Senior Manager
TRANSGUARD GROUP LLC
مجموع سنوات الخبرة :21 years, 2 أشهر
Led end-to-end delivery of Business Critical Projects, including G4S takeover. Realized benefits from projects against approved Business Case/ROI. Designed fully-automated Cash Center under fixed cost contract. Managed internal and external audits. Led a team of 100 employees, achieving SLAs and departmental KPIs. Fostered lean culture and delivered critical projects for Business Unit Cash Services. Ensured regulatory compliance and incident management. Established and updated Command Center procedures.
Managed 24/7 Command Center and Call Center operations. Oversaw Cash Field Operations and Technical FLM/SLM Operations. Closed operational incidents and abnormalities. Ensured regulatory compliance, MIS reporting, and SLAs. Drove lean culture for operational excellence and service quality. Liaised and delivered IT system requirements and application support for Business Continuity Plan. Developed 5-year plan aligned with business goals and set KPIs.
Key Accomplishments:
•Played a vital role in the acquisition of G4S Cash Services UAE business and achieved savings of AED 15 million by implementing Lean Six Sigma methodologies in operational processes.
•Implemented automation of Cash Technical Field Operations through the utilization of ServiceNow product.
•Spearheaded the construction and establishment of a cutting-edge Cash Command Center equipped with the latest technology and systems.
•Implemented Lean Six Sigma in operational processes, resulting in cost savings of AED 10 million. continued… 2
Led IT project management programs, ensuring alignment with organizational stakeholders. Established project governance and change management plans, including roadmaps, milestones, and deliverables to achieve business goals. Improved consistency and efficiency in project delivery capabilities. Implemented change management methodologies for business buy-in. Provided leadership and coaching to project delivery and applications support teams. Established timelines and deadlines for IT projects. Controlled and reported project performance to Group IT Director and CIO. Conducted performance reviews with the leadership team. Developed frameworks linking project delivery to business benefits and implemented cost and risk controls. Deployed project governance model and change management process with stakeholder approvals. Managed IT applications support with a team of experts and senior developers. Key Accomplishments:
•Successfully established and oversaw the master services agreement (MSA) for application development and maintenance of 22 Petrofac enterprise applications.
•Implemented an effective cost control solution for a Petrofac business unit, resulting in optimized expenses and improved financial performance (Buy and Build project).
•Expertly managed second-level (L2) and third-level (L3) support for Petrofac enterprise Electronic Document Management System (EDMS) application, ensuring seamless operations and timely issue resolution.
Setup PMO, CAB/ECAB, and ensured efficient selection and execution of programs/projects from time, cost, and quality and resource management perspectives. Developed project governance and change management plans, including project roadmap, milestones, and deliverables, communication plan with key stakeholders, and process changes. Managed operational issues of the PMO, focusing on the project interface with project leaders, project teams, technology, and interface issues. Negotiated vendor agreements and SLAs on project services and procurement and implemented internal process improvement initiatives and provided progress reporting on programs/projects. Key Accomplishments:
•Successfully managed programs and projects valued at AED 32 million over a 3-year period through the PMO.
•Established global agreements with vendors for project services and procurement.
•Spearheaded the establishment of a services management function within the PMO, overseeing 25 business-facing services.
Assisted IT project manager in effectively managing project scope, schedule, and communication for on-time project delivery within quality standards. Compiled project status reports, coordinated schedules, meetings, and resolved technical issues. Coordinated project procurement and support services with stakeholders. Key accomplishments include: Key Accomplishments:
•Coordinated user support for online payment solutions utilizing bank's call center applications.
•Successfully coordinated the release of online payment solutions for merchants, Etisalat, du, and RTA.
•Managed the setup of 100 additional seats and Avaya proactive dialer at the bank's call center. Additional Relevant Experience
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