Ibrahim Ghawanmeh

Freelance (Management Consultancy)

Direct and control training and development strategy, proficiently manage and utilise training and development budget also streamline all outsource activities which includes manpower, contracts, payments, recruitments, etc. Implement strategies to simplify HR operations, as well as identify, develop and manage a team comprising of instructional designers, learning management systems experts, learning consultants/vendors, and technical trainers. Develop skills of retail staff to achieve growth in sales and customer experience by delivering support. Establish and implement policies and procedures to resolve all performance issues within the stores.
Key Achievements:
• Devised and implemented strategies by functioning as leader for innovation in development which resulted in creating and maintaining a competitive advantage for attraction of the potential and talented candidates.
• Built and strengthened relationship with world-class learning institutions, universities external partners and vendors that enhance performance and capabilities of team member as well as assured adherence of policies and procedures to guarantee all relevant regulatory/legislative requirements are fulfilled.
• Administered and controlled innovative and cost effective recruiting strategies, processes and initiatives for the enterprise and formulated plans to identifying workforce trends, reducing number of open positions. Attracted competent employers by developing a career structure for direct stores for FTEs & PTEs.
• Identified and mitigated risk through adhering policies and practices, resolve employees complaints in professional manner moreover collaborated with other staff members to implement changes to practices as needed to meet regulatory and legal requirements.

Promoted positive cooperative culture and strengthen the organisation through progressive integration of the purpose, mission and values. Competently generated customer excellence driven culture across all front-end staff by coaching, monitoring and rewarding, also highlighted strength and weaknesses and carried out action plans to improve the service. Simplified and highlighted the propositions in Business Centers and Outlet by creating a consistent, bold and simple first impression for the Etisalat brand.
Key Achievements:
• Thoroughly monitored and evaluated service performance according to governing standards, also built effective channel of communication to deliver constructive feedback according to performance levels.
• Planned and organised training sessions for staff members to enhance their performance and effectiveness to achieve KPI’s, also managed channels management staff performance. Assured pre-launch readiness at all levels to all frontlines due to any Product & service launch.
• Applied customer experience best-in-class approaches aligned with the evolving competencies and learning programmes, as well as identified opportunities for continuous improvement.

Critically examined the service standards for the different businesses & functions of the bank in the Middle East, also conducted and assessed comparison analysis of service levels against competitors based on the Mystery shopping results. Monitored performance of employees and branches and rewarded top performance in order to create performance and customer driven culture across all front-end staff in the Region, also penalizing the low performers by setting up ZERO tolerance strategy. Coordinated with other units of the function and standard bodies to rationalise customer management operations and managed staff according to bank standards.
Key Achievements:
• Analysed service performance according to agreed standards and took appropriate action to communicate results, and supported according to performance levels based on SQM standards and branch readiness.
• Carried out staff service appraisal & other related performance measure tools to manage and monitor staff performance, measured standards for front ends and provided incentives to staff accordingly.
• Improved customer recommendation scores and brand health, identified gaps pertaining to contact points on the basis analysis and communicated findings of the INDEX to concerned authority.
• Augmented and amplified staff management functions according to banks’ standards and collaborated with other units of the function which included Head of PFS in each country within the region. Guaranteed readiness at all levels to all frontlines due to any Product & service launch.

Executed strategies to fulfil staff HR/learning and development needs in 12 countries, directed and met training objectives within budget constraints, also administered quality controls output of training interventions across the region. Timely responded to ad-hoc requests for support, reflecting changing business priorities moreover drove organisation’s cultural change in conjunction with senior management requirements.
Key Achievements:
• Significantly contributed to business performance in all countries covered by the regional centre with priority focus on key sites. Planned and promoted flexible learning (e.g. Intranet/self-development) region-wide.
• Functioned as project leader for the HSBC Group Leadership Academy, delivered service within Global HSBC HR and L&D metrics. Liaised with HSBC Group HR/ Learning & Development, other RLDs and external institutions to assure productive information flows/sharing of best practices.
• Enhanced regional management staff performance and provided training towards optimum productivity and effectiveness in the region. Designed and delivered high potential and diversity programmes to accelerate talent including reverse mentoring and women in leadership programmes.
• Created, and implemented a strategy for UAE Learning and development function which supports business strategy for growth within the framework of HBME and HSBC Group strategies.