In charge of strategic consulting engagements.Advising customers on information systems strategy, process transformation, data governance practices...

Managed strategic consulting and digitization engagements.Also took business development responsibilities in Africa, targeting the telecom sector with a focus on the Orange account.

Various management consulting engagements:- Business process improvement- Specifications- Solutions architecture- Testing- ERP and CRM environments.

Head of value-added services department with accountability for legacy services, VOD, gaming, mobile financial services, mobile applications, and mobile advertising.Major achievements:- Built a business-oriented VAS team- Consolidated legacy services revenues- Prepared a service portfolio for 4G launch within 2 months- Established quality standards for new and existing services and applications- Positioned Ooredoo as a value-added services leading company with innovative products in entertainment, eLearning, transactional services and utilities regularly pushed to the market.

Department head - Marketing:Data mining, Geomarketing, Marketing coordination, Market research, Market intelligence, Customer Experience & Channel management.Major achievements:- New business opportunities: RAN Sharing, MVNO, Wi-Fi offload.- Data mining: Behavioural segmentation, customer profiling, inactivity scoring, churn model, tariff simulation, event-based DB, high-value customers real-time follow-up, campaign management.- Geomarketing: Value-based network management, fiber deployment, sales network mapping, spatial segmentation & reporting.- Marketing coordination: Rebranding program, offers feasibility and implementation, project follow-up, management reporting.- Information systems: SAS migration (v9.3), SAS SNA, SAS OOC, Greenplum, Webradar (Market intelligence), Social CRM.- Market research: Customer satisfaction, brand health, network quality, portability, data sizing, rebranding, business sector.- Customer experience: Transformation plan, self-care reengineering, dashboard implementation, PMO.

Department head - customer care support with the main objective of performance improvement within the customer care department.Work scope:- Production management (call flow forecast and planning, activity monitoring)- Service integration (management of the offerings, promotions, products and services from the customer care side)- Processes (continuous improvement of work procedures, process reengineering)- IT projects (specifications, testing, roll out, change management)- Training (technical and soft skills)- Quality monitoring (quality checks, customer satisfaction surveys)- Performance management (activity reporting and analysis, management control).Major achievements:- Quality process reengineering- Creation of a performance management service- Improvement of reporting process reliability- Imrovement of the first-time fix rate- Setup of a monitoring process for the customers backoffice- Setup of a new entity for sales on incoming calls- Setup of a new billing system for yellow pages- Setup of a social media management process- Setup of a management dashboard- Setup of a customer satisfaction surveying process- Setup of refund control process- Regular competition benchmark- Creation of a 'mobile phone lab'.

During the years 2010 and 2011, Orascom Tunisiana's customer service department conducted a huge information system upgrade program. Kais helped as a functional architect with the following engagements:- IVR: Interactive Voice Repository- WFM: Workforce Management- IWD: Backoffice management- BSCS iX: Last version of BSCS billing at that time- LP: Loyalty Program system- QlikView: Reporting system- eLearning : new online learning system for customer agents.Kais took charge of the following duties:- Functional requirements workshops- Functional specifications- Providers selection and evaluation- Functional testing campaigns- SPOC with the IT department.

As part of its development strategy, Ooredoo Group initiated a customer experience improvement program. One major project was to implement a real-time, multichannel customer survey platform called 'VOCE' (Voice of the Customer Experience). Six OpCos were concerned: Qatar, Oman, Algeria, Irak, Tunisia and Indonesia.Kais took charge of the following duties:- Work sizing, planning and prioritization- Functional requirements workshops- Supervision of the technical infrastructure setup- Editor relationship management- Functional tests scenarios- Functional test campaign management- Bug tracking.

Senior Manager - in charge of the IT Risk & Assurance service line:Product portfolio:IT Strategic Plans, IT Effectiveness, IT audit / application audit, Data analysis, ERP integration, Securities, DRP / BCP.Examples of engagements:**Definition and deployment of a disaster recovery plan for Orascom Tunisia:- Impact analysis: diagnosis of recovery needs regarding the information system.- Vulnerability diagnosis: audit of the information system vulnerabilities.- Recovery strategy: definition of a recovery strategy for the information system. Estimation of the deployment costs.- Deployment of a crisis management organisation that identifies and escalates incidents.- Writing of organisational and technical recovery procedures.- Testing of the recovery solution.**Implementation of a banking software suite:- manage the engagement: animate committees, elaborate and follow up the planning, orient and supervise teamwork.- Draw the process map of the bank and describe the flaw of transactions- Supervise the preparation of the chart of accounts and the accounting schemas- Animate functional requirement workshops- Coordinate the procedure manuals drawing up- Assist the client with software parameterization- Take charge of test scenarios drawing, assist the client with test execution.**Liabilities audit for a major local bank:- Audit of IT processes leading to liabilities-related statements and reportings.- Calculation of the detailed liabilities and unpaid for each client and type of liability.- Matching between calculated statements and client generated statements, gap analysis.**IT audit as part of financial audit engagements:- Analyse the client activity and IT control environment- Orient the overall audit strategy- Identify IT-related risks impacting financial statements- Test IT general controls and application controls- Perform data analysis tasks to support the annual financial audit.

The engagement was to setup and parameterize PeopleSoft CRM and make the appropriate interface with the billing software in place: BSCS. The primary integrator was CapGemini ; Ernst & young and NewPoint took part of the project. The implementation lasted almost two years.Kais performed the following tasks:- Design test packages according to functional requirements of the significant processes (client service, marketing, sales, BSCS synchronization)- Manage execution of functional, technical, load and performance tests- Ensure bug tracking and resolution- Setup application environments, prepare setup package delivery, write setup and administration documentation- Mange versioning and version history- Provide end-users with training sessions.