United Arab Emirates
Vastly experienced in the Telecoms/ICT Operations sector with an in-depth knowledge and capabilities across all elements of the running of a complex organisation. With specialisation in cross functional process design/re-engineering, performance design and measurement, and service quality I have led and been integral in the successful implementation of a multitude business transformation programs.
Accountable for the delivery of process simplification within the Infrastructure division. Predominately concerned with the Planning and Implementation sphere of Infrastructure, my day to day role involves leading technical subject matter experts in the identification of efficiency improvement opportunities and assuring the implementation of the same.
Program managed the successful implementation of 10 individual ITIL process management projects involving the management of negotiations of multiple crossfunctional stakeholder discussions, and regular progress communication to executive management
Supported Client services' and Operations Directors with design and implementation of new client services business function
• Single client interface for commercial and operational support and development based on site at Group HQ • Responsibility for the assurance of operational compliance to supply chain contractual agreements for Group and employer. • Qualitative process analysis and development: - End to end upstream procurement process reviews utilising industry benchmarking - Definition of intra-departmental/inter-company, KPI’s, SLA’s and approval matrices. - Designed cross functional work instructions and accompanying RASCI definitions. - Overseeing the vetting and introduction of new vendors into the centralised procurement initiative including compiling RFP framework, pricing negotiations and framework agreements. • Management reporting, including; - Financial: Monthly P&L, savings analysis, cash flow analysis - Operational; Vendor performance, OpCo compliance. • Identification of opportunities for expansion of project scope, and additional product/service offerings
• Conduct regular group and individual briefings to ensure compliance to contractual agreements and project scope. Overall accountability for account management team performance. • Vetting and monitoring commercially sensitive external communications to minimise company exposure. • Interpretation of CEO, CFO and project directors’ strategy into operationally measurable targets. Responsible for the subsequent development, collation, and production of according reporting tools • Consulting and advising the account management team through complaints processing, ensuring customer centric timely resolutions and adherence to contractual obligations. • Clear understanding of cross functional end to end operations within telecoms supply chain for core products: SIM, RC, Wireless devices • SPOC for all internal company function heads including: IT, finance, technical, production, marketing and customer care • Analysis, design and engineering of operational processes.
• Managed a team of 5 persons to oversee the supply chain for; SIM cards, Scratch cards, wireless devices, handsets and promotional goods, for 11 Zain Operating companies across the Middle East and East Africa • Used excellent written and verbal communication skills to build cross cultural relationships and gain understanding of variables between in-country operational business models • Analysis of OpCo inventory and forecast data to reduce cost through the selection of efficient shipping modes, optimal stock holdings, and consolidated purchasing. • Owned the responsibility of complaint handling intermediary between OpCos and vendors ensuring the implementation of corrective actions to address breaches of contract by either party.