the Volunteer Management System and Call Centre and ensures that all systems are well maintained at all times
• Leads a team of assistants and volunteers to achieve organisational requirements
• Organizes the volunteers interviewing process and ensure that all required documentation is available (id copies, photos, etc.)
• Organizes and conducts volunteer orientation sessions / group interviews
• Liaises with all Functional Areas requiring volunteers and ensures the mutual understanding regarding the skills and attributes needed for each volunteering role
• Establishes and maintains relationships with third parties (organisations, universities, etc)
• Develops volunteer evaluation system
• Ensures volunteers allocation is effectively conducted
• Manages the volunteers Release Letters issuance and distribution
• Issues volunteers management guidelines and provide volunteer management assistance to FAs handling volunteers
• Ensures that excellent customer service is delivered and queries addressed through any means (website, telephone, email, social media, face to face) are resolved in a professional and timely manner
• Creates various statistics and reports
• Assists Community Outreach & Training team, to develop and deliver volunteer orientation and other training sessions
• Recruits volunteers for other Pre-Games events, if and as required
As part of IPCATH Doha2015 Team, I had the chance to participate/ organize:
• GCC Para-Athletics, September 2015.
•Plans and implements the Volunteers Centre set up and operations and ensures that the Centre is welcoming and reflects the values of the organisation
•Defines and manages the Volunteers Recruitment and Allocation business processes (local and international volunteers)
•Specifies Volunteers Management System requirements and coordinates the production and delivery of an effective system in cooperation with IT
•Plans and manages the Volunteers Call Centre activities
•Designs and issues all forms related to the job (application form, interview form, release letter, consent, allocation form, etc.)
•Trains team on the job as well as on the use of the Volunteer Management System and Call Centre and ensures that all systems are well maintained at all times
•Leads a team of coordinators, assistants and volunteers to achieve organisational requirements
•Organizes the volunteers interviewing process and ensure that all required documentation is available (id copies, photos, etc.)
•Organizes and conducts volunteer orientation sessions / group interviews
•Liaises with all Functional Areas requiring volunteers and ensures the mutual understanding regarding the skills and attributes needed for each volunteering role
•Establishes and maintains relationships with third parties (organisations, universities, etc)
•Develops volunteer evaluation system
•Ensures volunteers allocation is effectively conducted
•Manages the volunteers Release Letters issuance and distribution
•Issues volunteers management guidelines and provide volunteer management assistance to FAs handling volunteers
•Ensures that excellent customer service is delivered and queries addressed through any means (website, telephone, email, social media, face to face) are resolved in a professional and timely manner
•Creates various statistics and reports
•Assists Community Outreach & Training team, to develop and deliver volunteer orientation and other training sessions
•Recruits volunteers for other Pre-Games events, if and as required.
The New Doha International Airport (HIA), with a budget of $27bn, is currently under construction and is set to propel the State of Qatar further into the international spotlight. The Staff Communication & Familiarization Training Program, organized by ORAT (Operational Readiness and Airport Transition), aims at training in total 11, 000 employees of the Qatar Airways as well as the Government Agencies, and IUME trainers play a significant role in both the delivery of the training and its overall management.
Included in this role:
• As a certified master trainer of the ORAT team responsible for the assessment and the certification of the Qatar Airways trainers
• Create and manage internal communication strategy.
• Engage with stakeholders to customise accordingly.
• Monitor effectiveness of communication.
• Develop methods of communication.
• Training Execution: classroom presentation, indoor site tour & outside site tour (total of 5 hours per session) for over 3, 000 trainees.
• Training Management: monitoring, supporting, contact person between Qatar Airways departments and IUME logistics (catering - transport)
• Debriefing sessions (Issues Faced and Lessons Learned)
• Ensuring proper preparation of Training areas and surrounding facilities
• Ensuring timely preparation of all Training logistics for the delivery of Training as per latest agreed timings with NDIA
• Conducting all FAM Training sessions to Arab speakers, especially regarding governmental sectors (MOI, State Security, Drug Control, Customs etc.)
• Special training tours for executives of the international airlines and airport business.
• Special training tours / educational modules for special events, such as the HIA Family Day with over 4500 attendees.
Acting Head of Training of the IU-ME team
• Project management for familiarization training planning and logistics (scheduling, transportation, catering, classroom)
• Organizing and coordinating special training tours / educational modules for special events
• Training governance, quality control and reporting
• Creation and update of standard operating plan, master plan, and evaluation reports
• Definition of standards, policies and procedures
• Debriefing sessions (issues faced and lessons learned)
• Ensuring proper preparation of training areas and surrounding facilities
• Ensuring timely preparation of all training logistics for the delivery of training as per latest agreed timings with HIA
• Support of the head of PMO in implementing the PMO standard project management processes, planning and execution
• Develop strategies and concepts for contingency scenarios
• Customize familiarization courses for HIA
• Customize familiarization presentations for HIA
• Support the development of the E-learning program for HIA
• Support for terminal operations, PRM and Trial procedures at HIA
Positions Held: pre-Games Time
• Overseeing all aspects of volunteer participation including recruitment, communication and scheduling.
• Monitoring, supporting, and motivating volunteers in the registration and recruitment process.
• In charge of managing volunteers and the relationship with those they came in contact with.
• Offering information and solve problems through face to face, telephone, and email contact.
• Maintain the database.
• Be a part of the team organizing profile-raising events to attract new volunteers.
Positions Held: Games Time:
Venue Workforce Manager:
o Support the delivery of Venue Specific Training & Job-Specific Training to Paid Staff and Volunteers.
o Perform Check-In / Check-Out: ensure that only individuals accredited as members of WKF and rostered in a shift on the specific day are checked in to fulfill an assigned functional/operational role at the venue.
o Provide Scheduling Support: assist with Workforce schedules changes and redeployment of resources.
o Coordinate Breaks & Distribute Meal Vouchers: coordinate the workforce break area, distribute the meal vouchers to rostered workforce members and ensure the supply of an adequate daily meal / beverage service to the Workforce.
o Organize and provide Retention & Recognition: ensure the proper care, recognition and retention of the Workforce ( paid and volunteers).
o Communicate Information and Incident Management: effectively communicate Workforce (Newsletter, whiteboards etc.) schedule changes, distribute all information relevant to the Workforce, ensure that all incidents involving Workforce members are tracked, and escalated for resolution where required.
•Translate the officail letters/documents, English-Arabic and vice versa.
•Liase the coordination between the company and the Government, in all
the issues related to visas, residence permits, driving licences .
•Writing agreements between PE&S and any othere entities.
•Monitoring all correspondence in / out of the company.
•Prepares progress reports.
•Establish Administration System proceedures, and ensures it’s implementation.
Pre Games Time
•Create the operation policies and procedures.
•Create the Concept of operations of the Protocol & Airport Services according to BABGOC standards .
•Creat the Programme Overviews and details.
•Create the Levels of Services Manuals.
•Create training syllabus and manuals for volunteers and paid staff.
•Responsible for the Operation Planning and Management Dept.
•Responsible for the Protocol Dept.
•Responsible for the Arrival & Departure Infromation Services Dept.
•Prepares progress reports.
•Manages volunteers and staff at competition and non competition venues.
•Find effective and immediate solutions for problems arising during the operations.
•Manages the coordination between all involved Function areas.
•Trains and manages the staff and gets them familiar with the concept of operations.
Games Time:
•Manage and Monitor all the operations related to :
•Airport Operations
•Arrival & departure Information system
•Protocol:
Venue Protocol
Hotel protocol
Airport Protocol
Flag & Anthem Protocol
Ceremony Protocol
•Member of BABGOC Operations Centre (BOC)
•Monitor and manage the implementation of the procedures according to the planning phase.
•Translate the officail letters/documents, English-Arabic and vice versa.
•Liase the coordination between the company and the Government, in all
the issues related to visas, residence permits, driving licences .
•Writing agreements between PE&S and any othere entities.
•Monitoring all correspondence in / out of the company.
•Prepares progress reports.
•Establish Administration System proceedures, and ensures it’s implementation.
In charge of the Venue Operations Centre (VOC).
Coordinates the daily VOP activities and sets priorities.
Responsible to find solutions for problems arising during the operations
Facilitates the coordination between FA's.
Controls and communicates the important issues to the Venue Manag.
Trains and manages the VOC, VCC and admin staff (P/V) and performs the assignments required.
Insure the implementation of the procedures according to the planning.
Updates the shift with the actual staff presence
Studies the A&D list of the day and brief all the staff.
Check the operations effectiveness in both terminals AGT & MTB
Coordinates the daily activities and sets priorities.
Facilitates the coordination between the operation planning and Management section and the support functional areas ( Games amd pregames time)
Assists the Head of Operations in the operations planning phase.
Ensures in time implementation according to the planning .
Prepares progress reports.
Updates and follows up the issues list.
Attends meetings and keep notes of all meetings and provides progress reports required by the director of the department.
Follows up on all issues of importance agreed at joint meetings.
Establish policies and proceedures relate to the Support services.
Manages volunteers at non competition venues.
Compiles training syllabus for volunteers and paid staff
Customer Service Representative
Teller
Welcome the First Class Passengers at the lounge.
Escort them into the lounge, and make sure they are comfortably seated .
Feed the system with their data and put the comments that they are at the lounge.
Handle all their needs such as making sure that their baggage is safely transferred to the craft if they are in bound connection.
Confirming their reservations for the return with the sales office.
Arranging wheel chairs if they needed that.
Taking care of the unaccompanied minors, the old passengers, and the passengers who have special needs, and calling them for their flights and escort them to the boarding gates
Marketing.
Public relations.
Office management for the company and theTraining Center
Bachelor of Arts & Education – English Dept –Aug.2000