Experience

SEMP

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Business Manager - Middle East

  • Apr 2022 - Present



TMA-Global Consultancy

• United Arab Emirates
• Transportation/Trucking/Railroad
• 1 - 100 Employee

• General Manager

  • Mar 2021 - Apr 2022

• Operations Director Middle East

  • Feb 2019 - Mar 2021

  Managing the TMA Global business as a whole (holder of POA), responsible for its day-to-day operations, including managing all business set up requirements, banking, and licensing. Representing TMA Global in all business matters. Responsible for leading a semi-government bid of a multi-million dirham offer, between three major corporations, Legal, Financial and Operations (TMA Lead Bidder).Contractual management above AED 7 Million and business development activities, bringing in new and retaining current clients. I have built a robust and resilient team by identifying and onboarding highly qualified candidates for critical front-line and senior management positions.Increased business with improved networking and strategies diversified across multiple channels.Spearhead the business expansion across South Africa, including overseeing the set-up of a new branch.

• Operations Planning Specialist

  • Jul 2015 - Feb 2019

  On assignment at Keolis Middle East July 2015 - October 2018 As part of the Middle East Team, Leads all Operational Transport Activities including, Bid writing, Stakeholder Management, Operations review of new and existing contracts, providing consultancy advice for operational optimisation. Providing support and guidance for Customer Service and Performance Management.Plans, directs, coordinates and manages the activities of assigned personnel in the Operations Department.Plans and controls the workforce requirements for the operations department ensuring effective implementationLeads the planning, coordination and recommendation of long and short term programmes in conjunction with the planning team.Develops and approves the Operations Policies and Standards.Ensures performance is regularly monitored and analysed to maintain and improve the availability and reliability of assetsControls the annual budget preparation for operations, monitors and controls / manages expenditure and justifies the variances.Directs and participates in the planning and coordination of overhaul programmes in conjunction with the Maintenance / Engineering function.Controls impact of operations on the environment by managing compliance with company and International Standards.



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Performance Manager

  • Sep 2012 - Jul 2015

  The key purpose of this job is to manage the Business Planning and performance department and ensure that performance analysis and reports required by the client and internally are delivered to time and quality and to ensure that necessary improvements are identified and driven forwards. Also responsible for managing the Customer Services team, with the Team Leader reporting to this role, ensuring that all complaints are handled within the specified contractual requirements and that reports are provided in a timely manner and streamlining Customer Service processes. Production of accurate ridership analysis, special event planning and timetable creation, implementation and monitoring and manages the Operations Planner. Making decisions on appropriate timetables, service levels and making recommendations to the client for service improvements and initiatives. Also supporting of other contracts and bid development such as the Al Sufouh Tram system, working as part of the mobilisation team to ensure all Performance, Planning and Customer Service deliverables are delivered on time and as per contractDeputize for Head of Business Planning and Performance.

• Deputy Planning and Performance Manager - Dubai Metro Project

  • Feb 2009 - Sep 2012

  Working under the Planning and Performance team at Dubai Metro. The Planning and Performance Team are responsible for managing timetables, rosters and service performance monitoring. We also have the responsibility of managing the Customer Services, building client relations, monitoring the Performance of the Dubai Metro (operationally), Attribution of all service affecting events and asset failures. Compiling monthly contractual client report. Managing the team on a day to basis. Monitor the Customer Services team and provide a direct Management line, making changes to improve the management of Customer Communciations and client relationships. Write proposal papers for various Operational requirements, recommend improvements to increase Performance.

• Performance Analyst

  • Feb 2009 - Nov 2010

  Employed as a Performance Analyst for the Dubai Metro, in the start up stages of the project prior to the launch of Revenue Services. Responsible for understanding our contractual position in relation to our KPI's, setting up processes to enable monitoring of the KPI. Service reliability tracking and analysis of Operations. Collecting performance data, data cleansing, data analysis, calculating on time and headway performance, service reliability and passenger loading analysis. Producing graphs and trend reports as appropriate. Production of daily, weekly and monthly performance reports, contractual reports. Presentations on different operational aspects including, alternative service operations, performance improvement initiatives and ridership.



Stagecoach Group Limited

• United Kingdom
• Truck Transportation
• 700 & Above Employee

• Customer Relations Supervisor

  • Jul 2007 - Feb 2009

  Responsible for the overall, day to day management of the Customer Services team, responding to all complaints received by the department and also, responding via telephone to enquiries and complaints, requests for information. Making Public Address Announcements during service disruptions, organising group bookings, and refunds and making decisions on fine appeals received. Also responsible for timely reporting to the Client on the management of the Customer Services Team, including, reports on Complaints, enquires, contractual reporting on KPI targets monthly. Ensuring that problem areas are sought out and targeted appropriately and improving the overall performance of the Customer Services department. KPI targets met each month.



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Customer Support Analyst

  • Mar 2005 - Jul 2007

  Responsible for timely reporting to the Client on the management of the Customer Services Team, including, reports on Complaints, enquires, contractual reporting on KPI targets monthly. Ensuring that problem areas are sought out and targeted appropriately and improving the overall performance of the Customer Services department.

• Customer Relations Advisor

  • Mar 2000 - Mar 2005

  Customer Service responsibilities included, responding via telephone to enquiries and complaints, requests for information. Making Public Address Announcements during service disruptions. Responding to written complaints and enquiries, organising group bookings, refunds and making decisions on fine appeals received.

• Revenue Inspector

  • Jan 1999 - Mar 2000

  Revenue Protection duties system wide, patrolling trams ensuring passengers were in possession of the correct valid ticket and issuing report of ticket irregularities to anyone who was not in possession of a valid ticket. Conducting Crowd Control activities for public events; such as football matches at Old Trafford; LCCC Cricket matches, City Centre events, Manchester Commonwealth games etc.