Shamsher Khan

Leading Maintenance Service Desk Teams of approximately 25 team members across 12 countries, this role holds the primary responsibility of the following activities: -

• Implement the Servicemax Field Service Management software system and ensure all key stakeholders in 12 countries are trained and on-boarded effectively.
• Oversee the management of 2500+ stores and a team of 200+ direct and indirect team members.
• Ensure a seamless automated workflow for all daily maintenance work requests, including efficient planning, scheduling, and execution
• Act as a point of escalation for both restaurants and technician population, and produce robust reporting with KPI data, management insights, and root cause analysis.
• Maintain high SLAs and service standards, with a focus on achieving a high First Time Fix Ratio and low recalls.
• Administer and implement the warranty process, prioritizing legal compliance and safety activities to ensure regulatory compliance.
• Lead and motivate the Service Desk team, providing training, 1-2- 1 's, and personal development opportunities.
• Contribute to the technology roadmap and strategy for improving services, producing resource and delivery plans in conjunction with support tickets and operational checks.
• Drive the quality of the team's output and ensure the best use of technology to improve the user experience.
• Work closely with key stakeholders to deliver a self-service capability and promote its use to improve end user satisfaction.
• Create and implement a Planned Preventative Maintenance regime that meets manufacturer/franchisor requirements and improves asset performance, identifying opportunities to implement a more cost-effective model for delivering maintenance services
• Analyze service level agreements with providers to ensure best-in-class support and identify opportunities to improve performance and service level agreements.
• Continually review performance to improve safety, costs, and standards, and work with the Legal and Compliance department to mitigate risks.
• Develop and implement policies and procedures and control the annual administration and manpower budgets for the department to be cost-effective.
• Present monthly reports and necessary data to Senior Management and Key Stakeholders.

Administration - Reporting to the Manager HR. Leading a team of approximately 12 team members, this role holds the primary responsibility of the following activities:-

• Collaborates closely with the HR Manager to develop and execute HR and Administration policies, procedures, and systems.
• Develops and manages the department's annual administration budget (CAPEX & OPEX) and manpower budget, emphasizing cost-effectiveness.
• Oversees office management duties such as general maintenance and procurement of office equipment to ensure smooth business operations.
• Ensures efficient company facility management to promote uninterrupted operations
• Optimizes resource utilization and implements cost-saving strategies while managing the company fleet.
• Manages company events, including staff parties and customer events.
• Guides and leads receptionists, drivers, office boys, and other outsourced staff while managing their performance
• Renews trade licenses, lease agreements, general insurances, and medical insurances, among other things.
• Supervises procurement-related activities involving stationery and other admin service providers, including conducting final negotiations with suppliers to secure the best possible rates.
• Manages travel arrangements, such as tickets and hotel reservations, for employees and visitors.
• Implements and monitors mechanisms to gauge customer satisfaction, continuously raising the benchmark levels.

Leading a team of approximately 7 in-house and outsourced team members, this role holds the primary responsibility of the following activities:-

• Works closely with the AVP - Finance in developing & implementing Administration policies, procedures and systems.
• Prepares and controls annual administration budget (CAPEX & OPEX) and manpower budget for the department with a focus on being cost effective.
• Office management including general maintenance, purchase of office equipment to ensure business runs smoothly.
• Manage receptionists, drivers, office boys and other outsourced staff and manage their performance and guide and lead the team.
• Renewal of trade licenses, lease agreements, insurances etc.
• Manage Attendance management system for all offices.
• Assist HR in HR related activities like ensuring proper filing of employee documents, issuing of employee letters etc.
• Supervises procurement related activities related to stationery and other admin service providers including conducting final negotiations with suppliers to obtain the best possible rates.
• Providing Customer / Employee Support in terms of the Pre-employment, On Boarding and Post Employment
• Managing travel arrangements like tickets, hotel reservations etc. for employees and visitors.
• Implement and monitor mechanisms to measure customer satisfaction while always raising the benchmark levels.

Director: HR & Administration. Leading a team of approximately 25 in-house and outsourced team members, this role holds the primary responsibility of the following activities:-

• Works closely with the Director - HR & Administration in developing & implementing Administration policies, procedures and systems.
• Prepares and controls annual administration budget (CAPEX & OPEX) and manpower budget for the department with a focus on being cost effective.
• Suggests and implements cost effective measures in area of work.
• Supervises procurement related activities related to stationery and other admin service providers including conducting final negotiations with suppliers to obtain the best possible rates.
• Ensures leased vehicles in the office are maintained in the most economical manner and in line with the contract. Also ensures all required documentation related to insurance, registration renewals, etc. is in order.
• Initiate negotiations with landlords (office space & parking) at the time of tenancy renewals to obtain the best possible rates.
• Resolve complaints and implements / modifies processes to minimize recurrence of such complaints.
• Liaise with Government offices like DEWA, JAFZA, Immigration, RERA, Land Dept., RTA for resolving issues as they arise.
• Suggest and conduct employee and community events in line with agreed objectives.
• Implement and monitor mechanisms to measure customer satisfaction while always raising the benchmark levels.
• Approve request for payment related to facilities as per DOA.

Reason for leaving - Redundant

the Vice President - HR & Administration, my key job responsibilities were as under:-

• Lead a team of approximately 15 members to ensure effective delivery of administration services to over 300 employees that apart from usual administration duties included handling processes related to visas, travel arrangements, liaising with immigration and free zone authorities, license & lease management, etc.
• Ensure world class standards in company managed guesthouses spread across MENA & African region.
• Supporting the Legal department in setting up of branch offices & guesthouses in the region.
• Handling staff transportation, mail distribution, utility payments, NOC's, Salary Certificates & Service letters for Employees.
• Setting the fleet management for including improved management of cars, organizing fuel cards, planning of servicing, recording of tickets, fines, expiry of leases, security passes, etc. Supervision of their utilization & tracking renewal of its insurance & licenses.
• Liaising with vendors, suppliers, landlords and agents, preparing purchase orders, generating contracts & agreements, supervision of deliveries and following up for their payments.
• Preparing standard operating procedures (SOP) for the office to ensure efficient personnel management
• Performance appraisal, attendance & leave verification for department.
• Determine effective ways of improving internal processes in close interaction with the management
• Develop, recommend and control approved budgets.