Mounire Benhima Eng, M. Eng

I specialize in using TM Forum's standards to create customer-centric and efficient operations. My services include: 👥 Customer Experience Management (CEM) Integrating CEM throughout your operations by linking customer journeys to internal processes (eTOM) and data (SID) to boost satisfaction and revenue. 📊 Business Process Framework (eTOM) Designing and optimizing end-to-end processes from strategy to operations, ensuring they are built around the customer. 🧩 Information Framework (SID) Creating a unified data language to provide a single view of the customer and streamline operations. 📈 Business Metrics & KPIs Establishing key performance indicators that track both business health and customer-centric outcomes.

Architected digital future-states, of operating models, for a global client portfolio across 15+ countries, leveraging deep mastery of end-to-end value chains—from Lead-to-Cash to Resource Lifecycle—to drive transformation in sectors spanning Telecom, Logistics, CPG, Manufacturing, Carpentry, and the Public Sector. 🚀 Strategic Leadership & Transformation Spearheaded end-to-end digital and organzational Transformation l SWOT l Design and Process Maps, crafting strategies & roadmaps with full performance management cycles. Architected future-state capabilities via Enterprise Architecture. Championed change via skills gap analysis, targeted training (BPM, CX), and soft-skills coaching, boosting productivity & engagement. 🗺️ Process Excellence & Business Analysis Led E2E process mapping and reengineering for ERP, Customer, Products, & IT domains. Redesigned processes using Lean techniques & risk analysis. Reengineered customer processes using eTOM/ITIL, mapping them to customer journeys via TM Forum frameworks to enhance performance. 📋 Technology Implementation & Delivery Managed full RFP lifecycle for automation from Sourcing to Vendor Selection to Delivery. Developed key artifacts: Process Automation Docs, use cases, and value-driven proposals. Captured requirements with TM Forum SID, building performance dashboards/KPIs. Drove agile delivery with MVP & "WOW" features for rapid GTM. 👥 Stakeholder Engagement & Change Facilitated multi-level workshops with Strategic Management, Operations, and SMEs to build consensus. Steered change management & provided team coaching to ensure leadership alignment and effective adoption of new tech and processes across all levels.

Led the execution of a comprehensive business transformation by architecting process strategies, governing a portfolio of strategic projects, and deploying targeted skills development to ensure operational alignment with the new business vision. 🗺️ Spearheaded Process Strategy & Roadmaps Architected the future-state business model and value proposition, leading BPR initiatives to define the strategic transformation path. 📊 Governed the Transformation Project Portfolio Managed strategic alignment and resource allocation for all initiatives, ensuring they directly delivered on the new business vision. 👥 Executed Targeted Skills Development Closed critical competency gaps by upskilling teams across the hierarchy, enabling the successful adoption of new processes and the business model.

Spearheaded the end-to-end implementation of complex infrastructure projects by orchestrating cross-functional teams and vendors, championing process standardization and improvement to accelerate delivery, and leading high-stakes initiatives through expert risk mitigation and team leadership to consistently exceed performance targets. 🔄 Orchestrated complex infrastructure deployment projects, navigating multifaceted challenges by implementing innovative solutions that enhanced coordination, accelerated timelines, and ensured high-performance delivery. ⚙️ Championed process standardization and improvement pioneering streamlined project management frameworks that accelerated delivery cycles and earned recognition for outstanding project management excellence. 👥 Cultivated high-performing, collaborative teams through targeted coaching and morale-building initiatives, unifying the team spirit around project goals to solve challenges and achieve superior collective outcomes.

Spearheaded the holistic transformation of the technical support delivery function by designing a future-state operating model, and building new capabilities to ensure strategic alignment and operational excellence. 🏗️ Architected Business & Operating Models: Redesigned the technical support team's business architecture to meet industry best practices, establishing a robust foundation for service delivery. 🔄 Led Human-Centric Transformation: Spearheaded change management by deploying leadership/coaching programs and agile techniques, boosting morale and fostering a culture of continuous learning and knowledge sharing. 📈 Optimized Workforce Performance: Enhanced team productivity and output through strategic workload planning and employee support, ensuring the successful delivery of transformation projects aligned with client goals.

Provides holistic business optimization by developing strategic plans and processes, enhancing team capabilities through skills training, and delivering both technical and operational problem-solving to drive success from strategy to execution. 📊 Strategic Business Foundation: Develops detailed business plans for entrepreneurs and maps/documenting/improves core business processes to establish a strong operational base. 🌱 Skills and Capability Building: Provides training and mentoring to develop essential professional skills in individuals and teams, enhancing overall organizational capability. 🧠 Technical and Operational Problem-Solving: Offers technical troubleshooting to resolve immediate issues and uses process improvement methodologies to solve underlying operational inefficiencies.