Acting Vice President Products and services Implementation& Support
mobily
Total years of experience :26 years, 0 Months
1- Full Support for Enterprise B2B, Business Sales, Business Marketing, and Business Customer Care
2- Head of Technical Marketing mapping all business concept paper to detailed Engineering and IT projects
3- Head of products and services implementation, UAT and business simulation
4- Responsible of Internal Processes and Internal Project Support
5- Head of customer and partner technical support
- Managing the support function for the enterprise sales department, Business Marketing and Business Customer Care
- Managing the training and knowledge transfer function across the business unit kingdom wise
- Directing and controlling the internal project management activities
- Managing the development of processes in the business unit departments and assuring the knowledge and implementation of all business processes
- Providing support to all other business sales areas including all sales operations and key account management
1- Head of performance management in the Group and all companies across Gulf, Asia pacific and North Africa
2- Drive the Group and Opcos towards high performing organization through effective performance management practices and processes ensuring continuous development to all activities
3- Lead the Employee performance management strategy implementation through guiding leaders and line managers on cascading objectives and targets driven from corporate strategy from a business understanding standpoint
4- Support GCHRO in planning, developing, enhancing and reviewing executive and senior management annual scorecards
5- Develop and enhance group and Opcos practices for Performance management through structured training and learning activities
6- Support GCXOs and Opco CEOs/ CXOs in developing and cascading functional KPIs that would support the implementation of corporate strategic objectives
7- Lead the effective development of Ooredoo performance management standards with proper benchmarking with global telecoms trends and using effective communication plans to populate these standards
8- Plan, Conduct, organize and report annual scorecard reviews for Group and Opcos Corporate scorecards as well as CEO-1 levels. For the group scorecards the role holder is fully responsible for board papers preparation
9- Owning, controlling and administrating the performance management cycles for all group employees
10- Planning end of year group employees performance ratings, evaluate alignment to department heads scores, negotiate ratings with CXOs, reporting and analyzing the performance ratings for GCHRO and GCEO guidance
11- Leading performance management practices across all companies including performance planning, balanced scorecard and performance reviews from C levels to other levels in the organization
12- Development of group and companies strategic maps and guiding stakeholders in cascading objectives to all employees
13- Advising C levels and senior management with performance related issues and how to resolve performance related matters
14- Managing the complete development and deployment of performance management IT systems common platform
Executive Manager, Corporate Process Management
Role Experiences Summary
1. Telecom Business Process Management
2. Corporate performance management and strategic planning
3. Processes documentation and implementation
4. Quality compliance and commercial excellence
• Manage direct staff and off-shored consultants comprising the team
• Manage the planning of processes for the global company structure
• Develop corporate and departmental strategy maps and identifying corporate objectives, KPI's and initiatives
• Develop departmental balanced scorecard BSC as driven from the corporate strategic objectives
• Report and present to senior management the progress of strategic objectives, KPI's and initiatives
• Participate in the business continuity and risk management activities across the company
• Developed forms, templates and action plans to monitor and enhance the quality in all corporate operations kingdom wide
• Set the commercial quality plan in coordination with marketing to assess the quality of all mobily stores
• Finalized very strategic processes covering relationship with internal and external departments, suppliers and regulatory bodies
• Developed awareness and explanation courses for processes users in order to facilitate process compliance and implementation
• Capture and report customer comments towards continual product and services development & recommend for products, policies, systems and process improvements based on the customer experience and feedback
• Gather & analyze data and information about agent’s quality performance to identify areas for improvement;
• Benchmark quality performance with local / international competitors
Role Experiences Summary
Telecom operator Startup experiences
Distribution Channels and Account Management
Marketing Activities and media plans
Channel Marketing and branding Management
Resellers loyalty and awareness
Project Management and Program Development
Budgeting and Organizational development
Managing the channel programs team to handle all related issues to marketing activities, branding, training and communication with our broad base of resellers and partners
Developing the monthly newsletter to present an effective tool of communication between mobily and resellers.
Managing mystery shopping campaigns that identify the status of quality and recommended corrective actions in the market
Establishing permanent proper communication channels between mobily and distributors
Working closely with distributors to eliminate operational loopholes
Working with distributors to develop an annual promotions and events calendar and the related implementation plan
Classifying the resellers and dealers into categories depending on their locations, sales and compliance
Developing “top group” project to gain the maximum benefit and exclusivity from best resellers
Managing the biggest reseller’s development program in the Middle East (Managing 2000+ POS Kingdom wide).
Developing Resellers and distributors incentive programs.
Unifying the image of mobily on all outlets levels including branding of Co-branded and all resellers. Also Internal and external branding of mobily outlets.
Working as Training focal point: including products and services, promotions, handouts and training toolkits tailored for distributors.
Visiting key distributors accounts once per month to obtain strategic competitive information; analyzing data from field reports (implementation of merchandising, competition, etc.) and compliance issues
Managed a number of startup projects before and after the commercial launch for retail and channel sales
Role Experiences Summary
1. Telecom operator startup experiences
2. Direct Sales and retail Management
3. Customer Service and Client Care operations
4. Corporate and Distribution accounts Management
5. Employee development and team Management
Managing and motivating staff, recruit staff, train and develop staff, according to company policies and employment laws, and ensure relevant HR procedures are followed (appraisals, discipline, grievance, etc)
Providing a superb customer service to MobiNil customers through the customer centre team
Managing the corporate customer care section that serves large accounts and VIP’s
Providing after sales services for the large, medium and small enterprises and handling massive requests such as bulk activations and VAS addition/ deletion.
Managing selling and customer service activities and staff competence in these areas, so as to optimize and sustain sales performance, profitability and customer satisfaction
Achieving the 2nd shop out of 14 shops in June 2001 Sales campaign.
Managing costs and overheads, and all factors affecting the profitable performance of the shop
Awarded the “Employee of the month” award in August 2001 for the entire sales department.
Developing the staff quality through internal training session and on the job coaching
Attend meetings and contribute to company strategy and policy-making as required
Joined before the commercial launch.
Contributed to the construction of MobiNil front office and customer care.
Assisted MobiNil management in the transition from the governmental telecom authority.
Worked with human resources department on the recruitment of new staff by conducting interviews and evaluating candidates
Associate CIPD, Diploma in Human Resources Management from Bradfield Group
GSM induction training- Cairo, Egypt Professional Customer Handling Cairo, Egypt Supervision and management skills Cairo, Egypt Moving up to management- 2 Rounds Cairo, Egypt Consultative selling and handling demanding customers Cairo, Egypt Selling Value Added services Cairo, Egypt Internal Customer Relations Cairo, Egypt Cash Awareness and forgery detection Cairo, Egypt Several Computer courses Cairo, Egypt Essentials of Management course- Barcelona Spain
Bachelor of Commerce and Business Administration. Graduated with “Good” Average Grade. Courses Studied Management Human resources Finance and Auditing Marketing Economics Organizational behavior