Motaz Shaheen

Operations Team Manager / Team Lead

● Manage a team of 20+ FTEs, achieving consistent KPI, SLA, and quality compliance in a high-volume operations environment through structured 1:1s, performance reviews, SWOT analysis, and SMART goal setting. ● Improved productivity, attendance, and retention through structured performance management, reducing performance gaps and attrition risk. ● Act as a Point of Contact (POC) during shifts and offline operations, ensuring business continuity and issue resolution and escalation management. ● Collaborate cross-functionally with HR, Workforce Management (WFM), IT, Training, Business Intelligence, and Quality Assurance to address operational gaps, resource planning, performance trends, and process alignment. ● Prepare and deliver operational reports, performance dashboards, and business reviews for internal stakeholders and external clients, supporting data-driven decision-making. ● Lead SOP development and process standardization initiatives, supporting operational scalability, including: • Developing and implementing new SOPs • Identifying cost-effective, scalable solutions to operational challenges • Driving change management and process standardization ● Supported EMEA regional operations through KPI analysis, best practice sharing, and cross-site collaboration ● conducted RCA and performance trend analysis to address SLA breaches and operational risks. ● Support a positive and high-performance work environment by improving communication, accountability, and operational discipline across teams.

• Manage a team of 20+ FTEs, achieving consistent KPI, SLA, and quality compliance in a high-volume operations environment through structured 1:1s, performance reviews, SWOT analysis, and SMART goal setting.
• Improved productivity, attendance, and retention through structured performance management, reducing performance gaps and attrition risk.
• Act as a Point of Contact (POC) during shifts and offline operations, ensuring business continuity and issue resolution and escalation management.
• Collaborate cross-functionally with HR, Workforce Management (WFM), IT, Training, Business Intelligence, and Quality Assurance to address operational gaps, resource planning, performance trends, and process alignment.
• Prepare and deliver operational reports, performance dashboards, and business reviews for internal stakeholders and external clients, supporting data-driven decision-making.
• Lead SOP development and process standardization initiatives, supporting operational scalability
• Developing and implementing new SOPs
• Identifying cost-effective, scalable solutions to operational challenges
• Driving change management and process standardization
• Supported EMEA regional operations through KPI analysis, best practice sharing, and cross-site collaboration
• conducted RCA and performance trend analysis to address SLA breaches and operational risks.
• Support a positive and high-performance work environment by improving communication, accountability, and operational discipline across teams.

● Reviewed and moderated user-generated content in accordance with platform policies and quality standards ● Maintained accuracy and compliance under high-volume workloads and strict SLAs

• Reviewed and moderated user-generated content in accordance with platform policies and quality standards
• Maintained accuracy and compliance under high-volume workloads and strict SLAs

● Supervised and monitored technicians across multiple mechanical workstreams to ensure compliance with technical standards, safety requirements, and project timelines. ● Coordinated daily tasks and work allocation to meet project deadlines and minimize rework or delays. ● Supported operational planning by tracking progress, identifying risks, and escalating issues to ensure on-time delivery.

• Supervised and monitored technicians across multiple mechanical workstreams to ensure compliance with technical standards, safety requirements, and project timelines.
• Coordinated daily tasks and work allocation to meet project deadlines and minimize rework or delays.
• Supported operational planning by tracking progress, identifying risks, and escalating issues to ensure on-time delivery.

● Controlled and monitored the Arab Gas Pipeline operations, ensuring uninterrupted supply and operational safety. ● Supervised field technicians and coordinated responses to operational, electrical, and communication system issues. ● Planned and recommended maintenance procedures based on operational data and incident analysis. ● Prepared daily operational and gas flow reports in coordination with national stakeholders (NEPCO), ensuring regulatory compliance. ● Supported risk mitigation and preventive maintenance planning through operational data analysis.

• Controlled and monitored the Arab Gas Pipeline operations, ensuring uninterrupted supply and operational safety.
• Supervised field technicians and coordinated responses to operational, electrical, and communication system issues.
• Planned and recommended maintenance procedures based on operational data and incident analysis.
• Prepared daily operational and gas flow reports in coordination with national stakeholders (NEPCO), ensuring regulatory compliance.
• Supported risk mitigation and preventive maintenance planning through operational data analysis.

• Deliver structured online courses in mathematics, physics, and mechanical engineering, tailored to individual learning needs. • Develop lesson plans, performance assessments, and progress tracking to ensure learning outcomes.

• Deliver structured online courses in mathematics, physics, and mechanical engineering, tailored to individual learning needs.
• Develop lesson plans, performance assessments, and progress tracking to ensure learning outcomes.

• Supported maintenance operations across multiple sites, ensuring equipment reliability and adherence to maintenance standards. • Recognized for attention to detail and process improvement mindset, identifying minor variations with major operational impact. • Proposed and implemented a simple pre-installation Air-Jack testing device, reducing installation time by 3–4 hours per site and improving operational efficiency.

• Supported maintenance operations across multiple sites, ensuring equipment reliability and adherence to maintenance standards.
• Recognized for attention to detail and process improvement mindset, identifying minor variations with major operational impact.
• Proposed and implemented a simple pre-installation Air-Jack testing device, reducing installation time by 3–4 hours per site and improving operational efficiency.

• Delivered high-quality customer service in a fast- paced retail environment, consistently meeting service and performance expectations. • Supported daily store operations, including inventory handling, coordination with team members, and customer issue resolution. • Developed strong customer engagement, communication, and operational discipline, foundational to later leadership roles.

• Delivered high-quality customer service in a fast-paced retail environment, consistently meeting service and performance expectations.
• Supported daily store operations, including inventory handling, coordination with team members, and customer issue resolution.
• Developed strong customer engagement, communication, and operational discipline, foundational to later leadership roles.