• Process Governance – Stream lead for the development of Level 2 to Level 4 processes in line with eTom and ITIL for both commercial and operational – value chains, operational processes (Lead to Order and Order to Cash) and support functions covering PLM, Capex, Opex, Cost of Sales. Developer and manager for bespoke billing process for ICT services. (95% of overall ICT billing)• ICT Portfolio - Research, design and development of product & marketing strategy to maintain and enrich the… Show more • Process Governance – Stream lead for the development of Level 2 to Level 4 processes in line with eTom and ITIL for both commercial and operational – value chains, operational processes (Lead to Order and Order to Cash) and support functions covering PLM, Capex, Opex, Cost of Sales. Developer and manager for bespoke billing process for ICT services. (95% of overall ICT billing)• ICT Portfolio - Research, design and development of product & marketing strategy to maintain and enrich the ICT product catalogue. • Contract Management – Contract execution for complex and high value clients, covering over 13 partners with a TCV of AED 250m• Quality Management – Establishing controls on PLM processes and project delivery methodologies to strengthen core business and revenue realization though stringent risk assessment and quality measures. Encasing the brand element and standardization for all operational and customer transactions. • Commercial Controls - Internal/External Audit management for ICT Commercial team. Show less

• Incubation & Delivery Strategy – Managing and delivering ICT solutions, develop processes, sound business practices and standards that nurture and support organic growth of the business.• Projects Delivered - ICT-Financial Services, Digital Advertising Services, SaaS, M2M & IoT Solutions, Block chain and Data Monetization – Big Data, Cloud and Datameana), DSOA

• Products Delivered - Manage Consumer Projects & Product launches (Mobile, Fixed Business and adjacencies) from a customer and business user perspective considering customer communications, product pricing, acquisition journeys, billing capabilities, reporting and commission readiness• Projects Delivered: Fixed National Launch (FNL), Order Management Transformation (OMT), mWallet, Retail Transformation, PCI DSS Certification Implementation, Sim Service Kiosk

• Process and Policy Library – Build and maintain centralized process, SOP’s, sales work instructions library for all sales channels (XXX documents, with revision tracking) in line with TM Forum and eTom framework.• BPMM – Managed process maturity index and migrated processes for all sales channels onto in-house digital application Aris (i.e. 180+ processes) • Commercial Launch Manager - Manage products and strategic change implementation initiatives, covering Capex, Opex, Audit (I.e… Show more • Process and Policy Library – Build and maintain centralized process, SOP’s, sales work instructions library for all sales channels (XXX documents, with revision tracking) in line with TM Forum and eTom framework.• BPMM – Managed process maturity index and migrated processes for all sales channels onto in-house digital application Aris (i.e. 180+ processes) • Commercial Launch Manager - Manage products and strategic change implementation initiatives, covering Capex, Opex, Audit (I.e. Retail, Direct, Indirect sales Channels) and cross-functional changes.• Leading business change process for a defined business line, initiatives from conception to successful implementation.• Motivating and engaging with teams to look for new ways of working and champion the transition through agile change delivery.• Project support for leading consultants – ADL, KPMG, AT Kearney, Devoteam, Capgemini , Neoris Celfocus, Verint, Cicero etc.• Changes Delivered - Mobile Number Portability (MNP), My Number My Identity (MNMI), Self Service Kiosk, Order Management Plus (OM+), Sim Tracking – (NMS – Number Management System), Digital Contract Printing, Implementation of TDRA’s - Customer Protection Document, Automated process of issuing Final bill (in store) for customer relocation and terminations. • Initiatives to reducing number of clicks per user screen (contributing to sales order placement time reduction from 24 minutes to 4 minutes) Show less

• BPM lifecycle Initiatives - Automation of dunning work orders – Achieving 95% success rate (Exception to MSAN).• Reduction of in-store customer waiting time from 30 minutes to 8 minutes, reduction of fixed services order failure by 95%.• Improved intelligent routing on the processing of exception / failed work orders – reduction of 80% and improved TAT of 48 hours. • Removal of Field Site visit requirements from modification orders – Cost reduction of AED 240 per Modification W/O… Show more • BPM lifecycle Initiatives - Automation of dunning work orders – Achieving 95% success rate (Exception to MSAN).• Reduction of in-store customer waiting time from 30 minutes to 8 minutes, reduction of fixed services order failure by 95%.• Improved intelligent routing on the processing of exception / failed work orders – reduction of 80% and improved TAT of 48 hours. • Removal of Field Site visit requirements from modification orders – Cost reduction of AED 240 per Modification W/O (70% of business pipeline) per day. Order processing time reduced by 2 hours per order at OMD and Activation desk. • Reduced wrong address work order posting with improved GAID assignment (reducing error rate by 90%) of xxx sales orders per day.• Implementation of the first sales functional work flow for sales transaction (Universal Agent – Unified UI), plug and play for multichannel expansion strategy (i.e. Retail, Indirect, Direct, Offshore contact center etc.) covering 800+ multichannel end users.• Championing War room post deployment of major CRs with KPIs being tracked for no Late or Missed appointments per day by Field engineers for fixed services. • Reduction in duplicate reporting and ensuring business KPIs match reporting practices triggered through BI universe. • Developed comprehensive understanding of BSS and OSS process and delivered system enhancement CR’s to help reduce data replication on various CX screens (reduction of order placement time from 25 min to that of 14 min.• du WIFI implementation – UAE wide initiative to support du’s broadband penetration (i.e. 2009 launch of du wifi with dubai metro)• Being hands on by fixing unscheduled work orders for consumer and enterprise services (Pending for field engineer site visits) due to system outages during system upgrades Show less

•Commercial Sales SPOC for PLM framework, delivering (CRs) pertaining to deliverables such as – •Managed Order delivery and transformation with Work Force Management System implementation. (Net Cracker – Logistic delivery Engine), Fixed Business Transformation (FBT), Home Service Recovery Program etc.•Delivery of Logistics and Inventory system for du’s Network layer - Phase 1 & 2 of OAIM (Net Cracker).•Support HPSA to Net Cracker (OAIM) migration.•FRL – Systems Transformation… Show more •Commercial Sales SPOC for PLM framework, delivering (CRs) pertaining to deliverables such as – •Managed Order delivery and transformation with Work Force Management System implementation. (Net Cracker – Logistic delivery Engine), Fixed Business Transformation (FBT), Home Service Recovery Program etc.•Delivery of Logistics and Inventory system for du’s Network layer - Phase 1 & 2 of OAIM (Net Cracker).•Support HPSA to Net Cracker (OAIM) migration.•FRL – Systems Transformation from legacy Pivotal and HPSM to BSCS and CRM.•Delivering Sales Work Order Controls and fixing ‘live rejected’ orders during the implementation of EDMS and OM+ (Middle layer) •Sales lead on the design and testing of the Trouble Ticket Re-architecture Project.•Automating CPE deposit and refund process, reducing wait time in stores.•Delivering Sales process and system changes in accordance to National Security Projects and raising CRs for quick wins towards Home Service Recovery Program and performing deployment support.•Establish robust team (Triage) to handle escalations in a timely manner for sale and VVIP channel. •Stream lead for raising new Home Service Recovery CRs and performing post deployment validation (15+ improvement initiatives).•Clearance of pre OM+ bucket from 8000 orders to zero (CRM orders queue Pre OM+).•Performed post OM+ deployment backlog clearance to zero.•Backlog of 1890 orders reduced to zero (Net Cracker Queue).•Raising new CRs and performing validation for sales support team and supporting Marketing teams for TSW MRC issues.•Revenue leakage issues identified with amount of AED XXXXX being recovered•Delivered Analog to IPTV migration for the full du customer base based on various network technologies. •Creating testing scenarios, conducting end user training, development of work instructions and perform post deployment sanity checks, managing post deployment support and measurements via data analytics, dashboard reporting. Show less

- Retail Sales Executive for Enterprise and Consumer Sales & Services at 5 major du stores.- Build, Operate and Transferred (BOT) 2 stores from inception to business continuity

• Managing back office and the front office staff for "Pioneer Customers" • On the floor - Sales and Customer Care support

Meeting and liaising with clients to negotiate and agree research projects, preparing briefs and commissioning research.Formulating proposals and presenting it to clients or senior management, writing and managing survey distribution, briefing interviewers and researchers, managing survey staff, moderating focus groups.