Vice Chairperson
Dubai Quality Group - Cutsomer Care Subgroup
Total years of experience :37 years, 2 Months
Executing the vision of elevating Customer Service across Dubai and make UAE and Dubai as No. 1 in the world in Customer Service Excellence.
The Subgroup is actively working towards developing service excellence standards and methodologies across Dubai.
Executing the vision of elevating Customer Service across Dubai and make Dubai as No. 1 in the world in Customer Service Excellence.
The Subgroup is actively working towards developing service excellence standards and methodologies across Dubai.
Quality Expert
Strategy and Corporate Excellence Department of Dubai Customs is a key department ensuring organization wide strategy alignment and execution.
I am currently designated as Acting Quality Section Head, in charge for all Quality related activities, including maintaining of standards (more than 10), quality audit planning, training and budgeting.
I am also leading a critical project that involves streamlining Dubai Customs services, responsibilities and processes, focused around optimization of resources.
I have developed a customized methodology that revolves around managing customers’ expectations to redefine Dubai Customs services. This methodology is used to prepare a baseline for the “Dubai Model for Government Services” and is targeted towards Customer Service Excellence.
I am also playing a key role in devising a Service Costing Methodology for Dubai Government, project initiated by The Executive Council, as a part of this important Dubai Model initiative.
I have developed a customized methodology that revolves around managing customers’ expectations to redefine Dubai Customs services. This methodology is used to prepare a baseline for the “Dubai Model for Government Services” and is targeted towards Customer Service Excellence.
Business Excellence Center was a corporate department of Dubai World with following Vision and Mission:
My team wsa able to deliver as per our mission by keeping a strong focus on alignment of the business processes with Strategy and Business Excellence.
BPM Discipline Expertise
I am also proud to be considered as a regional authority on the Business Process Management (BPM) Discipline and have presented various papers in regional and international BPM summits and conferences.
Methodology Expertise
Evolved BPM roundtrip methodology covering all phases of BPM.
- Developed Business Process Engineering Methodology for Dubai Customs Reforms and Modernization Program (RMP). This methodology is being established as a gateway for using Enterprise Architecture (EA) tool.
Evolved various process and value optimization frameworks
- Worked with Dubai Customs EA team to develop EA framework for the purpose of aligning Processes to Organizational strategy, Vision, Mission and EFQM framework.
- Worked with my team to evolve process and value optimization frameworks for various lines of businesses including Real estate and Retail Shopping Mall Management.
Change Management Expertise
- I have developed expertise in devising the right Change Management Methodology to suit the cultural and maturity aspects of an organization.
Group IT consolidation Project
I lead the project for Dubai World, fulfilling following objectives:
• Reduced overall cost (e.g. server and software costs)
• More flexibility for the Business Units
• Improve data protection
• Maximize resource utilization
• Easier revision control and monitoring
• Simplification of management within Information Technology Center functions
Value Optimization projects
- My team has delivered various Process Improvement projects across the group. Working for these projects for Dubai World, we have identified value addition in excess of AED 150 Million.
Al-Futtaim Group was established in the 1930s, operating essentially as a trading enterprise. Trading franchises include; Toyota, Honda, National Panasonic, Sanyo, Toshiba, ACE Hardware, IKEA and a number of other prestigious brand names.
Today, the Al-Futtaim Group of Companies is one of the largest and most successful privately owned business houses in the lower Gulf region with about 109 companies in its fold and with a workforce numbering upward of eight thousand from over twenty countries. Al Futtaim Group has been certified as a SAP Competency Center.
Implemented SAP R/3 and Upgraded to mySAP Enterprise Suite:
Project Management & Business Process Reengineering Experience
Headed the Group IT Portfolio Management, Business Process Management Projects and IT Training for the entire Group utilizing SAP e-learning platform.
The Enterprise Project Management tool used for IT Portfolio Management is in direct compliance with PMI Project Management methodology, and provides provisions for maintaining Risks and Issues related to Projects.
As an identifier of critical business functions and improvement opportunities, I had reviewed and reengineered various business processes for a variety of lines of business in the group leading to optimized business processes with a focused approach.
My experience in ERP implementation has helped me in evolving practical implementation / upgrade methodologies.
SAP R/3 and mySAP Enterprise Suite Experience
Business process mapping, documentation for implementing mySAP CRM 4.0 for Group Companies. Utilizing SAP solution manager for establishing a group-wide e-learning portal. During the phase of Post Operative Support, I was designated as a Customer Service Center support person for SAP R/3 Financials and Controlling. I acted as the front line of support for prompt resolution of SAP FI/CO related system issues.
Hinopak Motors Limited, Karachi, Pakistan, was a joint venture between Al-Futtaim Group, UAE, Hino Motors of Japan and Toyota Tsusho of Japan. As an ISO9001 certified manufacturer of bus bodies and chassis, the company is reputed for its professional workplace and commitment for quality. The company has made sizeable investments to harness Information Technology for higher productivity and profitability in its line of business.
• Manager Information Systems
As a Manager of Information Systems, I was responsible for Overall Information Systems requirement planning, support and budgeting for hardware and software.
• Business Analyst
As a Business analyst, reviewed coding & procedures of Manufacturing, Financial and Accounting functions to suggest modifications in application software/existing coding and procedures of Hinopak and other Al-Futtaim Concerns in Pakistan i.e., Al-Ghazi Tractors, Domestic Appliances & Agri Autos.
Philips Electrical Company of Pakistan Pvt. Ltd. is a leading manufacturer of electrical lights and bulbs in Pakistan with strong industry relations with the world famous Philips Corporation.
• Financial Analyst and Financial Management
As a Financial Analyst I was responsible for creating feasibility studies of special projects; Hire Purchase sales, Break-even and DCF analysis.
Specialized in Leasing Analysis through attending Leasing Seminars, and building PC based models for Leasing Analysis, in view of current Tax ordinance.
Assisted in Banking and Financial operations of the Organization.
Performed daily bank position monitoring in running finance funds availability with 13 banks.
Reviewed and formalized loan and lease agreements.
• Operational Audit
Performed operational Audit of existing procedures in finance division and reported to headquarters in Holland on Internal/Operational Audit through various questionnaires and review reports.
• Business Analyst
As a Business Analyst I supervised the systems analysis, designing, and implementation of Import Financing MIS on IBM System 36 and PC.
Also designed and programmed PC based Debtors Analysis MIS.
I was the team leader for automation initiative taken for manual Financial Processes; Cash forecasting, Staff house building loan calculations, Cash flow forecasting/budgeting and Loan vs. Leasing Analysis.
Excellence Award Distinction in MIS
My thesis was titled "Role of Expert Systems in Finance and Accounting"
Post Graduate Diploma, in collaboration with IBM
Bachelor of Science (BSc) in Mathematics, Physics and Statistics