Program Manager
DUBAI LAND DEPARTMENT
Total years of experience :9 years, 7 Months
•Collaborated with the Department Director to establish project priorities to meet strategic planning and sector development initiatives.
•Conducted major project requirements analysis to determine resource needs, costs and timetables.
•Chaired project launch meetings and review and evaluate project progress and deliverables.
•Oversaw schedules, issues and risk management to support project decision making process while
reporting progress to stakeholders.
•Verified project developments, ensuring an alignment with project goals and user requirements.
•Implemented performance management processes to measure team member contributions.
•Led partner organization relationship management to support project development efforts.
•Tracked revenue and expenditure performance; analyzing variance to established metrics and KPIs.
•Prepared project progress reports and analyses to support senior leadership team strategic planning.
Reported Directly to GM.
•Administer and mange customer quality related complaints and investigate subject cases.
•Develop customer satisfaction strategy to ensure all customers’ requirements are met.
•Assists with aftersales related market search and recommend improvement measures aiming toward enhancing customer satisfaction.
•Assist with aftersales business development of service and marketing.
•Monitor performance and suggest alternative problem solutions.
•Review and enhance SOP of service related cases.
•Ensuring that processes comply with standards at both national and international levels.
Reported to by 12 Authorized Nissan/Infiniti Dealers in 12 countries and reported directly to the head of (TCS/FQI) Department.
•Coordinate with product planning, R&D and field quality improvement in setting up customer satisfaction survey focus areas and points of interest.
•Manage and prospect sales leads.
•Coordinate with the National Sales Companies to resolve complaints.
•Provide comeback statements to messages, requests or inquiries published on the social media channels in compliance with the company’s rules and policies.
•Provide Warranty claims analysis and technical diagnosis support to customers in coordination with the field quality engineers.
•Follow up and update all necessary inquiry or complaint cases in the CRM pipeline until resolved and closed to achieve target KPI’s.
•Submit Monthly performance report to the Head of (TCS/FQI) Department with an overview of number and type of the received cases, the National Sales Channels KPI, points of interest and areas of improvement.
Coordinated and finalized activities related to project management and overall program.
•Administrative duties, including disseminating project information to project manager.
•Monitored and followed up with project process/Activities on behalf of project manager.
•Developing and maintaining project deliverables under the direction of project manager,
•Arranged logistics for meetings, conferences, training and other project-related events.
•Preparing necessary materials, including reports, presentations, agendas and other meeting
Material.
•Provided written and simultaneous translation to project manager.
•Taking minutes of meetings.
Assist the Project Manage in maintaining daily operations of the project.
•With oversight from the Project Manager, organize, manage, prioritize and be accountable for workflow every step of the way.
•Set up necessary key touch-point meetings in the process (as determined by the
Project Manager).
•Manage and maintain timing plan/s throughout the life of the project with Project Manager.
•Reported incidents to the project manager and worked on solutions.
•Forecast project requirements and replenished inventory deficiencies.
•Implemented bidding process from request for quotation to till delivery of supplies.
•Co-Supervised and managed deployment from the previous work location.
•Make sure all the administrative functions operate at the highest level.
•Ensure project safety and meeting deadlines.
•Co-organized events and meetings.
Business Administration