Project Manager
Qatar Foundation
Total years of experience :24 years, 6 Months
- Reporting directly to the Executive Management, serving as business process knowledge expert and key advisor on strategic projects, with a budget outlay of circa US$ 40 million
- Managing multiple projects across the function; built around process improvements and systems implementations for various enterprise tools and initiatives (Hyperion rollout, ERP enhancements, process automation, etc.).
- Working closely with the corporate Strategic Business Planning unit to ensure alignment to operational (yearly) and strategic objectives (3-5 years rolling)
- Developed detailed process maps to represent process flows, interdependencies, key stakeholders, systems/manual touch points and aided the analysis and design of enhanced service delivery
- Participate in and lead cross-functional project teams that perform detailed analysis of service delivery processes including gathering data, investigating cause-effect relationships, and measuring process performance impact.
➢ Reporting directly to the Executive Management, serving as business process knowledge expert and key adviser on projects pertaining to contracts, leases, and budgeting
➢ Managing multiple projects across the function; built around data analysis, process improvement and systems implementations using various enterprise tools (Hyperion, Business Objects, Oracle Financials modules, etc).
➢ Working with Service Management Leads and other stakeholders to gather requirements and identify trends, perform gap & root-cause analysis to determine areas of opportunity and priority for improved service delivery
➢ Developed detailed process maps to represent process flows, inter-dependencies, key stakeholders, systems/manual interactions and aided the analysis and design of enhanced service delivery
➢ Participate in or lead cross-functional project teams that perform detailed analysis of service delivery processes including data gathering and cleansing, investigating cause-effect relationships, and measuring process and performance impact and/or benefits
➢ Worked with program implementation teams to identify and apply industry best practices and benchmarks and develop "best-in-class" process models and target performance metrics.
➢ Ensure that backend processes and systems are aligned to be absorbed seamlessly into the data warehousing environment.
➢ Responsible for the design, implementation, and release of SLA/KPI reporting and performance related programs and projects within the QF Shared Services - a consolidation program for all 8 QF HQ back office functions (Finance, HR, IT, etc)
➢ Delivery, analysis, and monitoring of Service Centre performance KPIs, reporting methodology, trending, MI data, dashboards, for an optimised customer experience
➢ Worked with cross departmental teams to look at service delivery approaches in the context of Balanced Scorecard and Benchmarking
➢ Close interaction with IT teams to refine the presentation layers of the reporting data structures while ensuring data quality and integrity
➢ Developed project scopes, strategy documents and resultant project plans for identified and approved projects
➢ Implemented web-based solutions for the QF Shared Services program to gather customer issues, enhance communication, and increase visibility of efforts of Service Centres
➢ Engaged with external consultancies (two of the Big 5) to advise on Service Centre performance and benchmarking multi-vendor system solutions from requirements to RFPs and beyond.
➢ Developed KPIs for all back office admin functions for QF HQ
➢ Conducted awareness sessions, workshops, and used other communication mediums to raise the profile of operational and strategic performance of the organisation
➢ Developed templates for SLAs, trained Service Provider focal points on expectations from the SLAs, KPIs, roles and responsibilities, etc.
➢ Enhanced semi-structured data quality for reporting readiness
➢ Developed a Service Catalogue for the QF HQ admin division to be used as a service menu for all customers
➢ Designed and conducted the first ever online version of “Voice of the Customer” survey for all QF customers, thereafter publishing the results and analysis of findings to reflect centre performance
➢ Wrote a white paper for implementing Business Intelligence within QF
➢ Developed a business case for service centre benchmarking for the QF HQ
➢ Provided subject matter expertise for data warehouse data, tools and processes to all users and stakeholders e.g. data sets in the data warehouse
➢ As part of the initiation of a major change programme, requested by the company to trigger off the first series of systems oriented projects
➢ Presented the steering group with a holistic view of the business function under study, illustrating with gap analysis, and ‘To-Be’ scenarios
➢ Facilitated BPR workshops leading up to identification of key elements of the project outcomes
➢ Designed all the relevant templates, both in terms of project governance and systems configuration (use cases, requirement documents, test scripts)
➢ Performed business analysis for the development and launch of the SIPP (Self Invested Personal Pension) product for this mutual society and investment bank
➢ Elicited, analysed, documented and validated complex business requirements.
➢ Worked closely with end users, developers, and management teams to investigate and document end-to-end business processes including complete customer journeys
➢ Provided support to the Product Development Team and liaised with various third parties to document back-office business processes and the subsequent detailed procedures
➢ Performed investigation and modelling of business processes, functions, information flows, and data structures, using structured and consistent techniques to define and document a suitable business solution.
➢ Perform business analysis activities for the integration of an enterprise-wide, Claims Management System for this market leading Insurance Services company
➢ Reporting directly to the Programme Manager and working within the framework of SCRUM methodology to employ an AGILE oriented environment
➢ Preparation of business packets to define Use Cases and functional/non-functional requirements
➢ Owning and championing issues/risks to align business processes to current system resources, and proposing configurable solutions
➢ Preparation of UAT test strategy and test scripts and seeking sign-off
➢ Responsible for business systems analysis and design activities for the largest independent mortgage brokerage company in the UK
➢ Carried out simultaneous business analysis of projects ranging from the development of a bespoke CRM system (Customer Case Tracking) to integration of an off-the-shelf document management system
➢ Implemented the Disaster Recovery Plan and worked on a Business Continuity project
➢ Supervised and streamlined the support function. Devised and implemented efficient systems to support a large mobile workforce of 350+ financial consultants
➢ Awarded Employee of the Month for Sep 2005 and January 2006.
➢ Responsible for system analysis and support activities for this market leading, food packaging company.
➢ Requirements capture and documentation of functional and technical specifications for development of bespoke in-house applications using structured techniques.
➢ Projects involved developing a sales order processing workflow and scheduling system for the main production business unit.
➢ Configured and implemented Multi-Company, Multi-User Accounting system on the network and aligned company procedures accordingly using the best practice approach.
➢ Responsible for client support aspects of secured outsourcing development projects
➢ Worked on concurrent full life-cycle projects from conception to delivery
➢ Liaised with clients to establish requirements & translate for development
➢ Acted as key interface between the client & the development team