Head of CX

• Jun 2022 - Present

General Manager - Training

• Apr 2018 - Jun 2022

Consultant Global Talent and Development

• Apr 2015 - Mar 2018

Acting HR Manager

• Nov 2014 - Apr 2015

Consultant – Organisational Capability

• Jan 2009 - Nov 2014

Responsible for ensuring the organisation’s benchstrength is strong and the business is prepared to exceed objectives by optimising workforce output through effective talent management processes, business improvement initiatives focused on process enhancement, performance management, organisational design to support a lean and profitable business model, change management to meet ever adapting business conditions, training & development and employee engagement. Special Achievements•Led the unit’s “Workplace of Choice” initiative to develop higher levels of employee engagement through greater employee satisfaction. Scope included team & leadership development, organisational health & wellbeing programs and focus on personal & professional growth. •Supported training strategy development and delivered leadership training to GM Vietnam. Show less

GM Difference Field Manager/Dealer Standards Manager

• Mar 2005 - Jan 2009

A position developed to lead positive cultural change and effect business improvement by enhancing the quality of the customer ownership experience through introducing, implementing, monitoring and enhancing quality and change management processes through dealer standards. Key areas of responsibility were: •Development of standards and support materials to a level considered world’s best practice•Monitor, collate and share world’s best practice operating guidelines to enhance performance outcomes amongst the GM dealer network•Lead a team to deliver dealer quality audits for 17 GM dealers across the Middle East region•Train, motivate and lead dealer staff on the implementation and maintenance of improvement projects•Assess dealer performance to identify improvement opportunities and develop associated action plans •Effective planning, implementation and monitoring to achieve sustainable change management objectives within the dealer network•Ongoing dealer support – guidelines, mentoring and coaching for dealer change management teams•Consult with dealership executive management, dealer operations staff and regional field teams on implementation strategies and process improvementSpecial Achievements•Recognised as a subject matter expert and enlisted to provide support to standards implementation teams in other GM units, including South Africa and Egypt. Show less

Training & Development Officer

• Sep 2003 - Feb 2005

Responsible for developing a systematic training programme for BMW Middle East’s Aftersales department. Involved in creating processes and procedures to streamline and improve the existing local training function. Major tasks included quality control, process development & implementation, training needs analysis, scheduling, logistics and evaluation. Special Achievements •Responsible for the successful implementation of an online training management system which allowed BMW importers flexibility in managing their staff records, as well as tracking their internal & external training and resources. Show less

Project Manager

• Jun 2002 - Dec 2002

A temporary role, project managing the launch of Human Assets, a new human resources and training magazine for the Middle East. Responsible for developing processes and procedures, co-ordinating with publishers, printers and editorial staff to facilitate production and liaising with members of the HR and training community to build relationships and create awareness of the magazine. A temporary role, project managing the launch of Human Assets, a new human resources and training magazine for the Middle East. Responsible for developing processes and procedures, co-ordinating with publishers, printers and editorial staff to facilitate production and liaising with members of the HR and training community to build relationships and create awareness of the magazine.

Training Operations Manager

• Jul 2001 - Jan 2002

Responsible for administering the General Motors training campaign throughout the Middle East. Included providing support to the Operations/Administration team and fulfilling the role of project manager on many additional projects such as launches, conferences and new initiatives. Involved supplier liaison, retailer interface and day-to-day management of complex logistics associated with this programme. Special Achievements•Project Manager for the successful rollout of the Retailer Employee Certification Programme. This encompassed the development and implementation of curricula for the major job functions (Sales, Service and Parts) within the GM retail network. Show less

Training Specialist

• Feb 1997 - Jun 2001

Organised delivery of the General Motors training campaign across the Middle East and Africa. Involved co-ordination of management, sales, parts & technical training programmes and extensive liaison with delegates, trainers and venues to ensure the smooth running of the events. Entailed receiving input from General Motors Campaign Managers and regional dealers with regard to their training requirements and following these projects through to completion.Responsible for collating and processing requirements and handling all relevant correspondence. Special Achievements•Set up the Raytheon Training International office structure within GM Training Centre in Jebel Ali.•Developed a fully functioning training operation for the General Motors retail network in the Middle East. This included process development and implementation to support 21 GM dealers across the region. Show less

Exhibition Co-ordinator

• Sep 1994 - Jan 1997

Successfully managed the operational elements of the Middle East International Motor Show and the Middle East International Boat Show, two major biennial events. Successfully managed the operational elements of the Middle East International Motor Show and the Middle East International Boat Show, two major biennial events.