Senior Manager
Ey - United Arab Emirates
Total des années d'expérience :14 years, 4 Mois
• Managing the development of a unified digital platform for the transformation office through the cooperation with different government entities in UAE, and harnessing the latest technologies and digital solutions to provide seamless service experiences for customers.
• Managing the implementation of a GCC unified digital platform for providing all their services through one digital window.
• Defining the IT strategy and designing journeys enabling customers to have direct access to services and information without having to visit each and every government entity.
• Leading team to advance the digital transformation in UAE by providing all citizens, residents and visitors with high quality and efficient government services through safe and integrated digital platforms.
Managing the strategic initiatives of an emirate in UAE: Abu Dhabi Executive Office for eGovernment, eGovernance and Smart City
• Translated the strategy into the initiatives road-map and operating models
• Managed internal resources and external vendors to successfully deliver a stream of defined government projects
• Responsible for conducting workshops and presenting to all the relevant stakeholders the priority initiatives on weekly basis
• Closely monitored project performance, associated risks and prepared mitigation plans
Managing the establishment of different governmental entities in UAE: Abu Dhabi School of Government (Blackboard), Artificial Intelligence, Abu Dhabi Media Office, Modon Properties, Department of Finance, Department of Health, eGovernment, eGovernance, Smart City…
• Responsible for building out the entire organizational framework, manpower deployment and on-boarding
• Developed the processes, policies and procedures including the organization structure
• Created financial models to assess the entities’ budget for the first year of operations
• Supervised vendors’ delivery, quality and budget across all projects and programs
• Fostered positive relationships with our customers as their primary point of contact
Continuous Performance Improvement Lead / IT Transformation Program: Tableau Software
• Directed the definition of the new technology organization and operating model as part of a wider digital business strategy
• Aligned all supporting capabilities to the new concept, implemented the transformation within deadlines
• Interacted with end users, clients, vendors, contractors and consultants for the required implementation and effective data exchange
• Emphasized on the value of effective business intelligence capabilities, by providing decision makers with precise, relevant data in an easy-to-grasp format (interactive BI reports)
• Integrated lean and six sigma tools and principles to existing process-improvement framework
• Defined and measured key performance indicators for the complete continuous improvement phase
• Provided systematic methodology and guidance on how to identify, prioritize, invest in, and deliver successful business performance improvements to all IT applications used throughout the organization
• Facilitated the planning, execution, change management and sustaining of the transformation
• Helped evolve the corporate mindset to embed continuous performance improvement and teamwork in the day-to-day activities of all employees
Legal Knowledge Management System: Microsoft Dynamics® CRM 2016 and SharePoint Foundation 2016
• Created the implementation strategy and approach for the knowledge management systems
• Worked with stakeholders and legal to define the business requirements and goals
• Developed the detailed design specifications for the new product solution
• Defined the work plan, schedule, budget, and required personnel for the deployment
• Managed the solution implementation, daily activities, risk mitigation and quality adherence
• Mentored junior members of the team and contracted consultants and delegated work tasks
e-life Excellence Experience Transformation Program: Charter, KPI Set Up/Measurement
• Worked closely with CTO on eLife transformation projects with Etisalat by designing an
enhanced eLife service model, starting from the revision of the end-to-end (E2E) of customer journey
• Defined the customer experience strategy and aligned processes, organization and technical capabilities
• Developed project charter for all initiatives and assigned the roles and responsibilities of all stakeholders
• Led and coordinated 20+ resources of the client's IT, network and operations departments as well as third party vendors translating technology requirements from the client’s overall business strategy
• Identified hot issues affecting quality of service offered to customers on continuous basis,
prioritized them, defined short-term remedies and ensured prompt implementation across organization
• Oversaw the discovery, documentation, assessment and risk mitigation efforts of the transformation
• Improved customer promise on fulfillment (respect of the appointment, first time right, delivery time) and assurance (first call and remote resolution, overall resolution time)
• Increased rate of utilization of digital channels, across all stages: learn, buy, activate, support, self-care
Network Resources Management Project: Ericsson® Adaptive Inventory
• Defined the methodology to drive the execution of IT Transformation within Etisalat’s strategic initiative
• Designed an inventory system used for efficient planning, provisioning and trouble resolution allowing Etisalat to have full visibility of their network at all times
• Unified all inventories into one single repository allowing maximum utilization of all resources
• Proposed naming convention for all Etisalat assets to be applied and used going forward
• Analyzed and standardized processes and streamlined workflows to improve inventory management
• Facilitated communication and interfaced between the client and the execution team
Service Activation Project: Oracle® Communications ASAP
• Enhanced Etisalat mobile services’ activation efficiency through automating a new activation process
• Evaluated the As-Is mobile services and designed the To-Be state
• Reduced time for service activations from minutes to seconds and minimized errors occurrences and enabled flexible error processing
• Supported the project from kickoff till Go Live and during post production
• Guided the re-engineering of the client’s service delivery and service support capabilities, in alignment to industry best practices
• Followed up E2E on the implementation of a large number of applications on IVR services
• Developed an application that converts an SMS to an animated text (gif image)
• Launched a micropayment solution that enables payments to content owners for their online goods and services by crediting the buyer’s phone balance
• Set up and configured ‘PHPlist’ for email newsletters and marketing campaigns; application used in conjunction with bulk SMS as a value added service
• Programmed and tested various applications using OOP, Visual Studio, C++, HTML, C#, JavaScript, SQL
• Executed programming applications for TV and phone IVR services.
• Followed up E2E on the implementation of a large number of applications on IVR services.
• Handled updates for current and newly IVR services for different categories: Call & Win, Voting, Informational, Content Download, Consultancy, Mailboxes & Voice Community Services, and Conferences in cooperation with Apex OmniVox 3D.
National office supplies and stationery distributor:
• Handled Data entry (includes P.O.s, stock number consolidations, price/description updates, purchase order system), processed new items (checking for accurate descriptions, price, supplier and duplication) and generated purchase orders (checking item data, pricing, description, correct buyer).
• Created price update CD's for suppliers and loaded updates into pricing systems database once buyer negotiations were complete.
• Ran various computer reports as requested and requested computer job runs.
Leading and Managing in a Global Environment Operationalizing and Communicating Value Business Accounting & Finance Strategy and Competition: The Practice of the Contemporary Firm Simulation Project Live Business Project
Projects included: Computer Graphics (3D Universe Simulation) BattleShip Solitaire (PC Game) Maze Solving Robot Software Testing and Validation Networking and Protocols Expert Systems/Intelligent Systems Embedded Systems and Software Design
