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ahmad bakry, Head of HR & Business Operations

ahmad bakry

Head of HR & Business Operations·Connect Homes

Egypt

Diploma, Business Administration

Work experience

Total years of experience: 21 years, 6 months

Head of HR & Business Operations

January 2025 - Present

Connect Homes

Cairo, Egypt

January 2025 - Present

Human Resources:
• Develop and execute HR strategies aligned with business objectives and franchise model.
• Oversee recruitment, onboarding, talent development, and succession planning for rapid
scaling.
• Lead performance management, compensation structures, and engagement initiatives.
• Ensure compliance with labor laws and company policies.
Administration:
• Manage office facilities, procurement, and vendor relationships.
• Streamline administrative processes for efficiency and cost control.
Sales Operations:
• Oversee CIL and CRM systems to ensure accurate data, reporting, and lead distribution.
• Drive Lead Generation strategies to maintain a strong pipeline for sales teams.
• Optimize sales processes, team structures, and incentive programs for maximum performance.
• Deliver actionable insights through reports and performance dashboards.
IT Help Desk:
• Manage Help Desk support services to ensure smooth day-to-day operations for employees.
• Oversee troubleshooting, system access management, and hardware/software support.
• Implement and maintain tools for efficient ticket management and issue resolution.

Company industry:
Real Estate

Human Resources Manager

January 2020 - Present

Gochat247

Cairo, Egypt

January 2020 - Present

 Implementing and administrating all HR policies & procedures guiding the company through a successful HR strategy in a growing environment,
 Ensure legal compliance throughout human resource management and organization as well.
 Manage, and Maintain organization staff by establishing a recruiting, selecting, testing, and interviewing program; counseling managers on candidate selection, forecasting the hiring plan in the light of WF and operations needs
 Managing the recruitment team’s performance to compete with the day-to-day challenges and to be able to hire at least 120-150 employees a month in different levels (customer service, supporting functions, Managers, and C Levels)
 Ensure the processing of new hires, part-timers, transfers, promotions, and terminations is accurate and timely
 Ensure planning, monitoring, and appraisal of employee work results (PMS) by training managers to coach and discipline employees
 Design and implement effective training and development programs.
 Observe and resolve employee grievances and counsel employees, supervisors, and managers as well.
 Manage employee payroll, benefits, and employee Legislation (Personnel).
 Manage legal affairs even with labor office, and social insurance office.
 Create engagement-related communications (ex. events, volunteer opportunities, etc.) on a regular cadence to rally employees’ involvement and to keep everyone informed.
 Manage the results of exit interviews and work on needed changes.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Human Resources and Recruitment

Human Resources Director

December 2023 - January 2025

The Address investments,

Cairo, Egypt

December 2023 - January 2025

Talent Acquisition (TA):
• Led recruitment strategy for all functions including Sales, Non- Sales, and technical roles,
supporting business growth in a diverse environment.
• Collaborated with hiring managers to ensure alignment with business objectives while
maintaining high-quality hires.
• Managed the recruitment process from end to end, overseeing candidate sourcing, interviews,
and offer negotiations.
HR Operations:
• Managed all HR operational functions including onboarding, promotions, transfers, and
terminations.
• Ensured the effective implementation of HRIS for streamlined data management and reporting.
• Administered employee benefits, compensation, and legal compliance.
Employee Relations (ER):
• Led initiatives to maintain employee satisfaction and retention, addressing grievances and
resolving conflicts effectively.
• Implemented feedback systems such as surveys and focus groups to promote employee
engagement.
Compensation & Benefits (C&B):
• Developed competitive compensation strategies, ensuring alignment with market standards.
• Managed payroll and benefits administration, ensuring legal compliance and employee
satisfaction.
Leadership of HRBP Team:
• Led a team of HR Business Partners (HRBPs) spread across different branches, ensuring that HR
strategies were effectively implemented on the ground level.
• Provided guidance and support to HRBPs, ensuring alignment with organizational goals and
consistency in HR practices across branches.
• Worked closely with branch leadership to address specific HR needs, ensuring efficient staffing
and performance management at each location.

Company industry:
Real Estate

Human Resources Director

January 2022 - December 2023

Gochat247,

Cairo, Egypt

January 2022 - December 2023

Company industry:
Call Centers & Customer Care Outsourcing

Human Resources Manager

October 2020 - July 2022

Dawi

Cairo, Egypt

October 2020 - July 2022

 Develop and implement HR strategies and initiatives aligned with the overall business strategy
 Ensures legal compliance by monitoring and implementing applicable human resource activities as per Egypt law.
 Oversees the provision of human resource generalist services, including compliance with regulatory agencies (labor office, Social insurance, Medical safety, GAHAR., etc.).
 Sourcing, Staffing, and searching for alternative sources for hiring specially for doctors and support staff (higher positions).
 Managing the recruitment team’s performance to compete with the day-to-day challenges and to be able to hire at least 50 doctors and employees a month plus the Operations and HQ’s hiring requests.
 Managing the process for doctors’ onboarding cycle in terms of legalization with Syndicate and taxation models.
 Managing personnel activities regarding social insurance, preparing form 2, and managing all legal communication with internal and external parties.
 Bridge management and employee relations by addressing demands, grievances, or other issues.
 Conduct investigations, maintain records and represent the company as required on the management level, and manage the other investigations
 Maintain management guidelines by preparing, updating, and recommending human resource policies and procedures.
 Oversee and manage a performance appraisal system that drives high performance.
 Maintain employee benefits programs and inform all the team about the benefits by studying and assessing advantage needs and trends; as well as, recommended benefit programs to management.
 Maintains historical human resource records by designing a filing and retrieval system.
 Develop the training and development annual plan in the light of TNA and CME plans

Company industry:
Medical Clinic
Job role:
Human Resources and Recruitment

Senior Human Resources Manager

January 2020 - January 2022

Gochat

Cairo, Egypt

January 2020 - January 2022

Company industry:
Business Process Outsourcing (BPO)

Human resources Manager

January 2018 - January 2020

Dawi Clinics,

Cairo, Egypt

January 2018 - January 2020

• Talent Acquisition (TA):
◦ Developed and implemented recruitment strategies tailored to the healthcare industry, focusing
on hiring doctors and support staff.
◦ Managed high-volume recruitment, hiring 50+ employees per month, including specialized
medical roles.
◦ Handled onboarding processes for doctors, ensuring compliance with medical syndicates and
taxation models
• HR Operations (HR Ops):
◦ Oversaw all HR operations, including onboarding, employee transfers, promotions, and
terminations, ensuring seamless HR processes.
◦ Ensured the timely processing of employee documentation, including social insurance and other
legal requirements.
• Organizational Development (OD) & Learning and Development (L&D):
◦ Worked closely with senior leadership to enhance organizational development by identifying
key training needs.
◦ Managed the creation and implementation of training programs aimed at improving employee
performance, including specialized programs for doctors on patient-centered care.
• Employee Relations (ER):
◦ Led initiatives for improving employee relations, resolving conflicts, and maintaining a positive
and productive work environment.
◦ Handled employee grievances, conducted investigations, and implemented strategies for
improving employee engagement.
• Payroll & Benefits:
◦ Managed payroll processing for all employees and doctors, ensuring competitive compensation
packages.
◦ Administered employee benefits, ensuring that the offerings were aligned with market trends
and employee satisfaction.

Company industry:
Medical Clinic

Human Resources Manager

November 2017 - January 2020

Gochat

Cairo, Egypt

November 2017 - January 2020

• Talent Acquisition (TA):
◦ Led recruitment efforts for a diverse range of roles in the BPO sector, including customer
service, technical support, and management positions.
◦ Successfully hired 220-250 employees per month, managing high-volume recruitment
campaigns.
• HR Operations (HR Ops):
◦ Managed HR operations including recruitment, onboarding, promotions, and terminations for a
rapidly growing BPO company.
◦ Ensured compliance with labor laws and company policies for all employees, fostering a positive
and productive work environment.
• Organizational Development (OD) & Learning and Development (L&D):
◦ Played a key role in designing training programs and development opportunities to enhance
employee skills and career growth.
◦ Developed learning initiatives for customer service and technical roles to improve service quality
and employee performance.
• Employee Relations (ER):
◦ Addressed employee grievances, resolved conflicts, and maintained employee satisfaction
within a fast-paced BPO environment.
◦ Conducted surveys and implemented feedback systems to foster positive employee relations
and engagement.
• Payroll & Benefits:
◦ Administered payroll, ensuring employees were paid accurately and on time.
◦ Managed the companys benefits programs, aligning offerings with industry standards to retain
◦ talent and improve employee satisfaction.

Company industry:
Business Process Outsourcing (BPO)

HR SUPPORT MANAGER

January 2018 - December 2019

ISON Experience

Cairo, Egypt

January 2018 - December 2019

1. Employee Relation and Engagement Management (ER)
 Design, plan, and implement the organizations employee relations programs.
 Conducts effective, thorough, and objective investigations in a timely manner for supervisory and managerial level, under the direction of HR Director., makes recommendations.
 Manage legal affairs even with labor law office, social insurance office and or legal consultation office.
 Address Employee Concerns through all staff feedback channels (skip-level meetings & focus group and employees grievances )
 Work reactively on crisis situations under extreme time limitations while exercising excellent solutions

 Forecast the company’s engagement and recognition budget in term of last year’s plan.
 Partners with regional and center management on employee engagement initiatives and morale efforts in the center
 Create engagement-related communications (ex. events, volunteer opportunities, etc.) on a regular cadence to rally employee’s involvement and to keep everyone informed.
 Advise leaders and managers on people-related issues; manage and resolve complex employee relations matters in a consistent, empathetic, and legally sound manner.

2. Organization Development (OD)
 Provides HR policy guidance and interpretation to ensure consistency of policy compliance and progressive discipline across organization.
 Develop and implement company policies and procedures.
 Conduct job analysis interviews for new job titles.
 Update job descriptions in the light of JA interviews.
 Update employee handbook and code of conduct.
 Create and update organizational charts with monthly headcount reports in line with management instructions and business objectives.
 Design and oversee the implementation employee satisfaction surveys measuring Wasla’s employer value preposition impact.
 Manage the attrition analysis with corrective action and action plan per department in the light of exit interviews reports and Monitor the company attrition and develop retention strategies.
 Plan, approve and announce the company’s public holidays according to business needs and labor law.
3. Social Media Management
4. HR Administration

Company industry:
Human Resources Outsourcing
Job role:
Human Resources and Recruitment

Employees Relations Section Head

February 2015 - December 2017

ISON Experience

Cairo, Egypt

February 2015 - December 2017

 Review, create and update all company’s policies (bank of policies) ensuring they are aligned to company’s values and best practice and according to investigation and complaints’ results.
 Design, plan, and implement the organizations employee relations programs, policies, and procedures.
 Manage all staff feedback methods \{KPIs, complaints, skip level meetings and management meeting (Focus Group), exit interviews and People survey\}.
 Manage different forms of investigations, take corrective action, and follow up on the employees’ action plan to make sure that all issues and gabs has been solved.
 Oversee the proper delivery of HR orientation sessions for new hires (ER Part) and conduct a labor law sessions for HR team.
 Liaison all legal affairs with the legal department.
 Responsible for all labor office’s complaints.

Company industry:
Human Resources Outsourcing
Job role:
Human Resources and Recruitment

HR Operation Manager

January 2011 - October 2017

iSON Xperiences Ltd- Leading Global CX Management Company,

Cairo, Egypt

January 2011 - October 2017

Company industry:
Business Process Outsourcing (BPO)

Employee Relations & Employee Engagement

October 2013 - January 2015

ISON

Cairo, Egypt

October 2013 - January 2015

Company industry:
Business Process Outsourcing (BPO)

HR Business Partner

January 2013 - January 2015

ISON Experience

Cairo, Egypt

January 2013 - January 2015

 Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
 Ensure that client issues are dealt with in an efficient manner, informing the Account Director or Managing Director of any problems that may arise.
 Ensure that all processes and procedures are completed, quality standards are met, and that projects are profitable and growing.
 Run a monthly accruals report after all payroll transactions adding taxes and invoice deductions
 Provide regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
 Prepare monthly payroll transaction report and send it to finance team calculating considering the Egyptian Tax Law.
 Update and organize projects’ manpower and headcount reports and follow up transfers inside the projects

Company industry:
Human Resources Outsourcing
Job role:
Human Resources and Recruitment

Human Resources Business Partner

January 2011 - October 2013

ISON

Cairo, Egypt

January 2011 - October 2013

Company industry:
Business Process Outsourcing (BPO)

SENIOR HUMAN RESOURCES SPECIALIST

March 2009 - December 2012

BDO-ESNAD

Cairo, Egypt

March 2009 - December 2012

Personnel & Payroll
 Handle new agents’ logistics like collecting hiring documents, signing contracts, medical registration applications, VPN and bank account opening.
 Create, maintain and update personnel files in compliance with the Egyptian Labor Law.
 Responsible for payroll processing starting from data collection, calculation (add & deductions) sending data with all payments methods (cash or accounts) to finance team to transfer it.
 Review, validate and record all Time Sheets of the Company employees in order to control the attendance and maintain discipline.
 Process and validate all medical claims (employee & family) to provide a satisfactory medical service and ensure compliance with the company medical policy.
 Communicate with governmental authorities (Social Insurance & Labor Office) in order to ensure compliance with the related Egyptian laws and preserve both Company and employees rights.
Recruitment
 Conduct all recruitment activity staring from phone screening, F2F interviews and updating the required reports
 Plan for monthly recruitment activities for ongoing accounts ensuring the continuous maintenance of required headcount targets
 Manage All Recruitment Activities initially from Job announcement to providing offer, Orientation, and on-boarding program
 Follow up on headcount gaps prior to account “go-live” stage ensuring the achievement of the required headcount before launch.
 Orient the Recruitment team about newly launching accounts, their nature, staffing needs.
 Conduct first interviews for candidates applying for supervisory to managerial positions.
 Attend kickoff meetings with clients discussing staffing needs, project milestones, and selection criteria.
 Ensure that all open positions are closed as per the pre-decided timelines

Company industry:
Human Resources Outsourcing
Job role:
Human Resources and Recruitment

Senior Human Resources Specialist

January 2008 - January 2011

BDO Esnad,

Cairo, Egypt

January 2008 - January 2011

Company industry:
Call Centers & Customer Care Outsourcing

Call Center Supervisor

December 2007 - January 2009

Saudi Electricity Company

Abha, Saudi Arabia

December 2007 - January 2009

Company industry:
Electric Power Production & Transmission
Job role:
Customer Service and Call Center

Call Center & WF Supervisor

December 2006 - January 2008

Saudi Electricity Company,

Abha, Saudi Arabia

December 2006 - January 2008

Company industry:
Electric Power Production & Transmission

Call center Team Leader

September 2006 - December 2007

Vodafone - Egypt

Cairo, Egypt

September 2006 - December 2007

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call Center Supervisor

December 2004 - December 2006

Vodafone Ireland,

Cairo, Egypt

December 2004 - December 2006

Company industry:
Telecommunications

Call Center Representative

December 2005 - September 2006

Vodafone - Egypt

Cairo, Egypt

December 2005 - September 2006

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

The Arab Academy for Science, Technology and Maritime Transport

January 2015

January 2015

Diploma, Business Administration

Egypt

Egycham

May 2011

May 2011

Diploma, Human Resources Business Professional

Egypt

GPA (percentage): 98%

GPA (percentage): 98%

Preparation of Master of Business Administration (Mini-MBA),

October 2010

October 2010

Diploma, Management

Egypt

GPA (percentage): 100%

GPA (percentage): 100%

Cairo University

June 2004

June 2004

Bachelor's degree, Accounting Major

Egypt

Cairo University

May 2004

May 2004

Bachelor's degree, Accounting

Egypt

GPA (percentage): 72%

GPA (percentage): 72%

• Bachelors of commerce, account department, Cairo University (May 2004)

Skills

Creativity
Expert
Creativity
Expert
Managing Employees
Expert
Managing Employees
Expert
Problem Solving
Expert
Problem Solving
Expert
Human Resources
Expert
Human Resources
Expert
Training
Expert
Training
Expert
BILLING
Beginner
BILLING
Beginner
COACHING
Expert
COACHING
Expert
CORRECTIVE ACTION
Expert
CORRECTIVE ACTION
Expert
IDEAS
Expert
IDEAS
Expert
NEW PRODUCTS
Expert
NEW PRODUCTS
Expert
PROBLEM SOLVING
Expert
PROBLEM SOLVING
Expert
RECRUITMENT
Intermediate
RECRUITMENT
Intermediate
SATISFACTION
Expert
SATISFACTION
Expert
TEAM BUILDING
Expert
TEAM BUILDING
Expert
TRAINING
Expert
TRAINING
Expert
Managment Skills
Expert
Managment Skills
Expert
Creativity
Expert
Creativity
Expert
Managing Employees
Expert
Managing Employees
Expert
Problem Solving
Expert
Problem Solving
Expert
Human Resources
Expert
Human Resources
Expert
Training
Expert
Training
Expert
COORDINATING
Intermediate
COORDINATING
Intermediate
BUSINESS EXPANSION
Intermediate
BUSINESS EXPANSION
Intermediate
EMPLOYEE ENGAGEMENT
Intermediate
EMPLOYEE ENGAGEMENT
Intermediate
EMPLOYEE RELATIONS
Intermediate
EMPLOYEE RELATIONS
Intermediate
HUMAN RESOURCE MANAGEMENT
Intermediate
HUMAN RESOURCE MANAGEMENT
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
REAL ESTATE
Intermediate
REAL ESTATE
Intermediate
RESOURCE MANAGEMENT
Intermediate
RESOURCE MANAGEMENT
Intermediate
STRATEGIC THINKING
Intermediate
STRATEGIC THINKING
Intermediate
TALENT ACQUISITION
Intermediate
TALENT ACQUISITION
Intermediate

Languages

English
Expert

Memberships

wadi degla Club

Subscriber

May 2018

Training and Certifications

Training
Labor law and social insurance
society services - Cairo Unvi.
May 2010

Hobbies

  • Play Station and Football
    Play Station and Football
  • Tennis
    Playing and Watching champions matches
  • watching Movies