Seif Alhamrany

• Founded and lead a Dubai-based consultancy specialising in digital transformation, operational excellence, customer operations and
AI-enabled performance improvement.
• Advising organisations on customer service transformation, contact centre optimisation, process improvement and technology
enabled operational change.
• Developing tailored consulting solutions covering strategy, operating models, performance analytics, change management and
technology implementation.
• Supporting organisations with the implementation and optimisation of customer engagement technologies, including speech analytics,
real-time agent assist, knowledge management and workflow automation.
• Translating business challenges into practical transformation roadmaps, measurable improvement initiatives and sustainable
operational outcomes.
• Building strategic relationships with clients, technology partners and professional services organisations across the UAE and
international markets.
• Leading business development, client acquisition, proposal development, commercial negotiations and consultancy delivery.
• Establishing Novimas brand, service portfolio, digital presence, governance framework and operating model.

• Provide strategic leadership and operational oversight for complex financial processes
and transformations
• Drive process optimization initiatives using data-driven methodologies to enhance
operational efficiency and effectiveness
• Serve as key stakeholder liaison, translating business requirements into actionable
implementation strategies
• Develop and monitor performance KPIs to ensure continuous improvement and
operational excellence
• Lead change management initiatives across multiple business units and functional areas
• Team Leadership Excellence: Successfully managed and developed a direct team of 35
finance professionals through major organizational transformations, maintaining high
performance standards and employee engagement
• Cloud Migration Success: Directed the seamless migration to Microsoft Dynamics 365
cloud solution, aligning technology upgrades with finance operational needs while
achieving minimal disruption and zero downtime
• Process Improvement Champion: Implemented Lean/Agile frameworks resulting in
measurable efficiency gains across all departmental processes and workflows.

• Leading digital transformation initiatives across customer service operations to drive efficiency, performance and customer outcomes.
• Implementing and optimising Verint technologies, including Speech Analytics, Work Assist, AQM, KM Pro and Wrap-up Bot.
• Developing Power BI reporting solutions using CRM, Avaya and Verint data to support operational decision-making and improvement.
• Driving MS365 and PowerApps improvements to digitise workflows, streamline business processes and reduce manual activities.
• Analysing customer interaction data to identify improvement opportunities and strengthen customer service delivery outcomes.
• Collaborating with business stakeholders and technology partners to deliver transformation and operational improvement projects.
• Facilitating change management activities to support the adoption of new technologies, business processes and ways of working.
• Monitoring operational performance metrics to drive continuous improvement and sustainable operational business outcomes.

As the Manager of Customer Service, I managed a team of 17 employees and handled a workload of 20, 000 incoming mortgage related calls per month. I implemented new processes within the team, focusing on the Lean methodology. By maintaining close customer contact and conducting improvement sessions, I identified customer needs and translated them into actionable business requirements. I ensured adherence to service level agreements, such as answering 80% of calls within 20 seconds and providing all necessary calculations within 5 working days.

• Oversaw day-to-day IT service desk operations, including incidents, service requests and escalation activities across the organisation.
• Coordinated technical support for internal users, ensuring issues were prioritised and resolved within agreed service levels.
• Partnered with IT teams, vendors and business stakeholders to resolve recurring technical issues and improve service delivery.
• Monitored service desk performance metrics to identify trends and support continuous improvement initiatives and outcomes.
• Maintained effective communication with users regarding incidents, service requests and resolution timeframes throughout delivery.
• Facilitated knowledge sharing activities to improve support consistency and enhance user support experiences organisation-wide.
• Reviewed service desk processes to strengthen operational efficiency, service quality and service management outcomes.
• Supported technology improvement initiatives aligned with business requirements, operational objectives and user needs.

As the Manager of the IT Service Desk, I supervised a team of 10 employees and managed a workload of 3, 500 incoming calls per month, encompassing telephone, email, and personal visits. I implemented new processes aligned with ITIL standards and maintained regular customer contact to identify improvement areas. Additionally, I reported to the Direct Report Group on a monthly basis, ensuring compliance with incident, change, problem, and service level management processes. I successfully transformed the team from a helpdesk to a skilled service desk by fostering collaboration with other IT departments.

• Directed change management activities across technology projects aligned with governance requirements and business objectives.
• Facilitated Change Advisory Board meetings to review, assess and approve the overall technology changes and implementation plans.
• Evaluated change requests to identify risks, dependencies and potential impacts on business operations, systems and services.
• Coordinated stakeholders, technical teams and vendors to support the successful implementation of approved technology changes.
• Monitored change activities to ensure compliance with established governance frameworks, policies and organisational standards.
• Communicated change schedules, impacts and implementation requirements to stakeholders, business users and technical teams.
• Reviewed post-implementation outcomes to identify lessons learned and support continuous improvement and governance initiatives.
• Maintained change management documentation, records and reporting to support audit requirements and governance compliance.