Freelancer profile translated to English.
Back to original languageAbout Dhia
I translate your strategic priorities into measurable operational results.
Founder of Melqart Partners and former Operations Director within international organizations, I act as Operations Director (COO/Fractional COO) or Executive Consultant for leaders, management committees, and investment funds engaged in complex transformations.
My approach excludes abstract theories and 200-slide deliverables. I focus on the essentials: building robust, scalable, and data-driven execution systems.
MY THREE LEVERS OF INTERVENTION
1. OPERATIONS MANAGEMENT & ORGANIZATIONAL DESIGN
- Audit, restructuring, and alignment of management infrastructures with growth strategy.
- Definition of governance models and strengthening of leadership team accountability.
2. OPERATIONAL TRANSFORMATION & PERFORMANCE
- Operational diagnosis and elimination of structural inefficiencies (Certified Lean Six Sigma Black Belt).
- Securing margins and optimizing delivery models (historical gains observed: 20% to 25% efficiency).
- Design and deployment of data-oriented performance management frameworks.
3. CUSTOMER EXCELLENCE & SERVICE VALUE
- Transformation of the customer service value chain and reliability of critical SLAs in complex environments.
- Improvement and turnaround of first-line satisfaction indicators (historical gains observed: up to +11 S-NPS points).
ENGAGEMENT FORMATS
- Flash consulting missions (Operational audits, performance diagnostics).
- Executive advisory / Board support.
- Fractional COO / Interim Management (1 to 3 days per week).
Graduated in Business Strategy from Harvard Business School and holding a dual background in software engineering and management information systems.
French
Native or bilingual
English
Fluent
Arabic
Fluent
Remote only
Primarily works remotely
Experience
- Melqart PartnersManaging Partner / Business Improvement ConsultantCONSULTING AND AUDITSMarch 2016 - Today (10 years and 4 months)Strategic leadership contributing to the operational excellence and growth of several companies in the EMEA region. I developed and implemented efficient processes, leading to increased productivity and significant cost savings. I led multidisciplinary teams as an interim manager, fostering collaboration and ensuring flawless project execution. I strengthened supplier relationships by negotiating favorable contracts and implemented performance indicators, which led to improved customer satisfaction and operational efficiency.Notable Achievements
- Led multidisciplinary teams for the successful launch of a new platform, resulting in a 25% increase in sales.
- Managed the integration of a new CRM system, improving team productivity by 19%.
- Led a company reorganization, achieving a 12% cost reduction.
- ConcentrixOperations DirectorTECHJanuary 2014 - February 2016 (2 years and 2 months)Management of large accounts (Fortune 500 clients) and multi-site operations dedicated to performance, delivery, and budget adherence.Key Missions:
- Lead organizational change management across multiple sites to increase leader engagement and achievement of operational objectives.
- Optimize cost structures while ensuring continuous improvement in service quality.
Measurable Impacts:- +11 points increase in customer recommendation score (S-NPS) alongside a 7% decrease in operational costs (2014 vs 2013).
- 13% year-over-year increase in account profitability (2015 vs 2014).
- 14% growth in overall customer satisfaction (S-NPS) in one year.
- Stream Global ServicesService Delivery ManagerTECHJanuary 2012 - December 2013 (2 years)Responsible for operational turnaround, adherence to contractual SLAs, and upskilling of management structures.Key Missions:
- Structure and develop the internal leadership pipeline (leadership bench strength) to maximize staffing efficiency and training quality.
- Turn around and stabilize critical performance indicators (SLAs) above client targets.
Measurable Impacts:- 21% increase in incident resolution performance (TPR - Total Problem Resolution) within 6 months.
- 10% improvement in the profitability of the managed account (2013 vs 2012).
- Winner of the "Service Delivery Manager of the Year" award (Tunis, 2013).
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Education
- CertificateHarvard Business School2025Business Strategy
- Master of Business InformaticsESSEC2009
Certifications
- Lean Six Sigma - Black BeltIASSC2014
- ITILAxelos2012