Global Head of Business Operations
SITA (Air Transport Communications and IT Solutions)
Total years of experience :25 years, 5 Months
Provided leadership as Global Head of Business Operations for Commercial Solution Lines with the mission to increase commercial effectiveness and enhance customer experience by streamlining and simplifying Tools, Processes and Resources.
KEY CONTRIBUTIONS:
• Delivered Business Commercial Process that allowed operational excellence and customer experience enhancement by 30%.
• Initiated Performance Management, including objective setting, performance reviews and career streams & development across business community of 150 resources.
• Streamlined use of best practices across Solution Lines.
• Fostered agile operational excellence and continuous improvement & simplification to processes and policies company-wide.
• Researched, evaluated, and implemented new technologies, including CRM, CLM, E-Signature and ERM.
Provided exceptional customer service with resolving customer care calls and emails. Tracked incidents, monitored trends, determined customer pain points and managed territory P&L.
KEY CONTRIBUTIONS:
• Cultivated relationships with customers in Balkan Territory. Customer satisfaction increased by 3 points.
• Managed Territory P&L and achieved agreed revenue, Up-Sell & Cross-Sell and profitability targets. Year-On Year margin increased by 6%.
• Owned service incidents, root cause analysis and resolutions, including customer escalations.
• Provided expertise for the preparation, negotiation and management of all commercial commitments from initiation to contract end.
• Managed a remote team of 42 resources and ensured successful customer outcomes throughout support services.
Responsible for Performance management of AME, EMEA, APAC Customer Service regions, including 3 support units and 3 outsourcing projects. Led development, implementation and support of financial system for customer service.
KEY CONTRIBUTIONS:
• Prepared and managed Regional Operations yearly Budget of $220M and forecast.
• Recommended & executed customer service operations cost optimization initiatives. Achieved cumulated cost optimization of $45M.
• Managed and improved efficiency of customer service operations global pricing, team of 9 resources that drives End-to-End commercial change orders and organic growth.
Reporting to VP MEIA Customer Service, managed multiple projects in the region with budget up to $40M.
KEY CONTRIBUTIONS:
• Provided, on time and quality, commercial input and support to relevant customer service operations opportunities and conducted contract negotiations.
• Managed a team of 3 resources accountable for preparation of Territory specific customer contracts & Business cases
• Identified and managed commercial risks throughout bid and project phase and ensured successful end-to-end customer support services
Served as Director of Finance & Operations for this family business in Ophthalmologic services. Sets targets for and supervises all accounting and financial personnel. Provided general office management and supervised customer support and delivery satisfaction.
KEY CONTRIBUTIONS:
• Implemented a Stock turnover Strategy, which reduced “white shelves” from 15 days to 7 days and increased customer satisfaction
• Reduced Aging Balance from 379 days to 185 days
• Drafted and reviewed financial statement compilations before being approved by partners.
Started working with Medicals International in Beirut as Accounting Manager and in October 2001 I was asked to move to Dubai to take direction of Dubai office.
KEY CONTRIBUTIONS:
•Implemented a new financial system in Beirut, Cairo & Dubai offices.
•Supervised fiscal year closing in Beirut & Cairo branches including coordination with external auditors.
•Created internal accounting process that was followed in Dubai & Cairo offices.
I have master in business management that I obtained back in 1998 fromLebanese University with a "Very Good" mention