Head of Mission
Qatar Red Crescent
Total years of experience :24 years, 0 Months
Operations Management
• Leading QRC Turkey mission cross border operation portfolio for the Syrian crisis.
• Oversee QRC programs implementation (Food Security & Livelihood, Shelter & Wash, Health & Immunization and Emergency Response) in consultation with the senior management team and relevant senior field managers (programme and programme support) and in accordance with the project proposals, ensure objectives are met within the required time frames and budgets. Where necessary ensure preventative and corrective action is taken.
• Facilitate cross cutting communications with all country teams implementing and supporting the programme plans.
• Support senior management team and field managers in all aspects of finance, administrative, human resource and logistics management, ensuring knowledge of and adherence to applicable operational systems, donor requirements and country programme strategy.
• Prepare and implement policies, procedures and guidelines, as appropriate and relevant with the team and the HQ staff to enhance the smooth running of the programme through standardized procedures and improved support.
• Manage a comprehensive activity plan for the programme, including resource needs analysis, covering the time frames of the project proposals.
• Watching and identifying key developments and trends in humanitarian situation inside Syria in coordination with the field team to ensure proper planning and response.
• Represent QRC at relevant national and local meetings and forums and with government officials, contractors, other NGOs, etc., reporting back as applicable to staff, field managers and HQ.
• Ensuring other staff are appropriately representing QRC at relevant forums/ meetings and technical team in the UN OCHA clusters meeting
• Exchange expertise, successful project and success stories with other QRC missions in different countries.
Financial Management
• Supervise the project budget management and expenditure, in collaboration with finance, operations, Heads of programs, field managers and HQ staff, ensuring budgets are spent according to proposals and regulations.
• Seeking new fundraising opportunities.
• Managing annual budget of $25 - $30 million USD
Staff Management
• Line manage designated staff, including direct supervision and development for 10 staff members, 68 indirect staff members and 650 field staff.
• Hold regular team meetings and, through a consultative leadership style and a transparent, honest and supportive communication structure, develop and build an effective team.
• Provide on-going support and coaching, and ensure that staff has the necessary capacity to fulfil their responsibilities.
Quality Management
• Promote accountability concepts and practices.
• Review, develop and implement (as applicable) systems to improve transparency and to detect and ultimately prevent loss or fraud.
• Ensure country programs are implemented in line with proposals and requirements and in accordance with QRC and international standards e.g. Sphere and HAP standards, recommendations, donor Requirements, etc.
Main Results:
• Managing cross border operation of $80 million USD since the beginning of 2015. Turkey mission annual budget grown from $5 million USD in 2014 to reach $26 million USD in 2017, expected to reach $30 million USD in 2018
• Achieving $12 million USD funding from UN OCHA humanitarian pooled fund and UN agencies during the last three years. $2 million USD funding from GIZ
• Establishing the M&E and Needs Assessment unit that provide support to all programs.
• Create new partnership opportunities in different programs which contributed to leveraging QRC strategic programs.
• Contribution to enhancing the capacity of national Syrian partners.
• Provide procurement and all logistics support systems according to QRC policies and procedures.
• Provide input to planning for procurements and the provision of advice to those making a procurement request, then assist with the processing of such requests in accordance with QRC policies and procedures.
• Conduct market assessment and surveys to gain knowledge of the availability and price of local items.
• Proper engagement with freight forwarding agencies, freight handling/clearance agents, and local Customs, to ensure that cargo is managed at all points of the supply chain.
• Capturing information regularly to ensure proper database are available when needed.
• Assist program team preparing their projects budgets by providing all required information accordingly.
• Timely reporting on stock status, to help program staff with planning of stock replenishment, and, support program staff to verify that distribution has occurred according to the intentions and plans, donors and project partners.
• Assist in all logistics related matters including transportation and fuel management.
• Ensuring that the fleet is asset managed correctly, being driven safely, maintained appropriately, damages are reported, and ensure that vehicles internal equipment (tools, comms etc) are complete and serviceable.
• Maintaining accurate filing systems, with documented and supported records of actions for audit purposes.
• Ensure warehouse and inventory system is implemented properly and according to QRC policies and procedures.
• Manage the dept. officers on daily basis, following up in their training needs, as well as all HR-Admin related process such as leaves, evaluations, and recruitment.
Main Results:
• Establishing the logistics & procurement manual
• Diversify vendors network
Main Responsibilities:
• Ensure the implementation of best quality of service in retail shops and franchise centers and ensure achieving the preset SERVICE LEVEL regarding customers waiting time.
• Launching corporate new retail shops and franchise centers in coordination with concerned parties.
• Prepare and control implementation of regional financial budget, regional sales target and action plan.
• Analyze manpower situation in retail shops on regular basis and take the needed actions accordingly.
• Analyze entities productivity & effectiveness and implement preventive and corrective actions.
• Execute site visits to all retail shops and franchise centers on regular basis.
• Follow up customer complaints related to staff behavior and ensure solving them promptly.
• Monitor regional sales achievements including new lines, products and value-added services and ensure meeting the preset target.
• Ensure that all termination cases are handled professionally to decrease corporate termination rate.
• Monitor the franchise centers monthly evaluation concerning operation and overall performance.
• Coordinate with the main dealers (distributers) regarding franchise centers performance and other related issues.
• Lead, develop and motivate team members to reach ultimate performance and to achieve unit, departments and corporate objectives.
Main Results:
• Maintain high service level in Syriatel retail shops (90% of customers to be served within 10 minutes waiting time)
• Launching syriatel kiosks project in Syrian universities & shopping centers
• Launching syriatel kiosks project in the Syrian borders & Damascus international airport
• Participation in evaluating the new queuing system, selection and installation
• Retail shops expansion project in Damascus rural areas (5 Shops)
• Increase value added service sales in syriatel retail shops to reaching 15% of total corporate sales of VAS
Syriatel Mobile Telecom, Damascus - Syria
Credit Control & Collection Manager 2009 - 2010
Reporting to Customer Service Director
Scope of Supervision: Managing 60 collectors and 20 Credit Control & Analysis employees.
Main Responsibilities: • Set Credit Control & Collection policy based on corporate objectives.
• Apply continuous credit risk assessment for new offers and services.
• Manage debt collection throughout outsource collection agencies.
• Select the appropriate technique to control and enhance high usage and dunning process.
• Setting Credit & Collection yearly objectives, budget and review credit policies.
• Select the appropriate techniques to control receivables and bad debt ratio.
• Prepare and calculate the yearly budget of the unit.
• Develop Credit Control & Collection unit human capital.
• Less than 0.60% bad debt ratio
• Launching new Credit Control Module
• Contribute to the development of "CMS " Collection Management System
• Propose & Launch Syriatel new credit policy in alignment of corporate strategy
• Prepare new collection incentive scheme
Syriatel Mobile Telecom, Damascus - Syria
Retail Shops Regional Manager /Damascus & Southern Region 2006 - 2008
Reporting to Customer Service Director
Scope of Supervision: Managing 15 Retail Shops, 15 retail supervisors and 150 front liners
• Launching 16 new retail shops and franchise centers in Damascus & Southern Region which serve almost 400'000 customers on monthly basis
• Achieving 10% of corporate total prepaid sales through retail shops network
Syriatel Mobile Telecom, Damascus - Syria
Regional Sales Supervisor 2003 - 2005
Reporting to Regional Sales Manager
Scope of Supervision: Managing 7 sales Reps.
Main Responsibilities: • Analyze market situation including competitor's behavior and take the needed countermeasures.
• Execute sales calls, customer visits, and any other activities required to execute sales strategy.
• Coordinate with Syriatel main dealers/distributers to ensure high penetration rate.
• Monitor performance of each main dealer and introduce strategic promotions to correct decline in sales.
• Develop solid relationships with existing and new sales outlets to assure productive and consistent sales growth.
• Ensure stock availability in the market at all times in coordination with the main dealers.
• Develop and recommend specific Sales tactics and techniques for the various territories in order to gain market share, maximize profitability for the location and meet customer expectations.
• Initiate and supervise training and education programs to Syriatel outlets in order to ensure that sales outlets have the required knowledge to sell Syriatel products.
• Develop sales team commission structure.
• Lead annual formal evaluation of all sales outlets and suggest incentive schemes.
• Provide support and input to large corporate events, fairs and monitor exhibitions in order to develop brand awareness.
• Plan, manage, and review individual performance and provide regular feedback, development and coaching, taking prompt action where necessary.
• Provide guidance and ensure that the Sales Division complies with corporate policies, processes, practices and systems.
• Achieve remarkable sales growth in different territories through existing sales outlets and acquiring new class A outlets in Damascus & Southern Region which contributed to maximize Syriatel market share to reach 55%
• Participation in sales campaign to increase customer's base in Aleppo city.
Syriatel Mobile Telecom, Damascus - Syria
Sales coordinator 2001 - 2002
Reporting to Regional Sales Manager
• Execute sales calls, customer visits, and any other activities required to execute sales strategy
• Coordinate with Syriatel main dealers/distributers to ensure high penetration rate
• Coordinate with Syriatel main dealers to ensure the availability of Syriatel products in the outlets
• Report market situation and competitors activities to sales management
Aramex International Courier, Damascus - Syria
Cargo Dept. Team Leader 1999 - 2001
Reporting to the Station Manager
Scope of Supervision: Managing 5 Sales Reps.
Main Responsibilities: • Responsible for the smooth and continuous flow of products from origin to destination
• Insure preparation, issuing and submitting documents necessary to complete the export & import process
• Provides clients with advice concerning terms of delivery, payment, insurance and all other freight export & import services
• Negotiate with the air carriers and international partners to get the best possible inbound/outbound freight rates
• Ensure achieving the pre-set financial target
• Act as a link between the client and freight forwarders agencies regarding land and air freight
• Handling customs clearance for customers' shipments
• Communicate with the worldwide freight partners and agencies to follow up and track customers' inbound & outbound shipments
• Build up the cargo unit at Damascus Station
• Building very good relationship with the air carriers which helped in getting best freight forwarding rates and booking availability
• Exceeding the pre-set freight forwarding target of Damascus Station
Aramex International Courier, Riyadh - Saudi Arabia
Sales Team Member 1996 - 1998
Reporting to the Sales Team Leader
• Responsible for maintaining all the interactions with the customers; this includes sales; customer service and order processing.
• Responsible for maintaining proper customer information; schedule and conducts visits to the customers; follow-up on customer complaints and any other customer requirements
• Responsible for following up customers requirements regarding their courier and freight shipments
• Tracking shipments and provide clients with the POD
• Movable & Seasonal points of service across the country
• Launching Syriatel kiosks in Syrian universities & Malls
• Launching Syriatel kiosks in Syrian borders areas & Damascus Airport
• Retail shops expansion in Damascus rural areas
• Franchising project preparation and implementation (Project Member)
• Retail shops new queuing system evaluation, selection and installation project
• Launching new credit control module: (Project Member)
2005-2007: MSc in Finance The Arab Academy for Banking & Financial Sciences Amman - Jordan
1993-1996: BA in Accounting, Beirut Arab University