Bilal Haider

Experience

• 

  Amigo Clothing Ltd

  Jun 2007 - Dec 2009

  Assistant Manager

  - Involved in hiring staff on seasonal basis.- To ensure the sales targets are met and customer satisfaction is achieved.- Involved in marketing and advertising.- Looking after the deliveries and stock control.- Ensure that latest fashion is introduced.- Delegating tasks on daily basis for sales target achievement.- Looking after all the financial transactions on daily/weekly/monthly basis.

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  Supermac's

  Jun 2010 - Oct 2014

  Assistant Manager

  - Rostering all the staff on weekly basis.- Delegating tasks to all the staff to ensure a smooth service flow.- Achieving the sales targets are met on daily/weekly and monthly basis.- Ensure the company standards and high levels of cleanliness & hygiene standards are met.- Ordering and Stock control.- Looking after advertising and marketing.- To make sure customer satisfaction is achieved.

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  Daa

  Jan 2013 - Sept 2013

  Asset Care/CMMS Administrator

  - Working on the CMMS (Computerised Maintenance Management System).- Ensure all the assets are added/removed/edited on the system.- Use oracle and deal with PO's, on-hand quantities & all material related issues and liaising with maintenance stores.- Providing assistance on daily basis to all the admin staff.

• 

  Emirates

  Dec 2014 - Dec 2017

  Business Class Crew

  - Ensuring standards of safety, emergency and security practices are provided in line with corporate and civil aviation rules and regulations.- Recurrent training on yearly basis regarding the safety and emergency, fire drills, life saving & first aid, ditching , aviation operations & procedures, IATA, ICAO and GCAA regulations along with the familiarisation of the Airbus 330/340, Airbus 380 and Boeing 777-300/200.- Reassuring customers and ensuring that they follow safety procedures correctly in emergency situations.- Responsible for the In-Flight sales revenue.- Managing and working with people with different backgrounds. (Almost 170 different nationalities).- Ensuring the company's standards are met during every service and best InFlight Service is provided.- Also representing the company image as an ambassador and ensure that the image is maintained around the globe. Show less

• 

  Accenture

  Mar 2018 - now

  • Work closely with the Product Policy team and ensure policies and guidance is fully up to date before the launch. • Ensure any policy update introduced or new workflow is launched is communicated effectively to all the teams to all sites across LPO (Legal Partner Ops) through multiple communication channels. • Carrying out risk assessments on new and updated policies, calculating training capacity & collaborating with training team to ensure relevant training is delivered on new policies to larger audience. • Implemented Product Knowledge Tests on weekly basis, finding trends, identifying the knowledge gaps and collaborating with Quality & Training team to ensure trends are covered through refresher & feedback sessions. • Run calibration sessions on weekly basis among Trainers/QAs/SMEs to ensure alignment across the policies. • Identify opportunities in current implementation process, working with the Operations and Moderations teams in particular and suggest strategic process improvements. • Partner with internal groups as necessary to implement Legal and IP strategy and manage stellar team results. • Ensuring all counterparts are aligned on policy positions in the event of sensitive escalations and consulting on how, if at all, content violates our community guidelines and policy standards. • Work closely with the operations manager, project manager and operational team to ensure clear process logic of each workflow segment. • Collect feedback, evaluate improvement suggestions, and execute policy and process improvement projects. Show less • Manage & support day to day operations against quality & efficiency targets in a highly & dynamic trust & safety & Intellectual Property project.• Leading the Intellectual Property team of agents from Arabic, Turkish, French, German, Italian, ESLA & Portuguese markets that consistently exceeds productivity & quality expectations.• Also leading a specialized German Legal Takedown Request team that delivers high level of work based on German NETZDG law.• Leading team to achieve results with highest possible standard of quality & delivery.• Worked on developing, measuring and documenting improved efficiencies in workflow and system processes• Facilitating weekly team meetings, team huddles and monthly 1 to 1s with the agents to address performance &work on developments.• Conduct and present detailed metrics & business reports to the client & management which includes WBRs/MBRs.• Providing insights and improve operations management mechanism & mechanisms to ensure the workflow is carriedout efficiently & effectively.• Performance management, Career counselling, Mentoring, coaching, performance development & 1 to 1s.• Applying FORM & root cause analysis constantly to solve problems & improve any flagged performance across the team.• Working closely with internal stakeholders to identify & implement best practices.• Also leading the wellness programme in the projects to ensure the teams are supported through the WeCare progamme.• Drive & manage global initiatives as well as promoting an ethos & culture of improvement across the teams. Show less • Leading a team to review safety content on platforms, select the most suitable labels for the content according to the policies in order to optimize the models.• Provide insights & improve operational management mechanisms & processes across content labelling project. • Identify improvement opportunities in workflow by using daily data analysis and suggest solutions.• Lead, manage, recruit & developed a team of Content Moderators, helping them to achieve their full potential and maintain high standards & quality of work.• Ensured that all services were delivered within the framework of Accenture/Meta core values and inline with existing policies & procedures. • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. Show less - Leading the QA team and preparing best practices/processes in place to improve efficiency.- Leading the Quality meetings with team leads & Ops managers.- Delivering exceptional client experience by providing team performance and quality on weekly/monthly basis.- Creating daily/weekly quality reports for the client.- Attending Weekly Business Review (WBR) meeting with client to present the Quality data on weekly basis. Also leading the client calibration sessions. - Providing training to new team members, delivering 1 to 1 and group feedback, along with refresher sessions on regular basis to update the team on any new policies or procedures set by the client.- Act as a Subject Matter Expert (SME) for QA evaluations. - Monitoring team's performance closely to ensure the set goals are achieved. - Also identifying the focus areas & opportunities for improvement through the team huddles and coaching sessions.- Managing the quality for the team of 80+ agents and always ensuring they have up to date knowledge/training in order to achieve the desired goals. Show less - Processing and reviewing accounts that have been flagged to ensure there are no violations of the policies. - Ensuring all the social media complies with all published policies and procedures. - Escalating issues to the TLs/QAs or client point of contact as appropriate.- Ensuring all work is performed in accordance with SLAs & metrics.- Responding to the notification of potentially sensitive information in appropriate manner by validating the inquiry and performing further investigations.- Attending refresher training on weekly basis to keep up to date with the knowledge as well as the latest policies.- Responsible for the other activities assigned by the TLs/QAs. Show less

  • Policy & Change Delivery Lead

    Jan 2022 - now

  • Operations Senior Team Lead

    Sept 2020 - Jan 2022

  • Content Moderation Team Lead

    Dec 2019 - Sept 2020

  • Senior Quality Analyst

    Jun 2018 - Dec 2019

  • Senior Product Data Operations Specialist

    Mar 2018 - Jun 2018