Emma Jordaan

• Established and currently lead Infinite Consulting, a forward-thinking Learning and Development consultancy with a focus on Cultural Intelligence Training, Assessments and Coaching. • Developed and implemented cutting-edge training programs customised to meet the unique needs of clients from various industries. • Cultivated strategic partnerships with organisations seeking to enhance cultural competence and diversity and inclusion initiatives. • Coaching: Provide cultural coaching and support to individuals to enable them to adapt and flex to work effectively in diverse work surroundings.

The HR & CQ Show, where Cultural Intelligence meets HR expertise in the heart of the UAE. Hosted by Emma Jordaan, a recognised thought leader in Cultural Intelligence, and Sarah Brooks, an HR Guru with a wealth of experience, this podcast is your go-to resource for navigating the complexities of Human Resources and Cultural Intelligence in one of the world's most dynamic regions. Each episode, we dive deep into the latest HR trends, cultural insights, and best practices tailored to the unique challenges and opportunities in the UAE. Whether you're an HR professional, business leader, or simply curious about how culture shapes the workplace, The HR & CQ Show offers actionable strategies, expert interviews, and thought-provoking discussions to help you succeed in today's globalised world. Tune in and join the conversation as we explore all things HR and CQ in the UAE, from employee life cycle and employee engagement to leadership development and diversity, equity and inclusion, and beyond. Listen now and subscribe on Youtube - https://www.youtube.com/@TheHRCQShow Apple Podcast - https://podcasts.apple.com/us/podcast/the-hr-cq-show/id1765356598 or Spotify - https://open.spotify.com/show/7G4TpUfJftdH1udN5rg4qL?si=c195cff23fd9405d

• Lead a transformation project to enhance the performance of the Hire Desk and Sales Function within KSA & Bahrain to identifying opportunities, process improvements, cost and time efficiency savings • Manage the Hire Desk team within our KSA & Bahrain operational functions • Carry out business performance reviews and employ root cause analysis to identify and then lead initiatives to improve costs, quality, and service. • Manage a series of Performance Improvement initiatives; anticipate workloads, impact on operations, and potential resource issues. • Redefine and implement a Standard Operating Procedures for Hire Desk and Sales team • Develop a clear performance management / coaching framework linked to achieving targets and identify training and development needs. • Manage usage of SalesForce CRM software by our Sales team analysing output • Manage, develop and coach the Sales & Service Training team in order to optimise best performance, providing clear, focused direction for individuals and the team as a whole • Design, develop and manage the onboarding and training programme including remote engagement

•Lead a major customer experience CX organisational change project which saw a 50% increase in employee performance. •Developed new approaches to training methodology through virtual/interactive training during Covid. • Review and reshape the Customer Net Promoter to capture customer feedback and create a culture of CX continuous improvement •Development of new Sales vs Service Operating Framework and behavioural change programme that delivers the business CX transformation, including remodelling to support Remote working during Covid •Lead the implementation of the new SalesForce CRM system designed to build better customer experience and measure sales activity resulting in an 30% increase in appointment activity. •Review and reshaping of existing Sales & Customer Service Job Descriptions, Role Profiles and Competency Profiles •Implemented a talent management framework to identify key learning and development activities for our management pipeline. •Drive behavioural changes, supporting the Customer Service Centre’s in their customer experience transition from order takers to Sales Advisors which generated more than £5k per week additional revenue in the first week of a pilot scheme. •Design, develop and implement the Learning & Development Strategy for a network of circa1000 employees in line with the business objectives and strategic people plan •Develop, deliver, and manage the roll-out of a Management & Leadership Development Suite •Manage and report on £200k budget and cost saving initiatives for continuous improvements •Managed a remote team of Sales & Service Trainers to optimise performance.

•Manage a team of 12 employees within our 3 UAE & Oman operational office functions: Hire Desk, Telesales and External Training. •Lead a major customer experience transformation project designed to create a more customer centric focus across the whole order management cycle. •Implement Telesales campaigns to increase company sales which produced 68 sales appointments and AED370k generated within the 3 months of the first campaign. •Improving our approach to Customer training with the introduction activities such as Customer Open Days producing a result of additional 50 training places sold and an invite to a customer safety event. •Effectively measure and monitor our interactions with customers through call coaching to proactively impact our Customer Net Promoter Score •Develop a clear performance management / coaching framework linked to achieving targets and identify training and development needs.

• Create and establish an internally recognised learning and development department within the Middle East. • Develop and implement the Middle East Learning & Development Strategy in line with the local business objectives. • Develop and deliver a Middle East wide Sales Conference for circa 50 Business Development Managers. • Develop and deliver a Regional Talent Management project to develop our Management workforce. • Lead a CX program designed to create a more customer centric focus across the whole order management cycle. • Introduced a blended learning approach for product training and observed a knowledge improvement of 97%. This further lead to 15% increase in utilisation of this product and revenue increase of 21% for this product. • Introduced sales training in one location and saw a 111% increase in quote to order conversion over a rolling 3-month average, which created a 190% increase in machine utilisation. • Introduced technical trainer to the Engineering team and noted a 61% increase in productivity. • Conduct training needs analysis for our 250 Engineering Workforce including technical and practical assessments • Work closely with Directors and business stakeholders to establish training needs for an employee network, circa 400 employees. • Manage the training budget of £100,000 whilst continuously calculating the return on investment of projects. • Lead the introduction of the new company values and saw a measured improvement in the ENPS from 63% to 82% • Heading up employee volunteering opportunities such as a Karama Kanteen, packing and providing 500 meals to a labour camp and Wild Wadi, taking 40 special needs children to a water park.

Develop and implement the department Strategy in line with organisations business objectives. Working closely with the group directors and business stakeholders in the EMEA, to establish objectives and to identify the training and development needs within the business to sustain our organisations performance against that of competitors. Integrate change management activities ensuring they seamlessly join efforts from across all workstreams and support the overall business objectives & goals. Identify, analyse and prepare risk mitigation tatics. Identify key systems of work and mechanisms of management that require adaption & re-design, working with Subject Matter Experts to define change approach and activity plan. Managing the Sales & Customer Service training curriculum, ensuring that it supports the business objectives and supports a board spectrum of learner's needs and style. Project managing training, which includes developing the training strategy, training plan, cost analysis, design, implementation and evaluation. Calculating the return on investment of projects and managing the budget for the department, circa £550k Managing a team of 5 Training Consultants and Administrators.

Project Manage all system training projects throughout the group business. Design, project manage & implement the training for a new in-house computer system in France whilst at the same time managing change within the business to help reduce the risk of loss of market position and employee engagement. Engage with stakeholders in the business to establish learning needs, to design and implement training to increase capability and performance as required. Work closely with IT related departments within the business to remain informed of any new system information or changes.

Project Manage the training of a new in-house computer system across approx 370 employees in Germany. Whilst at the same time manage change within the business to help reduce the risk of loss of market position and employee engagement. Working with the group directors and business stakeholders to implement the HRD People Strategy focusing on capability, alignment, talent and affiliation to improve our performance and productivity. I will take the lead on the design and implementation of our performance management cycle across continental Europe to effectively manage the talent in the business, help increase employee performance, reduce voluntary labour turnover and reduce recruitment costs. Implementation of an increased number of blended learning to reduce the costs of training whilst increasing the number of training hours per employee.

Head of Skills Development (Interim) Working closely with the group directors and business stakeholders in the UK and the rest of Europe, to establish objectives and to identify the training and development needs within the business to sustain our organisations performance against that of competitors. Managing the core training curriculum, ensuring that it supports the business objectives and supports a board spectrum of learner's needs and style. Project managing training, which includes developing the training strategy, training plan, cost analysis, design, implementation and evaluation. Managing the operational objectives of the department to ensure that they are met. Implementing an e-learning solution across the group to create bespoke e-learning solutions and coordinating the selection of external e-learning suppliers Calculating the return on investment of projects and managing the budget for the department, circa £150k Managing a team of 7 Training Consultants and Administrators.

Developed and sustained the company's competency strategy used for recruitment, appraisals, career mapping, succession planning and performance management. Resulted in an increase of 78% of appraisals being carried out in the 1st year. Further to this we saw an improvement on staff retention through correct recruitment selection and talent management. Implemented a Management Development Scheme accredited by Coventry University covering 'Being Effective at Work', 'Managing Performance & Quality' and 'Organisational Culture & Change'. This resulted in improved leadership qualities, helping managers to access their business model to make necessary changes to increase profitability and maintain company and employee standards. Designing and developing training to suit business and individual needs for sectors such as sales, customer services and general management. Project managed teams working on new initiatives and implemented business development strategies. Managing the development of staff and the analysis of feedback in order to effectively evaluate the impact of the training and development activities at organisational, team and individual level. Designed training in various formats such as e-learning, classroom, one to one coaching. Remote managed a team of training consultants and regularly conducted reviews and appraisals to monitor performance and recommend actions plans to improve their effectiveness.

Managing two Technical Service administrators, authorising annual leave, absence and planning workloads on a daily basis Handling all incoming correspondence with our foreman service engineers Compiling reports for the business to analyse our daily response times and any product knowledge training needs within the business Achieving targets set by my senior manager to reduce outstanding daily reports

Managing a portfolio of existing customers to maintain a good relationship and offer a good level of service Achieving sales targets set for my district by senior management Establish relationships with new customers in order to win new business Complete site surveys for customers To develop a sales strategy and business plan for my area to increase coverage and sales

Handle incoming calls regarding access equipment Achieving sales targets set by management, I was one of the most successful advisors within my department Introduction of a new process of managing site surveys and the co-ordinated work for site surveys. Manage two site surveyors, authorising annual leave, absence and plan workloads on a daily basis Developed relationships with existing customers offering technical advice to specific accounts Regularly inducted and trained new staff in local practises and procedures Pacified and informed customers of complaints procedures and liase with customers and colleagues to achieve an appropriate solution

CPD Certificate of Professional Development