Head Of Operations

• Jul 2020 - Present

Leisure Retail Director

• Jul 2018 - Jul 2020

• Leads retail activities in KSA with full P&L ownership; 26 branches. Services include airline tickets, hotel bookings and other travel services. Reports to the CEO and leads a team – both HQ and in-branch staff. Drives increase in sales whilst continuously seeking overhead reductions. • Leads the development and execution of retail branch strategy including Saudization.• Works closely with the Head of Leisure Commercial to input into new product design, refinements to existing products and associated pricing. • Ensures that all regions adhere to product roll-out plans and guidelines.• Leads the development and execution of retail branch strategy.• Monitors performance and ensures appropriate support & guidance to Regional Sales Heads.• Ensures that potential business risks are correctly managed by establishing appropriate controls and ensures compliance with existing procedures• Leads the development of the high-quality customer service standards• Negotiates contracts with vendors / suppliers.• Ensures appropriate distribution of budgets across different branches.

Training Senior Manager

• Jan 2018 - Jun 2020

• Led the Learning & Development Division; created / implemented new group-wide training strategy. Led and mentored a team. Managed all technical training activities including invoicing and hotel bookingsystems along with work flow & processes for any new platform or module.• Defined and monitored KPIs / performance goals.• Established new reporting & analysis for training activities to create a solid staff training & development history; enabled senior management to make informed decisions on future training plans & needs.• Played a key role in HR special projects & Talent, Learning and Organizational Development initiatives.• Worked closely with Talent Management to ensure synergy in training needs / plans.• Conducted training needs analysis to indentify gaps at all levels in the company.• Managed the relationships with external training providers.

Technical Training Manager (Head of Department)

• Sep 2015 - 2018

• Led the Training Department. Drove the development of TTT (Train the Trainer) strategy and associated road map to drive the effective and high-quality delivery of all training programs for the group in Egypt, Lebanon, Malaysia, UAE and the UK. Led and mentored a team.• Handled all hotel booking systems, rental car modules, CRM, SuccessFactor (recruiting management) performance & goals ,employee central & on-boarding.• Ensured uniform training programs and proper schedules were in place.• Developed and improved training policies & procedures.• Continuously monitored feedback on all training programs and materials.• Designed and implemented innovative new training methodologies.• Forecasted training and development resource needs and presented recommendations to senior management. • Liaised with fellow managers to identify technical training and development requirements.• Successfully managed the implementation of SAP Success Factor (LMS) across the group as GPO (Global Process Owner); established the process and work flow and managed all LMS activities

Training Consultant

• Jan 2015 - 2017

• Delivered soft skills & management training course including: Retail Sales, Outdoor Sales, Inbound Outbound Call Centers, Off Shore, Customer Service, Leadership, Train the Trainer, Team Building, Organizational Behavior, Communication Skills, Change Management, Coaching For Excellence, Time Management, Stress Management, Upselling & Cross-selling, Supervisory Skills and Setting Objectives.• Clients included AMEX (Saudia Arabia), Gulf Bank (Kuwait), Riyadh Bank (Saudia Arabia), Zain (Kuwait), Carrefour (Saudia Arabia) and Al Haddad Telecom (Saudi Arabia) , Axiom & Jarir book stores

Learning & Planning Manager

• Dec 2014 - Jul 2015

• Developed and implemented soft skills, technical and new products / services training plans & calendar for a 3000 employee company. Managed training budget.• Owned training reporting & analysis.• Planned training courses in collaboration with senior colleagues in Sales, Customer Service etc.• Also liaised with senior colleagues regarding talent and leadership development issues.• Involved in various HR special projects.• Monitored training vendors and ensured high-quality service delivery

Technical Training Manager

• Dec 2012 - Dec 2014

• Played a key role in the successful development of the TTT (Train the Trainer) strategy and road. Managed and mentored training staff. Created and improved training policies & procedures.• Managed the delivery of high-quality training programmes for sales & customer care employees including CRM (Siebel) training. • Owned training scheduling and ensured training methodologies and guidelines were followed.• Partnered with vendors to build training programmes.• Continuously gathered and monitored feedback on training programmes and materials.• Managed the development and monitoring of key performance metrics.

Senior Technical Sales Trainer

• Sep 2006 - Dec 2012

• Deliver Technical training for Sales & Customer Care staff (GSM Services; Location Based Services, Cloud services, WiMax, Data Services, Smart phones, Blackberry & all CRM systems (Customer relation Management). • Deliver required soft skills training for Sales & Customer Care Staff (selling skills, customer handling, communication skills, supervisory skills, customer experience & handling angry customers.)• Deliver trainings for any new products & services.• Design contents for training to be delivered and also monitor actual delivery of training activity.• Test trainees to measure progress and to evaluate effectiveness of training.• Responsible for needs analysis to determine training needs in the organization.• Assist Line Managers to identity the Training needs.• Maintain and upgrade training policies and procedures.• Establish and maintain employee records of training, and keeps track on training process.• Update & design training material for technical & soft skills training

Corporate Call Center Team Leader

• 1999 - 2005

Schedule existing staff to meet service level objectives.• Administer training programs for new hires and existing staff.• Develop contests, awards and themes that increase agents' loyalty and focus.• Establish monthly meetings with other departments to review call center operations.• Produce performance reviews as established by Project Manager.• Performing agents’ annual appraisals.• Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.• Present to the Project Manager at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.• Produce performance reviews as established by Project Manager• Interface with marketing in E-Bill project in defining customer requirements, the needed enhancements from customer’s point of view & report customers problem with E-Bill application.• Interface with marketing in Vantive (CRM) application in defining all customers inquires which are not mentioned on our (CRM).• Provide weekly reports for marketing about customer requirements for GPRS service & problems of the service.