Experience

TPAY MOBILE

• United Arab Emirates
• Financial Services
• 100 - 200 Employee

• Group Head of Regulatory & Compliance Affairs

  • Jun 2021 - Present

  Achievements: ▪ Rendered advisory to continuously enhance awareness and understanding of regulatory environment, compliance and policy issues, obligations and requirements within the networks, marketing, customer care, communications and other functions using both formal and informal methods. ▪ Developed polices & procedures and executed internal initiatives work-streams, and other initiatives in order to improve and protect TPAY's business. ▪ Played a major role in strengthen TPAY's relationship with the Regulatory Authorities and Central bank in Middle East & Africa. ▪ Played a key role in avoiding penalties and imposed remedies, protection of revenue streams, and avoidance of disadvantageous conditions and requirements. ▪ Drove the due diligence process, as well as the customary AML checks. Key Responsibilities: ▪ Providing regulatory advice, support & counselling on all regulatory matters to a range of internal customers across the organization. Developing and advocating internal solutions concerning all regulatory operational issues such as Licensing, Quality of Service, Numbering etc. ▪ Undertaking investigations related to non-compliance, identifies issues and seeks to resolve problems in a timely manner in line with regulatory requirements. ▪ Assisting to develop and communicate regulatory compliance policy within the various business units and evaluate the impact of the same. ▪ Conducting all advisory requirements and documentation to continuously enhance the awareness and understanding of the regulatory scene and environment, compliance and policy issues, obligations and requirements. Executing the same across all networks, marketing, customer care, communications and other functions using both formal and informal methods. ▪ Defining and defending regulatory and compliance policy positions. ▪ Planning, organizing, and coordinating cross-functional communications and initiative to realize compliance and policy objectives. Show less



Etisalat Egypt

• Egypt
• Telecommunications
• 700 & Above Employee

• Commercial Regulatory Affairs Senior Manager

  • May 2017 - Jun 2021

  Lead the introduction of ET Commercial Propositions, secured approval and licensing for the same. Drove a mandate of commercial and compliance functions, rendered advise to stakeholders on potential competitive P&S launches and helmed initiatives such as compliance with Fixed license while securing Fixed voice & data approvals from the Regulator Authority, compliance with the Regulator Authority & Central Bank of Egypt while introducing M-commerce products & services, raffle approvals with the Ministry of Social Solidarity and compliance with license and subsequent agreements for the MNP process Achievements: ▪ Established preferential treatment for ET with the Regulator Authority and other market players ▪ Improved relationships with key government entities such as the Ministry of Communication & Information Technology, Central Bank of Egypt, Ministry of Social Solidarity and the Consumer Protection Authority. This enabled us to make inroads into segments of service and business that were underserved prior. ▪ Assisted ET Misr in achieving the Value-Added Services (VAS) targets. ▪ Successfully negotiated new commercial frameworks and amendments securing the company's best interests. ▪ Ensured that all our license rights are secured and in-force from a regulatory and legal perspective at all times. ▪ Influenced the NTRA’s position favorably during cross operator’s negotiations. ▪ Mitigated NTRA’s response towards the company's license violation incidents with minimum reputational damage or legal exposures. ▪ Led Anti bypass initiatives “VOIP” within ET securing the international revenues lead. Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Commercial Regulatory

  • May 2014 - Apr 2017

  Entrusted with Commercial Regulations & Liaison Management functions for Vodafone Egypt. Achievements: ▪ Successfully secured preferential treatment for Vodafone Egypt with the regulatory authority and other market players given the unique challenges of the Egypt market.▪ Streamlined and revamped critical processes, overall operations and improved the flow of communication between key internal stakeholders and the Regulatory Authority that enabled us to achieve envisaged goals quicker. Show less

• Vendor Management Senior Supervisor

  • Feb 2011 - Apr 2014

  Managed the Outsourced contact center partners (agents) to ensure a consistent high standard customer experience in every contact. Lead a team of 4 vendor’s team leaders (60 agents). Acted as the single point of contact for outsourced team members and team leaders, customer operations departments and vendors’ management team. Also was in charge of SPs relationship management functionsAchievements:▪ Successfully managed the process and operations of outsourcing out of premises without any interruptions of service or quality.▪ Optimized all operational functions between Outsourced Partners and Vodafone leading to a smooth working relationship and service excellence.▪ Rendered expertise and provided insights on several desired areas of operational improvement and work with the Outsourced Partners (supers/agents) to deliver these improvements.▪ Drove the delivery of new products/policies through the implementation team. Show less

• Project Management Supervisor

  • Jan 2008 - Feb 2011

  Responsible for Vodafone Customer Care project delivery to ensure that all projects achieve their goals and are delivered on time, with the highest quality within the project constraints. Ensured adherence to organization policies, procedures and methodologies as a part of Organization Process Assets (OPAs). Completed assessment for Internal Enterprise Environmental factor as a part of project initiationAchievements:▪ Played a key role in the development of process flows and project improvement plans.▪ Codified all project documents and processes as part of our corporate knowledge repository.▪ Drove governance meetings with all stakeholders, keeping the stakeholder’s needs and requirements continuously in view.▪ Paved way for an Agile environment and a high-performance team culture using best in class project management knowledge, tools and techniques thought-out the project life cycle Show less

• Customer Experience Commercial Specialist

  • May 2007 - Dec 2007

  Highlights:▪ Managed all elements of the customer experience lifecycle from end to end, ensured expansion of client portfolio and commercial perimeter, while retaining market leadership and achievement of envisaged corporate goals.