Digital Factory Manager / Acting as Customer Management Solutions Manager
Orange - Jordan
Total years of experience :24 years, 1 Months
drive a transformational agenda and connect digital strategy to organizational and talent strategies
Lead and support on digital reinvention across Orange Jordan, including strategic transformation, technology enablement, embedding innovation, optimizing organizational structure, driving new skills, and working more agile.
Develop strategies and operating models to help Orange Jordan transform into a digital organizations, drive a transformational agenda and connect digital strategy to organizational and talent strategy (Technology)
Act as an advocate and leader in the strategic design process of digital projects, executing overall technical strategy and execution. Provide direction on technical deliverables, including journey maps, and roadmaps.
leading organizational change, communications, employee campaigns and workforce transformations
Build a collaborative environment where everyone works together to create a better working world (Business & IT)
Implement Agile methodologies within digital teams
- Manage two team (CRM Team Leader, Web & Integration) to guarantee coherency of Customer Management working as one SPOC between Business and IT
- Manage and set the department strategy supporting JTG Integrated Operator Model (Business and shared Units), covering Mobile, Fixed and Broadband Billing integrations, Shops Retail, Call Centers, CRM, Internet/Intranet Portals systems, Loyalty & Retention System, Retail POS, Internet/Intranet Portals systems, Payment Channels.
- Work with different business units to formulate and build their IT Road map. Manage Vendor Relations, Maintenance Contracts, Communicate with business units on Solutions studies, specifications, RFP’s and Time-to-Market processes. Plans & Maintain Directorate Budget (Capex/Opex).
-Formulate and manage the Operational Excellence Frame of work to fulfill commercial demand for Customer Care, Sales, Marketing and Corporate departments). This framework runs in parallel to PLM (project lifecycle management) process.
- Lead the business analysis function to ensure the business requirements are well defined and captured through the implementation of requirement management lifecycle.
- Ensure overall alignment between different business demands and IT, reviewing the capability of the applications in place and IT deliverables
- Formulate and implement the process, information and tools required to Quarterly review the Commercial roadmap, assess budget consumption and update roadmap
Achievements
- Utilizing Oracle e-Business Suite to create a customer data hub to provide a 360 degrees view customers (Fixed, Mobile, Internet).
- Introducing SharePoint2010 as a Content Management System, to implement Internet and Intranet portal for JTG. Being the first affiliate in the France telecom group to have the SharePoint as a portal, also as the first telecom operator in Jordan to adapt the SharePoint 2010 as content management solution
- Utilizing Intermec industrial tracking for Orange point of sales and distribution tracking thus making Orange the first Telecom in Jordan to utilize these industrial devices for Telecom uses
- Introduce the Mobile Application to the Orange Point of Sales activities (line registration, contract documentation, commission)
- My efforts in the “Convergent Billing” Project have been recognized on the company and France Telecom Group level, I have been awarded along with the team “Orange Bravo 2011” award for my personal dedication within the team and my ability to take challenges illustrating my Orange spirit.
- Responsible for the business analysis, design delivery of detailed business requirements alongside complex business processes relating to the JTG billing platform.
- Working with the business integration team to ensure transition requirements are supported by the platform.
- Evaluate changes in the product/solution and their effects on process, cost and timeline.
- Functional & technical design, test and deployment including the associated system interfaces, and duties that management deems needed.
- Lead and guide the client on strategies to best use Oracle CRM applications within client's infrastructure
- Support implementation of Oracle CRM Application suite
- Contribute to high priority requests generated by either the development team or business team to support resolution of production problems
-Document, validate, and test business process functionality in the Oracle CRM Application software
-Perform various direct marketing analyses including customer behavior and site behavior
-Pre-campaigning analysis and target audience selection utilizing various database marketing tools and systems
Achievements
- Implementing Customer Data Hub for Enterprise Business Unit (Fixed/Mobile/Internet).
- Implementing phase 2 of “Loyalty& Retention” application
- Re Branding of Orange Website, Pointing System, Bills2Bareed, SMS Account Manager.
- Implementing TRC Dummy Documentation Application for prepaid (Registration, Suspension, and Re-Activation).
Main Responsibilities:
- Gather and understand client system requirements for CRM software selections - Implement and deploy proven, packaged CRM functions.
- Analyze front office processes (sales, marketing and customer service) to identify opportunities for improvement.
-Perform gap analysis between package delivered functionality and client's requirements - Map client requirements.
- Participate to application customizations and extensions.
- Design and implementation of the CRM systems according to the applications implementation methodology.
- Understand key business process flows and make change recommendations based on system functionality and internal requirements.
- Provide technical specifications for application enhancements resulting from process improvement activities. Work with Oracle technical support on technical issues.
- Working on the integration between the billing system and the CRM to view bill summary information and bill images, as well as search customer records by account, order or product/item number - allowing customer service representatives to call up relevant data when responding to customer inquiries
Achievements
- Complete implementation of the Oracle Inbound customized modules.
- Enhance performance of the Oracle Inbound customized module.
- Implementing of the Oracle Outbound module.
- Developing ERP product modules (GL, AR, AP, Inventory, …).
- Gap analysis and development of the General Insurance product modules.
- Responsible for maintaining and new requirements for the Account Receivable module.
- Responsible for the integration of the General Insurance modules with the ERP modules
- Database and Interface design for the new requirements of the General Insurance system
- Implementing projects at customer sites.
Achievements
- Played key role in developing, analysis, implementation of the department key projects
- Arab Orient project (General Insurance & ERP)
- Arab Insurance project (General & Life Insurance & ERP)
- Al Ghad Newspaper Project (ERP, CRM, ADR)
- Summit Auto project (Vehicle Loans)
- Successful Data migration for the ERP application from Arab Insurance General application into Eskadenia's application
- Project Coordinator for Al Ghad project systems (ERP, CRM, ADR).
-Built standard ERP integration interface libraries that was used by all the company projects (Billing, Insurance, …)
-Mentor for the new members in the Enterprise team.
Oracle developer in the following projects :
- IFS : Ideal Financial Systems
- IDS : Ideal Defense Systems
- IHope : Ideal hospital Systems
VB programmer in the following projects :
- Hajeej Tracking System (For Sudie Arabia) .
- Inmate Tracking system (For UAE prison) .
-11i eBusiness Suite Essentials for Implementers. -11i Extend Oracle Applications – Forms. -11i System Administration. -11i Financials Functional Foundation. -11i Use and Implement CRM Application Foundation
Average of 78.7% (V.good)
Jordanian General Secondary Certificate (Twaigihi) with the average of 77.6%
