Post Job Free

Resume

Sign in

Manager Customer Service

Location:
Muscat, Muscat Governorate, Oman
Salary:
DH 50,000
Posted:
November 01, 2017

Contact this candidate

Resume:

Masoud Ali Al Maskary

Mobile. 009**-******** e-mail: ac22kr@r.postjobfree.com

CAREER PROFILE:

An HR professional with technical background worked in the Oil & Gas, Telecom, Mining, Sport, Tourism, and the Electricity sector. The last 17 years has been in Human Resources field working extensively at strategic level including HR operation, HR Business Partnership. Below is a synopsis of expertise;

HR STRATEGY:

Developed HR Strategy 2010 to 2015 for Oman Sail and HR Strategy 2017 to 2022 for Mazoon Electricity Company.

HR POLICIES & PROCEDURES:

HR Policies and Procedures; Developed HR Policies for the following organisations; Oman Sail Co., Nawras Telecom (Ooredoo Oman), Vale Co, Dalma Co, Daleel Petroleum Co, Falcon Oilfields Services, WJ Towel Co, Duqm Co, and others including developing various procedures and guidelines to support various HR Policies, below is the highlights of the procedures I have developed;

§ Sourcing Talent Procedure

§ The Onboarding Scheme, “Best in Class Scheme with reviews and interviews”

§ Learning & Development Procedure

§ Performance Management Scheme

§ Progression & Promotion Procedure

§ Succession Development & Planning Scheme

§ Performance Reward Scheme

§ Overtime & Time off in Lieu (TOIL) Procedure

§ Travel & Transport Procedure

§ Mobile Phone and Sim card Procedure

§ Fitness & Health Procedure

§ Exiting Procedure

§ Flexi Working Scheme

§ Motivation & Recognition Guidelines

TALENT AQUSITION EXPERTISE:

Talent Acquisition; Expert in the complete talent acquisition from talent strategy, planning, budgets to implementation including local & international hiring campaigns and executive level sourcing. Worked extensively in PDO in sourcing talent in the engineering function, and involved extensively in the assessment centre to recruit fresh graduates and secondary school leavers. In Nawras (Ooredoo), lead the talent acquisition for all positions including hiring campaigns especially in sales and customer service, and in Vale lead the biggest local campaign across Oman invited & interviewed 1041 graduates and selected the best 117 to join Vale. In Oman Sail lead several recruitment campaigns for Sailing schools in Muscat and Sur, worked closely with the Ministry of Manpower, and the Public Authority for Manpower Register in addition I have developed detailed recruitment procedures & processes

PERFORMANCE MANAGEMENT EXPERTISE:

Performance Management; Over the last 13 years developed “Performance Management Scheme(s)” in various companies like Nawras (Ooredoo), Oman Sail & Mazoon. Worked extensively in changing the culture in to a performance driven culture, moved the results of employees performance from 70% plus outstanding performers to market trends of 15% outstanding performers, including driving the objectives settings all the way to appraisal and bonus pay-out PEOPLE DEVELOPMENT:

People Development; Worked extensively in developing young engineers and later developing over 450 engineering staff at all levels in PDO. Training & development of staff post the launch of Nawras

(Ooredoo) mainly customer service and sales staff and worked closely with technical managers & training manager in Brazil in developing training modules for technicians in Vale (Oman). In Mazoon Electricity Company; implemented the competencies set for the employees, driving the self-assessment and the assessment of employees and the preparation and the development of personal development plans “PDP”. Used the set of competencies and developed training modules with DNV including the assessment to establish engineers’ baseline to train and close employees gaps.

Masoud Ali Al Maskary

Mobile. 009**-******** e-mail: ac22kr@r.postjobfree.com Engineering Competency Development Scheme; Developed & managed the “Engineering Competency Development Scheme” for graduates all the way to managers level, established structured development systems with external accreditation, the scheme is pivotal for the development of the engineers in PDO to date.

Accreditation of PDO Engineering Competency Development Scheme; Driving & achieving the Accreditation for PDO. The first Company in the region and middle east to achieve accreditation by major UK Engineering Institutions; Institute of Electrical Engineers [IEE], Institute of Mechanical Engineers [IMechE], Institute of Chemical Engineers [IChemE], Institute of Measurement & Control

[IMC], Institute of Civil Engineers [ICE] & the Institute of Materials, Minerals and Mining [IOM3]. Developing HR Professionals; Developing people is my passion since early 2000, all my subordinates are extensively involved from strategy level all the way to operational level, encouraging them to learn and have a hands on experience and exposure. SUCCESSION DEVELOPMENT & PLANNING EXPERTISE:

Succession Development & Planning; Developed tools to monitor, and drive Omanisation plans and linking it to the succession development & planning. Developed the complete succession plan for the engineering function in PDO comprising of 450 employees. Similarly developed succession plan for Nawras (Ooredoo) critical and seconded positions, and in worked extensively in Mazoon in creating criterias for identify & selecting the top 15% of the critical positions for development and succession purpose

COMPENSATION & BENEFITS

Compensation and Benefits; Knowledge of market norms and trends, worked in introducing new benefits and further improve existing benefits, worked with Haygroup and other Experts to deliver Compensation & Benefits, from salary structures, Salary fitments, to allowances and bonus schemes OMANISATION EXPERTISE:

Omanisation; Developed the complete Omanisation plans for Daleel petroleum, worked extensively in Nawras (Ooredoo) to Omanise by recruiting best quality Omanis. Achieved 82% Omanisation at the start of the plant operations in Vale. Delivered high level Omanisation Plan achieving the highest Omanisation level at 81% in Oman Sail. AUDIT & COMPLIANCE:

Audit & Compliance; Focus on HR Compliance and worked with internal & external auditors, and closely with “Oman State Audit Institution” on audits related to Oman Sail and Mazoon Electricity Co. EMPLOYEE ENGAGEMENT EXPERIENCE:

From 2011 to 2016 I have created the engagement sections in both Oman Sail and in Mazoon, and hired Engagement Specialist to drive the employee engagement. The engagement strategy was to connect the employees to the Company and the Company to the employees, below are the top highlights;

The On Boarding Scheme & Leavers Scheme: Managed the largest on boarding of employees at Nawras (Ooredoo), Vale & established one the best Onboarding Scheme at Oman Sail Engagement of “New Joiners”

Developed best in class On-boarding programme, from the time the new joiner accepts the job offer to the date he/she joins and follow up for the next 12 months and present recommendations to management based on the results and analysis of their feedback Employee Engagement - “Leavers”

Leaving the Company could be a difficult time for any employee, designed a well managed exiting procedure, where we make sure we take care of the employee well before he /she leaves, if this is done well these will be our future Ambassadors, and will talk well on the Company, took their feedback seriously and addressed their concerns at the highest company level. Employee Engagement with the “Company”

Connecting the employees with Company direction, quarterly staff meetings with executive management presentation on the Company progress and a Q & A session. Masoud Ali Al Maskary

Mobile. 009**-******** e-mail: ac22kr@r.postjobfree.com EMPLOYMENT SUMMARY:

Feb 2015 to Jan 2017 - Sr. HR Manager - Mazoon Electricity Co. SAOC May 2011 to Jan 2015 - HR Director - Oman Sail LLC April 2010 to April 2011 - Sr. HR Consultant - Ajyal HR Solutions and Services April 2008 to March 2010 - HR Strategic Manager - Vale (Oman Pelletizing Plant Co LLC) Oct 2006 to March 2008 - Chief Executive Officer - Ajyal HR Solutions and Services May 2005 to Sept 2006 - HR Director - Nawras (Ooredoo Oman) Sept 2003 to April 2005 - HR & Administration Manager - Petrogas LLC Sept 2002 to Aug 2003 - Head Staff Planning & Dev. - Petroleum Development Oman LLC Nov 1989 to Aug 2002 - Petroleum Development Oman LLC Feb 2015 to Jan 2017 - Sr. HR Manager - Mazoon Electricity Co. SAOC Key Deliverables & Achievements;

§ In 2016, Mazoon Electricity had the highest number of “Voluntary Early Retirees”.

§ In 2016, Mazoon had the lowest attrition rates ever at 0.5% (compared to 5.5% industry average)

§ 88 employees at professional level up to top management enrolled & undergone “The Leadership Programme” representing 17% of Mazoon employees this by itself is an “Amazing Number” and demonstrates the highest level of commitment to develop Omani leaders

§ Drive the functional competency scheme for all staff, commencing with top management all the way to engineers and staff, monitored the assessment process and deliverables of personal Development Plans “PDP’s”

§ Structured the Training & Development in Mazoon putting emphasis on business needs and move towards technical & functional training based on job competencies profiles

§ With 50% reduction in training budget and financial constraints, managed to reduce the Human Capital Investment from OMR 920 to OMR 507 per employee, doubling the training modules delivered and doubling the number of trained staff.

§ Managed staff cost as per “Price Control Allowance” (9% net reduction in staff numbers) including attracting very good talent in to Mazoon

§ In 2015, Proposed a “Voluntary Early Retirement Scheme” that will deliver savings up to OMR 2 million (this was later forwarded to the holding Company, to come up with final scheme for the electricity sector)

§ In 2015, Managed performance management scheme resulting in only 14% of employees to be rated Outstanding compared to 87% in 2014

§ Designed an excellent scheme for the “Performance Based Increment Scheme Payout” that resulted in highest performance based increment given to Outstanding performers in the company (6% on Gross) - the highest in the electricity sector

§ 90% of functions have undergone restructuring with no staff additions and minimal cost implications - concept of job enrichment introduced to all functions

§ Partnered with HSE department to engage and drive HSE Culture change in Mazoon

§ Delivered a comprehensive overview of the Compensation & Benefits for Mazoon (covering internal and external equity & all aspects of Com & Ben)

§ The results of “The Leavers Report” was impressive and very positive, (80%) of the leavers were very happy

§ The results of “The Stay Report” was impressive and very positive, (80%) of current new joiners are very happy

May 2011 to Jan 2015 - HR Director - Oman Sail LLC Key Deliverables & Achievements;

§ Created the HR Strategy and Journey 2010-2015

§ Manpower Planning and Omanisation up to 2020

§ Developed Peoples' Policies (approved by the Ministry of Manpower)

§ Developed Sourcing Talent Procedure & Sourced excellent international talent and local sourcing campaigns

Masoud Ali Al Maskary

Mobile. 009**-******** e-mail: ac22kr@r.postjobfree.com

§ Developed the Onboarding Scheme, Best in Class Scheme with reviews and interviews

§ Developed Learning & Development Procedure & delivered technical training and ILM leadership development for the top employees

§ Developed Performance Management Scheme – quarterly monitoring and management of the scheme to reach to actual outstanding staff instead of 70% of staff are categorised as

“outstanding”

§ Developed Progression & Promotion Procedure & was the secretary of “Promotion Panel”

§ Developed Succession Development & Planning Scheme – Provided development and further study opportunities for potential Omani staff

§ Developed Performance Reward Scheme

§ Developed Overtime & Time off in Lieu (TOIL) Procedure

§ Developed Travel Procedure

§ Developed Mobile Phone and Sim card Procedure

§ Developed Fitness & Health Procedure

§ Developed Exiting Procedure

§ Developed Flexi Working Scheme

April 2010 to April 2011 – Sr. HR Consultant- Ajyal HR Solutions and Services Ajyal is the Number #1 (Human Resources Consultancy firm in Oman), with an office in Doha and delivering work in the GCC. Received the OmanTel Award in 2012 as the Best Performing Medium Enterprise. Worked on various projects for Companies/ clients, includes Sourcing talent, consultancy work, developing & delivering training modules, and review of compensation and benefits of various companies.

April 2008 to March 2010 - HR Strategic Manager - Vale (Oman Pelletizing Plant Co LLC) Key Deliverables & Achievements;

§ Developed HR Policies and supported the Administration in developing procedures (HR and Admin), including the employee handbook.

§ Worked with external parties and the corporate office in Rio Déjà Nero, in developing Compensation and Benefits and salary scales for the Oman operations.

§ Managed the largest recruitment Campaign in the Country in recruiting and training fresh technical graduates from Colleges and Universities across Oman. Interviewed 1041 candidates to recruit 117 best technical graduates in Oman.

§ Achieved the highest Omanisation rates 82% (Feb 2010), with a workforce of 189 (almost 1 year prior the start-up)

§ Joined Vale April 2008 with 5 employees, and left with 189 employees (top professionals and Top graduates)

§ Designed and led the international recruitment campaign and due to complete by May 2010, with the aim to recruit over 130 professionals across the Middle east and Southeast Asia.

§ Worked closely with line managers to formulate functional job requirements to train and develop 117 Omanis fresh from the colleges all over Oman to enable them to operate the plant from day one of operations

§ Managed the operations of the global performance management system Oct 2006 to March 2008 - Chief Executive Officer - Ajyal HR Solutions and Services Ajyal is an HR Company established in 2006 in Oman, Ajyal’s primary focus is to serve corporate clients, Community, and People with Special needs. It’s recruitment database uses latest technology and the website won the Silver Oman Web Award 2006 and Middle East Silver Web Award 2007. As the Founder, worked towards achieving it’s vision and mission, including providing various organisations HR solutions and services. Delivered various HR projects for various organisations including capitalising the strengths of our associates and partners in providing the best services to our clients. May 2005 to Sept 2006 - HR Director - Nawras (Ooredoo Oman) Key Deliverables & Achievements;

§ Developed People Policies for the Company

Masoud Ali Al Maskary

Mobile. 009**-******** e-mail: ac22kr@r.postjobfree.com

§ Managed turnover and increase internal opportunities, by immediately introduced internal recruitment process.

§ Managed the recruitment process including developing “Recruitment Guidelines", recruited 140 new employees (50% of new workforce) in a period less than 10 months

§ To move towards a performance based company, Conceptualised Performance Management System (PMS) including developing PMS structure, with performance reward, annual review and staff appraisal procedures

§ Managed promotions, conceptualised and developed the promotion procedure

§ Revised the salary bands and new grading system to align with regional and local practices

§ Developed and conducted with the support of business development directorate an in-house online Employee Opinion Surveys (EOS)

§ Achieved and was 25% a head of it’s licence agreement obligations in Omanisation, this was extremely challenging in a volatile and competitive industry Sept 2003 to April 2005 - HR & Administration Manager - Petrogas LLC Key Deliverables & Achievements;

§ Increased team work in various ways including Organising and delivering a major team building workshop for the entire Company

§ Improved efficiency and communication by moving to one building, managed the office re- location (Moved on 24th December 2004)

§ Improved and enhanced Daleel Petroleum Company’s Image by driving the Corporate Identity through a professional PR Agency and participation in SQU 2005 Job Fair and Jobex 2005.

§ Improved the motivation by introducing motivational activities, driving the motivation process including developing “The Motivation & Recognition Guidelines”

§ Re-structured the Information Technology & conceptualise and developing the website (Intranet and Internet)

Sept 2002 to Aug 2003 - Head Staff Planning & Dev. - Petroleum Development Oman LLC Key Deliverables & Achievements;

§ Managed the competency based development framework.

§ Managed progression and development of staff by recording, monitoring & delivering performance indicators.

§ Developed & implemented of long term recruitment strategies and guidelines and made significant improvement in recruitment of current & future needs.

§ Secretary of the Promotion Panel (Managed promotions in engineering, coordinated and delivered the promotions in line with engineering & corporate guidelines)

§ Continuously motivated staff & improve breadth and depth of their skills base. Provided career advise & managed staff expectations

§ Developed a strong, value adding client-customer relationship with the engineering teams, service providers and head of disciplines (Experts).

§ Created a systematic and clear structure in staff succession planning including management of Talent pipeline

§ First Company in the region and middle east to achieve accreditation by major UK Engineering Institutions [IEE, IMechE, IChemE, IMC, ICE & IOM3]

§ Promoted the Engineers and the scheme internally & externally

§ Injected the self drive in engineers and taken the scheme to new highs

§ Integrated the operations staff development scheme in to the accredited engineering scheme

§ Company approved assessor for interviews at the assessment centre. QUALIFICATIONS

2007 – to date Approved Consultant by the Ministry of Commerce and Industry (Oman) 1988 – 1989 Post Graduate Diploma in Building Management- Trent University (UK) Degree 1985 – 1988 Higher National Diploma in Building Studies- Bolton Institute of Higher Education (UK) HND



Contact this candidate