Experience

• 

  Alshaya Group

  • Kuwait
  • Retail
  • 700 & Above Employee

  • Senior Manager - Product & Processes | Strategy & Digital

    • Sep 2023 - Present

    A new role introduced me to Product Management which is heavily focused on overseeing the implementation and managing a new system adoption and Business as Usual (BAU) process, the responsibilities involve overseeing the end-to-end lifecycle of the system we have onboarded @sprinklr cloud solution, from planning and development to ongoing operational efficiency.Collaborating with stakeholders to understand business needs and define detailed requirements for the Sprinklr system adoption. Prioritizing features and functionalities based on business impact and user needs. Rolling out the Sprinklr cloud solution, working closely with development, IT, and vendor teams. Ensuring alignment with best practices and adherence to the implementation timeline. The most important of all is preparing teams for the change that is to come to address transitions and acceptance of the same. We create and maintain comprehensive documentation for the Sprinklr system, including user guides, technical documentation, and process flows. Define and monitor key performance indicators (KPIs) for operational efficiency. Monitor system performance, user feedback, and industry trends to identify areas for continuous improvement. We closely work with cross-functional teams to implement updates and enhancements. Collaborate with various departments, including marketing, customer support, and IT, to ensure seamless integration of the Sprinklr system into daily business operations.

  • Senior Manager - E-Commerce CX Operations | Strategy & Digital

    • Mar 2020 - Sep 2023

    Headed the Group Customer Service Complaints & Outbound Retention function (Ecommerce, Home & Retail) for Alshaya Group with the objective to improve customer satisfaction, drive customer loyalty and deliver improved customer sentiments. Was instrumental in setting up and the development of the Service Recovery function. The role included daily coaching to drive efficiency in Operations, effective stake holder management and deliver a world class experience for our customers in this ever challenging work environment. This was an opportunity that introduced me to grass root level operations in a robust E-Commerce work environment as we were scaling up in no time, growing from 10 brands sites to 120+ sites across 5 markets. We were a team who inspired, supported the growth and expansion of the business introducing features, services, process aimed to deliver a seamless experience as were in the process of transforming our order management systems. I was fortunate to have been part of this transformation which included adoption, implementation of the Sterling Order Management System , Far Eye last mile delivery service which revolutionized our business.

  • Manager - Service Measurements & Analytics (Digital & Marketing)

    • Oct 2016 - Mar 2020

    The role involved overseeing and optimizing the measurement (Net Promoter Score & SHOPPIE) and analytical aspects of customer journeys and experience in our Retail stores & Ecommerce space. Designing, implementing, and analyzing a Net Promoter Score (NPS) program aiming to measure customer satisfaction and loyalty of our consumers. We also established a closed-loop system to follow up with detractors and passives. addressed their concerns, gathered more insights, and communicated back the actions taken to improve. This was a data-driven business environment which included: Developing and implementing key performance indicators (KPIs) to assess the effectiveness of digital and marketing services. Monitored and analyzed performance metrics to identify trends, opportunities, and areas for improvement. We conducted in-depth data analysis to derive actionable insights, Collaborated with cross-functional teams to interpret data and guide decision-making processes. With focus on reporting the team generated regular and ad-hoc reports that provide insights into service performance which were communicated to stakeholders in a clear and concise manner both technical and non-technical. Thru collaboration we brought marketing, digital, and other relevant teams to align analytics efforts with overall business & divisional objectives.

  • Manager - Quality Assurance (Service Quality)

    • Feb 2011 - Sep 2016

• 

  CSA Ltd.

  • Executive Offices
  • 300 - 400 Employee

  • Specialist - Compensation

    • Sep 2008 - Jan 2011

    This was an opportunity and experience of a life time to work with such a talented leader that too with AECOM’s subsidiary in a Defense Contract on the compensation program, handling various responsibilities related to job pricing, market analysis, compliance, and HR processes. The role involve collaboration with auditing bodies, interaction with key management personnel, and managing the end-to-end internal promotions, step progression plans for various job categories etc. Conducted moderate to complex job pricing and market analysis. Participated in industry or regional surveys and conducted customized surveys. Collaborated with DCAA, ISO, DNV, Internal & QC auditors on projects and assignments, ensuring compliance with internal policies, regulatory requirements, and labor laws. Administered various compensation programs within the company, prepared position descriptions and ensured completion of job analysis questionnaires. Provided advisory support to assigned divisions in processing pay actions and obtaining necessary approvals thru the base command. Advised divisional management personnel on compensation recommendations on equity pays, promotions etc. Conducted resume searches on various internet websites for recruiting purposes. Provided advice to managers and employees within respective client groups on company compensation policies, personnel procedures, and classification procedures. Evaluated and assessed internal promotion documents in accordance with standardized procedures and standards. Received and maintained all required documentation for the recruitment process, ensuring all documents for candidates, including background checks, references, and education credentials, were obtained and filed in the employee files. As part of the role I had to work with HR softwares such as ImpromptU, Deltek Costpoint, BrassRing, etc.

  • Human Resources Associate II

    • May 2008 - Sep 2008

  • Senior Administrative Associate

    • Jan 2007 - May 2008

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  Multi Speciality Hospital & Institute of Cardio Diabetes, Udupi, India

  • HR Generalist

    • Oct 2004 - Sep 2006

    •Managed daily cashbox and log book•Maintained confidential files•Prepared daily trading, profit and loss, and income and expenditure accounts•Compiled payroll data, including hours worked, wage computations, insurance to be withheld, and prepared salary pay slips•Recorded employee information, including transfers, promotions, and resignations•Managed accounting software for organization•Assisted with taxation policies of government in regard to accounting principles•Provided information to employees and managers regarding payroll matters and benefit programs

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  Mandarin Oriental Hotel Group

  • Payroll Administrator

    • Nov 2005 - Dec 2005