Mai Soliman Email and Phone Number

The UK IT portfolio delivery team is responsible for the management of business demand, delivery and governance of the UK CAPEX funded initiatives to drive business growth.Manage assigned projects within the portfolio. Manage high complexity projects with cross functional impact across a number of technical systems, domain areas, System Integrators and Third Parties. Projects will involve constrained resource teams and typically include significant business change /transformation. Managing senior business stakeholders is a key part of this role and its success.Responsible for the end-to-end delivery of assigned projects starting from creation of the business case to the transition into IT operations ensuring delivery to the required standard of quality and within the specified constraints of time and cost. Compliance to the methodology as defined by Vodafone’s delivery governance is an integral part of the role.Work collaboratively and constructively within UK IT to ensure delivery of the projects with assigned portfolios on time, on budget. Manage the direction, priorities, scope and plan for the project delivery to realize maximum benefit for key stakeholders.

Responsible for leading customer facing Complex E2E projects across multiple domains on behalf of Vodafone for our Enterprise Customers, leading multi-party teams, taking responsibility at board level.Accountable for ensuring that all Projects and their component parts adhere to the mandated Vodafone best practice methodology and processes. Engage with and seek improvements to processes at all times. Ensure all project team members are following methodology and processes. Provide leadership & contribution to all Vodafone Process & Methodology discussions/workshops that affect management of projects.Accountable for acceptance into live service, mitigating impact of risk to both the customers and Vodafone’s operational business.

1. Manage the feasibility assessment of new concepts including concept approvals, validations and simplifications.2. Own the Service Description, by submitting a comprehensive version 2 to 3 days before assessment.3. Responsible on SD closure and sign offEvaluation of the overall PM activities of the highest priority project throughout delivery and post launch handling4. Participate in UAT making sure that it is systematically planned and results are positive in order to start the FUT5. Manage FUT E2E: consolidate all findings by stakeholders and report issues to IT and follow up on resolution6. Actively participate in the ongoing testing squad7. Ensure stability of launched projects via babysitting phase8. Actively participate in the ongoing benchmarks

Enhancing the customer journey related to existing and new products and services by applying Friendly User Tests,usability test, expert reviews, telephone surveys throughout the product life cycle.* Help identifying the tests needed for evaluating products and services simplicity based on business input. * Run Expert Reviews for new or existing products and services ? React quickly to all customer or process issues signaled by Orange touch points (shops and call centers).* Capitalize on best practices, good ideas and customers feedback.* Run FUT: finalize the FUT plan, define objectives, prepare all needed resources, coordinate cross departmental testing activities and preparation, consolidate findings and deliver recommendations affecting Orange's strategic launches Go/No Go.* Act as team member in the UAT tests.* Help in managing User Tests end to end including: Pre-test activities (customer recruitment, tools, usage scenarios, questionnaires, etc.).* Present CTC tests findings to business stakeholders.* Analyze the data collected, writing the final report and summary synthesis regarding customer acceptance.* Evaluate the effectiveness of marketing and sales customer aids / communication (e.g. brochures, notices, manuals, user guides, sales tools, packaging, advertisement campaigns, direct marketing material).* Enhance CTC capabilities through identifying new tools and methodologies.

Ensuring effective CS participation and proper planning to ensure operational and process readiness prior to commercial launch and content management for CS IVRs. Performing post-launch reporting on relevant CS KPIs and voice of the customer.1. Manage projects enhancements and outbound campaigns that benefit CS operational efficiency, enhancing customer experience and budgetary issues.2. Ensure that CS requirements are submitted on time to project managers in Marketing and Product & Services development departments.3. Preform regular updates to concerned functions heads within CS for his/her assigned projects.4. Ensure that Customer Service requirements are aligned together and with CS KPIs along with giving a regular feedback from CS teams on overall CS operational efficiency to Commercial.5. Provide CS teams with inputs needed to develop front-liners briefing prior to launch.6. Update IVR content upon offer change/end.7. Report impacts on CS KPIs and voice of the customer.8. Prepare and validate scripts, handling SMS campaigns and escalating major failures to commercial.9. Ensure that CS agents gets required training before project launch depending on its complexity.10. Provide post launch feedback to Marketing, Customer Service and Products & Services development departments.11. Ensure content accuracy and consistency among all customer touch points IVR, INTRANET, VRS, SMS, etc.12. Ensure that ideas and proposals raised from CS teams are submitted to Marketing/Technology teams for checking feasibility

▪ Lead Enterprise Preferred Agent team by handling all the required activities that maintain smooth operations across the team through providing guidance and support staff members.Ensure proper handling of all incoming/outgoing calls of the call center.▪ Follow-up on the coordination with other concerned departments to ensure timelycustomers’ complaints resolution.▪ Communicate process between the Call Center team and other sub-departments.▪ Monitor the requested staffed time on a daily basis to minimize lost call rate.▪ Contribute to the development, definition and implementation of quality and standards.▪ Provide on the job training for new hires.▪ Present updates on operational issues and propose new ideas for enhancement proactively with higher management.▪ Ensure that all requests and actions are finalized within the predetermined SLAs.▪ Escalate problems and provides relevant feedback to the right channels.▪ Perform sample monitoring to check quality standards among team members.▪ Suggest tools and communication channels to share new ideas generated from subordinates with the right concerned parties.▪ Monitor staff performance by revising their work and provide required instructions and guidance.▪ Motivate staff through incentives and rewards aiming at employees satisfaction & better performance.▪ Hold regular meetings with team members to strengthen communication and ensure sharing the same message.Conduct visits, when needed, to contact persons.

Perform all the operations of the company like taking reservations either by mails or directly from the clients (whether Egyptians or Foreigners), and provide customer service to clients.