Director of Operations
Kitopi
Total years of experience :24 years, 7 Months
Oversees entire operations aspects of company strategy. Responsible in improving overall flow of operations. Assist and implement strategic market objectives.
Planning and managing logistics, warehouse, transportation and customer services. Directing, optimizing and coordinating full order cycle. Liaising and negotiating with suppliers, manufacturers, retailers and consumers.
Forecasting and budgets, deposits and payments, reduced and controlled expenses to surpass revenue goals.
Hired and managed a team of 30+ employees
Developed department's first incentive performance plan to motivate staff; resulted in a 23 % increase in sales
Trained, coached and mentored staff to ensure smooth adoption of new programs as well as old; worked directly with the investors to achieve great results and customer satisfaction
Advised the owners with overall strategic management of Dar Hamad restaurant.
Finanane, Audit, Operations, and ERP
Managing the entire venue, which consists of dine-in area (up to 200 guests), 2 banqueting private rooms (up to 80 guests, Pastry Boutique, and lounge (35 guests).
Staff:101
Responsible for the profit and loss, and other financial statements, purchasing, human resources, and marketing.
Managing all QSR orders of the group via traditional hot numbers, and alternative delivery channels. (Web, and smart applications)Handling more than 500000 customer calls, an managing a team of 200 agents.
• Lead the Operations function to ensure results achieved.
• Develop strategy end to end for the three key business driver People, Process, and Technology.
• Develop a sourcing plan + roadmap adapted to the business model, including demand planning, supply, fulfillment, and regular improvements to maximize efficiencies, scale, etc.
• Lead the design and development of alternative delivery channels.
• Develop an optimal network of sales and operations
• Direct the development and execution of standards, controls, policies, procedures and performance metrics to effectively and efficiently manage the business, people, reduce costs and improve service results.
• Lead the function and cross functions to ensure that all facilities comply with audit standards.
• Develops and lead the consolidated and up to date view of business needs (growth, innovation) and status (sourcing network, capacity, costs)
• Bring innovative, “out of the box” thinking and solutions providing pragmatic, efficient and effective solutions for sourcing questions.
• Develop Operations KPI dashboards and track progress, continuously monitoring and adapting strategies to achieve / exceed goals.
• Align the organization internally around the Operations' initiatives
• Create forecast, budget and Ops plan
• Work hand in hand with Commercial and support functions.
Responsible for direct effective management of Contact Center, Ticket Counter, Web-support, Travel Trade, VIP,
Limo Requests, and Fraud units.
Develop and execute strategic planning for the commercial department
Direct and assured corporate compliance of procedures and policies
Analyze processes at functional and cross-functional levels by proactively monitoring performance and system
problems from capacity planning, service level agreements and disaster recovery perspectives.
Development and implementation of proactive operations strategies that support business growth
Ensure that requirements and priorities are properly defined and are in line with business needs
Evaluate new emerging technologies and leverage existing ones,
Identify opportunities to exploit/ enhance them for the Call Center business advantages.
Co-ordinate with HRD to recruit, train and reward staff to achieve targeted performance
Special studies (what-if scenarios, SWOT analysis, and diagnostics people, process, & IT) for strategic planning
process and business development.
Ensuring the execution of business plan in an efficient and profitable way
Determining long-range objectives and goals to meet business operation expectations
Facilitate in the implementation and evaluation of call center procedures and policies.
Co-operating with the outsourcer VIVA (Kuwait Telecom Company) Senior Managemen
Helped organizations by conducting health check diagnostics across all functions.
Managed Burgan Bank credit card portfolio, one of the leading Kuwaiti banks, specializing in retail, corporate and private banking. Supervised and supported a team of risk analysts. Consulted with Head of Cards, Chief Retail Officer, to make final decisions on protecting credit card holders from fraudulent activities. Assisted internal and external auditors with information gathering to secure favorable regulatory reviews and classifications. Validated policy and procedural integrity; assessed compliance with VISA/Master, CBK laws, regulations, and internal policies. Tested to identify and assess critical risks.
Managed the day to day operations of the bank alternative delivery channels.
In our Electronic banking Dept., we operate 24/7, processing financial and non- financial transactions, requested by our clients through our Alternative Delivery Channels. This includes: (Internet Banking “Beebank”, Tele-banking, Mobile- ATM’s, Kiosks, Self Service branches, and PRM fraud monitoring units). Fraud unit later became an independent unit under cards center.
Oversee the day-to-day operations of a team of customer service and Internet banking representatives.
• Plan, direct, supervise, and evaluate workflow
• Coordinate work activities to achieve the volume expected to meet operational requirements
• Monitor performance of staff members, monitor customer contact daily activity
• Effectively manage human resource topics such as attendance, tardiness, staff selection, and performance
• Exercise sound judgment in handling day-to-day employee relations
• Guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills.
• Act as a role model within the organization
• Prepare monthly staffing schedule
• Assist in development of established script and customer-handling strategies
• Apply policies and procedures consistently
• Monitor staff productivity and recommend policy changes or training to improve results
• Ensure competence and continuity of customer service representatives through selection, training, development, appraisals and motivation techniques
• Prepare staff progress and productivity reports
• Train staff in cross-selling and product knowledge, and monitor effectiveness
• Complete representative appraisals.
• Intervene and handle escalated issues on an “as needed” basis
*Maximized time spent available handling customer requests are answered as promptly as possible.
*Acquired and maintained a comprehensive knowledge of all Bank products and services.
*Identified customer needs via alternative delivery channels.
*Identified potential sales opportunities from conversations, and internet requests, with customers and promote appropriate Bank products.
*Persuaded customers to buy appropriate Bank products and pass good quality sales leads to other departments for follow-up.
*Carried out all customer operational requests in accordance with their instructions and in accordance with Bank policies and procedures.
*Dealt with any customer problems and complaints, resolving these directly where possible.
*Uphold the highest standards of customer confidentiality and security by ensuring the proper verification of the identity of all customers.
*Assisted with other miscellaneous duties as required by Team Leaders or Managers.
• Understanding Client’s Business
• Tests of Controls
• Assessment Risk (General Risk & Inherent Risk & Detective Risk)
• Analytical Procedures and/or Substantive Risk
• Preparation of Auditor’s Report
• Preparing Management Letter
• Translation of Financial Statements Arabic/English
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