Global Program Manager
Shell International
Total years of experience :19 years, 10 Months
• Global Programme Manager for Peak Performance - a programme to improve retail frontline sales staff performance and overall organisational effectiveness enabling effective delivery of Customer Experience and Marketing strategy through retailers and dealers
• Generating an estimated USD 50 million value globally through improved frontline performance
• Chief architect of the program with a project team of 8 senior cross functional subject matter experts, 2 direct reports and an implementation team of 5 people
• Program scope of 14 countries in 2014 and expanding to 20+ countries in 2015 across Europe, Asia & Americas
• Designed and developed:
o A framework to define the roadmap for a world class, customer focused organization
o A recruitment, performance and reward management system for Territory Managers
o Competence and training roadmap, including training content
o Established “Structured Coaching” as a key driver for frontline competence
o Support structure and expectations from supporting teams
o IT Roadmap and tools to support frontline delivery
• Regularly liaised with senior leadership to rally support and drive for the program objectives including the Executive Vice President Retail and other Vice Presidents and GMs in the organisation
• Worked based in London and extensively travelled to various markets gaining valuable experience in managing diverse nationalities and expectations in a global business
• Contributed to design and delivery of customer experience strategy as part of the Customer Experience organization
• Localized and implemented Shell’s global customer experience strategy to differentiate retail forecourt experience to enable the retail business to achieve value targets of over USD 30million
• Localized and implemented global franchise management standards on 800+ retail sites in Pakistan
• Provided customer insights and strategic advice to leadership through Mystery Shopping, Visual Standards Audits, and Voice of Customer surveys
• Custodian of the PMTDR (People Make the Difference Real) programme - a performance and reward management programme for retailers and sales team
• Enabled business to achieve volume and value targets by driving retailers and sales teams through Reward & Recognition schemes and events worth USD 500, 000/-
• Motivated, coached, developed & accredited retailers and sales force through trainings and programs- directly influenced a team of 30 TMs, 4 DM’s and over 600 retailers through the program
• Initiatives and Achievements:
o Saved USD 300, 000 by improving the reward and recognition program design
o Designed and implemented a 3rd Party Quality Control service to control dumping and illegal practices of retailers and dealers
o Designed and implemented Wet Stock (Fuel) management centre to help control product loss and potential health, safety and reputation risk to the company
o Managed large reward events and conferences; led a cross functional team of 8 people to produce “Winning As One” culture through a National Sales Convention - a 13 million rupees project that heralded a change culture in the company
• Managed franchise operations of 35 petrol stations in the territory with targets in excess of 4 million litres of fuel and 60 thousand litres of lubricants in major urban and rural areas
• Managed key stakeholders including police and government bodies in the territory to with smooth operations
• Coached and developed retailers to deliver on company standards and business targets, managed poor performance through improvement programs, turned over poor performers and inducted new sites and retailers
• Implemented service & franchise standards as per global guidelines, conduct audits to evaluate franchisee performance, produce performance against the global R&R program and exercise consequence management procedures
• Achievement: Won the Retail Lubricant Premier League competition by selling highest volume of lubricants in territory and designing the best local area marketing campaigns
• Managed a depot & associated area with more than 4 Million KG of Tobacco purchase and over 1800 farmers
• Secure purchase of leaf worth more than 180 million rupees during buying season in a highly competitive market, primarily through good business relations with growers
• Maintain PR with local govt/administration, farmers and their associations and manage their expectations and political motives/agitations
• Manage Corporate Social Responsibility projects like water filtration plants, farmer field schools, community schools and mobile dispensaries in area of responsibility
• Project Manager for Supply Chain process improvement project to improve operations
• Won the BAT Biodiversity Expedition to Ghana in 2006, post Earthwatch project proposal for training field staff on biodiversity accepted by Earthwatch/BAT Biodiversity partnership for financial grant
• Led a team of over one hundred production workers to manufacture over a million cigarettes per month while meeting quality, waste, material, budgetary and other targets
• Managed a unionized environment, experienced in handling union staff and expectations on the production floor
• Implemented methods for evaluating machine performance and implement maintenance regimes for optimal performance and productivity
• Managed Voluntary Staff Separation scheme to reduce staff levels and operating performance of the factory