Manager Sales & Operations
Symbiosis Technology
Total des années d'expérience :17 years, 5 Mois
Deliver operational leadership and assume full P&L responsibility for all contract relationships between the company and its portfolio of offshore industry Clients, ensuring the company sustains market share in the UAE sector.
Direct the day to day operational management of the UAE business, applying a hands-on approach to producing solutions to strategic, technical, commercial, operational and personnel related challenges which impact on Client service and performance.
Lead the delivery teams in achieving their goals and objectives and ultimately ensure all contract requirements are delivered on time, within budget, technically compliant and to the highest standards of safety, quality, and operational excellence.
Ensure an emphasis is placed on further developing a high-performing, innovative and influential operational support function capable of devising bespoke technical solutions to meet Business requirements.
Develop an annual sales plan for existing and future customers and ensure excellent client relationships are maintained by building openness and trust. Act as a key focal point for communications with clients on issues requiring the influence and authority of the Country Manager.
Ensure day-to-day operations maintain a continued alignment with overall corporate policy, strategy and direction.
Lead the constant drive and focus to improve operational efficiency via process, people or practical measures. In effect raise the bar on business performance delivery.
Deliver performance management objectives, agreed business plans, budget and targets and report on both plus and minus factors impacting on the business.
Deploy suitable controls over local procurement and ensure robust terms and conditions are in place for each contract. Risk exposure versus reward will be a key performance factor and close liaison with the Group Procurement and Commercial Director will be required in this regard.
Coordinate and manage cross-functional teams to improve business planning methods.
Determine and execute key business initiatives that will drive business operations.
Develop and implement best practices and learning plans to meet business objectives.
Assist management in operations, resource management, budget, revenue accounting, etc.
Develop standard procedures to manage and maintain business operational and financial objectives.
Assist in preparing strategic plan by analyzing trends and forecast.
Maintain in-depth knowledge of market dynamics such as competitor analysis, market share, demographic trends, and growth projections.
Identify business problems and provide recommendations for improvements.
Understand business direction and needs and develop solutions, road-maps and assessment of potential business impacts.
Responsibilities:
Acting as a primary HP support contact for Mission Critical Clients; and ensuring delivery of all proactive services against the contractual obligation and focusing on business development
Collaborating and interacting with internal teams: IT, Account Support, Quality Assurance, Product Operations and Production Support
Essaying a stellar role in monitoring:
o Overall operations via HP’s suite of remote tools
o SLA and Key Performance Indicators and reported to customer
Designing technical solution documents for Knowledge Management articles
Formulating and generating Monthly/Weekly Service Performance Reports
Reporting to Operations Manager
Implementing multiple operational/process improvement cost effective and cost saving ideas
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels
Leading a team of technical support engineers, supporting customers of Europe, Middle East & Africa
Involve in increasing TCE (Total Customer Experience) and handling ad-hoc queries
Managing escalations and winning clients back for organization
Organizing and planning in terms of time management, workload balancing, scheduling and forecasting, management reporting; as well as co-ordination of a team of support & onsite engineers.
Leading workflow distribution and floor management to ensure service levels are satisfied
Directly leading a team of 18, and indirectly responsible for a team of 60
Collaborating with regional Stake holders in Europe, Middle East, Australia, APAC and Africa
Acted as a Project lead for Project E-SiP and Project SNiC Governance
Received more than 30 appreciations from management teams, stakeholders and clients
Involve in Driving Scorecard Improvement Program for New Metrics : SNiC
As a Process Manager for Change Management (Process Improvement):
o Administrating and handling overall preparations for CAB meetings, like: Agenda Creation, Change Requests
Circulation, and Participant Invitation
o Getting approval from the Change Authority to submit change requests
o Monitoring and tracking changes via Change Management reporting system
o Creating consolidated change schedule and resolving any scheduling conflicts
o Ensuring delivery of change requests are on-time and handled efficiently
o Generating and distributing change management reports; presenting them to clients
o Utilizing the Change Management reporting system to monitor and track changes
o Reviewing all implemented changes to ensure that they have been carried out
Responsibilities:
Resolved technical issues and concerns of Consumers, all across the world; Awarded with more than 17 awards
Involved in cross selling; Formulated and generated reports on a daily basis and presenting the same to higher
management
Involved in a Pace Program: a team which converted the Support Center from a Cost Center to profit Center with the Sales Model
Job Responsibility: Executive Customer Relation Manager
Worked with IBM for its Client "D&B"
Primary Job Responsibilities include:
• Credit Analyzing of the Businesses
• Business Investigation & Management
• Proposing Credit Score as per the Credibility of the Business
• Profiling for the Business for the better vision among the competitors in market
Job Responsibility: Telemarketing Executive Sales
Primary Job responsibility include:
• Sales of Computer Products/accessories
• Assistance in configuring a Desktop Unit as per Client requirement/usage and Quotation
• Marketing for brands like HP, Dell, Acer, IBM(Lenovo) Notebooks under one roof
Bachelor of Computer Application
Diploma in Business Management
