Assistant Manager Business Process Re-engineering
Ooredoo
Total years of experience :22 years, 3 Months
Overall responsibility and management of developing (engineering / re-engineering) company-wide, covering all corporate/ business units, cross-functional, end-to-end processes, including defining of appropriate process performance measures (KPIs, OLAs, SLAs etc)
Overall responsibility and management of continuous improvement of all cross-functional, end-to-end business processes in line with the company’s strategy and business objectives.
Ensure consistency and alignment of processes of all units, according to the requirements of Integrated Management System (IMS) and Business Process Framework and BPM methodology and in line with the company strategy.
Overall responsibility of Performance Management System: measuring, monitoring and managing performances of business processes
Responsible for developing and deploying process improvement tools and methodologies
Responsible for inventory of all IMS documents (document control function) -Publishing, updating of IMS Documents through intranet and communicate through appropriate channels
Responsible for undertaking studies and analyse company-wide operational procedures to eliminate weaknesses, and recommend improvement by way of work simplification or further automation, in conjunction with Operational Excellence Department.
Responsible for supporting all Business/ Corporate units for their business process initiatives to enable the delivery and implementation of innovative services and products efficiently, promptly and continuously in a cost effective manner.
Responsible for maintaining ownership of all company-wide end to end and cross-functional key business processes.
Custodian of maintaining process maps and definitions for all key business processes
Conduct periodic reassessment of processes, based on functions’ request (either based on standard plans, or based on specific requests)
Identify need for process updates and redesign
Facilitate IT and automation related process changes
Define key process performance and compliance indicators and agree on joint performance targets with process owners
Conduct periodic checks to assess compliance with processes, identify compliance issues and develop improvement initiatives
Identify through benchmarking and research global process standards for all aspects of Ooredoo Qatar business and use these as a starting point for reviewing current process and identifying improvements that could be made which would drive excellence in operations
Support large cross-functional process and quality improvement initiatives and programs
Coordinate standardization and certification of processes and IMS, ensure ongoing compliance with adopted standards and certificates.
Implement, manage and continuously improve appropriate mapping, documentation, tracking and optimization tools in order to facilitate delivery against BPO functional purpose.
Re-engineer (in respect of existing process), design and implement (in respect of new process) business processes that: -
o Demonstrably contribute to a measurable increase in customer satisfaction.
o Are easy to understand and easy to operate
o Comply with ISO certification requirements.
o Are reportable in terms of process documented KPI and SLA
Monitor existing processes & recommend improvements in line with the business process guidelines & policies.
Work with business units/corporate centers to map, document current processes and suggest improvements to increase process effectiveness.
Work with business units/corporate centers to implement business processes and ensure adherence to KPIs and SLAs.
Design and deliver process and procedure resources which are compliant with key functional goals, auditable in terms of KPI and SLA and accessible throughout the organization in both hard and soft format.
Plan, prioritize and make recommendations for the implementation of new processes in line with BPO’s stated functional purpose.
Design, implement and ensure continuous improvement of business processes, work instructions and other resources which measurably contribute to consistent improvement in customer service.
Ensure that defined re-engineering and implementation tasks are completed on time, with appropriate use of identified, and agreed, resources in order to deliver planned benefits.
Design and implement an easily accessible, user friendly document management system along with mapping methodology that helps users identify procedural gaps and process requirements.
Monitoring all communication, documentation of proposals, business processes and business requirements. Managing communication of a sensitive nature (both internal and external) ensuring confidentiality, as well as responding promptly to the same.
Responsible for directing and supervising clerical and secretarial personnel, relieving the administration director of routine management functions, and conducting department affairs as smoothly as possible.
Providing administrative support, planning, developing and coordinating the execution of policy, procedures, and operations. Supervising and maintaining the department’s retrieval system ensuring that all relevant resources and decision support documents are easily accessible.
Preparing typed copy (e.g. correspondence, agendas, memos) from oral or recorded information. Performing translation for documents from Arabic to English and vice versa.
Drafting description of business process documents (e.g. monthly reports). Gathering and summarizing data for briefs, reports, and correspondence.
Updating and maintained manual and automated filing systems for confidential and administrative files. Designing and implementing standard tools that are easy to use.
Assisted in developing as well as implement marketing plan and communication plans for new produce launches. Drafted press releases, organized press conferences.
Followed-up on all collateral materials, bill inserts for print media (newspapers), audio visual media with the external agency. Negotiated on art work and drew up proposals.
Prepared detailed product presentations to support a strong customer support infrastructure. Conducted training sessions for team leaders and CC staff.
Prepared and coordinated on departmental meetings and conference calls. Assisted in completing ad hoc tasks, reports, Arabic to English translations, as well as executed clerical duties involving filing, photocopying and storing of confidential information.
Followed up on the trade show registrations, supervised road show preparations, and represented the organization during exhibitions.
Performed testing for new products, submitted feedback and evaluated results of client surveys. Put together monthly marketing and PR activity report, as well assisted in budget preparation.
Provided clerical and administrative support, as well as coordinating on meetings inter-departmental and seminars.
Received CVs, evaluated them and stored the short listed ones on Oracle based system.
Produced departmental correspondence (Arabic & English) and documents, maintained presentations, spreadsheets and databases.
Organized and stored paperwork, attended to incoming and outgoing correspondence, via. email or fax, answered phone calls and forwarded to concerned party.
Attended calls and addressed client queries (telephone inquiries, QCV, telephone faulty, bills, mobile inquiry and promotions), problems, cross-sold Qtel services.
Drafted reports on complaints and promotions held.
Bachelor's degree in Business Administration at Arab Academy for Science & Technology