Business Process & Compliance Deputy Manager
Edita Food Industries
Total des années d'expérience :13 years, 8 Mois
ľ Develop, drive and manage the annual Business Process Management plan.
ľ Lead the assigned staff in developing, standardizing, stabilizing and continuously improving the corporate cross-functional processes.
ľ Provides periodic reports of overall developed processes, process dashboards, identified and/or mitigated risks & gaps and accomplished improvement projects.
ľ Responsible for identifying, analyzing & eliminating process gaps, and designing future ongoing processes through formulating & implementing continuous improvement projects aligned with company-foreseen strategy & operating plans.
ľ Lead the assigned staff to review, modify or develop all corporate policies to comply with any changes in the external regulatory requirements and laws.
ľ Responsible for executing the appropriate compliance checks by inspecting the corporate policies to ensure the effectiveness of existing controls to mitigate any identified risks or violations.
- Develop, review and validate processes, procedures, guidelines, policies, and work instructions according to the process excellence standards as well as process documented through department’s interfaces including controls, metrics and targets.
- Create & drive the assigned cross-functional process improvement and simplification initiative plan, data gathering and analysis.
- Responsible for the Compliance of all company's contracts with all vendors to ensure that it is corresponding to the company's Policies.
- Process alignment to the most useful best practices, Frameworks, matrices and standards like SCOR, Six Sigma, ITIL, .....etc.
- Evaluates, Designs, Measures and Control Business Process (BPMN 2).
- Ensuring that Business Process outcomes are with Harmony with an Organization strategic goals (eTOM).
- Identify improvement opportunities and manage improvement requests from the business.
- Monitor, develop metrics and report business process performance against accepted standards and KPI’s (Lean and Six Sigma)
- Document & Develop MVNO Processes.
- Document & Develop HR Policies and Processes.
- Document & Develop Marketing Processes.
- Document & Develop TE Product's Processes.
- Ensure the presence of desired and accurate KPIs and SLAs for all entities within the Organization.
- Align all the processes with the best practice frames or standards like eTOM, ITIL, ISO 9001/2008 ... etc.
- Design process diagrams according to BPMN 2.0.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Provide superb technical system and user support by responding to calls, email, and personal requests for technical support.
- Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
- Document, track, and monitor problems to ensure a timely resolution.
- Help make users productive.
- Offer guidance and help users solve common ADSL problems.
- Monitor NOC alerts and, as necessary, coordinate further action.
I've graduated from Geophysics Department, Faculty of Science, Cairo University. I've learned Geology, Geophysics, Math, & Physics with its different branches.