Manager C&B, Policies & Governance
Dubai Holding Entertainment
Total years of experience :19 years, 5 Months
• Manage the development, Implementation, and administration of compensation programs.
• Monitor the effectiveness of existing compensation practices and recommend changes that are cost-effective and consistent with compensation trends and corporate objectives.
• Design creative solution to specific compensation related programs and incentive plans
• Participate in salary surveys and monitor salary survey data to censure corporate compensation objectives are achieved.
• Manage the Manpower Planning & Budget of all verticals of DHE.
• Managing and supervising the Medical and Group life insurance across all verticals of DHE.
• Participate in the design and implementation of employment related policies and procedures by partnering with stakeholders.
• Managing and supervising the Performance management process and performance cycle.
Accountability & Scope:
• Manage the strategic planning, development, implementation and budgeting for compensation and benefits programs across all MCN entities (FP7, MullenLowe, Initiative, UM, Magna, Promoseven 360, MRM//McCann, McCann Health, Momentum, Commonwealth//McCann, Weber Shandwick, Capella, Platform5 and Jack Morton and across 12 countries).
• Be a strategic partner, successfully working with key business leaders to educate, communicate and provide expertise and guidance around compensation and benefits for all locations (UAE, Egypt, Qatar, Bahrain, Kuwait, KSA, Lebanon, Tunisia, Iraq, Turkey, Morocco and Algeria).
Main Duties & Responsibilities:
As a key member of the corporate compensation and benefits team I am responsible for strategically leading and influencing the all locations of MCN on compensation, benefits, HR processes and systems. The role is critical within the Rewards Center of Expertise and owns the delivery for all compensation & benefit policies and HR services.
• Leading the planning, design, and implementation of compensation and benefits programs including pay structure, employee benefits (Statutory & market) and insurance.
• Overseeing the review of existing programs, suggesting modifications, and ensuring the achievement of a competitive market position and other goals as identified by the Company.
• Ensuring that compensation and benefits programs meet employee needs, comply with legal requirements, and are cost effective.
• Ensuring that compensation and benefits programs enhance the organization's ability to recruit and retain employees.
• Managing vendor relationships (Hay Group, Aon Hewitt, McLagan & Mercer) to ensure adherence to required & agreed service levels for compensation & benefits related market intelligence.
• Work in consultation with the HR Ops Mgr on payroll, data and reporting
• Manage, introduce and execute improvements to the Oracle Development Program and the HR Dashboard
Working as Assistant Manager C&B and HR Systems
Main Duties & Responsibilities:
Designing and Implementation of Rosters (Shifts) of Contact Center
Capacity planning (i.e. number of CSR’s for each shift)
Contact Center Data management in terms of Leaves, Medical Claims, and Stationary Equipment etc.
Feedback to CSR on their daily quantitative performance
Presentation of Performance Scoring Model
Follow up of activities with HR and Administration Dept on behalf of contact center
Reporting to Management of Daily, Weekly, Fortnightly & Monthly basis.
Identifying System needs and resources requirements to keep on improving data analysis system.
Meeting with needs and requirements of the Contact Center staff regarding various administrative issues.
Core Points:
Reviewing the existing Processes & Implementation of NEW Process
Team Building, Team Management
Implementation of KPI’s, SOP’s & TAT
Cost Benefit analysis
Work Distribution
Commissions
To meet ISD Services Standards (SOP)
Courier and all customer related dispatch
Main Duties & Responsibilities:
Team Management
Monitor Team and Team Performance
Identify the training Needs & Arrange the Trainings for Team when necessary
Recommend management action to improve standard operating procedures. Present comparison on costs, risk and benefits.
Develops and Test new Procedures
Prepare and control administrative budgets
To carry out any other assignment given from time to time by Management/ HOD
Manage all type of correspondence with external and internal customers in term of mails and emails.
Key Points:
Supply Chain Management for SIMs.
Providing support & services.
Nationwide vertical and horizontal relationship management.
Periodic reports and presentations.
Proactive follow ups and providing innovative solutions.
Database management and forecasting for future trends.
Assimilate concept of SIMs & JAZZLOAD database development procedure
KHI Bill Delivery Management (Along with the SIM TEAM Sep-05 to Sep-06)
Key Points:
Costumers’ emails and queries resolution till the level of satisfaction
Dealt with Complain Management System.
Issuance of Duplicate Bill, Tax Certificates.
Invoice Instructions, Billing dates.
Coordination with Inter departments for billing queries.
Coordination with Couriers for the Verifications.
Customer’s assistance in different scenarios and providing Value Added Services.
Support & Provide Services Different departments.
Respond Emails and Chat interactions
Key Points:
Team Management
Assigning Targets to improve individual and team performance
Team Trainings
Handling 3rd Tier Queries from my team.
Month end reporting of team performance
Have completed MBA in 2004 with 3.01 GPA majors in Marketing.