Haytham Fayed

• .Manage the service quality provided to e& , MISP & EGS Employees & families with the best medical service served by the Medical Insurance Provider.
• Manage the daily operation with the medical and life providers for e& and it’s companies.
• Manage the allocated budget consumption for Etisalat e& and it’s companies.
• Provide HR top management with the insights and analysis for e& and it’s companies.
• Manage and roll out the execution of the all the management and soft skills training across all level.
• Manage training Vendor on training logistics to ensure seamless roll out of the learning plan.
• Manage the actions taken with employees’ absence, delay, and any other violation by applying appropriate deductions.
• Manage final investigation reports for the cases handled by HR (including the investigation’s fact-finding, the involved employees’ acknowledges and HR recommendation/penalties) to be submitted to top management.
• Manage and maintain working relationships that include open communication and collaboration with field resources, employment law, HR centers of excellence, IT dep., Legal dept. & Audit dept., and any other teams and/ or vendors that are involved with or impacted by guidance from employee’s relations.
• Manage all penalty letters, formal letters and business correspondents issued by the HR department addressed to concerned employees.
• Manage and increase the Service desk empowerment to become the first line of support on behalf of all HR teams.
• Manage IT related projects and business needs through official IT support channels.
• Managed social insurance forms 1, 2, and 6 for e& and its companies by ensuring accurate completion and timely submission.

.Supervise new comers' contracts, the conversion related contracts and the consultant's contracts.

· Verify the renewals of all the existing employees' contracts on time.

· Supervise terminations and end of contracts for the existing employees in accordance with labor law and their performance.

· Control the payment of social insurance dues are done within the agreed-on timelines and on a timely manner.

· Evaluate the work-related problems by taking appropriate measures and discussing with top management to design plans of actions.

· Design awareness programs and guidance for employees on the rules and regulations of the company and the procedures that needs to be followed to ensure their compliance.

· Supervise the pre-employment medical check-up agreements and operations.

· Supervise the resignation process end to end and working on enhancing the exit experience.

· Manage the day-to-day operations and initiatives within the HR functions to ensure

· Support HR management with all needed documents regarding employee's documents.

· Monthly reports on employees' contracts status & missing documents.

. Work closely with Talent learning partners to launch learning calendar plan per department for soft skills, job related learning or any learning program as per the learning strategy.

. Responsible for setting up all training system requirement on LMS and Lease with IT to manage all requirements.

. Launch and upload the yearly learning calendar on LMS and roll out training as per the learning calendar to all Etisalat & ISP employees.

. Lease with training Vendor on training logistics to ensure seamless roll out of the learning plan.

. Ensure proper follow up and handle all stakeholders’ needs and escalation (trainees, learning praters & and training vendors).

. Manage the training logistics: employee registrations, training invitations, training facilities, training attendance records. etc.

. Design and report regularly all the Technical, management training activities as per agreed dashboard.

. Monitor, Track and measure Training vendors’ performance to ensure obtaining maximum quality and satisfaction.

. Manage the process of payments for the training vendors and lease with procurement and finance.

. Manage the commitment form process.

. Manage and roll out the execution of the all the management and soft skills training across all level.

. Manage the LMS and ensure proper learning customer experience on LMS.

. Supervising on learning commitment form signings and procedures.

Enhancing communication between Vendor & employees for customer satisfaction

· Updating all internal databases and organize patient's records, billing details, registration and resignation forms

· Delivering medical cards for employees

· Handling Chronic medication with the vendor and with the pharmacies

· Handling the approval needed by the employees

· Managing claims' SLA with the medical provider

· Consolidating checks received from vendor and ensure finance department payment

· Share the medical updates communications for whole staff

· Handling the clinic at downtown, Maadi and Smart Village regarding any missing equipment needed.

· Medical & Learning Vendor Management.

· Managing Medical Vendor's admins (managing their performance, attendance, complains & handling the claims)

· Managing doctor's performance, attendance & complains.

· Handling the pharmacies located at Etisalat premises (invoices, medications)

· Handling Medical vendor invoices and validating accuracy of the invoice content.

· Handling Critical cases & chronic medication.

· Handling and solving critical cases of the employees or their dependents with the vendor according to company regulations

· Assessing uncovered critical cases based on medical expertise, granting top, management approval as per DOP, follow up with the employee and medical parties till service is accomplished

· Assessing & handling the congenital cases based on medical conditions and follow up with the employee and the insurance company till service is accomplished

· Manage all Status Car & ECU Purchase or Transfer of Ownership Requests and Support the HOD with the ECU Committee and all transactions related to it

· Manage all benefits monthly payroll transactions with the payroll team and validate all Recognition requests.

· Manage all vendor payments such as Travel / Premium card/ Gym / etc

· Manage all Proc. & Financial payment cycle for all related life style benefits offerings with vendors & agreed deals

· Issuance of Benefits Dashboard on Quarterly basis to HRD & CHRO & HRBPs / strategy team.

· Work with the HOD on the development of the Benefits budget & Register all financial transactions and track all benefits spending & Track the benefits budget on a monthly basis vs FCST budget

· Meeting the vendors, negotiating offers, and communicating the agreed offer to staff.

· Manage the day-to-day planning, operation, and problem of employees and vendors to meet the required standard.

· Resignation handling resigned employee and ensure that he paid due amounts to vendors before sign request

2017-01 - 2019-02 Employee Relation & Shared Services Supervisor

Etisalat by E&, Cairo

· Leverage the service management process (including SLAs & KPIs reporting) and drive continuous improvement efforts.

· Supervise and maintain working relationships that include open communication and collaboration with field resources, employment law, HR centers of excellence, IT dep., Legal dept. & Audit dept., and any other teams and/ or vendors that are involved with or impacted by guidance from employee's relations.

· Supervise & provide guidance and support to the Contracts, Social Insurance and Archiving Teams for Etisalat, ISP & EGS.

· Resolve escalations by providing root cause analysis and corrective action for complex and non-routine situations for all levels of employees and management.

· Supervise all the social insurance and labor law related issues, in terms of inspections and communication with labor law & social insurance offices authorities' heads.

· Establish guidelines & set strategy for handling employees' relations issues and assist employee relations team to resolve complex or out of policy operation problems.

· Ensure customer satisfaction, operational excellence and quality of service.

· Understand, utilize and develop strategies for how to use technology and HR systems to streamline processes and achieve efficiencies.

· Responsible for operation's data integrity and the execution of best-in-class auditing procedures and practices for data integrity.

· Ensure the application of the best archiving and filing systems for employees' physical files matching the labor law obligations and ensure easy access for HR uses.

· Ensure appropriate internal controls are in place to manage security of employee data.

· Review operational HR processes and modifies, as appropriate, to maximize efficiency and effectiveness to ensure that all processes are communicated, understood, and followed within the company.

· Provide reporting and recommendations to aligned HR & Business stakeholders.

· Analyze employment related data and prepare required reports.

· Supervise & ensure that all matters of employment laws & regulation comply with the labor law & social insurance requirements and handling all its related challenges that may arise both internally and externally.

· Supervise new comers' contracts, the conversion related contracts and the consultant's contracts.

· Verify the renewals of all the existing employees' contracts on time.

· Supervise terminations and end of contracts for the existing employees in accordance with labor law and their performance.

· Control the payment of social insurance dues are done within the agreed-on timelines and on a timely manner.

· Evaluate the work-related problems by taking appropriate measures and discussing with top management to design plans of actions.

· Design awareness programs and guidance for employees on the rules and regulations of the company and the procedures that needs to be followed to ensure their compliance.

· Supervise the pre-employment medical check-up agreements and operations.

· Supervise the resignation process end to end and working on enhancing the exit experience.

· Manage the day-to-day operations and initiatives within the HR functions to ensure

· Support HR management with all needed documents regarding employee's documents.

· Monthly reports on employees' contracts status & missing documents.

· Manage the day-to-day Planning, operation and problem solving of a team of agents to meet with the required service level components, standards and targets.

· Call monitoring, Coaching and Feedback

· Conducting performance KPIS for the team

· Managing Consumer Bill Cycle, Starting Bill issuance and making dunning Through SMS & PTP calls going through set HL for Unpaid Accounts

· Lenient Plus segment ARBU 1m Monthly with collected target 92% reached now to be 98.5 % by applying enhancement

· Audit Bulk Transactions (Collection & Activation), and report to team members to make the corrective action

· UAT spoke from collection department regarding new (applications, products and rate planes)

· Contact customer Informing them with their bill due date.

· Handle cash refund requests through AR application.

· International & Roaming check the eligibility of customers, handling employee's requests and their requests.

· Employee Bill Inquiry handling employee's inquiries regarding services and billing.

· Payroll Comparing the deducted amounts from the payroll verse the amount entered on system

· Resignation handling resigned employee and ensure that he paid due billed before sign request

· Monitoring High Usage customers to prevent sudden increase in their usage & take the necessary action according to the customer segment matrix

.Included in High Value Team, to handle High Class and VIPs customers

· Responsible for monitoring High Value team calls for the purpose of coaching.

· Supporting Quality Assurance for monitoring Etisalat customer care's calls.

· Preparing reporting to my team (AHT, not ready, quality results and adherence.