PMO / Metrics & Efficiency Lead
MetLife
Total years of experience :21 years, 6 Months
Assigned responsibilities / tasks can be divided to and explained as:
First: Metrics and Efficiency Lead & Acting as COO:
1. Gathering of metrics related to the performance of the seven operation departments
• These seven operation departments are as follows:
- Corporate Solution
- Underwriting
- Policy Owner Services
- Claims & Medical Network
- Administration
- Agency Services
- Conservation & Collection
• Metrics types collected:
- Weekly / Monthly / Quarterly / Annually and Departments Dashboards
- First Line Of Defense Risk Metrics (FLOD)
- Transactional Testing (Audit / Risk)
- Process Risk certification
2. Data Analysis
• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Identify, analyze, and interpret trends or patterns in complex data sets
• Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems
• Work with management to prioritize business and information needs
• Locate and define new process improvement opportunities
3. Verification and validation phase ( with concerned head of departments)
• Verification is done through getting back to the previous months / quarters and comparing them to the most recent outputs
• Validation is done by comparing the actual data with the previously set targets.
4. Explaining and cascading the output to the MEA region effectively.
• Preparing presentations for the outputs and conducting them through either one to one meetings with MEA management or attending any meetings required to present the explanations clearly.
5. Member of Innovation team, preparing and gathering all digital initiatives and present it to higher management.
6. Simplification Task force team Leader, preparation of all simplification initiatives that would enhance the work flows and procedures.
Second: Project Management (PMO):
Responsibilities included but not limited to:
• Creates project management structure and develops project plans, overall action items and specific deliverables
• Monitors accountabilities and due dates.
• Coordinates project execution, tracks and reports on progress to project team stakeholders and management.
• Gathers project requirements and documents
• Leads efforts to document operational business case scenarios, process flow documentation, functional requirements and projects deliverables.
• Desires to implement innovative procedures to support immediate business needs.
• Ensures solutions are developed in a scalable manner and identifies opportunities to increase efficiencies and accuracy of information.
• Manages multiple resources including IT developers, business analysts etc.
• Collaborates with IT development in the design, testing and deployment of build-outs to company systems
• Controls interaction and requirements between all operations, compliance, accounting, risk, information technology and management regarding automation development and improvement.
• Completes ad hoc projects and duties or responsibilities a needed in operations.
Projects accomplished since hiring:
• Claims Call Center restructure project
• Payment Card Information Data Security Standards (PCI - DSS)
• BI-Tool & iPAC
• Close File Review (CFR)
• Claims Backlog Clearance
• CEED (Claims Model Office)
1. Strategic planning:
Developing strategies, and plans for programmes delivery.
2. Project Implementation & Evaluation:
Planning, monitoring & evaluation the delivery of Large Scale Projects (LSPs) and agreed International Relations Projects (IRPs) through working with the regional and global stakeholders, partners and customers.
• Planning, implementation and quality control of an agreed set of programs activities at different stages.
• Procuring and managing internal and external resources.
• Working with business partners to ensure income targets are achieved.
• Scope management (defining the scope of work based on the business case and the requirements previously collected, building the Work Breakdown Structure (WBS) of the project(s) and the WBS dictionary)
• Cost management (budget estimation and forecasting through value analysis, budget determination and control)
• Programs risk management.
• Identifying and implementing improvements to programs delivery, sharing any successes and learning points with other colleagues and teams.
• Monitoring and evaluation management.
• Consultancy for other project teams in advising on aspects of quality in the programs delivery.
3. Communication and Relationship Management:
• Developing effective networks, strengthening and exploiting market opportunities in order to advance the programs strategy.
• Maintaining relationships with internal and external stakeholders of the programs, to enable effective programs delivery.
• Structuring up-to-date set of relationships in accordance with Client Relation Management standards.
• Monitoring quality and impact of relationship in accordance with the country monitoring and evaluation schedule.
4. Team Working and Team Development:
• Participating in the corporate Performance Management and Professional Development system (PMPD).
• Providing cover and support for project colleagues as requested by programs management team.
• Line managing a team structured of 1 H project officer and externally 7 project coordinators. Project managing a team of more than 100 persons consisting of both internal and external resources.
5. Financial Planning and Monitoring:
• Planning and managing projects financial plans for agreed program activity ensuring appropriate budget monitoring.
6. Team-working and knowledge-sharing:
• Planning the development of projects teams with effective task to person alignment.
• Monitoring knowledge-sharing between the teams and with regional colleagues, and stakeholders.
7. Resources management:
• Performing resources planning and allocation.
• Resources balancing and monitoring.
• Defining roles and responsibilities for direct reports ensuring all the directly managed resources understand their roles and responsibilities.
• Setting Key Performance Indicators (KPIs) for performance measurement.
• Providing career counselling and development in conjunction with Human Resources.
• Promoting a productive work environment.
• Executing the company’s policies and procedures.
Achievements:
• Refining and amending strategic plans and methodologies of projects to meet its predefined goals
• Tackling customer requirements and emphasis satisfying them
• Strengthening the bonds with the already existing customers
• Participation in defining and implementing new management systems internally
• Managing the Team ethical relationships for healthy work environment
BUPA Egypt Health Insurance (Medmark) Cairo, Egypt September 2004 - October 2011
Account Manager
My role extended but was not limited to:
• Generating new business opportunities for the client according to the operations’ performance.
• Acted as the Single Point of Contact (SPOC) for the managed accounts.
• Creating and modifying the Service Level Agreements (SLAs) for the accounts.
• Monitoring, tracking and reporting the daily performance for both the client and the company.
• Designing and launching the communication plans, the reporting and documentation mechanisms.
• Workflow structure for the accounts.
• Setting Key Performance Indicators for the operations team.
• Risk management for the accounts providing risk responses.
Achievements:
• Managed to monitor and control 253 business portfolios including sensitive diplomatic institutions
• Managed 506 personal portfolio accounts as a Single Point of Contact
Other relevant Experiences
• Vodafone customer services representative (Vodafone contact centre), 2000 / 2002.
• ACE International Life Insurance Organization 2002 / 2004.
GPA 3.2 Faculty of Commerce ( English Section) Major Accounting Minor Business Certified PMP