General Manager (GM)
Ministry of Enviorment, Water, and Agriculture
Total years of experience :21 years, 9 Months
A proven track record in Building and sustaining a BPO company portfolio within KSA market. A proven record of Capturing public and LE accounts to ensure the company is well branded as a market leader.Leading and delivering complex client engagements that help identify, design, and implement creative Call Center BPO solutions for the Clients. Responsible for providing excellent customer service and determining the needs of the client. Designing and implementing the projects as agreed with our clients with timely manner. manage team relationships effectively to ensure exceptional performance; as well as participate in the development and presentation of proposals for business development. Establish a highly standard operations objectives and work plans; delegate assignments to subordinate managers when necessary; and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.
Develops organization strategies by identifying and researching human resources issues; contributing information, analysis, and recommendations to organization strategic thinking and direction; establishing human resources objectives in line with organizational objectives.
Implements human resources strategies, including talent acquisition, staffing, employment processing, compensation, health and welfare benefits, training and development, records management, safety and health, succession planning, employee relations and retention, labor relations.
Manages human resources operations
Accomplishes special project results by identifying and clarifying issues and priorities; communicating and coordinating requirements; expediting fulfillment; evaluating milestone accomplishments; evaluating optional courses of action; changing assumptions and direction.
Supports management by providing human resources advice, counsel, and decisions; analyzing information and applications.
Guides management and employee actions by researching, developing, and updating policies, procedures, methods, and guidelines; communicating and enforcing organization values.
Complies with federal, state, and local legal requirements by studying existing and new legislation; anticipating legislation; enforcing adherence to requirements; advising management on needed actions.
Updates job knowledge by participating in conferences and educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Client Relations Manager at NCBS National Company for Business Solutions
October 2012 - February 2014 (1 year 5 months)
Responsible for building long-term strategic relationships with key executives and senior management at existing and new Key Account (s)
Monitor evolving client expectations, needs and priorities, and collaborate with client unit team members to ensure effective integration of NCBS service delivery capabilities and priorities. Monitor client satisfaction, and recommend appropriate strategies, tactics and operational initiatives to continuously enhance client
satisfaction.
Manage financial and business objectives including (sub) contract revenue, value-add revenue, renewals,
expenses and margins and account receivables targets. Interface with new and existing client departments and
NCBS Account Team and understand how NCBS solutions and products fit with client's organization needs to enhance NCBS services and profitability.
Proven records of enhancing customer satisfaction in consumer/ Business segments.
Setting and enhancing account management policy and procedure from activation to monthly billing.
enhancing billing system and introducing automated alarms for high consumption and abnormal activities.
monthly billing validation for key/gold accounts by checking CDRs and INs in both segments.
360 degree enhancement in billing delivery.
in addition to managing department KPIs.
Managing the overall performance analysis of existing lists and programs.
Developing and supervising a team of Supervisors/representatives and preparing their
performance reports.
Developing new lead targeting schemes, and scripting for the optimization of existing
programs and resources.
Monitoring team performance to ensure that the call center goals are met and supporting
call center quality and training efforts.
Measuring and demonstrating the group productivity as well as the individual’s reports
related to customer outcomes.
Identifying and articulating reporting requirements, which includes targets, specific data,
and anticipated outcomes.
Identifying, recommending and supporting the implementation of various programs for the
improvement of call center processes.
Writing and conducting performance evaluations, making employment decisions, setting up
performance goals and targets for assigned team.
Maintaining required administrative staff by recruiting, selecting, orienting, and training employees;
Maintaining a safe and secure work environment; developing personal growth opportunities.
Applying communication system to expedite approval flow with stakeholders.
Reviewing Invoices and approving them before submitted to clients.
Completing special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results.
Providing historical reference by developing and implementing filing and retrieval systems.
Enhancing quality of services by devising new applications; updating procedures; evaluating system results with end users.
Achieving financial objectives by anticipating requirements; submitting information for budget preparation; monitoring and controlling costs.
management information system
