Operating Partner
Netcom Global Partners
Total years of experience :26 years, 7 Months
Telecoms industry Program/Project management engagements for global telecommunications consultancy.
Senior PM in the CPIM Department . Managing all large-scale (>1, 500 MD’s) and complex IT Projects across the Company.
Defining master project plans, follow- up on critical projects issues, preparing required regular status reports and presentations to top (ExCO) management.
On weekly basis for all Critical Projects: Prepare and execute SteerCo’s, present Critical Project Status and Capex/Opex requests for ExCo.
Responsible for managing all the various project teams and multiple Vendors and drive cross functional Deliverables.
Project Governance, Project planning and managing all details of the overall IT Programs including Financial Management.
-Managing a LGI T+I Top 30 multimillion EUR Pan-European IT project within the Customer Experience domain (CEX).
- Customer Troubleshooting Application, roll-outs (JIT, UAT, Go-Lives) with 2-3 releases per year across 7+ countries.
- Managing the vendor, delivery teams and all other internal LGI project stakeholders, Roadmap and Overall Planning.
- Responsible for Budget requests and Financial Control, risk management and progress reports to senior management.
- Hired by the China HQ to implement the PMO function and associated processes.
- Responsible to set-up and operate a world-class PMO function and governance for a 5 year Telco Business transformation program (50 MEUR+).
- Supporting all PMO related processes jointly with Customers multiple PMO Managers.
- Responsible for ZTE MS SharePoint implementation, Management reporting, RAID logs, Project Cost Management.
- Chief Architect of producing the Customer -Vendor contract, set-up governance and project managing the completion interacting with ZTE and Customer stakeholders and Customers various PMO staff and SME’s. Contract signed-off on time.
- Member of the ZTE Program leadership team and reporting to the Program Director.
- Program Director for a MEUR 10+ Key Business transformation based on a Convergent Billing System implementation.
- Established and lead the PMO to an advanced state, managed the high Project Assurance requirements from Orange Group, put the program status in order to get green light from Orange Group Investment committee.
- Finalized the contract negotiations with vendor, and managed Stakeholder Management within the Orange Group.
- Reported to the Orange Moldova CEO and Orange Europe CIO. The Program had a very high visibility on Group level.
- Appointed to manage a multimillion dollar Convergent Billing Project for the largest mobile operator in Afghanistan.
- Set-up project management governance with the vendors (Ericsson and Tecnotree) and MTNA Management in order to get the project back on track (reporting, stakeholder management, risk management, project meetings).
- Managed the local Billing Department to finalize all requirements, HW specifications and required project documents.
- Reporting to the CIO.
- Total Project Manager for a key project for Ericsson in the RMEA region. Overall responsibility for managing a MBC (Mobile Broadband Charging) project comprising 3rd party system integration of 12 3PP’s) in a multi-vendor customer network environment for an E2E 3GPP standard based OCS swap-out based on Ericsson Charging System 5.1 for one of the major mobile operators in Egypt.
- Managing a team of 35 project staff including consultants, subcontractors and Ericsson support organizations
worldwide.
- Driving the technical solution Design phase under extreme time pressure. Integration and Data Migration.
- Due to the nature of the project, Stakeholder management and frequent reporting/Steering Committee Meetings (up to
CXO level) to satisfy both Ericsson and Customer critical to the success of the project.
* Project Director for Software Company Division covering 14 countries in the West Africa Region.
* Project Manager for MTN Nigeria IPCC (Call Centre Solution) project and Etisalat IN&VAS Project
* Project Director for Etisalat Nigeria overseeing all software project deliveries and opportunities.
* Project Manager for Huawei’s first overseas BI System implementation (Vodafone Ghana).
* Supporting West Africa with PMO, Pre-Sales and recruitment.
* Overseeing critical/major new and existing software projects across the West Africa Region.
* EOT Director for Etisalat Nigeria.
* Working as Senior Project Manager for a large-scale Billing (Geneva) and CRM (Siebel) project for the Customer, STC (Saudi Telecommunications Company), the biggest GSM Operator in the Middle East.
* Member of the Senior Project Management Team, interacting with the System Integrator and subcontractors in all project management areas.
* Deployment Manager covering Deployment. Testing, Training, IS, Change Management and Operations for 10K end-users kingdom wide.
Brought back to Afghanistan and the company to stream-line the Customer Care Division and save costs. Managed the entire Customer Care Division nationwide (6 Department/300+ staff) with only local staff.
* Heavily involved in the Billing System upgrade, Fraud Management, commercial and other projects.
* Driving several projects in the Customer Management, Subscriber Management and Technical/Commercial domain, reporting directly to the Senior Directors at the US HQ.
* In charge of recruitment, policies, Customer Satisfaction, Systems and all Customer Interaction for all Customer Segments.
* Reporting to the CEO and member of the Senior Management Team.
Headhunted to work for AWCC, the first and biggest GSM Operator in Afghanistan to head 10 departments and 200+ staff nationwide. Taking over a complex and non-productive organization to improve the entire Customer Operations function in a short time frame. Significant results in terms of streamlined processes, staff turnover, customer satisfaction and contribution to Sales growth. Reporting to the CEO and member of the Senior Management Team.
* Accountable for Customer Services (nationwide centres in all major cities), Customer Care (24X7 Call Centre), Subscriber Management, Revenue Assurance, SIM&Scratch Card Management, Billing, Interconnect, International Roaming and Fraud Investigation.
* Responsible for business process reengineering and implementation of new processes&support systems for billing (Pre- Paid/Post-paid), SIM/Scratch-Card Management. Subscriber Management, Revenue Assurance, Call Center, International Roaming launch, new CC&B System implementation.
* Responsible to recruit and manage an organization of 200+ local staff, expatriates and Consultants.
* Significant achievements reached after only 6 months in country and getting control of the existing organization; Launch of International Roaming, recruitment of senior staff, KPI Reporting implementation and Vendor Relationship Management.
* One of the key senior management members to support a rapid subscriber growth from 50KSUBs=> 250KSubs in 12 months only.
Headhunted to work for Orascom Telecom, the largest and most diversified GSM Network Operator in the Middle East, Africa and Pakistan, in charge of establishing the Customer Operations function for a new GSM Operator in Baghdad (Central Region in Iraq). Headcount projected to reach 200 staff within 3 months of operation. Reporting to the CEO and member of the Senior Management Team.
* In charge recruitment and implementation of the following functions of the business; Customer Care (Call Center),
*Activations, Back Office, Customer Loyalty, Customer Relations, Training, Revenue Assurance, Business Processes and Billing Operations.
* Managed all recruitment, vendor relations and management reporting (internally and externally to HQ in Cairo) for the Customer Operations function working on a 12X7 basis in a high-risk environment in order to launch the Iraqna GSM network in a minimum time period (2-3 months from arriving to Iraq).
Managed a MUSD 10 turnkey telecommunication project in Iran for the Iran PTT, consisting of building two Network
Operations Centers (NMC, Billing and Customer Care) for a nationwide ISP.
* Managed a team of 30 staff including Technical Project Management Group, Implementation and Delivery Group and 3rd parties' implementation teams.
Project managed and operated a pilot customer management organization including management of subprojects for billing systems (Progressor), CRM (Clarify), Business Process Development (in ARIS/TOM/e-TOM) and Call Center (MD110 and Solidus E-Care) as well as in charge of recruiting the Customer Operations organization.
* Managed the Customer Operations Department for one year under a BOT agreement for an UK based Datacom Operator with 30+ staff and consultants building an organization to support the launch of 16 Datacom services within 24 months on the Polish Datacom market.
* Senior Project Manager Managed Services, Ericsson DIV Global Services, EMEA Region, Warsaw, Poland (Sep 2000-Jan 2001).
* Heading a Project for a one year 5 MUSD BOT contract to set-up and operate a world class Customer Management Division for a new Datacom Operator in Poland. Minimal supervision and support from the Ericsson organization as this was a pilot project for Ericsson worldwide.
Headhunted to Nippon Ericsson to manage H/W and S/W Projects in the Kansai Region for the J-Phone Kansai Group, JPG, Japan's 3rd largest cellular operator, including budget preparations, project planning and quality control.
The Projects were typically in the MUSD 5-10 and 20+ staff range.
* Initiated and managed a number of initiatives and business process improvements at the local Ericsson PMO.
Managed the customer operations function in a matrix organization for 7 Mobile Operators (all Joint Ventures) across the Asia-Pacific and Africa, liaising with the Country Managers on performance, regional projects and cost savings.
* Headed business Process Reengineering (BPR) projects, best practices projects and in charge of the implementation of a performance reporting system (KPI's) and processes across the region.
* As a member of the Singapore Senior Management Team, charge of the monthly performance reporting, feedback and continuous improvements together with regional Operations Managers and Country Managers/CEO's, reporting directly to the worldwide COO.
*Division Head for the Customer Operations function at a cellular (AMPS technology) Operator in Pakistan, encompassing customer services, billing, credit control&collections, subscriber management, Fraud Control and related sub-departments (call center, churn management, repair&maintenance etc.) and managing over 100 staff nationwide.
* Managed a Customer Operations Division with 5 direct reports and 100+ staff spread-out over three regions and 8 Branches in Pakistan, bringing the company to the "best of breed" operation in the Asia-Pacific region within 6 months after taking on the job.
* Built and managed the first centralized call centre with both outbound and inbound IVR support in all industry categories in Pakistan. Significant cost-savings, bad debt reduction and customer satisfaction achieved in six months only.
*In my first professional job, from scratch organizing and setting up the budget and visions for the Swedish/Vietnamese Joint Venture's Customer Operations function for the next ten years after getting control of the existing Vietnamese business partners organization, business systems, processes and hidden agendas.
* In charge of setting-up and operating world-class customer operations Division together with the Vietnamese JV partner for the first foreign invested cellular operator in Vietnam.
* Leading a nationwide Billing&Customer Care System (BSCS) implementation project (Customer Project Director) throughout the project lifecycle, from requirement definitions, vendor selection through implementation, Data Migration, acceptance testing and start-up operation for a telecom operator in Vietnam. Interfacing with all departments of the Joint Venture, the system vendor's Project Manager+implementation team and the corporate internal resources at the HQ in Luxembourg.
* Leading a number of projects covering Interconnect Agreements, International Roaming, Fraud Management, handset repair shops, tariffs and customer services (Call Center, policies&procedures etc.).
* Managing indirectly 100+Vietnamese (and foreign) staff in a complex Joint Venture organizational set-up with documented achievements as one of the first expats in the start-up team prior to the cellular license was granted.
220 credits (normal. requirements. is 180 in 4,5 years ) in 4 4 years. Masters thesis conducted in Vietnam.