Director of Operational Excellence
Dulsco
Total years of experience :17 years, 3 Months
Strategy and Planning;
Define, develop and deploy Dulsco Operational Excellence Transformation Model which is aimed at supporting corporate and divisional strategic improvement goals.
Articulate Dulsco's vision, establish and execute a multi-year strategy and roadmap to drive end-to-end process optimization and translating that strategy into tactical goals. Facilitate the communication and the change management activities to drive awareness and support the strategy.
Drive the creation and setting up of the operational excellence organization to ensure key projects are being moved forward and there is alignment and standardization of processes throughout the organization.
Leading the strategy & execution for management programs and systems that support the achievement of business improvement goals and objectives, promote alignment within functions and facilitates the associated execution plans.
Partner with Dulsco Leadership Team to determine key projects/initiatives that need to be rolled out and processes that need to be standardized to positively impact the organization KPIs.
Business Improvement
Deliver operational improvements through the strategic deployment of continuous improvement tools and techniques and the leadership of the execution of Operational Excellence projects and initiatives.
Create a lean and continuous improvement roadmap that includes a comprehensive analysis and prioritization of key opportunities within the organization.
Lead the journey of the Lean Six Sigma initiative through the enhancement of the company's long range strategic plan which will drive top tier performance. Establish and communicate the Company’s vision for utilizing lean principles and a continuous improvement culture to drive operational excellence.
Work with Dulsco leaders to implement standard tools & processes, share best practices, and benchmark world class companies in support of becoming the “best in class” operational excellence leader in our industry.
Leads cross-functional improvement teams and provide direction for Lean Transformation activities. Include and engage cross functional members at all levels of the organization during the execution of the initiatives that will drive sustainable results.
Develop, track, and communicate metrics to ensure improvement efforts and resource deployment are implemented effectively and in line with business goals, objectives, and strategy.
Train, Mentor, Coach and Facilitate the use of Lean Six Sigma tools and methodologies throughout the organization.
Project Management
Ensure the projects and programs within the organization portfolio add value to the business and contribute towards the strategic objectives and priorities.
Provide direct input into corporate strategic planning, development management processes, critical path issues/solutions, resource management, and project management from conception through initiation of project development.
Change Management
Deliver sustainable cultural and behavioral changes across the business to build an Operational Excellence, Lean and CI culture through coaching, mentoring and influencing employees and business leaders.
Act as a coach and change leader to instill a continuous improvement culture throughout the organization.
Develop and maintain strong stakeholder management within the organization and externally.
People Management
Manage the Operational Excellence team and ensure they oversee and manage the on-the-ground execution of projects and process standardization.
Ensure Operational Excellence team are clearly communicating strategy and best practices with Dulsco teams on the ground.
Defines & facilitates training programs for operational excellence tools and techniques and ensures on-going education of employees promoting a continuous learning environment.
Working with the senior executive team as well as business and corporate leaders to address the organization’s critical focus on enhancing the employee experience, operational discipline and company-wide areas of scalability and efficiency, performance improvement, and service enhancement. Creating and sustaining a compelling vision for the EX center and establishing buy-in and building consensus among the team and internal stakeholders around strategic and operational components of the vision. Collaborate to deliver effective governance across the employee experience portfolio of activities and across the organization as a key participant in critical planning and decision-making processes. Lead the employee experience team to create, build, and implement effective, efficient, and consistent operational processes, leveraging technology improvements and ensuring optimal utilization of all resources. Achieve a culture of innovation, continuous improvement and excellence in employee service across a diverse portfolio of activities and services, and a substantial and diverse workforce. Drive the implementation of feedback systems to drive employee service excellence.
Achievements
• Granted Taqdeer Award 2022 and Chamber of Commerce CSR Label 2022
• Develop and implement standard tools and processes to establish company-wide best practices to achieve industry “best in class” employee services excellence.
• Identify, plan for and develop strategies, services and activities to support current and future employee needs.
• Drive the development, implementation and continual review of robust policies, frameworks, and operational and service delivery plans to ensure the effective management of the portfolio of activities, compliance with relevant legislation, policy and guidelines, and effective risk management.
• Ensures that all controls, policies, activities, and the deployment of resources within the employee experience Centre are consistent with its mission.
• Developed and build in monitoring mechanism for employee experience metrics and organizational dashboards to support planning and decision making. Monitored the development of SLAs with all customer groups, both within and external.
• Trained over 250 employees on Lean Six Sigma concept, run 10 Kaizen events and 42 process improvement initiatives resulted in savings over $2m.
• Nurture talent, build and maintain capability and engage in succession planning of the employee experience staff with a clear focus on performing professionally, ethically and delivering excellent customer centric outcomes.
Spearhead management of policies, standards, and process across KRAs, KPIs, metrics, and dashboards. Collaborate with senior management to develop critical cost benefits analysis, project development, and optimized efficiency. Oversee the Project Management Office to drive operational excellence with strategic initiatives to increase productivity and maximize revenue, developed innovative methods to drive strategic outcomes while delivering financial objectives. Manage department and acquisition restructuring processes. Incorporate new HR function process enhancements and new service lines. Developed and executed Operational Excellence Transformation Model. Developed Lean Six Sigma solutions and executed initiatives to drive efficient operations. Maintained quality standards while delivering contract obligations. Provided guidance and support to key stakeholders with regards to the planning and implementation of change and organizational development initiatives. Mentored and trained cross-functional teams. Spearheaded hiring, training, coaching while facilitating company-wide team building programs.
Achievements
• Design plan and execute integration of new document management systems with current HR and finance systems.
• Spearhead strategy development while designing multi-year strategy and roadmap for process optimization with change management processes.
• Pioneer company-wide sustainable cultural changes to ensure operational excellence, employee centric and lean culture.
• Facilitate Lean Six Sigma training certifying over 100 candidates while continuing strategic mentoring to drive results-focused culture.
• Designed and rolled out Lean Six Sigma program as Change Leader for operations and transactional processes achieving over 10% savings in operational costs with projected 30% total year-to-year savings.
• Organized and managed 14 Kaizen events resulting in over AED $2M profit improvement savings.
• Develop and implement standard tools and processes to establish company-wide best practices to achieve industry “best in class” operational excellence.
• Trained and managed cross-function teams to streamline change management processes with focus on sustainable results.
Led cross-functional teams to re-engineer critical processes for HR, payroll, and operations. Streamlined HR program processes across all business units. Reviewed and optimized HR processes across the company. Maintained compliance with legal and audit standards while developing new operation processes and HR policies and procedures to mitigate business related risks. Oversaw HR and operations projects achieving business objectives within target timelines.
Constructed tools and metrics to support operational efficiency, ensured HR processes and systems are in line with the legal and audit standards, and frequently updated HR policies and procedures to mitigate business risks. Addressed customer pain points, ensured that HR and operations programs maximize performance and meet established targets. Built and maintained mutually beneficial relationships with opinion leaders to effectively plan business activities and led process engineering projects for HR, payroll and operations activities.
Collaborated with G4S leaders to facilitate Lean Six Sigma training and develop methods while providing critical guidance. Spearheaded culture of service excellence and developed actionable measures to optimize standards, behaviors, and strategies to foster sustainable improvement. Discovered and stimulated process improvement projects to facilitate quality improvement, cost reduction and better utilization of operational resources.
Led employee mobilization programs and identified key enhancement opportunities. Managed critical HR systems, employee life cycle processes, and employee performance evaluations. Developed and maintained tools to streamline HR operations team processes. Spearheaded employee HR inquiries within legal and company requirements. Served in critical primary contact role for employees and managers for HR issues. Developed business relationships with governmental organizations while maintaining compliance with necessary timeframes. Designed and executed new structured approach to talent management and succession planning to ensure long-term business continuity.
Enhanced profitability of the business by bringing in an annual saving of AED 150K by heading “HR Administration Functions Integration” project for 3 operational business units. Developed and maintained a working knowledge of TG strategies, operating plans and ensured the delivery of Human Resource initiatives to overcome business needs and challenges and increase business performance.
HR Support: Defined job positions for recruitment; managed the interview process; and performed staff induction for new team members; ensured compliance with legal, contractual or statutory procedures on personnel management such as recruiting, welfare benefits and work contract termination.
Employee Relations Management: Advised employees on HR matters in line with legal and company requirements; facilitated as the Primary contact for employees and managers to answer inquiries and provide general employee information including compensation, benefits, attendance, performance reviews/evaluations and terminations.
Recruitment & Training: Managed all internal & external advertisements, received applications, arranged interviews, prepared all new contracts & employment package and followed-up with interviewers on commencement formalities; arranged in-house and external training activities and provided assistance with special events planning.
Administrative Tasks: Achieved the smooth running of HR-related administrative tasks involving holiday management, sick leave, replacement jobs and wage payments; planned & designed the organization filing systems and ensured they are maintained and up to date and guaranteed protection and security of the system and the records.
Master of Business Administration in Human Resources Management
Graduation Grade: Merit Graduation Project: Employee Engagement (Grade: Distinction)
Bachelor of Commerce in english (major: Accounting )
Secondary School Certificate – 91%
