Experience

• 

  Emirates Post

  • United Arab Emirates
  • Transportation, Logistics, Supply Chain and Storage
  • 700 & Above Employee

  • Executive Director or Retail Operations

    • Aug 2020 - Present

    • Led retail operations strategy across UAE network for 5 Zones• Established Retail Support and Quality Management departments • Centralize and control the service quality requirements • Develop tools that can support real-time identification of progress • Analyze customer waiting times, resolutions of complaints, workflows, & performance • Identify gaps and areas that need improvement and support enhancements • Evaluated Job Descriptions and branch charts to identify workforce impact • Review and prepare the branch financial targets, retail capital, and operating expenditures and monitor branch expenses

  • Acting Chief of Retail

    • Oct 2020 - Present

    • Provide critical oversight in the development of the new Retail Format Change Strategy• Execute the 5-year strategy, building individual plans to drive quality & performance• Drive the 5 streams of business to produce healthy profits and revenue• Provide guidance and insight to the teams on projects to achieve revenue targets • Ensure KPI’s are being implemented across the business• Evaluate & assess revenue, EBIDTA, net profit & service quality • Lead network, workforce optimization, franchise modeling, digitizing services, and quality integration through the use of systems, processes, and procedures • Engage with external consultants, preparing the operational & commercial direction, financial objectives & deliverables to positively impact retail operations

• 

  Emirates Post

  • United Arab Emirates
  • Transportation, Logistics, Supply Chain and Storage
  • 700 & Above Employee

  • Acting Senior Director of Operations Support & Development

    • Jul 2019 - Aug 2020

    • Led development and support of branches, & its employees• Collaborated with external Consultant ATKearney to identify the required KPI’s • Cascaded the KPI development plans & provided support & guidance on the implementation • Implemented KPI’s and drove appraisal process to measure the skill & performance • Identified gaps and analyzed opportunities to improve performance• Mentored and guided a team of leaders to support integration of the strategy, KPI & appraisal process

  • Senior Director of the Postal Zone, Dubai

    • Jul 2015 - Aug 2020

    • Led development of Dubai’s branches to achieve financial and service targets • Aligned UAE Federal Government & EPG strategy to all plans & projects • Analyzed gaps within processes and procedures & customer service standards• Determine best approach to enhance and streamline operations • Re-engineer and change structures • Assessed business operations and identified opportunities to streamline and limit risk• Reviewed & prepared annual operating & capital expenditure budgets & monitored budget • Implemented a staff rotation in branches to provide new experiences, different customer interaction & limit complacency

• 

  Nakheel

  • Dubai, United Arab Emirates

  • Director of Owners Association Management

    • Dec 2013 - Jun 2015
    • Dubai, United Arab Emirates

• 

  ADIB

  • Dubai

  • Branch Manager

    • May 2011 - Dec 2013
    • Dubai

• 

  Emirates Islamic Bank

  • dubai

  • Project Manager & Branch Manager

    • Jan 2006 - Jan 2010
    • dubai

• 

  Department of Finance - Dubai Government

  • dubai

  • Budget Officer

    • Dec 2002 - Dec 2005
    • dubai

• 

  Emirates Bank International

  • Dubai

  • Operation Officer

    • Jul 2001 - Dec 2002
    • Dubai