Experience

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  Bmw group

  Jul 2006 - Jan 2012

  Operations specialist - aftersales

  - Supplier/vendor contract negotiations and management. - Referral and escalation of Customer Complains to the concerned department/person, and follow up on the same.- Was the first point of contact for internal and external enquiries regarding all BMW and Mini trainings.- Centrally managed all outgoing and incoming communication to and from all the 14 BMW importers (based in 14 GCC Countries)- Processing of all Aftersales and Trainings related incoming/outgoing invoices, follow-up on payments.- Coordinating the Area Aftersales team’s monthly schedules, preparing and reviewing their quarterly availabilities. - Reports, Data and statistics management for the regional office. - BMW Event Management i.e. Organizing & Hosting the sales & after-sales support events in the gulf region.- Oversee and plan all trainings programmes -approximately 2500 training days per annum. - Administrating BMW Online Training Management System – GQS and the HR portal. Show less

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  Vodafone business

  Jul 2012 - Jul 2021

  - Leading and managing a dedicated (onshore & offshore) Problem Management team of 10 to 12 across GECO Customer Service Operations within a customer-facing environment.- Responsible for overall quality for all processes within the team to ensure the team remains ISO 9001 Certified. This include conducting internal quality audits for the team on a quarterly basis. - Overlooking all Risk and CSI activities within the team, with the Risk and CSI champions reporting into my role. - Responsible for supporting the end-to-end Problem Management processes within GECO Customer Service Operations.- Introducing innovation, and simplification, resulting in an efficient, effective Problem Management process, that meets the requirement of our customers.- Accountable for the day-to-day performance at both individual and team level, management of the operation, including allocation of workload and resource management.- Supporting the delivery of all Problem Management processes, policies, standards and procedures across GECO Customer Service Operations. This includes documentation, training, audit, and improvements.- Managing, understanding and continually improving KPI’s related to the effectiveness and efficiency of the problem management processes.- Providing data analysis, ad-hoc reporting to support continuous improvements.- An escalation point for senior management within Vodafone Group Enterprise organization for issues relating to dedicated problem management; ensuring senior managers are provided with any required technical or specialist information to support their decision-making. Show less I have performed dedicated Problem Management for customers like Travis Perkins, National Grid and Aviva. - Monitoring the effectiveness of the problem management processes and making recommendations for improvement.- Responsible for performing trend analysis of incidents in order to prevent future incidents from happening. - Performing problem identification, recording, investigation and diagnosis. - Acting as the Point of Contact (POC) for all Problem oversight and coordination. - Responsible for the effective implementation of the Problem Management process and for ensuring that problems are managed and reported in accordance with the VF Problem Management process.- Responsible for ensuring that all problems are properly resolved and closed. - Responsible for providing recommendations to the Client Problem Management for the continuous improvement of Problem Management Process. - Providing strategy, governance and oversight of the problem management process to ensure alignment with organizational priorities and with service and operational excellence objectives.- Establishing and maintaining strategic level working relationship with functional counterparts in the Technology Domain teams. - Collaborating with incident management to review incident trends to identify problems, training or knowledge opportunities.- Ensuring problem related artifacts are complete and meet process requirements and standards.- Managing critical success factors (CSFs) and key performance indicators (KPIs).- Client Management Show less - Overall responsibility for System Delivery On Time (DOT).- Effective management of allocated orders with high-degree of customer empathy by driving for target dates and by assisting efficient engineer resource scheduling- Provide end to end order management for Premium and Enhanced customers, including order validation, order for completion and submission.- Responsible for managing on-hold/off-hold process, revision of target dates, liaison with all key functional areas including and both internal and external customers.- Working to project rollouts to ensure all relevant key tasks are completed on time to hit target dates.- Highlight where key areas are under-performing. Work with relevant areas to implement improvements to process.- Act as named point of contact for customers, providing updates on progress of their order books and producing relevant reporting for customer base.- Work with 3rd parties to ensure they are delivering in line with customer and Vodafone requirements.- Represent the Provide Team in a professional manner at meetings both internally and externally.- Liaison with other Telco companies.- Able to work between BAU and Project type orders.- Coordinate planned engineering works with CPPM, where appropriate.- Arrange resource availability across operational Vodafone Worldwide teams to ensure ‘Delivery On Time’ is achieved. Show less

  • Problem Management Team Manager

    Jun 2018 - Jul 2021

  • Problem Manager

    Aug 2015 - May 2018

  • Delivery Management Co-ordinator

    Jul 2012 - Jul 2015
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  Vodafone

  Jul 2021 - Sept 2023

  It lead - problem management & csi

  - Responsible for setting up the team of onshore & offshore problem managers for UK IT Operations, and work across the business setting standards and establishing processes and procedures that support a consistent approach to Problem Management & Continuous Service Improvement working within an ITIL framework. - Lead and drive reporting improvements for IT Services and operational performance, and the production of regular service management reports and Continual Process Improvement updates.- Governance - evaluate IT processes on a regular basis, identifying areas where the targeted process metrics are not reached, and holding regular benchmarking, audits, maturity assessments and reviews.- Working with multiple internal delivery units and/or third parties to facilitate E2E solutions/improvements. - Assist with Continuous Improvement proposals, coordinate and monitor progress. Utilise Value Stream Mapping and coordinate with Operations Managers to establish process improvements. - Review processes across the Operations teams to ensure our contractual commitments, SLAs and KPIs to customers are always adhered to- Network within business stakeholders, commercial operations teams and digital/enterprise stakeholders on commercial and customer experience pain points.- Responsibility for leading and conducting the Service Improvement processes for around 30 IT major functions. Custodian of all process, policy and working practices used in Problem Management for all services provided by IT operations.- Building reports and establishing of systems that present data and insights to help identify proactive problem management and progress on reactive problems. Producing accurate statistical reporting for Problem Management and deliver to appropriate stakeholders within agreed timescales including priority problems and trend analysis and potential business risks associated to problems. Show less

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  Vodafone business

  Sept 2023 - now

  Business process improvement manager - supply chain management

  • Delivering effective and sustainable improvements to the operational function• Working cross functionally with internal stakeholders while building strong working relationships to drive increased business performance and best value outcomes.• Gathering and interpreting SCM data & creation of reporting functionality on the effectiveness of the initiatives put in place.• Facilitation of continuous process improvement by conducting process health checks, supporting quality reviews, and validating change requests.• Application of analytical and quantitative methods to understand, predict, and enhance supply chain processes.• Organizing and managing supplier events as aligned with the UK SCM function• Using project management frameworks and approaches to manage initiatives and relationships to drive excellence and minimize costs.• Performing process and performance analytics, with an ability to deconstruct and analyze processes, communicate, and present insights, and drive decision-making. • System and process transformation with the objectives of driving simplicity, speed, and improved user experience.• Overseeing any training needs in the team to identify and address any gaps in skills support the line manager and wider team in delivering said training needs• Ensuring global standardization, alignment & consistence.• Addressing and promoting user experience.• Maintaining the local Supply Chain governance infrastructure. Show less