Group Human Resources Director
G4S
Total years of experience :18 years, 10 Months
• Establish and implement HR practices that effectively communicate and support the group’s mission and strategic vision of the group.
• Develop HR plans and strategies to enforce the achievement of the overall business operations objectives
• Act as a strategic business partner to the BU & Corporate heads regarding key organizational issues.
• Work with the executive management team to establish a plan of management succession that enforces the strategy and objectives of the group.
• Provide accurate and up to date key HR metrics & KPIs related to the human capital to the executive management team for strategic and decision making purposes.
• Oversee comprehensive strategic recruiting and retention plans to meet the human capital needs of the strategic goals.
• Develop & implement in cooperation with the corporate finance, comprehensive compensation and benefits plans that are competitive and cost-effective for the group.
• Provide overall leadership and guidance to the entire HR function by overseeing HR business partners, Talent Acquisition, Training & Development, Manpower planning, Saudization, HR Operations & Organization Development.
•Defining and executing plans for developing and increasing productivity of the HR Ops department.
•Controlling the financial performance of the department and keeping it within the set budget
•Controlling the technical performance of the department and setting the right KPIs.
•Manage the Government relations with all related entities.
•Manage the Employee Relations and its services across the organization.
•Manage the employee records and filing systems across the organization.
•Develop the employees’ Grievance process and ensure integrity of process.
•Develop the investigation process across the organization in compliance with the Saudi labor law.
•Develop HR system to facilitate the employees request and support the company’s rapid growth.
•Formulating and recommending HR policies and procedures for the company concerning employees.
•Coordinating with top management to facilitate the application of HR policies, procedures, programs and laws
•Analyzing salaries reports and data to determine competitive compensation plan
•Establishing and leading the standards for recruitments and hiring practices and procedures necessary to recruit and hire the
•right fit in the organization.
•Ensuring effective departmental performance through the selection, development, deployment and motivation of competent staff.
Major Responsibilities:
•Develop long term manpower planning plan and workforce optimization as per the business need.
•Manage the future hiring for the assigned BUs with high quality.
•Support in having the payroll error-free.
•Generate a pool of talents for current and future vacancies.
•Ensure full adherence to the hiring policies and procedures.
•Promote and maintain organizational values and principles
•Develop and implement right organization structure while continuously assessing it vs. business evolution.
•Deploy PMP & Rating System.
•Deploy organizational reward and recognition system
•Set SMART departmental goals and objectives, track and report those in an appropriate manner
•Support having more subject matter expert.
•Manage the departmental Orientation.
•Manage Executive Coaching for Chief level.
•Identify technical competencies to be part of the BUs development plan.
•Develop succession planning for critical roles in BUs.
•Keeping The Business Unit Updated on HR Policies, Initiatives and Recommendations
•Co-coordinating the engagement survey results and action planning
•Ensuring adherence to the formal elements of the Performance Management Process (& calibration)
• Lead the Talent Development programs and activities.
• Generate pool of qualified in-house trainers.
• Develop, execute and lead a leadership development programs for senior management.
• Develop, execute and lead a management trainee program for fresh graduates.
• Develop and manage a mentorship program.
• Lead the induction training and the on-boarding activities for new joiners.
• Manage training budget and expenses.
• Identify Skills & Skill Gaps to develop and implement the yearly training plan.
• Develop training life-cycle, process, SLA and guidelines.
• Develop and maintain virtual training Academy.
• Contribute in building the organization capabilities by participating in Recruitment, organization development and implementation of HR systems.
• Set SMART departmental goals and objectives, track and report those in an appropriate manner.
• Monitor department budget on monthly basis.
• Participating in the customer care strategy objectives and the long term plans.
• Managing the in-house training courses provided by the training team.
• Supporting the company customer experience initiatives by providing tailored training courses and creating matching learning path.
• International training courses coordination and Training vendor/provider selection.
• Responsible for developing and maintaining an internal communications program that pinpoints the department strategic messages and effectively delivering those messages.
• Developing and executing the short term and long-term plans for the product, communication and training development.
• Estimating resource requirements and miscellaneous project budgets.
• Spearheading the management and coordination of SPOCs among customer care departments,
• Managing and developing the annual training plan for the Customer Care department (around 2000 employees) which comprises the staff skills development and knowledge development.
• Coordinating and organizing the customer care headcounts and recruiting plan along with both HR-Recruitment/Manpower.
• Setting up service level agreement between the Customer Care and all the related departments from Product, Communication and Training perspectives.
• Planning, managing & executing multiple projects efficiently and effectively.
• Setting the appropriate project plans and allocate recourses & co-ordinate with involved parties.
• Educating cross-functional multi- site teams on how products and features meet industry needs through verbal presentation and product collateral.
• Managing the internal communication and assure that it matches the company strategies and direction.
• Develop people skill path and career path based on their job requirement and their competencies analysis.
• Manage the online customer experience throughout creating the most advanced and appropriate systems which provide utmost services to our customers.
Major Responsibilities:
• Supervising the formulation, planning and development of strategies and policies for the training and communication operations and handling administrative and the overall performance and evaluation accordingly.
• Conduct periodical staff meetings to provide feedback on the progress of Training communication activities while providing suggestions for operational improvements to drive efficiency.
• Managing the customer care knowledge base to ensure effective information flow and better consistency among all staff layers.
• Guaranteeing effective knowledge base operations by monitoring operational related information. Keeping track on customer issues across the frontline staff to proactively solve issues and update the product base accordingly.
• Analyzing all Customer Care staff performance inputs’ reports to indicate the required points of development and prepare the needed training methodology and plan.
• Conducting Training Need Analysis for Customer Care staff to ensure appropriate training for all individuals.
• Create and review all training curriculums and materials.
• Review training, trainer and trainee evaluation and highlight the area of improvements.
• Prepare operational and developmental training plan that suit all staff needs based on their performance level.
Major Responsibilities:
• Coordinating the launch of new products, promotions, services within the Customer Care with all other departments.
• Smoothing communications between Customer Care and other departments.
• Updating the customer care Knowledge Base with all required information, and modifying and categorizing the information posted on the Knowledge Base to be more attractive and user friendly.
• Announcing all new releases; products, services, promotions and managerial circulated notes.
• Generating reports as per business needs.
• Correspond with staff Inquires, suggestions and Ideas regarding internal and external issues.
• Conducting Users Acceptance Tests for the new products, promotions and services whenever needed and deliver feedback on their status.
• Implementing and preparing all the internal campaigns and events within the Customer Care.
• Designing graphics and images to be posted in the Knowledge Base.
• Maintaining the functionality of Knowledge Base Web Server.
• Negotiating with technical entities regarding all knowledge base related application.
Major Responsibilities:
• Conducting training sessions for staff.
• Developing and executing the planning of training activities, innovating new procedures to improve training effectiveness, prepare attractive training presentation.
• Facilitating training sessions for new products, services, customer services skills, data knowledge and products launches. Also arrange for new staff induction training and orientation.
• Coordinating with department SPOC to define and develop staff competencies and conduct needed analyses in order to preparing training needs analysis for staff.
• Assisting in the development of staff competencies, quality measurement processes and evaluation tools to assess customer services effectiveness.
Major Responsibilities:
• Handling all inbound calls inquiries, providing prompt, efficient and courteous customer services, and following up to ensure resolution of clients inquiries.
• Providing potential customers with relevant information including products and services features.
• Supporting other groups on practices to increase call center efficiency and reporting all progress achieved to call center management.
Certified Manager from ILM
I graduate with a GPA 3 out of 5