Program Manager | Agile Delivery Manager | Strategic Initiatives
Emirates Airlines
مجموع سنوات الخبرة :18 years, 5 أشهر
Successfully delivered Emirates Premium Economy Program (Strategic Initiative) for Day of Operations (1-Aug). Currently leading few technology breakthrough initiatives for EK Airport systems along with managing Emirates Departure Control System related initiatives, enhancements and BAU support
• Conceptualized and managed E2E development and delivery of world’s first check-in Robot (Sara) for Emirates Airlines (9-Mar-23)
• Program managed and delivered the new state-of-the-art DIFC Check-in facility at ICD Brookfield (27-Apr-23)
• Currently managing a complex large program to develop a new MIS system
Head the Product Development of a cloud hosted e-Commerce platform taking complete ownership of the development and the delivery
Drive the product development with a cross functional team of ~ 20 team members across all areas (Solution architecture, Engineering, DevOps, UI/UX).
Collaborate with customers, manage customer expectations, conduct Steering committee meetings and manage all internal and external stakeholders
Provide thought leadership, ensure program governance and build a high performance team to maximize output.
Work closely with business owners, software architects, and engineers to ensure that the development is aligned with the program vision, streamline the execution of program priorities while maintaining the conceptual and technical integrity of the features or components for the respective teams throughout the product life cycle.
o Program Management for Strategic Accounts reporting into Global Head, Program Delivery
o Work with functional stakeholders to build detailed program plans and KPIs and then partner with them to drive the successful completion of milestones on time
o To facilitate regular meetings with stakeholders, including our customers and product development teams to ensure program plans are on track
o To use project management tools to track and report the progress of programs vs. plans, as well as KPIs against targets
o Anticipating risks, finding cross-functional issues and resolving proactively
o Champion change and effectively manage the implementation of new ideas and processes
o Influence a diverse set of stakeholders through excellent relationships, deep domain expertise and a commitment to driving informed decisions
o Partner with diverse roles (technical, non-technical and executive) across the organization to ensure successful outcomes
o Product Management of Mercator’s PSS (Passenger Services System) product suite catering to medium sized Network and Hybrid Carriers aggregating to 22 million annual passenger volumes o Developing product strategy - presented to CEO and the Executive team o Representing Mercator in various forums including PSS conferences o Due diligence for prospective Merger & Acquisition - Worked directly with the CEO and his executive team on the HPE and SITA PSL Platform acquisition pursuits gaining great insight to the underlying valuations of the business entities and helping drive our acquisition strategy though the deals were not successful o Responding to RFIs, RFPs o Assessing market competition by comparing the company's product to competitors' products o Collaborating with Business Development team for identifying market opportunities and product gaps o Creating Product Road-maps embracing current market and technology trends o Developing and implementing a company-wide go-to-market plan, working with all departments to execute o Analyzing potential partner relationships for the product o Driving a solution set across development teams (primarily Development/Engineering, and Marketing Communications) ACCOMPLISHMENTS: o Defined PSS product vision and strategy and presented to the CEO, Executive team, Investors and customers o Worked closely with commercial team in defining the PSS business case and assessing the commercial viability o Due diligence for prospective Merger & Acquisition - Worked directly with the CEO and his executive team on the HPE and SITA PSL Platform acquisition pursuits gaining great insight to the underlying valuations of the business entities and helping drive our acquisition strategy, although the deals were not successful o Engaged with multiple vendors, participated in discussion with industry thought leaders and various conferences to understand market trend and identify product opportunities to complement Mercator PSS Suite of solutions o Product Managed Mercator’s PSS product suite catering to medium sized Network and Hybrid Carriers aggregating to 22 million annual passenger volumes o Participated in defining the de-migration strategy for Mercator PSS customers o Streamlined Pax Revenue Accounting product roadmap, redefined and optimized delivery process resulting into better visibility, predictability and increased customer satisfaction
• Managing PSS Program (Reservation, Fare Quote and Ticketing, Departure Control System, Call Centre application, Internet Booking Engine) for all Mercator hosted carriers (8 customers)
• Managing all PSS RFPs (Request for proposal) and assisting in Pre-sales activities
• To engage with Mercator customers/stakeholders on a regular basis (onsite and offshore), understand and manage stakeholder’s expectation
• Understand, analyze and plan delivery requirements. Define, negotiate and agree the work program with Customer and Mercator management team and take complete ownership for its delivery. To facilitate periodic service review meetings with customers and to track all the actions to closure
• Develop strategies and processes with customers in areas such as Enhancement and Support workflow, Billing process, performance metrics and measure, escalation, change management and communication
• Managed business support team to resolve customer raised issues and to take proactive measures
• Identification of project risks, plan mitigation, manage risks and issues and reporting project status to the senior management
ACCOMPLISHMENTS:
o Led the due diligence for PSS Transition program for Mercator from Emirates end (as a vendor) post carve out of Mercator from Emirates in 2014
o Successfully managed Mercator relationship taking complete ownership of the delivery (product development, enhancements and support) for all Mercator PSS customers (8 customers)
o Managed relationship with Mercator PSS customers, visited customers periodically to understand and resolve teething issues and concerns, to provide guidance, understand expectations and provide feedback to the product development team to prioritize features and functionalities
o Defined engagement model with Mercator and implemented processes across various areas such as Change Management, Billing process, Performance metrics and measurement, Governance model
2nd Rank - GPA : 6.7/8.0
Grade: GPA : 8.3/10
Score : 81.9%