Commercial Manager
British Council Egypt
Total des années d'expérience :15 years, 4 Mois
• Commercial planning and Business Delivery
o Designing and developping a strategic commercial and corporate processes to maximixing B2B income
o Implementing a range of standardized, operational procedures and systems within a given work plan to achieve business results through Strategically expanding, preserving or improving company procedures, standards or policies
o Undertaking contract completion analysis and lessons learned
o Using a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logistical support to enable the delivery of high quality services to a range of customers internal and external
o Creation of new corporate standardized procedures. Conducting training needs’ assessment. Designing training materials considering learning objectives. and continuous development of the training content
• Operations and Business Management
o Business planning in accordance with business targets considering the available resources in addition my contribution in expansion plans factoring all cost elements and return on investment
o Provides timely feedback on operational issues and events to senior mnagement, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems of teaching centre team
o Ensuring complete allignment between all stakholders, customer service, deployment, compliance and academic team in order to achieve targets of teaching centre
• Relationship & stakeholder management weather external and internal stakeholders including colleagues from country, region or global stakeholders
• Risk & compliance leading on effective risk management and protect business reputation. Ensuring that coordinating the creation, review and implementation of policies and procedures established by the teaching centre for all commercial activities which should be legal.
• Analysis & reporting
o Creating a detailed business analysis, outlining problems, opportunities and solutions for a business.
o Budgeting and forecasting
o Planning, monitoring and reporting
o Pricing
• Leadership & management
o Creating and implementing change management strategies of Commercial team and planning to maximize team adoption and usage and minimize resistance to meet the requirements of the dynamic environment of the businesses.
• Managed system migration and launching new system in addition to continuous monitoring and reporting for all transactions across all centres
• Launching and introducing of sales bundles for the first-time including system setup, managing financial transactions. Monitoring all system activities and reconciliations
• Managed designing trainings of customer service through conducting calibrations with different stakeholders. Identify training objectives. Determining training approach. Introducing monthly refreshment sessions
• Delivering the trainings and setting proper actions plans on country level and evaluating the whole process to adapt the continuous changes
• Planning and communicating monthly staff schedule considering operations different levels of demand and workloads
• Formulate strategic and operational objectives and improve operational management systems, processes, and best practices.
• Created newly call centre reporting systems and forecasting mechanisms
• Launching the first regional account including communications and stakeholders’ management
• Managing communications with regional stakeholders including providing regular report and operational feedbacks
• Worked on both Technical Support and Diamond queue
• working as a duty supervisor during over night shifts for over 200 agents on different four queues
• providing performance and KPIs reports for all call centre team members
• Providing continuous performance and monitoring and quality assurance for all team members
• contribution in delivering training sessions including designing trainings and evaluation
• contribution in UATs (User Acceptance Tastings) before launching new promotions and services
• Vendor Management of the outsourcing agency of Etisalat Misr during the overnight period
• Handling customers' enquiries, requests and complaints
• providing support to newly joined team members in terms of knowledge, trainings and performance monitoring in addition to continuous quality assurance