Raif Hourani رئيف حوراني Email & Phone Number

Beirut, Beirut Governorate, Lebanon

Muscat, Masqaţ, Oman

Dubai, United Arab Emirates

Reporting directly to the CEO, this is a client-facing senior management role with a focus on business growth, client relations, improvement of both internal and customer-facing processes, account management, operations, and overall day-to-day business oversight.

Manila, National Capital Region, Philippines

SCOPE: Global content/business stakeholder (Philippines, India, Latvia)Reporting directly to the SVP, Global Head of Private Markets. A functional expert that works directly with the senior leaders of the operations organization. Responsibilities include knowledge management, training, methodology, data/content acquisition and vendor management, and maintenance of standard guidelines and business requirements with a focus on operational throughput.• Drove automation and digital transformation initiatives to improve operational efficiencies • Created and maintained standard guidelines and business requirements and process documentation for the operations team• Acted as the primary contact and distribution channel of internal communications and relevant educational and content information within the larger organization• Acted as a stakeholder for data/content acquisition (vendors): research and analysis, cost-benefit, vendor negotiation and management, etc• Maintained and created training documentation and programming for the operations teams that support the private markets initiative• Liaised with the PMO to ensure the operations teams are receiving the technical support that is required for their outcomes• Owned the communication and feedback loop between the private markets content organization and the operations organization including but not limited to content issues, repeated requests, errors, etc• Provided requirements to Ops for Ops to deliver a throughput with a given quality at a given price• Coordinated/managed high-level projects cross-functionally - with Product, Engineering, Operations, Quality, Go-To-Market, Client Support, etc• Ensured that global operations teams are meeting their monthly targets/KPIs and worked with operations heads to investigate and resolve performance issues• Reviewed and enhanced existing processes via flowchart and value stream mapping and worked on eliminating waste and increasing operational excellence

Manila, National Capital Region, Philippines

SCOPE: Manager of managers, local head of 2 departments (~150 FTE, 8 direct reports)• Ensured comprehensive day-to-day oversight of all operational and administrative duties for teams under my purview• In collaboration with senior management, set the KPIs and business targets for all operations under my wing - worked to create and maintain scorecards to measure success and progress• Managed the department’s Supervisors/Team Managers and helped them in ensuring that the KPIs of productivity, timeliness, coverage, and quality/accuracy targets of the entire department are met• Managed/oversaw the performance of the team and made sure that top performers were recognized and rewarded accordingly• Conducted root-cause analysis (RCA) on underperformers and made sure they were coached and provided with the tools that they needed to improve• Coordinated with Content Managers, and Business Analysts to make sure that the overall department goals are met, and to come up with process improvement initiatives• Created and presented monthly and quarterly reports (business reviews) for Executive Management• Conducted error analysis to determine where the researchers are committing the most errors and address those shortcomings through refresher training, methodology review, process automation, and error definition and data categorization review• Collaborated with Software Engineers to create, maintain, and upgrade workflows, applications, and tools for all processes within the department• Answered internal and external client queries/requests in an accurate and timely manner, and participated in special projects as needed• Analyzed client feedback, identified areas for improvement and came up with action plans to address any shortcomings• Interviewed candidates for promotion to second-tier or first level manager/supervisor positions; interview new hires for entry-level positions• Managed the new hire and tenured employee on-barding training process

Manila, National Capital Region, Philippines

SCOPE: Manager of specialists/senior specialists (~16 FTE)• Successfully completed a Lean Six Sigma project on the reduction of internal agent-quality associate disputes - brought down to 0.41% from 9% - saved 2 FTE• Sent for the first time to the HQ office in NYC to aid in the enhancement of one of our collection tools and to create the guidlines and methodology document for its use• Acted as the department head in their absence • Managed the department’s Quality Control Associates and Process Specialists and help them in ensuring that the quality/accuracy targets of the entire department are met• Coordinated with Operations Managers, Content Managers, and Business Analysts to make sure that the overall department goals are met, and to come up with process improvement initiatives• Created and presented a monthly Quality Report and conduct error analysis to determine where the researchers are committing the most errors and address those shortcomings through refresher trainings, methodology review, process automation, and error definition and data categorization review• Collaborated with Software Engineers to create, maintain, and upgrade workflow and QC tools for the Quality Control process• Answered internal and external client queries/requests in an accurate and timely manner, and participate in special projects as needed• Analyzed client feedback, identified areas for improvement and come up with action plans to address any shortcomings• Interviewed candidates for promotion to QCA or PS and select the best candidate for the position; occasionally interview new hires for entry-level positions• Managed the new hire and tenured employee training process

Manila, National Capital Region, Philippines

SCOPE: Manager of specialists (~12 FTE)

Manila, National Capital Region, Philippines

SCOPE: Manager of language associates/research analysts (~8 FTE)

Manila, National Capital Region, Philippines

Manila, National Capital Region, Philippines