Managing Partner
Transparency Group
Total des années d'expérience :26 years, 2 Mois
Define and collaborate with the team to develop long term strategic vision.
Support entrepreneurs and business owners setup their own business within the UAE by providing them with the necessary legal support and facilitate companies formation.
Support company ambition in acquiring new businesses
Identify new opportunities
Indian Sub-Continent, Middle East and Africa
Provide strategic direction to Global Trade and Brokerage operations in all geographies to ensure business plan goals are achieved.
Participate in business unite and corporate meetings to convey product issues and challenges and gain support resolving them.
Addresses service and production problems to maximize product profitability.
Evaluates the impact of industry events and internal process changes on the Global Trade and Brokerage service structure to ensure continued profitability.
Plans and direct cross-functional project activities to ensure collaborative and constructive working relationships across the product.
Identifies, measures and monitors customer or business needs in order to create solutions, make decisions and take appropriate actions.
Handled due diligence process for Secretarial & Business Services acquisition.
Evaluates the company working framework and developed the matrix and business plan.
Plans and direct business development and customer experience to ensure collaborative and constructive working relationships across.
Identifies, measures and monitors customer or business needs in order to create solutions, make decisions and take appropriate actions.
Led TNT Express country business, exceeding annual growth and profit targets in alignment with divisional and regional strategies, policies and processes. Took full P&L and budgetary responsibility across all functions.
Guided strategic implementation and business plan management, including developing recruitment strategies to attract high calibre candidates into the organisation.
Succeeded in nurturing and developing profitable relationships with influential clients, meeting and maintaining country sales targets.
Managed and improved on operational performance targets, significantly growing country revenue year on year.
HUB & Gateways
Consolidated operational capabilities and strategy, taking full responsibility for recruitment and training of second line managers.
Developed an innovative cost management strategy whilst ensuring that operational service standards were continuously met.
Undertook lead role in managing company investment in infrastructure and new value added services, developing the national and international connectivity and transportation module. Key player in organisational restructuring and change management.
Monitored the conduct and working practices of the staff to ensure compliance with company legislation and occupational health and safety policies.
Introduced corrective actions in order to ensure that outbound and inbound service quality met customer requirements and group standards.
Promoted to this role to develop local operational projects and re-engineer operational activities, making significant improvements to efficiency and costs.
Responsible for staff training, developing appropriate programs and ensuring their successful delivery to reflect company policies and procedures.
Built, developed and maintained relationship with regulatory bodies.
Re-engineered the pickups and deliveries rounds within United Arab Emirates, whilst reviewing and restructuring rounds handled by sub contractors.
Led the centralization of customer service into one call centre in each country, ensuring best practice was maintained across all four locations.
Managed the day to day service centres activities and developed and maintained the call centre service key performance indicators.
Maintained quality control, customer experience and satisfaction results.
Identified new ways to improve customer service offering and improve the link between call centres & other functional areas.
Developed call centre covering plans and linked them to business continuity plan.
Initially employed as Customer Service Supervisor to manage the day to day activity of the call centre, and quickly promoted in January 2003 to the role of Customer Service Manager to develop the United Arab Emirates call centre, improve service offering and manage the centralisation project for UAE.
Restructured the customer service teams, whilst reviewing, developing and implementing the support team activity.
Managed the system re-engineering project for UAE. Launched and maintained standard operational procedures.
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EDUCATIONAL QUALIFICATIONS