Regional Business Excellence Manager
fetchr
Total des années d'expérience :14 years, 10 Mois
- Heading a team of professionals across UAE, KSA, and Egypt tasked to improve customer experience, profit margins, and operational metrics thus making the business Scalable and Sustainable across all our markets (UAE, KSA, Egypt, Jordan, Bahrain, Oman) in the Middle East
- Heading a global operation Audit team tasked to monitor the process and make sure we are fulfilling the client instructions, improve the operation performance, and looking after the customer satisfaction, across all our markets
- Develop new strategic capabilities and tools to assist the executive team with key strategic decisions
- Create and implement on-going strategic programs to leverage existing knowledge and expertise in the company
- Provide strategic and analytical support on special projects and ad-hoc analyses at the request of the executive team
- To monitor and take corrective actions around budget, scheduling, risk, scope, and quality of projects/programs
- Proposing a sustainable solution and building logic based on the resolution
- Established a robust fulfillment warehouse & processes controlling more than 200000 SKUs
- Established and manage 2 warehouses, 6 hubs in the country
- Responsible to lead and manage 130 staff, 13 departments in the country
- Oversees the order tracking process and ensures orders are processed in accordance with the organization’s client’s standards
- Ensures adequate inventory levels are maintained to maximize customer satisfaction and minimize cost and facility layout
- Managing quality assurance programmers
- Improve operational efficiencies to increase the ability to process customer orders using both technologies and physical improvements.
Played a key role in ensuring that the customer care is being well performed, delivered to customer and team, solving client’s problems, and finding a creative and satisfying solution
Leading part of Zain Jordan Contact Center Operations, and Customer Care with a strong focus on operational excellence and customer satisfaction and experience.