Senior Manager - HR & Corporate Administration
Air Charter International
مجموع سنوات الخبرة :12 years, 7 أشهر
•Transformation of existing H.R. from administration to H.R. business partnering.
•Developing the corporate culture to align with business objectives.
•Re-engineering processes with technology implementations.
•Driving change management with training workshops for line managers.
•Introduced employee feedback.
•Conceptualized employee communication pattern, calendar and platforms.
•Overseeing overall recruitments and onboarding.
•Driving administrative operations and managing SLA’s of 7 branches globally.
•Oversee organization efficiencies through core function of the business.
Strategic Human Resource Management
•Leading the business process through technology innovation, business process improvement and automation.
•Reform of organization structure to have unified reporting lines and enhance communication flow within the organization.
•Advising the CEO on expansion in the GCC and acquisitions within the region.
•Develop robust reporting structure for stake holders to analyze the business strength and weakness on a monthly and quarterly record.
•Transformation from recruitment to talent acquisition.
•Designed and implemented onboarding process.
•Overseeing the HR administration including all government regulations and labor law compliance.
•Crafting a company culture to build ambassadors of the brand.
•Leading competency mapping for new incumbents and existing personnel.
•Conducting gap analysis to ensure alignment of staffing with the right job profiles and compensation.
•Responsible for producing consultant’s career development map that balances growth opportunities aligned with business objectives.
•Producing KPI’s for department heads to ensure quarterly performance targets are met.
•Shaping workshops to coach staff and increase efficiency and motivation.
•Managing employee relations.
•Oversee HR budgets and implementation.
Administrative management
•Manage the day to day operations of the company - I.T, Office management & Call Center across the GCC region.
•Ensuring optimal usage of resources including personnel.
•Negotiation and partnering with company vendors.
•Maintain corporate insurance and risk cover.
•Manage legal compliance of the company.
•Develop and implement annual asset and facility plan.
Financial management
•Plan and approve department budgets.
•Manage reimbursement, credit policy and vendor payments.
Project Management
•Part of core team to develop architecture for CRM & HRM.
•Responsible for incorporating new CRM and HRM systems.
•Spearheading post acquisition integration project.
Human Resource Management
•Developed company HR guidelines and policies.
•Developed and implemented a sales force and technician team.
•Leading the annual recruitment plan in line with company sales plans.
•Recruitment of new staff on board and set up workforce management module.
•Conceptualized team workshops for staff development.
•Implementation of monthly performance measurement tools.
•Directing managers to create great leaders and identify talents.
•Managing overall HR administration services.
•Designed and implemented Rewards and Recognitions program for staff.
•Developed and implemented KPI measures for staff.
•Conducting employee exit interviews.
•Managing employee benefit program.
•Data management.
•Drafted training modules & materials for staff & technicians.
Operations Management
•Research and analyze industry potential for business set up.
•Organizing logistics & business set up. Including but not limited to, drafting MOU, Partner agreements, corporate account set up, legal & license requirements as per local government requirements.
•Business presentation for shareholders & budget forecasting.
•Drafted company collateral, marketing framework. & entire business process including lead cycle.
•Call center architecture, design of systems & software set up.
•Managing vendor relationship & third party contracts.
•Articulated web framework and launched marketing campaigns.
CRM
•Managing a team of customer care and sales representatives.
•Conduct performance appraisals, KPI and manage SLA’s.
•Introduced work force management structure to maximize productivity.
•Organizing trainings and workshops for team development.
•Conducted business research & reviews to understand business strengths, opportunities and future forecasting.
•Set up in house contact center.
•Conceptualized & prepared customer care policies and procedures for the company.
•Designed promotional programs including, but not limited to: reactivation, retention, leads and knowledge based marketing programs.
•Introduced Customer Loyalty scheme.
•Designed complete customer lead cycle, feedback designs and agency rating process.
•Directed efforts to develop customer experience at the point of sales.
Business Development
•Set up a telesales team for property listings.
•Enhanced up sale process.
•Generated business through introduction of new products lines in lead cycle.
•Identifying emerging markets internationally.
•Accountable for completing sales objectives and general quality of service.
•Designed investor & sales presentations.
•Successfully conducted sales & operation training for a number of Franchises Internationally & India.
•Identified and made recommendations for process improvements in the division.
•Overseeing the implementation of organizational policies and procedures.
•Interacting with customers and providing assistance at different passenger contact desks.
•Collating information on passenger comfort level, future requirements and research on core aspects to facilitate management decisions.
•Promoting customer loyalty packages and retention.
•Assisting passengers during check in and various boarding procedures.
•Respond to customer e-mail queries and complaints.
•Providing customer retention.
•Attending calls and answering to customer queries.
•Updating customers with regards to new products.
•Email correspondence.
•Providing retention.
•Prepared weekly sales reports for the Team leader.
•Responsible for the resolution of employee difficulties.
•Assisted with monthly sales drives and promotions.
•Assisting the team leader in leading the team towards providing high level of customer service across the virtual contact centre, ensuring the best practice operational techniques are used.