Maha Taher

Senior management role in Group HR in Qatar Airways Group which is the mother company for 9 subsidiaries under it including Qatar’s Hamad International Airport. Qatar Airways Group covers over 140 destinations worldwide with a base of around 40, 000 employees from diverse backgrounds covering over 100 nationalities.

SENIOR GROUP TALENT MANAGEMENT & LEARNING MANAGER
• Develop a 'Trainers Academy' to grow and up-skill approximately 550 Training/Learning Professionals in Qatar Airways Group and subsidiaries.
• Define a Talent Management strategy and processes
• Support the development plans, program design and evaluation for the organizations Nationalization/Qatarization initiatives
• Performance consulting across different parts of the business to identify performance gaps, improvement opportunities and initiate the relevant organizational development projects to create efficiencies and continuous improvement
• Manage competency mapping exercises and develop competency frameworks
• Manage initiatives that integrate innovation, technology and continuous learning (70.20.10) into Learning in line with the vision for creating a modern, progressive and innovative Learning Culture
• Support the design and implementation of a Performance Management Process/System/Training
• Manage numerous Leadership Development and Succession Planning projects
• Improve and implement the L&D Department’s end to end Quality Management System across subsidiaries & regions. Develop L&D quality and service standards and an end to end process to assess employees against those standards, develop individual and group coaching programs to improve staff quality/capability and measure and report performance against defined quality standards.
• Initiate, monitor and manage Talent department’s processes and continuous improvement projects while streamlining department processes and SOPs to ensure a seamless end to end Customer/Learner Experience and life cycle across touchpoints.
• Employee Onboarding end to end experience development
• HR Business Partners/Managers development
• Manage individual performance development and coaching plans for around 100 training professionals who serve approximately 40, 000 employees delivering leadership, commercial, technical, people and operational training across regions.
• Utilize in-house and outsourced technology to automate key talent department’s processes: TNAs, Feedback, Trainer Evaluations, Validation Surveys, Performance Reviews, etc.
• Design Talent Branding & Communication strategy, plan and activities to promote Employee Engagement and drive a Learning Culture across the group.
• Manage learning systems related projects (LMS, eLearning, etc.)
• Define a mechanism and tools to measure the impact/ROI and outcomes of L&D’s learning interventions on organization’s business units through defining Talent Metrics and Analytics.
• Support in driving and measuring Employee Engagement
• Design, manage and analyze stakeholder/customer satisfaction surveys and report findings and service improvement recommendations

Currently on unpaid maternity leave with Vodafone Egypt
Position:
Planning & Development Unit, Customer Operations Dept.- Vodafone Egypt:
1) Leading a team of Project Coordinators & Analysts in:
 Assigning and following up on project tasks/deliverables
 Ensuring smooth & accurate application of Project Management methodology and processes
 Team development and training to apply best practice project management approaches, documentation and reporting cycles

2) Initiating & managing medium to large-scale Customer Operations/CRM projects and product launches
 These project initiatives are mainly geared at serving & elevating all Customer Operations processes, systems and people resources and moreover applying Customer Relationship Management concepts and integrating them to all our business processes

 Responsibility covers handling the project in their below phases:
1. Project Initiation & Concept Approval
2. Investigation & Data Gathering Phase
3. Project Kick Off/Business Case Approval
4. Implementation Kick-Off (People/Systems & Processes)
5. Project Launch & Post-Implementation Audit

• Build & execute a continuous improvement framework and program of work that enables spotting and analyzing process gaps in every function of the business mainly looking at functions directly impacting customer experience and quality of service on the consumer & enterprise business levels (Retail/Customer Operations).
• Manage organization design initiatives and mobilize the suitable teams and governance to analyze and develop alternative solutions for identified business gaps, undergo impact assessments, operational readiness planning and all the way to execution and transfer of the performance/business improvement projects
• Develop processes & initiatives to measure, drive and manage customer experience and develop methods to enhance people process awareness and capabilities across all business functions in an efficient manner.
• Develop a company-wide culture, diversity and process awareness program.

Talent Development
Responsible for managing the L&D function for all Vodafone accounts (Vodafone Australia, Vodafone UK, Vodafone Qatar, Vodafone New Zealand and Germany). Managed approximately 50 trainer/training supervisors. In addition, responsible for the end to end L&D Cycle from training needs analysis, course design, delivery, evaluation and success/ROI measurement. This includes the delivery and maintenance of a rigorous Performance Management process and Individual Development Plans for the department. This also includes designing and managing Assessment & Development Centers. The development of operation’s leadership and middle management team capabilities also lied within my scope. My role also included heavy involvement in the development & delivery of a company-wide culture and diversity program.
Customer Experience & Quality Management
Managing contact center quality and ensuring customer experience is enhanced in order to elevate C-SAT and accordingly operation’s NPS scores, reducing repeat calls and improving First Contact Resolution (FCR). Developed plans to enhance customer experience during each step in our customer lifecycle. This role includes building a call monitoring framework from scratch, quality reporting, insight gathering & analysis, developing call flow improvement recommendations, calibrating optimal call quality against set standards and direct/indirect coaching of customer facing staff/supervisors.
Projects & Process Management
Responsible for applying continuous process improvement measures and techniques to analyze, define and bridge operational and delivery gaps via multiple and ongoing proactive and reactive development initiatives triggered by insight analysis, periodic reports, focus groups and regular governance meetings
Partially responsible for the deployment and launch of new projects/services on the account level through planning, execution, launch and post implementation review & measurement.
Knowledge Management & Employee Engagement
Responsible to create an end to end knowledge management process where a communication portal exists to disseminate information/updates that are up to date, validated and via a unified source.
Managed employee engagement through collaborative projects, an internal communication program, engagement measurement and recognition schemes.

Call Center Supervisor - Consumer Division, Customer Operations:

 Responsibilities Include:
1. Leading & supervising a team of 15 - 17 CSRs towards the objectives and strategies of the Customer Operations dept. and ultimately the overall organization’s objectives.
2. Developing my subordinate’s on the job & enriching their soft, personal and behavioral skills along with their delivered quality
3. Conducting periodical training sessions to refresh & enhance my team’s knowledge on all job-related fronts.
4. Participated in the interviewing/hiring process for CSR roles within the Customer Operations Dept.
5. Participated in multiple tasks & department projects/initiatives to re-engineer and enhance operational processes/policies within the department and launch new products & services.
6. Conducted regular quality observation/monitoring activities to elevate my subordinates’ delivered call quality

 Responsibilities Included:
1. Managed a team of 12 members who were ‘Interviewing Agents’ & ‘Career Analysts’.
2. Set a detailed ‘Interviewing Structure’ and numerous models to be followed for Phone Screening & Face-to Face interviews
3. Performed numerous testing scenarios to verify the efficiency of the company’s online recruitment website & database including participating in revision of website content.
4. Coordinated with the ‘Recruitment Division’ for placement decisions
5. Participated in numerous ‘Recruitment Fairs’ representing ‘Skill-link.com’

Telemarketing Supervisor- Marriott Vacation Club International \{Multinational Hotels & Resorts- Vacation Ownership in Spain\}

Responsibilities in brief:
1. Participated in leading, hiring & training a team of tele-marketers and set weekly/monthly targets.
2. Participated in organizing promotional campaigns in favor of our services.

 Responsibilities in brief:
1. Received all Charge back cases, responsible for their final resolution and generating daily reports for ATM transactions & charge back issuance.
2. Co-ordinate with VISA & MasterCard globally to close transaction & issues.