Business Operations & Controls Manager for EMEA & Canada
IBM
Total years of experience :18 years, 7 Months
-Responsible for operations management
-Facilitate the business unit management review processes and system
-Provide operational support to the business unit leader, including: revenue and profit performance analysis, account growth and erosion analysis, financial performance, gaps, key initiatives.
-Manage and improve processes, measurements and deliverable standardisation to ensure effectiveness and efficiency.
-Maintains close linkage to GEO/IOT and global BU counterparts within the BMO to advance standard processes and deliverable.
-Recognise complex problems related to functional objectives.
-Analyse situations and implement solutions, or develop new system elements, procedures or processes.
-Provides ongoing technical /operational guidance to lead professional work teams, conducts special projects, or manages department(s) (national or international).
-Understand department/ functional mission and vision.
-Defines and decides objectives within specified business concept or project and may have responsibility for tools and assigned resources.
-Utilises expertise to directly influence people outside department or function.
-Accountable for department results and for activities and/or projects involving multi-functional teams.
-Regularly participates in overall functional program planning.
-Scope of responsibility spans IBM support team distributed Internationally across EMEA
and with the TSS WW group.
-Strong understanding of TSS Hardware Service Delivery process
-Servicing System X Hardware in a Remote and Field environment
-To act as the primary Service Delivery Interface for the GCC Cairo
-Ensure the GCC Delivery Centre both meets and exceeds Operational KPI
-Ensure IMT/ IOT attains Customer SAT objectives
-Identifies and Drives to closure all Product and Process Operational tuning actions
-Provides IMT/IOT with Product and performance deviation reports
- Implementation of Cost Takeout actions in support of GP and Cost Improvement activities
-Implements ECA Implementation plans and cost management
-Establish and drive the IMT delivery teams to attain Consistent Quarterly Scorecard Attainment.
-Work with OLCM to ensure Cairo team drives performance improvement.
-Ensure Cairo influence is managed and corrective actions in place, work with Client Experience Team.
-Work with IMT’s and OLCM to close tuning actions & Perform Analysis.
-Work to identify issues and concerns & produce Call and Product analysis.
-Work with OLCM to produce and manage Roadmap Savings & CTO.
-Ensure Adherence to ECA Processes & Tracking within Cairo Tech Support Centre.
-Drive Cairo Teams and work with IMTs Delivery Teams to attain Scorecard Targets.
-Supervises/manages the daily activities and performance of the Account Advisors
-Generates and sends agreed reports to clients regularly as per client requirements
-Handles Account Advisors needed for on-job training and coaching
-Monitors transactions to ensure that QA standards are met
-Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
-Manages difficult calls by acting as first line of escalation
-Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
-Adheres to all schedules (Advisors / operations / Monitoring)
-Asses the Advisors performance on monthly basis and calculates variations on set standards
-Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
-Generates monthly invoices (for monthly projects)
-Performs daily pre-shift or post-shift meetings with Advisors achievements, targets and new updates
-Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
-Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
-Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
-Logs and acts on client’s requests
-Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
-Maintains staffing schedule during hours of operations whilst accounting for absenteeism
-Adheres to monitoring schedule sent by Work Force on unit on a weekly basis
-Adheres to the Team Leaders schedule communicated by the Work Force unit
-Ensure achievement of KPIs
-Deals with variances from KPIs standards
-Ensures that end-user privacy policies are properly implemented
-Ensures that Team members adhere to Company policies
-Built up data and ensures that all data on project’s K-base remains updated
-Performs other related duties
- Handling and troubleshooting customer’s issues and achieving customer satisfaction.
- Provisioning the new installations and follow up with the customer.
- Escalate the process to Tier2 when exceeding SLA and handle customer anger.
- Supporting Internet Connection over different technologies ADSL Copper Line, GPON Fiber Optics, HFC, WiMax and 3G Modems.
- Configuring CPEs Like ( ONT, Routers, HFC Modems, RGW, Repeaters, and STBs)
- On delegation as Floor Support I was responsible for supporting agents with their quires, give permissions for short break based on availability of the queue.
- On delegation as a team leader I was responsible for generating CMS reports, create the MTD reports of the team containing AHT, Utilization and adherence, creating KPIs report of the team and send it to HR, communicating with work force for schedule updates and break moves.
- Covering our clients' queries and issues, for 24/7.
- Handling customers' queries to assure customer satisfaction.
- Troubleshooting and resolving technical problems on site.
- Supporting Hp, Dell, IBM, Cisco, Juniper and ACTi hardware and software issues.
- Supporting Microsoft Windows Server 2003, Microsoft ISA Server 2006, Microsoft Windows 7, and Microsoft Windows XP, Microsoft Office 2003 - 2007 - 2010, Symantec Endpoint Protection Software installation, implementation and issues.
- Supporting IP Surveillance Cams infrastructure and NVR System.
- Supporting network infrastructure hardware (LAN - Wireless)
- Supporting web services over Linux Centos Server (Cpanel, WHM, Virtuozzo)
- Supporting web services over Windows IIS.
- Performing help desk and consultancy for internal employees.
- Reporting to the IT Manager.
- Perform helpdesk and support employee's technical issues (Hardware & Software)
- Troubleshooting the local area network, Wireless Network and WAN (Hardware & Software)
- Managing email accounts over the email server.
- Supporting Microsoft Windows 7, Xp and Office 2007
- Supporting Linux web server and services.
- Handling the employee's technical issues.
- Consultant & technical support for multimedia and communication sectors.
- Administrating the audio engineering & installation for live taking.
- Projects management & administration.
- System engineering & web mastering.
- Web Hosting and Managing Accounts over Linux Servers.
- Covering our clients' queries and issues around Egypt, for 24/7.
- ATMs troubleshooting and resolving hardware, software and technical problems.
- Resolving technical problems within "on Site Repair Time".
- Handle the communications' and network issues with the other Dep. And ISPs.
- Supporting HP, Compaq and Dell (PCs / Laptops) hardware and software issues.
- Software Maintenance Including: Win Server 2000, Windows XP Embedded.
- Clients: CIB, MIBank, National Bank of Egypt, Banque Du Caire, Faisal Islamic Bank, Egyptian Gulf Bank, Arab African International Bank, Egyptian American Bank, National Bank For Development and Arab International Bank.