HR Officer & Executive Assistant for Managing Director
Memac Ogilvy
Total years of experience :12 years, 10 Months
- Handling all HR related tasks (annual/sick leaves, medical insurance, arranging new joiners’ emails/ laptops).
- In charge of giving induction to new joiners, company policies, online trainings.
- Filtering applicant’s CVs and arranging interviews with different levels of management.
- In charge of doing reference check on all new employees by contacting their former employers and getting their feedback.
- In charge of the leavers checklist, making sure that the resigning/leaving employee has given all his belongings to the company, all his financial matters have been sorted and his visa got canceled.
- Supervising on all flight & accommodation bookings for Doha’s Office.
- Sending out HR monthly reports to the management in Dubai.
- Acting as a focal point between the Medical insurance company and all employees when it comes to insurance enquiries, complains, adding/deleting dependents, claims… etc.
- Making sure all the team submitted their Mid-year and annual appraisal for management review.
- Following up on suppliers to send us work related material on time.
- Archiving (filing) contracts and legal papers and following up on any legal documents that needs to be renewed.
- Following up on legal paper for all new joiners
- Requesting exit permits for employees going on vacation.
- Responsible for ordering new mobile numbers for new joiners by liaising with the service provider company.
- In charge of drafting and sending out office memos, holiday emails and general announcements to all employees.
- Acting as a focal point between some of the existing customers and the company.
- In charge of filtering new potential business proposals and collaborations and passing them on to the MD.
- Following up with clients on contracts.
- Following up on with the team for tender and proposal submission and making sure that it’s meeting all the requirements.
- Arranging internal and customer events, workshops & trainings.
Nehal El Buckley, Personal Assistant Page 2 of 2
- Managing the MD calendar, meetings, visa application, flight & hotel bookings.
- Attending meetings with the MD and sending the minutes of the meetings to all attendees and following up on actions requested from each.
- Making power point presentations for the MD to submit to Management.
- Handling the MD medical expenses and general expense claims.
- Managing diaries and organising meetings and appointments. - Booking and arranging travel, transport and accommodation for business trips. - Manage budgets, raise LPOs and ensure timely settlement of bills and payments of service providers. - Attending meetings with the Director to take notes or dictation or to provide general assistance during presentations. - Prepare all the Operations Director Presentations, transforming conceptual initiatives using on ground and live data to back up the proposal. - Act as the department administrator for all department wide meetings include weekly performance reviews and meetings with the regional board.
- Partner Management for the business unit to ensure performance governance with the heads of department and the management of departmental scorecards used weekly and monthly.
- Work with the Operations Director on strategic initiatives such as digital transformation and the cultural change program.
- Cascading, coordinating & progress monitoring the go live of all new implementations/objectives with the operations team, precisely the Heads of Departments who subsequently carry down to their direct reports. - Event planning, design and production while managing all project delivery elements within time limits. - Accountable for Employee engagement programs across the business unit by creating and developing a frontline employee incentive program designed to run at monthly, quarterly and annual frequencies with the aim of delivering high employee engagement scores.
- Creating high customer satisfaction through a culture which balances performance and team engagement.
- Working with the senior management function to deliver new services and product to market in a fashion which makes it simple for the customer and simple for the advisor.
- Responsible for interviewing and hiring new team members onshore and offshore.
- Maintaining quality service by enforcing quality and customer service standards; analysing and resolving quality and customer service problems; identifying trends; recommending system improvements.
- Accomplishing staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counselling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Creating a performance culture and processes based on managing customer satisfaction real time through TNPS and ensuring we are focused on First time resolution.
- Was one of the few selected people to work on enhancing the CRM system to cover all the missing features, reduce the number of clicks and change the layout to be customer friendly. All to reduce handling time and increase customer’s satisfaction and experience.
- Researching and recommending new training methods.
- Managing and maintaining in-house training facilities and equipment.
- Maintaining updated curriculum database and training records.
- Using known education principles and stay up-to-date on new training methods and techniques.
- Conducting organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed.
- Driving company growth and customer satisfaction by designing and delivering agent strengthen soft and technical skills training, that resulted in Qatar leading customer experience.
- Monitoring and assuring nesting periods for new joiners after their launch.
- Contributed in launching the Post-paid services for Individuals and Enterprise accounts for the first time in Vodafone Qatar.
- Refining the product and the process by observing the customer’s behaviour for a better First time resolution and a better customer satisfaction.
- Managing the Enterprise customer care mailbox, chats and calls by assigning tasks to the team members.
- Encouraging the team members, including communicating team goals and identifying areas for new training or skill checks.
- Responsible for training new members, mentor them and coaching them.
- Conducting team meetings to update members on best practices and continuing expectations.
- Providing quality customer service, including interacting with customers and effectively handling customer complaints and escalations.
- Ensuring customers satisfaction and provide after sales services.
- Responsible for handling calls for internal staff.
- Providing prompt solutions and immediate feedback to address urgent issues.
- Coordinating with different departments and head office branch when necessary to deal with customer cases.