Senior Operations Manager
NAQLA FOR TRUCKING AND TRANSPORTATION
Total years of experience :15 years, 9 Months
Managing the operations from/to the 7 ports (Alexandria, Dekheila, Damietta, Sokhna, Port Said West & SCCT). Create and Implement Operational and cross functional processes in order to improve the workflow.
Train, plan, direct and control all operations resources to ensure timely and efficient management of shipments and internal hub operations.
Responsible for overall operational management and performance
Assign tasks to operation team according to schedule.
Ensure that the process and employees are working smoothly and efficiently.
Achieve KPI commitment.
Supervise staff to ensure that safety best practices are being followed while handling shipments.
Train and develop industry best practices and SOPs to operations and customer service team members.
Evaluate all aspects of employee performance and provide coaching or discipline as needed.
Provide operations staff with guidance and support to cope with volume growth.
Reassign responsibilities based on change in volumes or geography.
Reporting to the CEO
Managed the whole company operations (Sales, Operations, Logistics, Marketing, Customer Care & Call Center) including more than 7000 drivers.
Prepared and executed the company operational strategy.
Set & Achieved productivity targets are set through designing and implementing a clear logistics strategy.
Created Policies and Procedures related to management and operations.
Accountable for reporting including budgets and profit and loss alongside the Finance Team.
Built, developed and nurtured effective working networks (internal and external) including suppliers and transportation companies.
Plan work rotations, assign tasks appropriately and appraise results.
Worked alongside Group Human Resources recruit, select, coach and motivate employees.
Provided analytics and statistical reporting related to the productivity and operations.
• Establish "Customer Service" protocol for company and a separate one for vending.
• Complete the Vending Products Portfolio by Launching the Beans, Grounded Coffee & Frappinos as new products.
• Developing a project for the company's entry into the Capsules System for both commercial and home use applications.
• Developing key accounts sector for the vending.
• Responsible for managing the distribution operations and functions within the vending company (warehousing, transportation of goods from production site to consumer to client, Review and approve purchase orders, devise routes for shipments)
• Developing a reporting system for all aspects of the vending operation.
• Investigate efficiency and suitability of current vending machines for market needs.
• Evaluate current Vending Division suppliers & identify new alternatives.
• Establishing excellent relationships with all Vending Division customers by continuous follow up & customers’ retention programs
• Developing Machine maintenance protocol, Spare parts management& new workshop design & execution.
• Drive strict compliance to the Marketing Equipment governance policies and procedures by monitoring:
- Implementation of Monthly CR Certifications
- Timely SAP/ APEX update with coolers information
- Planning and execution of the coolers cycle.
- Analysis of spend to allow more effective spend, with clear focus on total cost of ownership, quality & service.
• Negotiating & purchasing of the coolers for both local and international suppliers & Development of new suppliers to ensure there are at least 2 alternate sources of supply for each item.
• Drive automation projects through partnering with BIS, Control and MEM teams to migrate MEM module on SAP as well as future IT enabled road map.
• Work with Controls, MEM & BIS teams to continuously identify process controls improvement through internal risk assessments, benchmarking against best practice, and performing fit to gap against new PIRT version releases.
• Coordinate and drive MEM quarterly KC’s testing with inputs form MEM, Sales and Control.
• Monitor identification and implementation of control remediation plan.
• Drive productivity of coolers by designing & tracking VPOs and other KPIs scorecards.
• Applying the LEAN Methodology to the coolers whole cycle.
• Partner with Control team to ensure annual control awareness workshops are conducted for all MEM teams.
•• Reports to HOD (Business) Manager & complies with & adheres to company policy.
• Coordinates with operations department regarding the fleet
• Cooperates actively with management, subordinates & customers to ensure objectives of department & company are met.
• Reviews & interprets financial & operational information. Coordinates & develops periodical financial & operational analyses& prepares business reports for upper management.
• Audits current working procedures & develops on them to improve the operating quality & efficiency of the department to meet pre-set service objectives.
• Recommend the purchase of equipment & supplies according to operational needs & develop justifications & cost/benefit ratio analyses for operations spending & initiatives
• Supervise team, provide guidance & direction & manage staff development, training & performance
• Responsible to ensure proper company representation through operations & in leading by example, according to company policy & branding issues
• Budget planning (vehicles, coolers and accessories, uniforms, ..)
1- Developing of a New Nestle Cooler Model
2- Project Manager of Cleaning project in the after fire renovation of the factory
- Support and development of sales & service provision in the French speaking countries
- Preparation of technical proposals
- Evaluation of software to be used by the company
- Product line management for Metal Forming Fluids
- Quality Management System ISO9001
a. Quality Manager
b. Internal Auditor
- Financial / logistics procedures for export
a. Letters of Credit
b. Bills of Lading
- Safety issues
a. Safety Training
b. Coordination of safety issues
- Accounting issues
Preparation of “expenses” and “sales invoices” documents for the company accountant
- 6. Training
a. Soft skills
b. Technical and Safety
• Manage VGE products & solutions activation/deactivation requests within SLA.
• Maintain ownership and control of all incidents making sure that none are ''lost'' and co-ordinate resolution.
• Support the VF group operations staff through solution live testing.
• Manage escalated cases to 2nd line of support internally & externally (vendors).
• Respond to services team inquiries (GSMs, GAMs, LSMs, NAMs & customer solutions team).
• Log incident, perform diagnostics & analysis of the issue, escalate it to the relevant stakeholder, follow up and close case upon resolution
• Co-ordinate restoration with appropriate teams. When an incident is unresolved or requires more than one party to resolve. Facilitate a conference call with key players.
• Fully Support Incident, Problem, SLA and Change Management according to ITIL standards.
• Generate (revenue & non-revenue) reports using various available tools for both internal (VGE) & external (customers) use e.g. GORR & VT-IS TTS
• Ensure continually hands on with solution and systems. Disseminate information to other team members.
• Provide recommendations to refine existing processes documented.
• Implement best practices for products & services evolution. Participate in training for ER and Billing tools and processes
• Develop existing knowledge of Solution by using test systems, familiarise with documentation and processes etc
• Manage Set Up of own GESC tools to support Solution (i.e. ensure GESC agents can log tickets in MNC application, documentation posted in library tools for the team)
• Ensure communication to team is timely and relevant, delivering key information in order to foster performance
• Record and manage all necessary ‘Configuration Items’ upon set up in order to support the MNC ongoing.
• Be actively involved in Service Review Meetings to drive service improvements
- Performing Detailed Thermal Design for Conventional Heat Exchangers.
- Performing Detailed Mechanical Design for Conventional Heat Exchangers.
- Rating for existing Thermal Design of Heat Exchanger
- Performing Detailed Thermal Design for Helix Exchanger (property of LHT).
- Performing Detailed Mechanical Design for Breech Lock.
Specialization: Chemical Engineering, B.Sc. Graduation Year: 2007 Graduation project: Production of Styrene with very good grade. - Attended Crisis Management Course. - Attended Project Management Course. - Attended Engineering Economy Course. - Attended Solving Problem Course. - Attended Presentation & Communication Skills Course. - Attended Industrial Safety Course with very good grade. - Attended Water Treatment with Excellent grade. - Attended Water desalination course with a good grade