Vice President of Programs and Projects
Leader Investment Group
Total des années d'expérience :17 years, 0 Mois
Freelancer
• Research, Defining and managing business needs, problems, opportunities.
• Assessing the business impact of changes, obtaining, examining, recording, tracking requirements, develop solutions.
• Defining and monitor scope of work, manage schedule, budget, time, quality and deliver value to stakeholders, tracking resources, risks and work dependencies.
• Co-established the human resources services contact center.
• Defined business needs, create solutions, recommendation, business cases, identified gaps, aligning goals and objectives to organizational strategic goals.
• Elicit, analyses requirements and defined evaluating metrics and success criteria.
• Led a couple of projects for delivering group unified healthcare insurance and devolving ERP system.
• Dealing with External and Enteral entities and key stakeholder.
• Lead a functional technical and operational team members of the insurance brokerage and the insurance company, co-located in SBG offices.
• Lead and execute the unified healthcare insurance group as the technical supervisor to unify policies.
• Handle all escalated insurance matters, and maintain stakeholder’s expectations, 350K+ beneficiary.
• Managing financial transactions between group divisions, companies, insurance brokerage and the insurance company, which are worth 450M+ SR. Yearly.
• Obtaining and maintaining all financial documents.
• Developed QA processes to monitor and control the healthcare insurance operations performance as well as for the contact center.
Appointed as Aziza Panda project manager and a focal point of contact.
• warded & led a new campaign for the client (watch & win), volume of work increased by 600%.
• participate in designing the call monitoring formats & suitable quality standards.
• developed “SOPs, performance reports, services scripts”.
• oaching & feedback, responsibility for delivery of the defined customer experience in every
call.
• se quality monitoring data management system for compiling & tracking
performances/customer feedback at team & individual levels.
• ontribute of acquisition in new CRS’s.
• ed and managed the daily activities of call center agents.
• upervising, planning, & managing functions concerned to call center environment.
• eriodically prepared presentations for senior management and clients
• nfluenced the hiring process in addition to the training and development.
• repare & analyse internal/external quality reports & managing the staff reviews.
Processing of group medical underwriting administration to ensure productivity, quality &
service level targets are consistently met.
• Handled & processed day to day requests such as addition, deletion, upgrading, & missing.
• Issued debit/credit notes and reconciled accounts.
• Handled new policies from the cautions until issuance.
• Perform administrative tasks, such as maintaining records & handling policy renewals.
• Assist medical claims department to clear all the pending claims, finalized & make the
reconciliation with providers.
• Assist general department to issue new TBL policies in PREMIA system.
• Developing new medical system (TOSHFA).
• Excellence Letter - May 2008.
• Award Letters - September 2007 & August 2007.
• Handling the daily inbound calls and provide the services needed according to each processes requirement.
• Airlines tickets booking.
• Follow-up on customer inquiries not immediately resolved.
• Worked as a multi skilled agent on number of processes “Elaf travel & tourism, SPS Net, Al Haddad Telecom, Air Arabia Air Lines, Al Khayala Air Lines, Nessma Net” & other short term campaigns.
• Developed SOPs for Air Arabia Air Lines campaign.
• Involved in the hiring process for new CSRs. And trained new agents.