learning and development manager
Success Arts for management consultations
Total years of experience :27 years, 5 Months
• Assessment Center Project: Fulfilled role of assessor in assessment and development center team, effectively evaluating for 24 executive managers as part of DACO- Dammam Airport Company career development plan in June 2023.
• Psychometric Assessment: Played as assessor in Psychometric Assessment interview and feedback sessions, successfully completing assessments for 15 managers and employees as part of Noura University career development plan in September 2021.
• Assessment Center Project: Played key role as assessor in assessment and development center - CBI, successfully evaluating 265 managing directors, department heads as part of Saudi Food and Drugs Association career advancement and promotions project from August 2021 up to date (Ongoing project).
• Leadership Training: Had opportunity to facilitate successful leadership training program for managers and supervisors as part of Leaders development project for Altuwairqi Group. These training sessions were conducted throughout kingdom, with total number of trainees reaching 40.
• Assessment Center Project: Played crucial role as assessor in assessment and development center team, where effectively assessed 15 managers for Social Development Bank career development plan in January 2021.
• Branches Development Project: Had privilege of conducting a training program for deputy branch managers and front-line staff as part of branches development project for Eskan Ministry. These training sessions were conducted across kingdom, with total number of trainees reaching 87.
• In the Assessment Center Project: I was part of the assessment and development center team. We evaluated 75 recent graduates for the Ministry of Finance recruitment in 2020. The Covid-19 pandemic led to a delay in the assessment center, but I proposed and implemented an online solution that was accepted by both the company and the ministry. This adaptation allowed us to successfully complete the project and deliver the final results.
• Assessment Center Project: In 2019, was part of assessment and development center team, where played as assessor and successfully evaluated 45 second line managers as part of HRDF succession plan.
• Provides consultations in various areas such as Human Resources, Assessment/Development Centers, Training and Development.
• Prioritize maintaining strong client relationships and focus on business development strategies.
• Assessed client's development needs and offer appropriate solutions.
• Additionally, excelled at project management and report writing.
• Engaging in effective problem-solving involves analyzing challenges from various angles to develop viable solutions.
• Collaborated with other departments to evaluate their training needs and developed customized programs to enhance their knowledge and skill sets.
• Consequently, productivity increased by 20%, and customer satisfaction ratings improved by 15%.
• Established clear goals and metrics for training team and continuously monitored their progress.
• Additionally, implemented feedback system to gather insights from trainers and trainees.
• This approach resulted in improvements in employee performance, which was measured through customer satisfaction ratings and call center figures.
• During critical time when all team members of training were required to take mandatory annual leave due to high leave credits within three months, I ensured that necessary arrangements and preparations were made to avoid disruptions in training schedule.
• Regularly reviewed performance progress of agents and adjusted training and coaching sessions as needed to ensure meeting or exceeding standards.
• This was achieved by providing targeted and personalized analysis of quality scores, offering feedback and coaching to agents to ensure performed at level surpassing desired 85% threshold.
• In addition, created company's Certified Trainer curriculum and plan to ensure that any new joiners to training department underwent certification to ensure their competence.
• As diligent leader, continuously reviewed performance and needs of subordinates, providing necessary coaching/mentoring, support and training to help them excel in their roles.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Trained new hires to perform cross-training exercises with experienced workers.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Collaborated with other departments to align training programs with organizational goals and objectives.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets
• Researched and obtained relevant course materials to achieve training objectives
• Directed field training to enhance participants' skills
• Communicated all learning and performance objectives, schedules, and training assessments to upper management
• Trained new hires to perform cross-training exercises with experienced workers
• Conducted orientation sessions and organized on-the-job training for new hires
• Collaborated with other departments to align training programs with organizational goals and objectives
Assisted the MD in preparing HR consultations solutions for some companies and helped in creating the office consultations products to offer to customers.
Assessed the Saudi Telecom market needs to comply with new nationalization regulations and did Root Cause Analysis (TNA - Training needs analysis).
Created training solution content (Certified Retail Salesman training curriculum) for telecommunication retail companies and had certified the training materials from Canada Global Center for training & consulting.
As a business development I had communicated with the leaders at telecommunications retail market to get training deals and successfully got training project for Alhaddad Group (Alhaddad Telecom & Kube Co.).
Created a team of trainers (Saudi national trainers) and did TOT (train the trainer program) then led the training project management while rolling over the training batches at Saudi Arabia all over kingdom of Saudi Arabia, in 4th quarter of 2016.
Successfully converted fresh Saudi graduate store salesmen from order takers to sales consultants (Training Needs Analysis: their knowledge & skills before training was 5% - 10%, we delivered them with average Knowledge & skills rating between 76% - 99%).
Maintaining the strategic direction and best practices for project's planning. Maintaining client excellent communication
Leadership skills and mentoring for the team building. Keeping track record for reporting.
Assess client's business needs and propose the right solutions.
• Took lead in setting up training department from scratch, including designing its framework, crafting policies, and offering guidance to team members through coaching and mentoring.
• As valuable member of HR team, collaborated with HR director to design and implement performance management system. This included developing Competency Model for entire organization and ensuring its effective application to drive continuous improvement in performance.
• Significant achievement was leading implementation of first-ever systematic performance appraisal system in Alguthmi group. This competency-based performance appraising system was landmark development, as it had not been utilized in organization since its establishment in 1942 G until 2016.
• In addition, took charge of Employee Relations operation and successfully established robust monitoring system to gauge employee satisfaction levels. This initiative was carried out in full compliance with Saudi labor law, ensuring favorable work environment for all employees.
• Developed comprehensive training plan aligned with annual budget, ensuring cost-effective utilization of resources. Training programs and coaching materials, designed were efficient and effective, leveraging best practices to achieve strong ROI (return on investment).
• Important aspect of my role was maintaining meticulous record keeping for all training activities. Diligently compiled and sent monthly, quarterly and yearly reports to provide valuable insights and track progress and impact of training initiatives.
• Took responsibility for managing various employee relations activities within group. This included handling complaint reviews, managing discipline process, conducting employee assessments and evaluations, facilitating employee development programs, conducting exit interviews and investigating incidents.
• To identify training needs, proactively engaged with sales managers, conducted interviews with salesmen and evaluated their performance while on job between 2013-2015.
• Based on my findings, developed and delivered courses on Effective Leadership Development Skills, Selling Skills, and Customer Service Skills for sales team in 2015.
• In 2015-2016, Implemented groundbreaking insurance policy that offered 10% savings regardless of loss ratio from previous years. Additionally, successfully negotiated inclusion of new services and expanded network coverage, corresponding to percentage of savings achieved.
• Achieved 100% compliance with labor laws in Saudi Arabia, UAE, Qatar, Lebanon, and Kuwait by meticulously documenting end of service benefits and disciplinary actions. This marked a substantial enhancement compared to the years 2013 to 2016.
• To provide added benefits to Alguthmi employees, established agreements with various companies to secure special discounts for our workforce. This initiative aimed to enhance overall employee experience and provide additional incentives.
• Engaging in effective problem-solving involves analyzing challenges from various angles to develop viable solutions.
• In January to April 2014, spearheaded "Echo Product Training" project at Nokia, which served as Train of Trainer (TOT) program.
• Through comprehensive training programs, successfully increased brand knowledge and product awareness among Nokia field force and sales promoters. As result, there was significant 63% improvement in brand knowledge among key dealers such as Axiom Telecom and Alhaddad, carrefour, Extra Stores .. etc.
• In November 2013, organized training events focused on dealers in Jeddah, Makkah, and Medina with aim of capitalizing on Hajj season. These events played crucial role in enhancing knowledge of Nokia brand and its products among dealers. This translated into remarkable 35% increase in sales compared to previous year.
• Played vital role in preparing and teaching Nokia Stores team, Brand Ambassadors, field forces, and team leaders for Certification programs. These programs, which included bronze, silver, and gold curriculums, equipped them with necessary skills and knowledge to excel in their roles and ensure consistent quality service to customers.
• Facilitated coaching and mentoring sessions for staff at Nokia stores, as well as Brand Ambassadors and Field Forces. Later delegated coaching task to team leaders and established it as Key Performance Indicator (KPI).
• Conducted audits to ensure that team leaders were effectively carrying out coaching sessions.
• Took initiative to create monthly report templates, which were utilized to maintain communication with key dealers and retailers. Additionally, provided training and mentorship to team of 16 field forces responsible for virtual merchandising and training for retailers in markets of Jeddah, Makkah and Medina.
• Developed various templates that streamlined work processes, greatly aiding in organization of daily administrative tasks for academy trainers. These templates also simplified monthly reporting process and their effectiveness led to their approval and utilization across Middle East region.
• Led talent acquisition process for Nokia promoters, overseeing all stages from hiring and conducting interviews to assessments and onboarding. Out of 140 candidates interviewed, successfully hired 36 promoters who met criteria and demonstrated necessary skills and qualifications.
• Once hired, promoters underwent comprehensive Induction Program which covered all aspects of Nokia's product line. This training program proved to be highly effective, as evidenced by exceptional scores achieved by promoters in last assessment conducted by Nokia sales department.
• On average, promoters received rating of 92%. As result of their outstanding performance, Nokia general manager honored top three promoters for their exceptional contribution to company.
• Was responsible for establishing training department for Mamas & Papas brand in Kingdom of Saudi Arabia.
• Part of this role, designed various training courses and coordinated training sessions for sales operations team, ensuring that all store staff received necessary training.
• One of key focuses was on grooming and mentoring team members to improve client satisfaction and enhance brand image through exceptional service delivery.
• Worked closely with training head to determine specific training needs and finalize type and number of courses required.
• To meet these training needs, designed training materials that catered to both product knowledge (Arabic version) and systems training for store staff. These materials aimed to provide comprehensive and effective training in order to support staff in delivering highest quality service to customers.
• Additionally, interacted with line managers to facilitate nominations for training courses, ensuring that right employees were selected to participate in relevant training programs.
• Throughout all of these activities, aimed to contribute to overall success and growth of Mamas & Papas brand in KSA.
• Assessed effectiveness of training programs by gathering feedback from participants, supervisors and managers. This feedback helped in identifying areas for improvement and adapting training approach accordingly.
• Organized and facilitated induction training courses for newly recruited employees, ensuring that were familiar with organization's policies, processes and procedures right from start.
• To keep track of training progress and identify any performance bottlenecks with significant business impact, regularly updated training head and provided necessary information for effective resolution.
• Additionally, had conducted half-yearly assessments on product knowledge for store staff. This information enabled us to make informed decisions and take appropriate actions.
• Generated reports on weekly, monthly and quarterly basis, documenting training activities conducted and their outcomes.
• In addition to these tasks, had effectively managed daily activities related to training department, ensuring smooth operations and timely execution of training programs.
• Trained and mentored more than 300 new personnel hired to fulfill various roles.
• Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
• Engaging in effective problem-solving involves analyzing challenges from various angles to develop viable solutions.
• In March 2006, received Loyalty Appreciation Trophy and Certificate for outstanding service delivery.
• In partnership with HR Manager, played key role in establishing training department, ensuring that organization's training requirements were met effectively.
• Conducted performance assessments and identified training needs for total of 480 employees throughout kingdom.
• Facilitate informed decision-making, regularly updated senior management team on training progress and employee satisfaction levels, utilizing employee satisfaction forms.
• Took responsibility for preparing and managing annual budget for training department, strategically allocating resources to enhance organizational bottom lines.
• Furthermore, designed training programs and curriculum tailored to address identified training needs and successfully organized kingdom-wide training sessions.
• Aside from these core responsibilities, also undertook miscellaneous activities to support smooth running of training department.
• Ensured training center database was regularly updated and worked closely with external institutes to register staff for relevant courses.
• Established partnerships with freelance trainers to address specific training requirements of organization.
• Provided guidance to team members in maintaining Quality Assurance standards in day-to-day operations.
• To optimize training costs and achieve training objectives, developed and presented evaluation forms for external trainers.
• Was responsible for designing and implementing various forms for HR training department and HR department, following approval from quality assurance department.
• Supported HR department in implementation of new HR performance management system to evaluate employee performance throughout kingdom.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Aided tours department by assisting clients at counter with hotel reservations and purchasing tour packages to Cyprus.
• As part of sales support services, worked with sales representatives to create promotional materials and foster positive relationships with travel agents and general public.
• Effectively handled phone calls and negotiated sales deals with customers both in person and over phone.
• Regularly compiled daily activity report, daily sales report and sales report every 15 days.
• In addition, liaised with M/S Attar Travel airport handling agent at Jeddah and Riyadh to facilitate pre and post-flight formalities for airport passengers.
• My responsibilities also included handling customer services, reservations, ticketing and managing company's accounts in travel-related formalities.
• Finally, assisted walk-in customers with travel-related formalities.
• Organized trips for individual, family and business travelers
• Worked closely with clients to understand unique needs and meet specific travel desires
• Maintained and updated corporate traveler profiles with current information
• Collected, handled and documented payments for travel services and associated feels
• Handled sensitive information with professionalism and discretion
• Completed accurate reservations for business travelers at point of sale
• Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements
2 Years Diploma