Business Process Management Supervisor
Nahdet Misr For Publishing & Advertising
Total years of experience :13 years, 11 Months
-Lead process improvement initiatives
-Manage the efforts to identify, revise and improve existing processes
-Develop the appropriate process key performance indicators
-Measure and govern processes operation
-Monitor and report on process change progress
-Facilitate process changes across departmental functions
-Prepare the annual BPM plan with the BPM Manager and regularly update it
- To prepare and implement the Quality Plan for the Project/Process assigned
- Capture, Map & Document all business department processes complying with the organization Quality Models
- Planning & implementing Process Documentation Projects within all business departments
- Improve the process documentation methodologies by using BPMN process Modeling.
- To identify the review team for the Project/Process
- To identify the items to be reviewed by the review team for the project
- To perform the required review for the work products
- To Report and analyze the audit report for the work products
- To tailor the organizational Process compliance checklist periodically for each Project/Process
- To perform the facilitation audits and to send the Weekly Process Compliance Checklist to the Project Manager and do the follow up to close the Noncompliance.
- To identify the training required for the Project for performing and implementing the QMS and suggest special training requirements based on the Project requirements.
- Tailoring
- To perform the Process tailoring according to the project nature and requirements
- To provide consultancy services to all the relevant stakeholders of the project related to Quality activities.
- To report to the Quality Manager using monthly Quality Status Report.
- To prepare and implement the Measurement Plan for the projects assigned.
- To prepare QMS report based on the Measurement Plan and reporting it to the Quality Manager
Capture, Map & Document all business department processes complying with the organization Quality Models
- Planning & implementing Process Documentation Projects within all business departments as per eTOM Framework.
- Fulfill gaps in the processes within documentation (Ex; SLAs, Escalation Matrix, etc.) in addition to agreeing on process measures (KPIs) related to the process.
- Report and analyze the audit report for the work products
- Tailor the organizational Process compliance checklist periodically for each Project/Process
- Perform the facilitation audits and to send the Weekly Process Compliance Checklist to the Project Manager and do the follow up to close the Noncompliance.
- Ensure that all the related ISO 9001/2008 requirements are fulfilled within all the corporate departments.
- Telecom Egypt (WE) Mobile Project:
• Define and design the customer centric stream based on the functional requirements specification workshops in addition to eTom standard.
• Define and design all the business processes related to IT Service Manage ( Incident Management, Change Management, Problem Management) based on the ITIL standard and reference to the consolidate.
• Provide the best practice process related to FRS & Service Requests which need to handle all customer requests for recording and reporting purposes.
• Transforming Customer Centricity Process of (Complaint to Solution Flow) to cover all Customer problem’s solutions process at TEData channels.
• Suggesting opportunities of improvement against KPMG process using for that the process coverage analysis report which initiated based on full studying of (the Finance and Asset Management) of eTom.
• Performed studies to identify opportunities for improvement across all aspects of business by using the global best practice like (RACI Analyses, KPI Library and eTOM Framework).
• Improve the process documentation methodologies by using BPMN process Modeling.
Enterprise Business Support
Dates Employed Aug 2011 - Feb 2014
Employment Duration 2 yrs 7 mos
Location Zahraa El Maadi
•Validate customer requests and complaints and work on resolving them to ensure customer satisfaction with the company’s products and services
•Handle all corporate customers daily requests and complaints received via different communication channels effectively and efficiently and supporting all enterprises segment of Vodafone Egypt.
•Report any identified fraud attempt by customers with full evidence.
•Communicate positively with all concerned departments in order to facilitate customer’s reception of the expected distinguished service to ensure proper resolution of cases.
•Update the database with modifications upon customer’s requests.
•Analyze customers' concerns & complaints and make recommendations on how to enhance the system, process, or policy to eliminate complaints.
•Support in preparing the Needed Departmental analysis and Side Tasks.
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Title Vendor Management (Training Coordinator and technical support)
Dates Employed Mar 2011 - Aug 2011
Employment Duration 6 mos
Involved in the team of Vodafone Management transfer to the Vendor (Ecco 888 Management) and training support for new comers (4 batches)
- Coach and help develop team members; help resolve dysfunctional behavior.
- Create an environment oriented to trust & open communication.
- Ensure discussions and decisions lead toward closure.
- Lead by setting a good example (role model) - behavior consistent with words.