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Work Background
My Clinic KSADirector Customer Service Excellence & Operations
Mar. 2020 - Feb. 2024Jeddah, Makkah, Saudi Arabia
Bupa ArabiaHead - Operations
Apr. 2011 - Feb. 2020Saudi ArabiaJoined Bupa Arabia as Business Manager and then took up the role of Head Service & Hospital Service Operations and was challenged to enhance Operations efficiencies, Process Improvement / Re-Engineering, Change Management & build the harmonized medical decision making across different medical functions, build capabilities and competencies to improve Customer Experience, Retention and Loyalty as a game changer. I have been able to translate the given agenda through; Lead, develop & embed Bupa’s “Point of Care” (RAHATKOM) strategy across KSA. Developed and implemented Supply Chain Model for service delivery at the point of service. Developed, designed and Implemented CSAT / Customer Efforts Score. Lead, develop & embed organizational wide transactional NPS Program. Developed Focused Improvement Strategy to create Partnership with Health Care Service Providers to own the Customer Experience Lead the Up Your Service Program to build the Customer at the Heart Mind Set. Build the core capabilities of Service Operations through system, process and team development. Developed comprehensive System Infrastructure to enhance the Operational Efficiency Enhanced the individual productivity by re-engineering the process. Medical Spend Management & Analytics Lead the team of primary care doctors and specialists in Pre-Authorization. Responsible to manage over 7 billion worth of medical approvals a year and 7.5 million transactions a year. Developed Medical Services Profile and Healthcare Service Providers profile. Analyze and monitor spending trends and utilization of services. Lead the “Health Risk Management” strategy for Pre-Authorization function Develop and implemented customer service policies and procedures Developed the complaints management and recovery process. Transformed the contact center & customer care units into customer focused business unit.
UnileverCustomer Service Operations & Excellence Manager
Nov. 2007 - May. 2011Unilever is a multi-division manufacturing and Distribution Company with regional headquarters; The operations of Unilever Arabian span the entire GCC region, Yemen & Iran. Unilever worldwide is one of the world's largest FMCG Company. I joined UA in 1998 in commercial and during the last 7 years I held responsibilities in Commercial, Management Accounts, Sales Operations & Supply Chain. My previous roles are as follows; Managing all customers in terms of ordering forecast, Ordering fulfilment, stocks at the main distribution centre, and stock cover at customer warehouses. Customers are in GCC / Yemen and export business. Total number of SKU's 2000 excluding promotion. Lead, execute and deliver Demand Management for KSA BU (SAR 2.6 Billion Annually) & Gulf Business Unit (SAR 3.0 Billion Annually) Developed and implemented CIRS (Collaborative Inventory Replenishment System) for Distributors. Manage baseline forecast, owns forecast bias & accuracy and smooth delivery of promotions. Lead Innovation Management Network build up i.e. Run up/down/Bleed in/ Delivery. Responsible for logistics network development & management. Working Capital Management / Stock accuracy and control / stock modelling /SLOB management & Business Waste management. Lead the implementation of CCFOT (Customer Case fill On Time) across GCC. Planned, executed and implemented OSA (On Shelve Availability) Project in KSA with real time tracking of OSA across major cities. Responsible to Lead, develop & deliver the CSE (Customer Service Excellence) Road map across GCC region. Leading the SKU Complexity Reduction Plan across NAME (North Africa Middle East) Lead the design and implementation of DRP (Distributor Replenishment System) in SAP APO. Lead the implementation of ICCFOT from KSA distributor central warehouse to 22 branches. Lead the implementation of Secondary CCFOT from Distributor to Key Accounts Warehouses.
UnileverCommercial Marketing Supervisor
Jan. 2000 - Sep. 2003Yearly budgeting / planning of direct / indirect costs as well as product cost.
Product costing for any new SKU/Variant, formulation change and product structure changes.
Submission of the monthly management results to group financial controller.
Issue the transfer & export prices on quarterly basis.
Analysis of price structures across GCC countries. Quarterly innovation financial performance reports and submits it to UK office.
Compilation of weekly sales analysis reports.
Preparation of pack margin report on quarterly basis.
Preparation of ad-hoc management reports.
Weekly stock control report that shows stocks below one week or zero.
Preparation of price structures for promotional activities as well as for any change in regular prices.
UnileverSales Operations Supervisor
Jul. 1998 - Jun. 2005Responsible for the implementation of metrics based on process, compliance and outcome indicators. Leading the sales strategy KSA wide. Manage a team of professionals to deliver the organization strategy. Aligning brand marketing plans with customer business planning. Responsible for the co-ordination of sales activities throughout the Kingdom Sales activity plans Lead the Analysis of trader's stock audit to ensure the pressure of forward stock & develop activities to liquidate the trader’s stocks on hand. POS Management KSA Managing distributor relationship to eliminate any sort of pending issues and updating them on the Supply Chain's delivery and service plans Lead role in all SOPM (Sales Operational Planning Meeting) with management of both Unilever & Distributor Lead the roll out of Innovations and ensure achieving the pipe line fill in targets by channel by customer.
Al Oroba Contracting Co. LLCAccountant
Jan. 1996 - Jul. 1998Involved in feasibility study of the projects.
Project expense analysis between budget & actual.
Preparation of monthly management accounts.
Liaison with project owners & regulatory authorities. Introduced and successfully implemented the computerization of accounting functions.
Tanveer TextilesAssistant Accountant
Jul. 1994 - Dec. 1995Preparation of trial balance.
Preparation of monthly management accounts.
Preparation of payroll.
Reconciliation of bank statements.
Aging analysis of creditors & debtors.
Liaison with banks & regulatory authorities
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