• Led the HR CC unit within Qatar Airways Group, providing support to 40,000+ QR group employees through various OMNI channels.• Overseeing various HR shared functions (Payroll, Labour Law, Systems, HR Admin, Immigration, Recruitment, OnBoarding, Compensation & Benefits, Policies, Staff Travel, and Business support).• Analyse, audit, prepare, and present relevant performance related reports to Senior Management (Yearly reviews, QBR, MBR, weekly dashboards)• Design SOPs, Operational KPIs, Resolution SLA, and communicate effectively with relevant stakeholders within QR HR, and relevant government entities.• Evolved the HR support model to pilot an internal automated Chatbot model for employees’ questions, issues, and concerns. Leveraging technology to reach efficiency while expanding HR global reach beyond time zones and operational headcount challenges.

• Led the BPO unit of VF Ireland with 60+ overall FTE in 2014.• Managed Multinational teams directly and remotely from AU, UK, NZ, & IRE.• Driving operational efficiency, raising customer service levels & maximizing sales.• Organizing workload, allocating tasks, and driving performance.• Managing Unit and teams individual performance.• Communicate directly with BAMs, CAMs, NAMs and key account managers.• Coach the staff and ensure the correct tasks distribution.• Financial exposure with a focus on P&L, and profit margins.• Design competitions, and create incentives to drive sales performance.• Identifying areas of the business where improvements can be made.• Developing and reviewing policies to maximize efficiency.• Involved in the recruitment & interviewing of new staff in liaison with HR.• Ensuring compliance with relevant performance management ways in accordance with COPC standards.• Training of new staff & identifying training requirements of existing staff in liaison with L&D department.• Achieved operational efficiency consistently, improving customer service levels, NPS, with focus on resolution, customer satisfaction, and budget; driving Net Promoter Score from an initial -5% to +35% within 3 years.
Selected Achievementso Manager index score of 94% during 2013 for direct reports employee satisfaction through VF yearly people survey.