Waseem Mohamed Mostafa Ahmed Shalaby

Head of customer ExperienceFull Time

Business Development ManagerFull Time

Growth and Revenue ManagerFull Time

• Job Details:• Develops project plan and identifies tasks required to reach the design and output objectives. • Sets authority levels and determines the responsibilities of the design and development team. • Monitors and reviews design and development activities, participates in the verification and validation process. • Follows up and reports on the project’s progress during the design, test and approval phase. • Coordinates with the sales, HR, Operations, IT and Quality to implement project task as per the plan. • Follows up on the project after the operations starts for a period of time that is double of the implementation phase. • Applies qualitative analysis of project operational processes. • Prepares presentations and technical material covering A.C.C. services, technical details and operational processes. • Establishes project manual. • Consistently meets predetermined metrics to achieve business objectives and customer SLAs. • Ensures contingency plans are in place for all services to include business recovery plans. • Ensures timely and accurate reporting of performance metrics and SLAs to the management. • Identifies and resolves problem situations as a final point of escalation. • Full P&L responsibility focused on achieving operations metrics: -Profitability of teams. - Productivity of teams. - Cost of Revenue. - Maximize utilization of resources. - Drive cost control measures across operations. • Approves resource planning, recruitment training and other development plans for the teams. • Creates a high performance, fair and exciting work environment that provides motivation and development opportunities for the teams. • Ensures sharing of knowledge and best practices within the company and counsel managers to enhance performance and arrest attrition. • Reviews performance achievements and targets regularly with operations managers and operations assistant mangers and provide strategic direction to improve service delivery.