Hany Khalifa

Experience

• 

  NCR Corporation

  Sept 2003 - Jun 2016

  I have the full ownership financially and operationally of the services for NCR customers in Egypt and I am supporting our teams in Africa with all the same functions related to customer services.•Hiring new CEs and assessing & developing the current manpower.•Creating the annual financial plan and the monthly revenue outlook.•Following the invoices & AR and LOAR and meet corporate expectations regarding the collection.•Pursues revenue opportunities through additional maintenance contracts and ancillary services..•Recognizes the time, resources and skills required by the team to complete service requests.•Assigns tasks and accountabilities for work outputs to the most appropriate individuals.•Integrates multiple sources of data or information from own area to monitor resource usage and achievement of SLA, service, and quality metrics.•Reviews performance metrics and reports on a regular basis to determine progress against objectives and disseminates to team members.•Reviews outcomes of cost analysis to identify resources planning activities and type of services.•Regularly meets with CEs (Phsically or Virtually) to establish objectives, review progress toward objectives.•Motivates and empowers CEs by encouraging trust, mutual respect, and shared purpose.•Demonstrates an understanding of NCR’s internal business operations and available resources to solve basic customer issues.•Incorporates quality measurement data to guide decision making regarding improvement and changes to services and solutions.•Demonstrates an understanding of basic business financials (P&L, budgets and costs).•Monitors SLA performance against target for territory.•Develops relationships with customers.•Accurately predicts accounts/opportunities that will provide future revenues for NCR.•Monitoring all departments objectives and activities of Nigeria office and mentoring them to meet the corporate targets as a special assignment which required multiple business trip monthly. Show less Recently I was a part of the team who achieved the External ISO 22301 Audit conducted by our Registrar BV for both Oman and Egypt on September 19, 2013 resulted in Zero Major and Zero Minor Non-conformities. ISO 22301 is the standard dedicated to Business Continuity which is extremely important to our customers. NCR Services is the first in our industry to achieve this prestigious certification from our Registrar BV. This certification not only fulfills our contractual obligations, but also provides a competitive edge to increase our customer base.I had the ownership of learning base sector. Show less •Position acts as leader/expert who mentors project team members; Has subject matter expertise in NCR’s business offerings and solutions, systems, and portions of process architecture; Provides input to others in setting the direction for future processes and infrastructure changes; Assumes full accountability for overall success of a project through deployment•Has oversight of Program Management Process from Concept Phase through Deployment•Applies analysis and independent judgment to both routine and non-routine information•Develops reporting tools for use in business management•Manages lifecycle of multiple key information solutions•Position required to provide thought leadership and technical and/or industry expertise around service delivery enabling profitable growth of their assigned customer account•Own the key service relationship with the customer, and is responsible for ensuring that WCS services are cross-sold and customer satisfaction is maintained; Position requires a high degree of skill in relationship management, analysis, and leadership to get issues resolved for the customer•Schedule and conduct regular meetings with customers to review service quality, plan and ensure new service assumption quality, review WCS policies and procedures, discuss customer-specific service issues, seek to uncover new WCS service opportunities, and ensure the integrity of all account information•Position required to continually seek to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements•Assist NCR salespeople with account information gathering for the services portion of any sales motions maintenance proposals•Take active measures to identify additional customer services opportunities and engages NCR sales resources (such as Services Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business. Show less •Make repairs and replace components on equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and self service checkouts; Assist in site preparation--including installation of cable, staging of equipment, and testing of equipment•May also perform required modular swaps and unit replacements or perform preventative maintenance services; Recommends preventative maintenance; Performs customer training•Responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower; Responsible for ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA)•Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management; Maintain an appropriate parts inventory as well as parts record keeping•Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation; Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities•Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office)•Provide assistance to the CE Supervisor / FSM in daily leading and coaching support of employees within a Territory in order to meet the daily operations parameter & customer Service Level Agreements (SLA); Aid the CE Supervisor in providing performance feedback on employees, strengthening teamwork culture Show less Working as a field engineer to maintain:1- ATMs with all banks branch in my area.2- Terminals and printers for Telecom Egypt (Arento) in my area cenetrals.3- Supporting NCR communication engineers to solve some issues related to Cisco products and servers. 4- Pc's and printers and support in servers troubleshooting for Banque Misr.5- Terminals & printers and support in servers troubleshooting for MOI " Minstry of Interior".My covering area was Redsea governance ( Ras Ghareb, Hurghada, Safaga, El qusier and Marsa Alam) across 450 kilometers. 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  • Territory Manager - Customer Service

    Aug 2013 - Jun 2016

  • Assistant Field Service Manager

    Oct 2012 - Aug 2013

  • Operation Supervisor

    Jul 2011 - Sept 2012

  • Senior Team Leader

    Feb 2010 - Jun 2011

  • Team Leader

    Nov 2008 - Jan 2010

  • Field Engineer

    Sept 2003 - Oct 2008
• 

  CNS Middle East

  Jul 2016 - now

   I Established the whole operation in Oman for ATM support services. Full leadership and responsibility for large operational units/teams (Customer service, Professional service, logistics & Technical support). Full control over the new solutions and banking projects’ implementation.  Apply analytical skills and knowledge of data analysis tools and Improve process efficiencies in support of area objectives. Full operational responsibility for planning, finances/budget, the end results, and setting policies. Apply an in-depth understanding of the business impact of technical contributions. Regularly provides advice and counsel related to the operation of the business to leadership teams. Analyze the performance and develop strategies for improving service. Develop customer relationships & respond to highly escalated issues. Pursue revenue opportunities through additional maintenance contracts and ancillary services. Perform the responsibilities outlined in the previous level. Address issues escalated from the territories including, scheduling, assigning overtime and BU involvement in-service issues. Ensure all customer metrics are obtained for all customers. Achieves financial objectives and cost-saving of Oman office’s operations. Show less

  • Regional Service Operations Manager - Middle East

    Dec 2022 - now

  • Country Operations Manager

    Jul 2016 - Dec 2022