Bodoor AL-Qutob

Product Management

Key responsibilities: Plan, coordinate, and execute operations projects from initiation to completion, ensuring delivery within scope, time, and budget. Analyze existing operational processes, identify inefficiencies, and recommend process improvements. Develop and document standard operating procedures (SOPs), workflows, and process maps. Collaborate with departments (e.g. finance, customer service, product) to gather requirements and align operational strategies. Monitor project progress and performance using key performance indicators (KPIs) and dashboards. Support change management efforts, including training teams on new processes or tools. Conduct root cause analysis for operational issues and implement corrective actions. Ensure compliance with company policies, industry regulations, and quality standards. Evaluate and adopt tools or technologies to improve operational capabilities. Provide regular project updates and reporting to leadership.

1.Partner with shared services functional owners, onshore finance partners & business partners to create a culture which supports disciplined & systematic process management; data driven decision making; continuous improvement aligned with established strategy & objectives 2.Corporate Purchasing & Payables, Accounts Receivables, Financial Planning & Analysis Analysts of the various business units, Cost Accounting, General Ledger Accounting, and Treasury to increase internal process efficiencies and maximize the level of customer service 3.Identify projects and implement improvement initiatives using techniques such as Six Sigma, Lean Six Sigma that results in faster, better, cheaper services 4.Lead, coach, train and mentor teams in the use of Six Sigma, Lean Six Sigma tools and processes; serving as a change agent assisting in solving high level and / or complex problems resulting in breakthrough levels of performance improvement. 5.Train and mentor functional owners by providing guidance and direction as needed to ensure they are successful with implementing ideas to improve their function 6.Ensure effective control and adoption of improvements by local process owners. Lead efforts to implement process Control and Management – process mapping, documentation, metrics, monitoring systems and process ownership 7.Support the implementation / leverage best practices across to ensure process improvements are institutionalized throughout the business 8.Maintain project performance measures on a regular basis to report to leadership on project status as required 9. Delivery significant financial benefits to the company 10. Structured Problem-Solving skills and experience: uses a systematic, disciplined and fact-based process that gets to root cause to solve problems, analyzed and improved processes 11. ensure compliance with international (ISO27001) and local standards and regulatory laws and rules 12. Help organization to monitor and achieve accuracy in services delivered

1. Monitor and evaluate CSR and account quality performance in compliance to predefined standards 2. Manage various coaching activities and maintain improvement follow-up 3. Manage, control, and report evaluation and standard calibration sessions 4. Monitor, control, and report achievement of scheduled and action monitoring activities 5. Monitor, control, and report achievement of scheduled coaching activities 6. Manage and track CSR monthly performance summary process 7. Consolidate and submit account(s) performance and analysis reports 8. Develop and maintain effective scripts and FAQ’s 9. Develop operational policies and procedures to guide effective and consistent service delivery 10. Develop evaluation forms and checklists 11. Initiate, monitor, and track performance related corrective actions and resolutions 12. Manage quality systems functionalities, improvements, and training 13. Conduct quality awareness training to new hires

- Responsibilities : 1. Monitors and evaluates CSR and operational quality performance in compliance to predefined standards 2. Performs 1:1 coaching activities to CSRs and maintain follow-up 3. Develops procedures, policies and standards for core business operations, and supporting functions 4. Initiates, monitors, and tracks all corrective actions and resolutions 5. Conducts internal quality audits, to measure the effectiveness of the quality management system 6. Develops automated solutions for monitoring and evaluating the quality standards using MS Access Conducts quality assurance training to new hires 7. Promotes quality awareness amongst the Operations Department 8. Develops and analyzes quality performance reports 9. Develops account Scripts and FAQ’s 10. Develops evaluation forms and checklists

Responsibilities: 1. Contact the customers to inform them about new services, updates and features also getting their feedback and opinions. 2. Solving problems and give the correct solutions 3. Dealing in a professional and respectful way with each customer. 4. Activating new services and updating required information’s. 5. Worked as a Back Office representative during different campaigns by calling the customers making sure they want specific service then activated in the system. 6. Escalating issues and listening to the customers complains.