Muhammad Nabeel Khokhar

• Reviewing Department's existing processes, systems and procedures, identifying areas for improvement
• Proposing innovative enhancements to processes and existing methodologies reflecting international best practices and considering stakeholder needs.
• Providing consultation on assigned Service Improvement projects, coordinate and manage department's ICT projects as assigned.
• Ensure involvement and fulfillment of Project stakeholders’ requirements observing Project Management methodologies.
• Formulating and reviewing detailed Project documentation with clear specifications, design, functional needs, process flows required for system development.
• Verifying implemented solutions deliver required quality, integrity and usability through User Acceptance Testing (UATs), verifying functionality of solutions on design and specifications provided.
• Supporting Department’s Management in defining and establishing Departmental policies, processes, Service Standards, Operating Procedures for all department’s activities
• Providing awareness and training to staff, formulating training documentation on implemented solutions where required.
• Preparing various system based analysis reports.
• Continuously innovating and fulfilling the requirements of driving the Corporate Excellence.
• Facilitating transfer and sharing of knowledge with colleagues and subordinates.
• Analyzing and implementing Risk and Resilience requirements for ICT infrastructure, Operational Processes and applications ensuring department's needs for compliance to various international standards such as:
1-Information Security Regulations
- Overseeing implementation of ISR Policies and Procedures.
- Coordinating External Audits
- Verifying Compliance to Information Security Requirements.
- Awareness, Training and Presentations on ISR.
- Heading Department's ISR Compliance Committee.

2-Enterprise Risk Management
- Implementing ERM Framework within Customer Services Division.
- Heading department's ERM Compliance Committee.
- Conducting ERM Awareness for Management.
- Coordinating and Processing Risks Assessments and Mitigation through SAP GRC.

3- Business Continuity Management
- Implementing Divisional Business Continuity Plan (BCP, BIA).
- Devising Business Continuity Procedures
- Coordinating and executing Mock Drills to ensure BCP effectiveness.

Internal Audits
- Handling Internal Audits
- Reviewing Section's responses to Internal Audits

• Development and enhancement of Key Account Management Operations and functions.
• Ensuring Key Accounts strategy is fully implemented in line with CS and DEWA Strategic Map
• Carry out Primary Member responsibilities in nominated roles for the Division such as benchmarking, Crisis Management and Information Security Regulation, Asset Procurement, Cost Optimization etc.
• Function as a Primary Member of Division's Enterprise Risk Management Team
• Administrative support to Key Account Section
• Training

- Training Needs Analysis, Training Plan and Training Budget for the Section
- Operating, IT and Admin Capital Budgeting
- Performance Reports
- Develop Training Materials, Guides And Updates
- Assess And Propose Enhancement To Business Process And System
- Attend Inter-Dept. Meetings, Communicate Conclusion And MOMs
- Core Team Member For SAP Implementation And Enhancement
- Inter-divisional communication.
- Business Process Flow
- Overseeing Share Point Management and Access Control
- Review DEWA Website Contents
- Management of DEWA's Customer Mailbox.
- HR Coordinator
- Designing IVR System
- Investigating, Coordinating And Resolving High Priority Cases
- Primary Member of Division's Enterprise Risk Management Team
- Emergency Coordinator
- HSE Coordinator

Customer services Trainer

o Generating required reports for each shift
o Conduct Product based training
o Evaluate Agents and report to Ops Manager regarding their status.
o Meeting Targets set by the Operations Manager
o Assign tasks to the agents and ensuring that they are completed in time.
o Maintaining discipline and regularity on floor
o Assisting fellow agents in terms of product knowledge and protocols
o Assisting agents in email correspondence
o Logging agents schedule and log in time
o Sending daily activity report to Operations Manager
o Coordinating with Client (OrthoClear) to roll out updates on the floor regularly
o Coordinating with Operations to imply the desired changes and update agents
o Catering to the needs of the client
o Coordinating and conducting team meetings

o Customer Services and Handling
o Greeting and communicating with Passengers
o Generate Boarding Cards and Fulfill passengers travel preferences and requirements with satisfaction
• As a boarding staff at departure boarding gate, functions include:
o Boarding passengers on the air craft
o locating missing passengers
o identifying and booking overweight hand baggage
o tallying passengers on aircraft with the systems record
• As arrival staff, functions include
o Communicating with aircraft crew
o Supervising arrival baggage offloading at arrivals
o Assistance and handling of arrival passengers missing baggage
• At the cargo terminal, functions include
o Build up of cargo in containers for flight
o Handling import and export at cargo terminal
o Break down and Segregation of cargo at arrivals
• Flight Operations
o Handling Non schedule flights
o Filling and approving flight plan from air tower