Head of Operations Excellence & Continuous Improvement

• Mar 2022 - Present

- Set the baseline of operations at the terminals in terms of all communication, required infrastructure and systems, and skills that people need to run day-to-day operational activities effectively. - Build lean organization by optimizing the operations and reducing possible cost areas. - Capture all possible box-less ideas and translate them into practice. - Conduct benchmarks with facilities and services, and recommend the best to implement. - Conduct industry related market… Show more - Set the baseline of operations at the terminals in terms of all communication, required infrastructure and systems, and skills that people need to run day-to-day operational activities effectively. - Build lean organization by optimizing the operations and reducing possible cost areas. - Capture all possible box-less ideas and translate them into practice. - Conduct benchmarks with facilities and services, and recommend the best to implement. - Conduct industry related market intelligence and provide preparedness plans. - Enhance end-to-end journey touchpoints and related transactions and interactions. - Develop all necessary operational business cases for any potential opportunities. - Set up the operational governance models and ensure continues enhancements. - Conduct necessary assessment for resource enhancements. - Design and develop all necessary standards and documentations. - Ensure regulatory and compliance requirements are adhered to operations. Show less - Set the baseline of operations at the terminals in terms of all communication, required infrastructure and systems, and skills that people need to run day-to-day operational activities effectively. - Build lean organization by optimizing the operations and reducing possible cost areas. - Capture all possible box-less ideas and translate them into practice. - Conduct benchmarks with facilities and services, and recommend the best to implement. - Conduct industry related market… Show more - Set the baseline of operations at the terminals in terms of all communication, required infrastructure and systems, and skills that people need to run day-to-day operational activities effectively. - Build lean organization by optimizing the operations and reducing possible cost areas. - Capture all possible box-less ideas and translate them into practice. - Conduct benchmarks with facilities and services, and recommend the best to implement. - Conduct industry related market intelligence and provide preparedness plans. - Enhance end-to-end journey touchpoints and related transactions and interactions. - Develop all necessary operational business cases for any potential opportunities. - Set up the operational governance models and ensure continues enhancements. - Conduct necessary assessment for resource enhancements. - Design and develop all necessary standards and documentations. - Ensure regulatory and compliance requirements are adhered to operations. Show less

Quality Assurance Manager

• Dec 2021 - Mar 2022

Market & Consumer Research Senior Specialist

• Sep 2019 - Mar 2022

- Develop customer experience strategy, policy and governance aligned with the overall organization strategy. - Develop customer experience roadmap and program supported by customer journey mapping analysis and research. - Undertake global and geo-political research on passenger numbers and spending behaviors. - Conduct economic researches pertaining their impacts on passenger and traffic, analyze future trends at the aviation sector and forecast. - Undertake benchmarking… Show more - Develop customer experience strategy, policy and governance aligned with the overall organization strategy. - Develop customer experience roadmap and program supported by customer journey mapping analysis and research. - Undertake global and geo-political research on passenger numbers and spending behaviors. - Conduct economic researches pertaining their impacts on passenger and traffic, analyze future trends at the aviation sector and forecast. - Undertake benchmarking analysis of airport operators and competitors from other customer centric industries and develop innovative concepts for Oman Airports. - Plan, monitor and manage the analysis of customer information across all dimension to provide insightful recommendations that empower accurate strategic decision-making at the leadership level.

Business Development | Secondee

• Dec 2021 - Jan 2022

Senior Terminal Duty Officer

• Sep 2018 - Sep 2019

Terminal Duty Officer

• Mar 2015 - Sep 2018

Act. Terminal Services Manager

• Oct 2017 - Jan 2018

Act. Terminal Duty Manager

• Jan 2016 - May 2017

Customer Services Administrator

• Oct 2012 - Mar 2015