Profile
An ambitious, highly-qualified, dynamic OMG Certified Expert in BPM (OCEB 2™) passionate about business process management and Performance Management, who effortlessly assimilates new ideas, concepts whilst demonstrating excellent business and management skills. Adept in solving complex problems and issues with a commitment to driving continuous core business process systems. Possesses excellent interpersonal and communication skills used to great effect in developing positive working relationships at all levels. Flourishes with increased responsibilities and new challenges and enjoys being part of a successful and productive team functioning in highly pressurised and challenging working environments.
Objective
Now looking to advance career into managerial role with added accountability within a forward thinking organisation, one that will make best use of existing skills and experience while enabling further personal and professional development and add value – ideally within the Performance Management; BPM; Operations; General management arena.
Career Summary
Apr 2015 – Date
ABDUL LATIF JAMEEL (ALJ) – TOYOTA, SAUDI ARABIA
CRM BPM Manager
Sept 2014
Apr 2015 ABDUL LATIF JAMEEL (ALJ) – TOYOTA, SAUDI ARABIA
Senior CRM Business Analyst
• Exercise functional business analysis to current implementation and provide recommendations as well as change analysis to improve customer experience.
• Business requirement gathering and gap analysis including future implementation.
• Document the internal processes using BPMN 2.0 and develop tangible KPIs
Conduct BPMN 2.0 training workshop for process managers and business stakeholders.
• Documenting all processes using ARIS platform.
• Provide BPMN 2.0 training workshops to Stakeholders and CRM team among ALJ.
• Handle detail investigation of issues raised by the business related to any of the CRM related operations and provide detailed root cause analysis as well as recommendations.
• Maintain a solid content management system for knowledge management and sharing, knowledge handover.
• Provide all type of support to other contact centre enabling functionality.
Apr 2013 – Aug 2014
ABDUL LATIF JAMEEL (ALJ) – TOYOTA, SAUDI ARABIA
Senior Business Process Analyst
• Accountable for developing core business processes including process measures, establishing process ownership and processing performance metrics in addition to optimisation of both process design and performance results of processes through correct establishment of results measures.
• Exhibiting excellent business and management skills while proactively managing relationships with existing clients to facilitate the development of profitable new business.
• Conducting in-depth analysis of business processes through risk assessment, identifying of opportunities for refinement and innovation and submitting associated solutions.
• Determining level of detail of current-state documentation, identifying performance and capability gaps between current and desired future states, in conjunction with domain leaders/SMEs.
• Effectively managing process efficacy and efficiency, bottlenecks and constraints as well as spearheading process discovery and scoping (process framing), modelling complex processes and simulating alternatives.
• Expert in developing business process models in modelling tools such as ARIS, establishing business process-related standards, guidelines, principles, tools and governance at enterprise and business unit levels.
• Ability to facilitate business stakeholder interviews in order to assimilate core processes, measures and align processes to goals and objectives while collating all business process functionalities.
• Keeping all key stakeholders up to date by submitting regular progress reports and associated documentation.
• Regularly cascading acquired knowledge and experience through presentation of BPMN 2.0 training workshops for management level and business stakeholders within ALJ Group.
January 2012 – January 2013
EtQ INC., AMMAN, JORDAN
Technical Support Technician
• Responsible for providing appropriate customer support, facilitating premier communication with customers regarding open issues to provide suitable status and updates, ensuring all vital requirements are met
• Compiling comprehensive reports and peripheral documentation, incorporating detailed costing, quality assurance and feasibility matters, to all parties concerned and effectively handling all administration pertaining
• Contributing in a positive manner to business development by regularly attending and participating in all implementation meetings for new or migrating customers as directed by management
• Proactively forging strong business relationships with all key stakeholders
April 2011 – July 2011
SAVVYTEK – AMMAN, JORDAN
Oracle Applications Implementer
• Accountable for conducting comprehensive research and analysis on complex business processes and business requirements in conjunction with clients to establish core requests while maintaining professional liaison with all internal and external resources
• Providing ongoing professional assistance in addition to timely identifying and addressing risk issues
Projects:
Royal Saudi Air Defence Forces (RSADF), Riyadh, Saudi Arabia (GL, AP, AR, CM, PSB)
Qualifications & Education
2010 MSc (Entrepreneurship & Innovation)
University of Essex, Essex Business School (EBS), UK
2008 BSc (Business Information Systems)
University of Jordan, King Abdullah II School for I.T. (KASIT), Amman, Jordan
Professional Certifications/Development
• Certified KPI Professional – The KPI Institute Australia (2014)
• Certified KPI Practitioner – The KPI Institute Australia (2014)
• OMG Certified Expert in BPM 2 (OCEB 2™) – Fundamental, USA (2014)
• NobleProg BPMN 2.0 Certification Level 1, UK (2013)
• ISEB Foundation Certificate in Business Analysis, UK (2013)
• OMG Certified Expert in BPM (OCEB™) – Fundamental, USA (2013)
• ITIL V3 Foundation Certification in IT Service Management, UK (2013)
Professional Development
• Mastering Project Management, UK (2010)
• Finance for Non-Financial Managers, UK (2010)
• Project Management, UK (2009)
• Management & Leadership, UK (2009)
