جاد Cheikha

● Defined the digital transformation operating model and execution governance, establishing portfolio prioritization, executive reporting, and value realization oversight across initiatives
● Partnered with EVP/SVP stakeholders to define and cascade OKRs, translating strategy into a prioritized transformation portfolio with clear owners, delivery cadence, and benefits tracking
● Designed and executed digital transformation and automation programs across Medical Operations, KYC, Onboarding, and CX Support, delivering 20% TAT reduction, 15% CSAT increase, and +10 NPS
● Improved financial and operational performance by eliminating leakage and bottlenecks, improving KPI discipline & delivering a 12% reduction in operating cost alongside stronger revenue realization
● Established BPM governance via an Enterprise Process Ownership framework, mapping priority processes, assigning accountable owners, and embedding structured change control across the enterprise
● Led end-to-end implementation of a Reinsurance Management System (vendor selection through rollout), automating workflows while strengthening accuracy, controls, compliance, and governance
● Conducted an enterprise-wide technology stack assessment across 8 departments and delivered an integration/rationalization roadmap that closed capability gaps and improved regulatory alignment
● Embedded Lean and Agile ways of working by coaching leaders and squads, introducing practical Kaizen routines and operating standards that sustained adoption and improved execution

● Formulated and presented transformation strategies to C-Suite executives, achieving executive buy-in on digital roadmaps, readiness assessments, and value-driven initiatives that accelerated ROI
● Managed and mentored a cross-functional consulting team of 6, delivering strategic business process optimization and digital transformation initiatives aligned with organizational objectives
● Architected and deployed TOMs and BPM governance frameworks leveraging process re-engineering to drive faster TATs, enhancing scalability, and ensuring regulatory compliance
● Directed enterprise BPMS platform implementations, guiding solution design and integration to automate workflows, reduce cross-functional handoffs, and ensure sustainable transformation
● Integrated BPM initiatives with RPA and AI-driven automation, accelerating process cycle times and improving customer experience through digital innovation and intelligent process automation
● Led 100+ Lean workshops, applying value stream mapping to eliminate waste and variability, and standardizing As-Is/To-Be process maps to streamline operations across multiple sectors
● Served as a strategic advisor and transformation SME during product design and delivery phases, supporting RFP responses and participating in solution POC demos to ensure alignment and value realization

● Spearheaded an end-to-end medical transformation to improve the patient journey and reduce operational cost, delivering 6 workflows, 20 system integrations, and 2 BI solutions leveraging automation and emerging technologies
● Led BPM solution implementations from requirements and process mapping through UAT, deployment, and post go-live support, coordinating business and technology stakeholders while ensuring alignment with PMO governance
● Drove Agile adoption across cross-functional teams, establishing Scrum routines (planning, stand-ups, reviews) and improving delivery discipline, alignment, and risk management across parallel workstreams at enterprise scale
● Managed the product portfolio for three BPM solutions (CRM, HR, IT Helpdesk), shaping the roadmap and guiding enhancements to meet operational needs while supporting future scalability across multiple functions
● Developed business cases and process improvement roadmaps, defining clear success metrics and communicating progress and realized value through executive dashboards to senior stakeholders to secure buy-in and adoption
● Created sales material/content and supported bidding by producing technical and commercial responses for 30+ RFIs/RFPs, contributing to solution positioning and improving proposal quality and client engagement

● Conducted detailed process and system gap analysis, facilitating stakeholder workshops and requirements interviews to identify 7 key inefficiencies and translate findings into actionable improvement initiatives for senior management
● Delivered KPI reporting through Tableau and Power BI, implementing 20+ triggers, automated alerts, and controls for real-time operational performance monitoring, improving operational visibility and reducing manual follow-ups
● Supported BPM solution delivery by partnering with technical teams on workflow design, automation, testing, and deployment, producing project-ready documentation aligned with PMO standards and governance requirements
● Established practical issue-resolution routines across cross-functional teams, removing roadblocks, maintaining delivery timelines, and improving end-to-end coordination during implementation and rollout

Led project delivery across planning, design, development, testing, and deployment, ensuring quality and on-time execution for enterprise clients. Strengthened client relationships through post-sales support and tailored solutions, contributing to a 25% increase in sales.

Managed IT operations for mission-critical retail systems, overseeing infrastructure, application support, and business continuity. Partnered with cross-functional teams on process improvements that reduced downtime and strengthened service delivery.