OBJECTIVE

• To secure a challenging position in the field of business operations management and optimization in a reputable organization offering an opportunity to grow and expand my experience andskills, while making a significant contribution to the success of the company.

SUMMARY

• A highly competent and results - oriented professional with 15+ years of exceptional track record in business operations management and optimization.
• I am passionate about harmonizing strategy with operations using the optimal technology.
• With a Master degree in Business Administration, I thrive at initiating, developing and orchestrating cross-functional business optimization projects that support key strategic initiatives, operational efficiency, business continuity, and organization bottom line.

PROFESSIONAL EXPERIENCE

Business project manager

Confidential

Responsibilities:

• Reported to the Chief of Hospitality, assigned to identify, develop, and execute strategic plans to achieve business goals related to assets life cycle management.
• Managed the implementation of Infor EAM (Enterprise Asset Management) for Jumeirah-owned hotels for asset life cycle management.
• The project scope covered hotels operations & maintenance, supply chain & logistics, financials, and analytics (Business Intelligence) through a single platform - Infor EAM.
• Adopted Agile Project Management approach in line with the diverse nature of project implementation.
• Adapted to work remotely during the implementation due to Covid-19 situation.

Senior operations manager

Confidential

Responsibilities:

• Reported to the Chief of Community Management Division.
• Optimized the business operations related to owned assets by introducing the concept of a centralized automated platform. The concept aimed at digitizing data to prevent data loss and facilitate live dashboards covering the different department of facilities management, leasing, retail, community management, procurement and finance.
• Conceptualized, led and rolled out the implementation of Infor Enterprise Asset Management (EAM) for assets worth more than $2 billion across 7 communities involving 120 staff users along with staff of 10 outsourced Service Providers and 7 contractors; plus, users from different cross-functional departments.
• Optimized the utilization of Infor EAM and user experience through regular training workshops for 200+ users to ensure smooth operational transition and manage the resistance to change.
• Slashed consulting services costs 30% by negotiating pricing, licensing fees and rationalizing the licenses allocation to users, while ensuring the continuation and enhancements of services.
• Spearheaded the standardization and automation of 20 cross-functional processes - all on one single platform (including systems migration and/or integration) to facilitate streamlined Business Intelligence reports at all organizational levels.
• Participated in the development of " Confidential ONE" App to enrich the customer journey and enhance users' experience.
• Launched a 24/7 Call Center dedicated for communities' services achieving significant First Call Resolution through efficient calls qualifying and troubleshooting tips raising customer satisfaction by 60% in 1 year.

Senior operations manager

Confidential

Responsibilities:

• Reported to the Director of Facilities Management Division.
• Initiated gap analysis to define areas of improvement related to operational processes and technology.
• Set and implemented a roadmap for improvements which resulted in smooth efficient operations and shorter turnaround time of maintenance tickets, lower operational cost and higher customer satisfaction.
• Transformed the reporting mechanism by establishing a standard framework of reports and dashboards which provided timely insight to the management on operational performance at different levels.
• Restructured the department organization chart in liaison with HR addressing manpower planning, personnel policy, performance appraisals, recruitment process, career development, succession planning and employee relations matters for 1000+ employee.
• Championed and executed the implementation of $1 million project to automate Facilities Management operations covering 200+ Royal facilities - SAP Mobility solution, Site Survey, Asset Verification and Assets Tagging which resulted in 95% data accuracy, data protection and loss prevention, and automated reports.
• Redesigned the 24/7 Call Centre operations on SAP CRM for resulting in 90% performance improvement, timely service delivery and efficient reporting system.
• Acted as main point of contact with designated representatives of Royal clients for resolution of escalated matters.

Project manager

Confidential

Responsibilities:

• Reported to the Chief of Business Support Officer.
• Orchestrated the different projects related to Marketing, Public Relations, Administration and Procurement departments during the critical phase of launching the company.
• Spearheaded the development of business processes of the four different departments.
• Managed the launch campaign of Confidential, as a new start-up, working closely with the Marketing and Public Relations departments.
• Reduced consulting services costs 30% by negotiating pricing and fees, without jeopardizing the quality of agencies and services.
• Chaired the workshops for developing the company's vision and mission statements and the overall objectives involving the leads of the different departments.
• Formulated and rolled out the company's brand guidelines for the different uses including templates, letterheads, stationary, etc. to ensure consistency and monitored compliance.
• Organized Confidential ' booth in Cityscape 2008, the world's largest networking exhibition and conference on real estate and property development held in Dubai.
• On a special assignment by the CEO, led comprehensive strategic review of 10 key urban development projects to mitigate gaps, sustain business growth and ensure alignment with the overall business strategy.