Head Of Operations
Acumen
مجموع سنوات الخبرة :15 years, 1 أشهر
- Review, analyze, and evaluate business procedures and SOPs to ensure the company operates within the approved strategy.
- Control & audit all processes, procedures and policies and make sure they are being properly implemented.
- Ensure day to day operational tasks are facing a smooth workflow.
- Meet with clients to negotiate contracts and agreements while projecting a positive image to the organization and employees.
- Drive the business to increase profits through the best sales & marketing activities while securing a fast and professional service to our clients.
- Develop the Business plans and execution strategies with the upper management.
- Plan and forecast operating budgets by using historical records to forecast future operational expenses.
- Manage and direct the current operational budget and make sure the action plan is up to the budget with minimum variance.
- Participate in the Head hunting, Sourcing, interviewing and hiring upper management candidates and leaders “C level managers” to our clients
- Maintain a market knowledge of the industry while conducting SWOT analysis. In addition, identifying opportunities for improvement.
- Work closely with other heads of departments to improve effectiveness and efficiency through proper organizing and overseeing the work and schedules of the related departments.
- Conduct performance evaluations that are timely and constructive. In addition, drafting and reviewing all KPIs for company’s staff.
- Make sure all employees are motivated and well trained. In addition, establishing a customized succession plan to each employee.
- Build fruitful relations with our strategic partners and sign strategic agreements that are essential for the business.
- Build and update the whole org. Chart along with job descriptions, process, procedures and policies.
- Create Employee handbook which indicates the internal policies and keep a continuous update.
- Analyze all employees’ performance using analysis and evaluation tools in CRM. In addition to drafting and evaluating KPIs for all departments.
- Forecast HR operating budget and make sure the department is aligned with current approved budget.
- Handle the entire recruiting process from planning, sourcing, interviewing, selecting and recruiting.
- Make sure all staff are well trained and motivated to perform their duties effectively and efficiently.
- Conduct training programs inhouse and outsourced. For all positions.
- Select and negotiate with service providers in different HR fields and keep all approved vendor list updated.
- Interfere in investigations and solving inter-departments’ problems and misunderstanding along employees.
- Coached over 200 hours leadership and motivational coaching for company’s staff.
-Built fully the CRM & HR system software, employee self-service and the entire business process on Microsoft Dynamics.
- Increase Employee engagement by providing the right channels for their contribution and reaching out their voice “VoE”.
- Create the comp & ben analysis along with the L&G and keep it updated depending on the market salary scale.
- Check and Review Payrolls based on the attendance report.
- Check and analyze succession plans for company’s staff and plan to help them reach their career goals.
- Monitor all Onboarding process and mase sure it undergoes a smooth transaction.
- Interfere with retail sales targets from HR point of view and support sales team to reach their annual sales targets.
- Participated as a key player in City Center Beirut pre-opening in marketing & customer service operations.
- Assisted in building the entire customer service team, policies, processes and procedures.
- Controlled the entire marketing inventory and negotiated with external suppliers for installations.
- Trained employees and new joiners on customer service and sales techniques.
- Solved customers’ and tenants’ problems effectively as per company’s rules.
- Assisted in developing customers’ engagement process and analyzing the VoC with a detailed report to Marketing Manager.
- Increased customer service engagement with tenants and management.
- Integrated the CRM system with the company’s policy and business process using oracle.
- Increased sales of loyalty cards and getting best offers from tenants to ensure customers’ satisfaction.
- Assist in selecting new joiners and evaluating them while onboarding.
- Trained customers on the online booking system.
- Developed marketing strategies to enhance sales.
- Working to increase sales target through a proper sales techniques and detailed presentation about our services.
- Negotiated with customers on pricing and project execution.
- Conducted sales and technical trainings for sales staff to increase sales targets.
- Increase customer satisfaction by increasing our response time and fast repairing service.
- Trained technical staff the basics of dealing with customers and business etiquettes.
-Increased on spot maintenance for customer’s by maintaining a fast and professional service.
-Handled spare parts stock control and assist in ordering the required spare parts based on spare parts forecasting needs.
- Handled all consignments and managed the dismantling process of all products.
- Created and updated all processes and procedures required to enhance after sales maintenance and extraordinary customer service.
Certificate of Business Strategy
Bachelor's Science Management