Director Of Human Resources And Administration
estarta
Total years of experience :19 years, 5 Months
Achievements
• Created organization structure and job description across the organization for over 800 employees.
• Developed compensation and benefits schemes and recognition programs and training programs that reduced the turnover of employees from 6% to 4% within one year.
• Put together policies, in addition to internal bylaws.
• Led the Talent Acquisition function and talent mapping to address the recruitment requirements.
• Created a unified Hiring process, that would ensure having a pool of talents ready to be hired to address the recruitment needs of the company.
• Led initiatives with universities, and career services search engines to maximize on identifying and attracting talents.
• Oversaw the expansion of offices to add a 50% to the capacity and delivered all on time.
• Developed and monitored Administration and HR department budgets and ensured complete compliance to the projected budgets.
• Managed planning sub-contractor selection and construction management of design-bid-build upgrading
Key Responsibilities
• Call for regular manning budget meetings on recruitment needs and sourcing with CEO and Heads of departments.
• Identify issues that affect the overall health of the organization, including morale, effectiveness, turnover, absenteeism, and productivity, thus create initiatives to engage the employees and enhance their loyalty.
• Responsible for capacity building of employees across the organization in order for all employees to realizing their development goals while enhancing their abilities that will allow employees to achieve measurable and sustainable results.
• Creating on-boarding programs to ensure maximum understanding of the organization’s mission, vision and values.
• Lead the day-to-day operation of the Human Resources Department.
• Managing HR and administrative budgets and monitoring operating expenses.
• Negotiating contracts and agreements with vendors.
• Maintaining corporate relationships.
• Liaising with HR and other departments.
• Updating executives on business performance.
• Lead, direct and mentor administrative staff.
• Initiate strategies, and implement systems and processes to improve efficiency and reduce projects cost and duration
• Train and motivate administrative staff to excel in their performance.
• Create, maintain and update databases, executive reports and documents.
• Prepare budget with forecasts and projections.
• Maintain office expenditure within its budget limits.
• Prepare financial and administrative reports and statements for the top management.
▪ Leadership, direction and management of senior Cisco-certified Customer Support Engineers.
▪ Following up and managing the collaboration between Cisco and Estarta.
▪ Review the KPIs to evaluate the performance and accordingly recommend courses of action to improve performance and enhance efficiency.
▪ Building action plans to enhance overall customer experience and satisfaction.
▪ Managing the implementation of processes and procedures, and propose continuous work process improvements.
▪ Follow up with High-End customers regarding their interactions with my team.
support in developing and implementing strategies to Al Kifah Automotive branches to improve the dealer capabilities to increase sales performance, profitability, market share, and customer satisfaction.
Drive dealer business growth and expansion as a key strategy with a thorough understanding of dealer’s business model, key financial indicators, and market dynamics.
Drive performance improvement initiatives Opportunity by providing on-site consultation.
Develop Territory Parts and Service Managers and field-based managers’ dealer operational and financial management skills & leverage their resources to maximize dealer communication and performance.
Develop best practices and facilitate knowledge transfer to dealer network by coordinating webinars/seminars on various management issues.
Assist in developing proposals for Dealer Acquisitions.
Manage Al Kifah Automotive facility image & signage program.
Manage dealer Quality Audit process.
Ensure that a professional sales and service is delivered to all Mobily customers through Franchise outlets. Establish and maintain communication with Retail Sales, Channel Sales and Partners as is related to Outlet requirements. Monitor performance (FBO) according to agreed standards and take necessary action to communicate, advice and assist according to performance levels. Random visits and audits to FBO’ Provide daily, weekly and monthly reports to the Regional Manager or any other reports requested by the management.
Assist in providing reports to management and partners on customer experience and consistency across FBO. Distributing targets to all FBO in the region. Provide feedback on issues related to competitor’s products, services, offers, etc. Conduct daily audits on Franchise outlets related to knowledge, stock, quality of work, etc. Ensure that the company procedures and policies are correctly applied within the partners outlets and by the team Ensure that all confidential information to company's' individual customer coming into ones possession is not disclosed or revealed to unauthorized person or agency. Communicate and Coordinates with the departments and sub-departments within the company for smooth workflow of complaint management.
▪ Oversee and maintain follow-up of all unresolved inquiries.
▪ Oversee progress of all unresolved inquiries & complaints and Ensure availability of a solution.
▪ Ensure availability of a solution.
▪ Ensure all requests for change and written complaints are timely and properly solved according to the internal policies & procedures.
▪ Continually monitor performance and conduct performance appraisal
▪ Oversee SSR's interaction according to the internal policies & guidelines; to ensure all customers receive high quality service.
▪ Achieving quantitative and qualitative objectives.
▪ Lead, motivate the team. Inform the team issue affecting their job.
▪ Ensure proper behavior and discipline is maintained, and attendance is punctual and regular.
▪ Provide daily, weekly and monthly reports to the Main Center manager.
▪ Ensure up to date knowledge of latest products & services offered by the company and in the GSM industry.
▪ Propose continuous improvements of tools, workflow, processes & procedures, according to daily monitoring & SSR's feedback.
▪ Recommend essential training for agents, to increase quality & performance.
▪ Participate in training & recruitment of MobileCom Centers.
▪ Responsible for the accuracy of the center's account.
▪ Communicate and Coordinates with the other sub-department and other departments within the company for smooth workflow of complaint management.
▪ Alert the Main Center manager and take appropriate actions to correct any outage and/or deficiency of the system/application or/and procedures.
▪ Make decisions within monetary grant of authority to resolve customers’ issues and complaints.
▪ Participate in the company’s business activities that are requested by the manager
▪ Handle Customers' accounts and bill payments.
▪ Sell GSM services and handsets to retail outlet customers.
▪ Sell service features and other value added services to retail customers.
▪ Support promotional and other company activities as directed by my superiors.
▪ Educate customers about services and related features.
▪ Solve customers’ problems on the spot and answer their queries.
▪ Configuring customers handsets for certain technologies such as WAP over GPRS, Internet and MMS
▪ Supporting Sales & Services Representatives with cases that they can't resolve.
▪ Manage day-to-day operations of the branch.
▪ Coordinate with other department for smooth workflow.
▪ Alert the higher management of any deficiency of the systems or procedures, and take corrective action.
▪ Handling branch cash flows & inventory, and preparing the daily inventory sheet.
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finished in 1996
