Hamidou Bakhayokho

Context:

Management of the IT system dedicated to assessing the quality of social and medico-social establishments, in a regulatory environment with high stakes for data reliability, compliance, and operational efficiency.

The IT system notably meets the requirements of Decree No. 2021-1476 of 11/12/2021 on the frequency of quality assessments of ESSMS and Decree No. 2024-1138 of 12/04/2024 on the publication of quality assessment results.

Multi-stakeholder environment: DGCS, ATC, COFRAC, business teams, technical teams, and over 47,000 users.

Responsibilities:

- Management of operational maintenance (MCO), handling of anomalies, technical incidents, and user support.

- Collection, analysis, and prioritization of regulatory, business, and user needs to manage IT system evolutions.

- Writing functional specifications, backlog management, development monitoring, and functional testing.

- Development and monitoring of the roadmap.

- Coordination of business teams and technical providers using Agile Scrum methodology.

- Facilitation of Agile rituals.

- Change management: creation and updating of user materials and support for stakeholders.

- Risk management

- KPI monitoring and creation of dashboards for project teams and decision-making bodies.

Results & impacts:

- Management of over 30 major functional evolutions contributing to the continuous improvement of the IT system.

- Improvement of user satisfaction: 92% of respondents satisfied with the system and support (availability of video training support).

- 20% reduction in the volume of user tickets and ticket processing times to less than D+5.

- 20% reduction in the MCO budget.

Environment & tools:

Jira • Confluence • GitLab • Pega • Microsoft Power BI • Agile • Scrum • AMOA • IT Project Management

Context:

AMOA Project Manager responsible for the design and deployment of the internal digital portal Expresso (web & mobile) for sales teams in France and internationally.

Project with strong business stakes aimed at centralizing, within a single platform, the offers, solutions, and value propositions of the group's 9 Business Units to optimize information access and operational efficiency of sales teams.

Project conducted in close collaboration with operational managers, sales staff, and technical teams in an Agile environment.

Responsibilities:

- Analysis, collection, and scoping of needs to identify areas for improvement and optimize user experience as well as business uses.

- Management of functional design and deployment.

- Writing functional specifications, backlog management and prioritization, development monitoring, and functional testing.

- Coordination of business and technical teams in Agile Scrum methodology.

- Facilitation of Agile rituals: functional workshops, steering committees, demos, and retrospectives.

- Change management through the creation and facilitation of a dedicated user community.

- User support and monitoring of solution adoption.

Results & impacts:

- Design and deployment of the Expresso digital portal (web & mobile).

- Creation and facilitation of the user community "Plazza Club Expresso".

- Contribution to improving access to the group's offers and solutions for sales teams and to harmonizing usage across different Business Units.

Environment & tools:

Jira • Confluence • Usabilla • Plazza • Google Analytics • API • Agile Scrum • AMOA • IT Project Management • Change Management

Manager of the Electricity department, with operational team management and commercial activity oversight in a performance and customer experience-oriented environment.

Management of daily department operations in coordination with sales advisors to ensure achievement of commercial objectives and quality of service.

Responsibilities:

- Management and support of a team of sales advisors to achieve commercial and operational objectives.

- Coordination and facilitation of weekly briefings to align teams on priorities, performance indicators, and commercial actions.

- Development and management of employee schedules

- Management and optimization of the sales floor organization to improve customer experience and product visibility.

- Monitoring of field activity and contribution to the continuous improvement of the department's organizational processes.

Results & impacts:

- Contribution to achieving the department's commercial objectives through structured operational management.

- Strengthening of coordination and communication within the team.

- Improvement of customer experience through optimization of the sales floor organization.