Georges Mansour

As Head of Operations overseeing support functions inside the organization such as Human Resources, Customer Service, Admin, IT, Compliance, and Project Management, I am a strategically focused on driving seamless operations and optimizing cross-functional collaboration.

• Overseeing and optimizing the overall operations of the organization, ensuring efficient and seamless processes across all departments.
• Developing and implementing strategic plans and initiatives to achieve organizational goals and drive growth.
• Collaborating with department heads to streamline cross-functional operations and enhance communication and coordination.
• Monitoring key performance indicators (KPIs) to track operational performance and identify areas for improvement.
• Identifying opportunities for cost reduction and process optimization to increase operational efficiency and profitability.
• Leading and mentoring a high-performing team, fostering a positive and collaborative work culture.
• Managing budgetary and financial aspects related to operations, ensuring prudent resource allocation.
• Ensuring compliance with industry regulations and standards, including legal and safety requirements.
• Initiating and driving continuous improvement projects to enhance operational effectiveness.
• Liaising with external partners, suppliers, and stakeholders to maintain strong business relationships.
• Implementing risk management strategies and contingency plans to mitigate potential disruptions.
• Reporting directly to senior management and providing regular updates on operational performance and initiatives.

Human Resources

• Managing the end-to-end recruitment process, sourcing top talent, conducting interviews, and ensuring a smooth onboarding experience for new hires.
• Implementing performance evaluation systems, conducting performance reviews, and providing feedback to employees to drive continuous improvement.
• Employee Relations: Addressing employee concerns, mediating conflicts, and fostering a positive work environment to enhance employee satisfaction and productivity.
• Training and Development: Identifying training needs, organizing training programs, and facilitating employee skill development to support career growth.
• Developing and implementing HR policies and procedures, ensuring compliance with labor laws and regulations.
• Initiating employee engagement initiatives, conducting surveys, and implementing strategies to promote employee motivation and retention.
• Maintaining accurate and confidential employee records, generating HR reports, and utilizing HR analytics for informed decision-making.
• Managing employee exits, conducting exit interviews, and handling offboarding processes professionally and sensitively.
• Being the key leader during the organizational restructuring, heavily involved with the transformation and change process with a strategic focus.
• Meticulously aligning between the yearly objectives and the company's vision, carefully translating them into actionable plans for each division.
• Refining departments and their responsibilities, ensuring optimal resource allocation, and streamlined workflows, fostering efficiency across the organization.
• Taking a hands-on approach in setting score balances to evaluate performance and progress. Crafting comprehensive Job Descriptions (JDs) for each role within every division, ensuring clarity in responsibilities and accountabilities, empowering employees to thrive in their respective roles.
• Creating tailored scorecards for each division, enabling data-driven decision-making, and ensuring alignment with strategic goals.

Customer Service

• Overseeing and managing the Customer Service department, ensuring exceptional customer experiences and satisfaction.
• Developing and implementing customer service strategies to enhance customer retention and loyalty.
• Training and coaching customer service representatives to deliver high-quality service and handle customer inquiries effectively.
• Monitoring and analyzing customer feedback, identifying trends, and implementing improvements to address customer concerns.
• Collaborating with other departments to resolve customer issues and streamline processes for better customer support.
• Implementing customer service metrics and KPIs to measure performance and identify areas for enhancement.
• Ensuring adherence to service level agreements (SLAs) and resolving escalations promptly to maintain customer trust.
• Utilizing customer data and insights to drive business decisions and improve overall customer experience.
• Continuously exploring innovative solutions and technologies to optimize customer service operations.

IT and Development

• Collaborating with stakeholders to gather requirements, ensuring alignment with business needs and objectives.
• Managing IT budget and resources effectively, ensuring cost-efficiency and maximum return on investment.
• Providing initial technical support and training to employees to enhance their understanding and utilization of IT systems.
• Taking an active role in system development by overseeing the end-to-end development of the company's systems, from preparing Business Requirements Document (BRD) to managing development schedules, sprint deliveries, and User Acceptance Testing (UAT) for smooth Live deployment.
• Leading and guiding the IT subcontracted team in maintaining our technical and digital assets, such as the servers, laptops, firewall renewals, domains, emails, …
• Initiating and developing the HR portal for the company, aligning it with HR requirements and optimizing user experience.
• Initiating and successfully developing and launching the HR mobile application in June 2023, improving HR processes, and providing employees with easy access to HR services.
• Collaborating with other departments to integrate IT solutions and streamline cross-functional processes.
• Keeping abreast of industry advancements and implementing best practices to maintain the company's technological competitiveness.

Contribution in Compliance and Quality

• Ensuring the organization's compliance with applicable laws, regulations, and industry standards, maintaining a strong commitment to ethical practices.
• Conducting regular audits and assessments to monitor compliance levels and identify areas for improvement.
• Collaborating with cross-functional teams to address compliance and quality-related issues, implementing corrective actions and preventive measures.
• Leading the preparation and submission of compliance reports to relevant authorities and regulatory bodies such as integrating community reports with the Real Estate Regulatory Authority (RERA) on semi-annual basis.
• Maintaining up-to-date knowledge of regulatory changes and updates, ensuring timely adjustments to company policies and procedures.
• Implementing risk management strategies to identify, assess, and mitigate potential compliance risks.
• Championing a culture of quality and continuous improvement across the organization, encouraging employee involvement in quality initiatives.
• Leading the organization through external quality certifications and audits, such as ISO.
• Ensuring successful accreditation and re-certification with the Well Health and Safety certification program. To meet the program's demanding criteria, I was responsible in developing 11 out of 18 new Health and Safety policies, demonstrating a commitment to maintaining high standards within the organization.

Project Management

• Leading and managing the end-to-end project lifecycle, from initiation to closure, ensuring successful project delivery within scope, budget, and timeline.
• Defining project objectives, creating detailed project plans, resource allocation, and establishing clear project milestones and deliverables.
• Conducting risk assessments and proactively identifying potential project risks, devising mitigation strategies to minimize disruptions.
• Monitoring project progress via Smartsheet, tracking key performance, and making necessary adjustments to keep projects on track.
• Managing project changes, including scope changes, to maintain project alignment with business objectives and customer needs.
• Preparing and presenting project status reports to senior management and stakeholders, providing transparency into project progress and performance.
• Conducting post-project evaluations to capture lessons learned, identifying areas for improvement, and applying insights to future projects.

As an accomplished Purchase and Stores Manager, I bring extensive expertise in procurement, supplier management, and inventory control. With a track record of achieving substantial cost reductions and optimizing supply chain processes, I have played a pivotal role in enhancing operational efficiency of a group of companies.

Supplier Quotations and Contracts

• Analysed supplier quotations to identify most suitable options aligning with company requirements, quality standards, and budget constraints.
• Successfully negotiated with suppliers to secure competitive pricing, favourable payment terms, and beneficial conditions.
• Reviewed and finalized supplier contracts, ensuring clarity on terms and conditions, pricing, delivery schedules, quality standards, and compliance requirements.
• Conducted risk assessments of suppliers to identify potential risks and implemented measures to mitigate supply chain disruptions.
• Fostered long-term relationships with suppliers, gaining preferential treatment, better support, and potential discounts or incentives.
• Collaborated with suppliers on continuous improvement initiatives, contributing to enhanced performance and cost-effectiveness.

Supplier Performance Evaluation

• Demonstrated proficiency in conducting comprehensive quarterly supplier performance evaluations, aligning with ISO 9001 standards, to rigorously assess and monitor suppliers' adherence to the organization's stringent quality and service standards.
• Leveraged a meticulous and data-driven approach to evaluate suppliers' performance across key metrics, including product/service quality, delivery timelines, responsiveness, and overall customer satisfaction.
• Implemented a systematic scoring system to objectively measure supplier performance, providing valuable insights to drive continuous improvement and strengthen supplier relationships.
• Proactively addressed any performance gaps or issues identified during evaluations, collaborating with suppliers to implement corrective actions and enhance their service capabilities.

Risk Assessment

• Conducted rigorous risk assessments encompassing multiple facets of supplier engagement, including evaluating the supplier's financial stability, track record of past performance, and overall reliability, to proactively identify potential risks that could impact the supply chain.
• Employed a forward-thinking approach to anticipate and address potential challenges, mitigating risks upfront and safeguarding the organization against potential disruptions in the procurement process.
• Collaborated closely with cross-functional teams and stakeholders to gain comprehensive insights into supplier risk factors, allowing for a holistic and well-informed risk evaluation process.
• Demonstrated adeptness in devising risk mitigation strategies, incorporating contingency plans to maintain seamless operations and ensure continuous supply, even in adverse scenarios.
• Effectively communicated risk assessment findings to key decision-makers and management, facilitating well-informed decision-making and enabling the organization to make informed choices in supplier selection and contract negotiations.
• Continuously monitored and reviewed risk factors to adapt and refine risk mitigation strategies, ensuring ongoing resilience in the supply chain and reinforcing the organization's commitment to sustainable supplier relationships.

Quality Standards and Compliance

• Demonstrated a steadfast commitment to upholding the company's rigorous quality standards and compliance requirements throughout supplier engagements.
• Ensured seamless alignment of supplier contracts with the organization's specific quality benchmarks and industry regulations.
• Displayed a keen eye for detail in scrutinizing supplier contracts to verify that all contractual obligations were in complete accordance with established quality parameters, leaving no room for compromise on product or service excellence.
• Proactively collaborated with suppliers to facilitate compliance with implemented quality standards and other relevant certifications, fostering a culture of continuous improvement and striving for excellence in all aspects of the supply chain.
• Played an integral role in overseeing supplier audits to assess compliance with quality standards and ensure the organization's commitment to consistently delivering high-quality products and services.
• Acted as a strong advocate for the organization's reputation by safeguarding compliance with industry-specific certifications, fortifying the organization's market position as a trusted and reputable provider.

Stock Management

• Demonstrated expertise in strategic stock management, optimizing inventory levels to strike a fine balance between meeting operational demands and minimizing holding costs.
• Successfully implemented an efficient stock rotation system, such as the First IN, First OUT (FIFO) method, to ensure a seamless flow of goods and prevent obsolescence of inventory.
• Proactively analyzed stock turnover rates and demand patterns, enabling data-driven decisions to maintain optimal stock levels and prevent stockouts or overstocking scenarios.
• Effectively collaborated with cross-functional teams, including sales, procurement, and warehouse personnel, to synchronize stock replenishment with demand forecasts, streamlining supply chain operations.
• Spearheaded the development and execution of an internal procurement action plan, engaging the technical team to prioritize the utilization of slow-moving or dead stock items, significantly reducing carrying costs and maximizing resource utilization.
• Demonstrated a strong focus on product shelf life, maintaining a maximum of 30 days on shelves to minimize the risk of expired inventory and waste, ensuring products are delivered to customers with the highest quality standards.
• Utilized advanced inventory management software to track stock levels in real-time, enabling quick and informed decision-making for stock replenishment and ensuring accuracy in stock reporting.
• Championed a culture of continuous improvement by conducting regular stock audits, identifying areas for efficiency enhancement, and implementing best practices to streamline stock management processes.
• Leveraged data analytics and historical data to forecast stock requirements accurately, enabling proactive inventory planning and reducing carrying costs while ensuring product availability.
• Collaborated with suppliers and logistics partners to optimize lead times and streamline the stock replenishment process, achieving a smooth and efficient supply chain operation.
• Contributed to a substantial reduction in overall stock value through diligent stock control practices, freeing up working capital and positively impacting the organization's financial health.

Key Achievements

• Achieved a remarkable 20% reduction on common purchased item prices by maintaining an updated supplier database and implementing effective negotiation strategies.
• Expanded the supplier database by at least four new suppliers monthly, bolstering the organization's negotiating power and strengthening payment terms.
• Conducted thorough supplier performance evaluations based on ISO 9001 standards, ensuring the highest level of service delivery and compliance.
• Spearheaded an internal procurement action plan that led to a remarkable 41% reduction in total stocks value over one year, through efficient utilization of slow-moving/dead stock items.
• Secured agreements with two main International Fire Alarm Manufacturers, INIM from Italy and NSC Gmbh from Germany (NSC Gmbh), providing the organization with a competitive edge in the fire market.
• Purchased new products and oversaw inventory stocking and availability