Javid Hameed
Truganina,VIC
Summary
Talented Operations Director with a proven track record in developing and implementing policies, procedures, and plans to enhance and direct company activities. Demonstrated success in growing revenue, allocating resources, and coordinating plans through excellent verbal and written communication, program management, and team leadership abilities. Adept at driving organizational success through strategic decision-making and fostering collaborative relationships.
Overview
15
15
years of professional experience
Work History
Senior Operations Director ( Global Contact Centre Operations)
Probe CX
03.2021 - Current
- Own and manage the day-to-day operations, providing a variety of post sales collection and customer service activities across various industrial sectors.
- Led, supervised and provided strategic direction for workforce of 200 employees.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Collaborated with executives to develop and execute strategic business plans.
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Determined and initiated strategic business for quality control purposes, to boost delivery times and achieve cost-effectiveness.
General Manager - Customer Management & Post Sales Operations
Brand Developers Limited (TV SHOP)
05.2018 - 02.2021
- Responsible for 150+ FTE both direct & indirect reports
- Responsible for Customer Service, Customer Retention, Operations, Collections call centre both in NZ & offshore (Philippines & India) as well as back office Support and Administration teams based in NZ.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
Group Account Receivables Manager (Retail, DRTV & Live Events)
Brand Developers Limited (TV SHOP)
09.2016 - 05.2018
- Responsible for the entire Credit/AR, Admin, Back office support functionality for all 3 channels inclusive of DRTV, Live Events & Retail Channel, reporting to the GM of Customer Management.
- Optimized cash application processes by automating manual tasks, resulting in faster payment processing times and increased accuracy rates.
- Developed customized payment plans for high-value clients, enabling the company to secure larger deals while managing risk appropriately.
- Conducted regular audits of accounts receivable processes, identifying areas for improvement and implementing necessary changes.
- Championed process improvement initiatives within the accounts receivable department, resulting in reduced workload for staff members and increased overall productivity.
- Spearheaded a cross-functional team tasked with improving the overall efficiency of the accounts receivable department, leading to reduced costs and improved workflows.
- Supported financial director with special projects and additional job duties.
Debt Management Team Leader (DRTV B2C)
Brand Developers Limited (TV SHOP)
01.2014 - 06.2015
- Responsible for 15 direct reports and their performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Conducted regular reviews of operations and identified areas for improvement.
Collection Supervisor
Ferratum NZ Limited
01.2010 - 12.2013
- Approved loans within specified limits and refer loan applications outside those limits to management for approval.
- Analyzed aging reports regularly to identify trends in overdue balances and develop targeted strategies for addressing specific issues.
- Maintained accurate records of all collections activities, ensuring compliance with regulatory standards and company policies.
- Mentored new hires on best practices in collections, fostering a culture of continuous learning and professional development.
- Collaborated with other departments to resolve account discrepancies and improve overall cash flow management.
- Reduced delinquency rates by consistently monitoring collections activities, setting targets, and providing feedback to staff members.
- Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
Education
BBA - Finance
Massey University
Auckland, New Zealand01.2014
Skills
- Operational Excellence
- Standard Operating Procedures
- Staff Management
- Staff Training and Development
- Maintaining Compliance
- Continuous Improvement
- Process Improvements
- Operational Efficiency
- Performance Analysis
- Strategic Planning
Specialities
- People Leadership
- Business Transformations
- Change Management Projects
- Stakeholder Management
- Global Contact Centre Operations
- Net Promoter Customer Loyalty
Referencesavailable
Available on request
Timeline
Senior Operations Director ( Global Contact Centre Operations)
Probe CX
03.2021 - Current
General Manager - Customer Management & Post Sales Operations
Brand Developers Limited (TV SHOP)
05.2018 - 02.2021
Group Account Receivables Manager (Retail, DRTV & Live Events)
Brand Developers Limited (TV SHOP)
09.2016 - 05.2018
Debt Management Team Leader (DRTV B2C)
Brand Developers Limited (TV SHOP)
01.2014 - 06.2015
Collection Supervisor
Ferratum NZ Limited
01.2010 - 12.2013
BBA - Finance
Massey University
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