Hazem Osman

Experience

• 

  InterContinental Hotels Group (IHG®)

  Jan 2003 - Jun 2005

  Casual

  Greetings and handling customers and make sure that the service delivered as professional as we can

• 

  Four Seasons Hotels and Resorts

  Aug 2005 - May 2006

  Casual

  Quality and track the team performance and make sure that all catering and all guest tools are clean 100 % and delivered guest satisfaction

• 

  InterContinental Hotels Group (IHG®)

  Jul 2008 - Jan 2011

  Team Leader

  Team leader for main restaurant and room service and handling operation to get the highest quality and guest satisfaction

• 

  Lion mauy Thai Gym, Thailand

  Feb 2011 - Aug 2011

  Marketing Specialist

  Handle the client's room and uploading videos and market the GYM' info on the internet and receiving mails and replay all questions

• 

  Lebanese flower

  Sept 2011 - Aug 2013

  Restaurant General Manager

  Restaurants manger : responsible for 45 workers different national ( Bormies , Bakies , Russians , Arabians , Thai , Indians , nebalies ) for revenues of sales daily and achieve more everyday

• 

  Stella di mari sharm Hot

  Oct 2013 - Jan 2014

  Restaurant Manager

  Italian restaurant :responsible for Providing support guests in dinner and present our services to get Wow guest experience.

• 

  Citibank

  Feb 2014 - Mar 2014

  Team Leader

  Sales Executive: Responsible for Achieving my individual target & deliver wow customer service and excellent product knowledge dedication to the achievement.recommend clients to useful financial services or answering bank-related inquiries. It is therefore essential for bank sales consultants to have a thorough knowledge of a bank's various portfolios.

• 

  ACE Life Insurance Co

  Apr 2014 - Oct 2014

  Team Leader

  Back Office team leader : Responsible for 4 agents to achievements the company required Overall responsibilities included managing and build a relationship with customers.

• 

  Etisalat Misr

  Nov 2014 - Jun 2018

  Store Supervisor

  Senior Sales Retail: Responsible for generating revenue through target achievement. Successfully interacted with Regional Manager and back office team for analyzing the figures to see possible incremental.Grew & upgrade the stores I managed to be class A.Managed the entire inside and outside sales force team through my store, increasing sales by double- or triple-digit figures for four consecutive years in Etisalat .Completed store operational requirements by scheduling and assigning employees; following up on work results.Distribute our target for my team and monitoring the achievement.Handling stock inventory on a daily basis to keep it without any shortage.Managing and motivating a team to increase sales and ensure efficiency.held briefing on a daily basis to assure achieving the target.Stores worked at as a supervisor ● Shobra ElKhema From Nov, 2014 To july, 2018 (launching the store & upgrade the class from C to A after 6 months in addition being Rank 1 in terms of revenue across channel ). Show less

• 

  Careem

  Jun 2018 - Jun 2020

  Supply Site Manager

  Supply Site Manager: Responsible for Develop and maintain a strong relationship with all captains in on our system & Recruit high quality captains and motivate them to dedicate more and more time for Careem rides and Ensure our captains follow Careem customer standards.I Manage supply Cairo fleet team (onboarding & support) number of staffs is 40 employees and Making sure the sites Careemers are fully trained and updated by any new changes and this includes tracking their performance overall.I manage a lot of services inside the Site (installment cars & showrooms included shell & fit and fix & AMAN & CIB project & Caltex & fresh mood and YCYP) to support the captain to gain all service inside the site.I Manage operation in support and onboarding to get the highest captain experience.Responsible for recruiting, training and on-boarding captains to grow our Supply efficiently and thereby meet our company's growth targets.Provide all necessary support to ensure our operations run smoothly & Manage Careem captain support team and training new captains if needed to solve captain support issues that gets escalated and Ensure the captain support team is abiding by the operational and quality processes.Ready to work on weekends to give the best quality and achievements. Work on google form also to track the team performance and customers satisfaction. After 4 months at Careem our sites support captains with 100% NPS score. Show less

• 

  Jumia Egypt

  Jun 2020 - Dec 2021

  Jumia Food as a Fleet Manager:* Train the new riders on Jumia food app and how to get the order and how to hand the order from the vendor till reach to customer with fast and smile face * Tracking more than 800 riders and 10 contractors and live orders operation with 38 delivery providers.* Track the riders on ground and filter all unprofessional riders to reduce the cost to achieve the delivery time target * Hire more than 15 captain riders to track the riders on ground.* Track the captain riders and riders’ attendance on time of their shift and live operation to achieve the delivery time target.* Track the rider performance through D-SAT and live operation and delivery time through our PBI.* Track the payment of the contractors through deposits.* Make good communications with the riders to integrate them in Noticeboard to remind them always with the Jumia process and APP steps and how to deliver the order As fast as he can with high performance and great D-SAT.And this impacted on our business with:In Jumia Food: * We have now around 400 riders aware with all Jumia process and how to use Jumia food APP.* Achieve delivery time from 65 min to 31 min. * We are now the best country in D-SAT although we just opened since 1 year ago.* Collect the contractor’s payment through deposit 3 times weekly. Show less Jumia, From June 2020 – Present: -* Delivery Experience & community and Wearhouse (Fleet Manager): Responsible for Deliveries performance in all HUBs in Egypt and customer experience and delivery happens and report all data for deliveries to improve the deliveries performance and take actions with who has low performance (suspension or deactivated or verbal coaching or quality session) Responsible for develop deliveries in all Jumia Hubs through reporting and implement the action matches with the mistakes and train the deliveries to be more professional and improve to get customer satisfaction.* Responsible for 17 captain rider and 800 Riders (performance and KPIs) * Achieve more than Jumia expected for delivery time (30 Min and less)I was with DXP Team:* Train the new DAs to safe the performance and how to use our Jumia App and how to deal with customers with the professional way.* Build new format for all Egypt DAs with national IDs and their names to avoid any duplicated or fraud from DAs side.* Build PMO (project Management Office) for attempt & D-sat & DAPP Usage and track the DAs's performance.* Track the hub performance to keep all process updated with our procedures.* Make audit on all hubs to keep the quality and performance going up.* Make focus group for DAs to keep the D-sat and performance.And this impacted on our business with:In DXP:* Achieve the D-SAT target and reduce the failure attempts.* Achieve the D-APP Usage target.* Achieve our targets (D-SAT & D-APP Usage & failure Attempts & CAC) on black Friday * The Hub Performance is better. Show less

  • Fleet manager at Jumia Food

    Mar 2021 - Dec 2021

  • Delivery Experience Community & Wearhouse

    Jun 2020 - Mar 2021
• 

  Capiter

  Jan 2022 - Jun 2022

  Control Tower manager

  * Control Tower Lead: Own end to end First Mile Operations and ensure the end to end smooth running of logistics operations across all the seven cities - Ensure availability of adequate and trained manpower at Facilities and all the cities as per manpower and business plan - Responsible for the reduction in cost and increase in productivity - Ensure SOP Adherence at all times. - Ensure commercial and statutory compliance are met along with the support of teams across all the cities - Maintain the cost of operations as per the budget -reporting periodically - Bench marking with Competition by updating regarding First-Mile Delivery solutions, coping up with latest trends, innovations and industry best practices - Driver key operational and customer service metrics consistently - Manage cost, quality, and efficiency to achieve operations SLAs - Ensure the system and ops level guidelines strictly adhere to the respective facilities - Influence any changes necessary to meet statutory requirements, ensuring minimum risk to staff members and the business Show less

• 

  Zoomcar Egypt

  Nov 2022 - Oct 2023

  Head of supply

  Responsible for Develop and maintain a strong relationship with all Hosts & Suppliers on our system & Recruit high quality Hosts and motivate them to dedicate more and more time on our platform to make more bookings and Ensure our Hosts follow Zoomcar standards.I Manage supply Egypt (onboarding & support & Tracking Performance) number of staffs is employees and Making sure the sites Careemers are fully trained and updated by any new changes and this includes tracking their performance overall.I manage a lot of Tasks like (devices installation & daily Availability & tracking the hosts performance & car qualities & new acquisitions ) to support the hosts to gain all service on our platform.I Manage operation in support and onboarding to get the highest hosts experience.Responsible for recruiting, training and on-boarding hosts to grow our hosts efficiently and thereby meet our company's growth targets.Provide all necessary support to ensure our operations run smoothly & Manage zoomcar's hosts support team and training new hosts if needed to solve hosts support issues that gets escalated and Ensure the hosts support team is abiding by the operational and quality processes.Ready to work on weekends to give the best quality and achievements. Work on google form also to track the team performance and customers satisfaction. After 3 months at Zoomcar our Hosts with 100% satisfied . Show less

• 

  Exceedrastore

  Oct 2023 - Aug 2024

  Head of E-commerce & Marketplace KSA

  Responsible for overseeing and driving all marketing and communication strategies, initiatives, and activities within the organization. The role involves developing and executing comprehensive marketing strategies across various channels to enhance brand awareness, drive customer acquisition and increase revenue.

• 

  Hoods

  Aug 2024 - now

  Head of Operations

  i. Play a key role in devising and delivering the Operations Plan for the business, in particular through providing insights into warehousing, inventory and purchasing at a senior level. Gather, share, analyse and use information and intelligence arising from this to inform budgets and operational forecasts ii. Create, review, and implement health and safety policies and procedures for the business as required, ensuring compliance with UK laws and regulations, including the Health and Safety at Work Act 1974 and relevant HSE guidelines. See Appendix 1 for more details of Health and Safety responsibilities overall iii. Actively participate as a member of the Senior Management Team for the business; engaging in strategic direction-setting and delivery for the business, and modelling desired management behaviours iv. Take the lead role for Logistics / Transport Management, Compliance (including H&S and ISO), control of Contractors, and Facilities Management across the business v. Develop new ways of working within Operations teams wherever these are required vi. Monitor performance within the Operations teams overall, with a focus on quality and quality standards in particular; and implement strategies to continually improve this on an ongoing basis. In particular to make use of data from the ERP system to inform this vii. Ensure that the Purchasing Manager is able to play a key role within the business in selecting, negotiating rates with, and managing the delivery of contracts with suppliers; nurturing mutually-beneficial relationships wherever possible viii. Together with colleagues, promote and enable a market-leading approach to customer service, to complement technical and after-sales support for customers ix. Together with other managers, ensure an effective and efficient approach to quality management at all times x. Ensure that effective 1-1s, welfare meetings and effective performance review and objective setting takes place for direct reports Show less