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Islam Hassem Bahnas, Director, Global Operations & Growth (BPO, CX, Tech)

Islam Hassem Bahnas

Director, Global Operations & Growth (BPO, CX, Tech)·Centro

Egypt

Master's degree, General Management

Work experience

Total years of experience: 10 years, 5 months

Director, Global Operations & Growth (BPO, CX, Tech)

December 2024 - Present

Centro

Cairo, Egypt •Hybrid

December 2024 - Present

Group level role, promoted from General Manager, TrueBlue MD. Lead the global operations, revenue and profit growth.
$18M P&L ownership. Partnered with executive leadership on growth strategy, market expansion, and operational scalability.
• Led global Go-to-Market (GTM) strategy for a multi-country portfolio encompassing Healthtech subsidiary and CX
service operations, governing a $25M+ combined pipeline (ACV $200K-$1.2M).
• Personally closed $600K ACV enterprise BPO deals, demonstrating deep operational credibility in complex, regulated
outsourcing delivery.
• Architected GTM playbooks and Ideal Customer Profile (ICP) frameworks, resulting in a 42% YoY improvement in close
rates and 31% funnel conversion increase through AI-driven lead scoring and RevOps standardization.
• Built and scaled an 18-person commercial organization, generating $5M Annual Recurring Revenue (ARR)within 12
months.
• Partnered with country directors across US/EG/PH/SA to align delivery capacity with pipeline growth, protecting margins
on new customer onboarding.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Management

Director,Growth & Commercial Strategy (Group level)

December 2024 - Present

Centro

Cairo, Egypt

December 2024 - Present

Lead global revenue growth and GTM strategy for a multi-country business portfolio encompassing HealthTech subsidiary (TrueBlue MD) and clinical, administrative, and CX service operations. Govern a $25M+ combined pipeline (ACV range $200K-$1.2M) across BPO, HealthTech (RPM/CCM/RCM), and CX verticals.

Personally close $600K ACV enterprise BPO deals by leveraging deep operational credibility and understanding of complex, regulated outsourcing delivery.

Architected GTM playbooks and ICP frameworks, improving close rates 42% YoY and funnel conversion 31% through AI-driven lead scoring and RevOps standardization. Built and scaled an 18-person commercial organization generating $5M ARR in 12 months.

Partner with country directors across US/EG/PH/SA to align delivery capacity with pipeline growth, protecting margins on new customer onboarding. Converted $25M+ pipeline into $5M new revenue in 2025 through direct sales, cross-sell, and broker partnerships.


Core focus areas:
Revenue Strategy | Commercial Execution | RevOps | Global Operations Alignment | Multi-Geo Scaling | P&L Protection
Company industry:
Business Process Outsourcing (BPO)

General Manager

November 2023 - Present

TrueBlue MD

Sterling, United States •Remote

November 2023 - Present

Full P&L ownership for a US-based HealthTech startup specializing in RPM, CCM, and RCM outsourcing for 18 US medical
institutions (3, 500+ patients).
• Assumed full P&L ownership for a HealthTech and RCM startup; scaled revenue from $40K to $250K Monthly
Recurring Revenue (MRR) while reducing monthly spend from $80K to $60-63K, delivering 351% YoY net profit
growth.
• Compressed enterprise B2B sales cycle from 120 to 60 days and doubled conversion rates by rebuilding lead generation,
redesigning pricing, and introducing consultative enterprise sales frameworks.
• Scaled HIPAA-compliant clinical delivery across 18 US institutions serving 3, 500+ patients, maintaining NPS 64+ and
CSAT 96%.
• Implemented agile SCRUM teams, KPI dashboards, and performance management, achieving 33% operational efficiency
gains.
Company industry:
Other Healthcare Services
Job role:
Management

Senior Global Operations Manager

March 2022 - October 2023

TrueBlue MD

Sterling, United States •Remote

March 2022 - October 2023

• Managed cross-functional operations across seven departments (delivery, customer success, billing, finance, HR, sales
support), aligning with revenue growth and profitability targets.
• Achieved 127% revenue growth and increased workflow speed by 43% through Lean methodologies; reduced operational
costs by 27% via vendor optimization and SOP design.
• Built centralized data dashboards and KPI tracking systems to drive strategic decision-making and implemented OKR
methodology.
Company industry:
Other Healthcare Services
Job role:
Management

Business Process Outsourcing (BPO) Vendor Manager

March 2022 - August 2022

TrueBlue MD

Sterling, United States

March 2022 - August 2022

Oversaw outsourced BPO operations for a healthcare SaaS provider, managing vendor relationships, performance standards, and service delivery excellence.

Cut BPO costs 15% through strategic renegotiations and volume optimization while maintaining service quality and SLA compliance.

Improved productivity 18% through revamped training and performance management; increased contractor output 35% by establishing clear performance expectations and incentive alignment.

Built contingency plans and operational redundancy to ensure SLA continuity and vendor reliability.

Secured and optimized the BPO delivery backbone while implementing standards, SOPs, and risk mitigation frameworks enabling scalable operations for future growth.

Core focus areas:
Vendor Management | Cost Optimization | Service Delivery | SOP Design | Risk Mitigation
Company industry:
Business Process Outsourcing (BPO)

Operations Manager

October 2020 - February 2022

Teleperformance

Cairo, Egypt

October 2020 - February 2022

• Led large-scale BPO delivery for global enterprise clients across shipping, logistics, financial services, and tech support
verticals, overseeing 500+ FTEs, 3 Operations Assistant Managers, 25 Supervisors, and an $11M+ annual P&L.
• Transformed client NPS from -2 to +16, ranking the site #1 globally among 16 international locations.
• Increased unit productivity by 29% while achieving 57% gross margins and maintaining strict SLA, PCI DSS, and GDPR
compliance with zero compliance breaches across a 5-year tenure.
• Reduced customer escalations by 50% using Lean Six Sigma and COPC operational frameworks, simultaneously
achieving an Employee NPS (eNPS) of +84, indicating best-in-class retention and engagement.
• Served as the primary commercial escalation point for global enterprise accounts, managing C-suite relationships across
shipping, logistics, financial services, and technology verticals.
• Led 12.5x headcount growth (from launch to 500+ agents) in 18 months while maintaining service quality, employee
engagement, and profitability
Company industry:
Business Process Outsourcing (BPO)
Job role:
Management

Senior Operations Supervisor

May 2020 - September 2020

Teleperformance

Cairo, Egypt

May 2020 - September 2020

Senior Operations Supervisor for a global security systems company, managing UK and USA technical support LOBs, including critical account recovery. Successfully managed a team of consistently low-performing employees to improve their performance and either graduate or filter them out.

• Managed, planned, organized, scheduled, and directed, a team of 2 Operations Supervisors and 40 full-time employees.
• Prepared, implemented, and executed performance action plans to achieve productivity and service level targets.
• Analyzed technical support tickets to identify the highest impact issues and escalate them to the client.
• Prepared weekly business review materials to track trends and performance improvement.
• Utilized COPC outliers management process (quartile management) to focus efforts for maximum output and improvement.
• Increased overall employee productivity from 78% to 93% by December 2020.
• Improved overall employee absenteeism performance from 22% in Q1 to 5% by December 2020.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Management

Operations Supervisor

May 2018 - March 2020

Teleperformance

Cairo, Egypt

May 2018 - March 2020

• Managed fintech and money transfer lines of business, ensuring regulatory compliance (GDPR, PCI) and performance
delivery. Achieved consistent KPI compliance across USA and UK LOBs.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Management

Subject Matter Expert (SME)

September 2017 - May 2018

Teleperformance

Cairo, Egypt

September 2017 - May 2018

Supported high-value accounts and managed fraud/ risk management. Achieved 100% KPI performance for six consecutive months. Recognized as Employee of the Month. Built knowledge management and training systems for new hire onboarding.

Core focus areas:
Risk Operations | Knowledge Management | Training | Performance Consistency
Company industry:
Business Process Outsourcing (BPO)

Subject Matter Expert

September 2017 - April 2018

Teleperformance

Cairo, Egypt

September 2017 - April 2018

High-value customers and tier 2 LOB for a global money transfer & fintech company handling USA & UK customers.

• Responsible for anti-money laundering (AML) fraud reporting and the Consumer Protection Program Awareness (risk management).
• Handled high-band customer inquiries, complaints, and escalations.
• Escalated highly volatile cases to the corporate escalations team for immediate resolution.
• Proper handling of privacy (OPT-IN and OUT) customers requests.
• Provided product knowledge support and training for newly hired associates.
• Received Employee of the Month for 6 consecutive months and Employee of the Quarter for 3 consecutive quarters for achieving 100% KPIs.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Financial Advisor

June 2017 - August 2017

Teleperformance

Cairo, Egypt

June 2017 - August 2017

Customer Service Representative for a global money transfer & Fintech company, handling USA customers.

• Processed online telephone money transfers (TMT) via credit/ debit cards.
• Processed operator money transfers on the system, providing customers with reference numbers to complete the payments.
• Guided customers in completing money transfers and creating online profiles.
• Handled customers’ inquiries, requests, changes, and refunds.
• Troubleshoot technical issues.
• Awarded employee of the quarter for 3 consecutive quarters from 2017 to 2018.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Contact Center Financial Advisor

June 2017 - August 2017

Teleperformance

Cairo, Egypt

June 2017 - August 2017

Provided customer service for global money transfer and fintech company serving USA- based customers. Recognized as Employee of the Quarter for outstanding performance.

Core focus areas:
Customer Experience | Financial Services Support | Performance Delivery
Company industry:
Business Process Outsourcing (BPO)

Energy Management Engineer

June 2015 - June 2016

L’Orèal

Cairo, Egypt

June 2015 - June 2016

Successful deployment and application of ISO 50001(Energy Management for Industrial Facilities) as a graduation project

• Performed complete energy consumption audit.
• Created an energy plan highlighting the energy consumption per manufacturing process.
• Designed an energy management action plan.
• Reduced plant energy consumption by 18%.
• Influenced $3 million in investments to maintain sustainable energy based on the project recommendations and success.
Company industry:
Manufacturing
Job role:
Engineering

Energy Management Graduation Project Engineer

June 2015 - June 2016

L’Orèal

Egypt

June 2015 - June 2016

Designed and deployed ISO 50001 energy management system for manufacturing operations. Performed comprehensive energy audit, created consumption baseline, and designed renewable energy hybrid action plan. Achieved 18% energy usage reduction and influenced $3M in sustainable energy investments.

Core focus areas:
Operational Improvement | Process Design | Sustainability | Systems Thinking
Company industry:
FMCG

Renewable Energy Trainee

August 2014 - September 2014

Arab Institute For Advanced Technology

Cairo, Egypt

August 2014 - September 2014

Applications on Solar Energy PV systems, Wind Energy, Renewable Energy
Company industry:
Energy & Renewables

Energy Management Trainee

August 2013 - September 2013

National Energy And Renewable Energy Association (NREA)

Cairo, Egypt

August 2013 - September 2013

Energy Management,
Solar Energy Design,
Wind Energy Design.
Company industry:
Energy & Renewables

Education

Heliopolis University

November 2025

November 2025

Master's degree, General Management

Egypt

Ain Shams University

June 2019

June 2019

Bachelor's degree, Energy and Renewable Energy Engineering

Egypt

General idea on Electromechanical Engineering, with intensive study of Renewable Energy resources.

Skills

Operations Management

Expert

Outsourcing

Expert

Lean Six Sigma

Expert

Continuous Improvement

Expert

Performance Management

Expert

People Management

Expert

Strategic Leadership

Expert

Strategic Leadership

Expert

Interpersonal Skills

Expert

Revenue Growth and Maximization

Expert

Operations Management

Expert

Performance Management and Continuous Improvement

Expert

Lean Six Sigma

Expert

Customer Experience

Expert

Business Process Outsourcing (BPO)

Expert

Customer Service

Expert

Sales

Expert

Business Development

Expert

GO TO MARKET STRATEGY

Intermediate

CERTIFIED HIPAA PROFESSIONAL CHP

Intermediate

COST MANAGEMENT

Intermediate

CROSS FUNCTIONAL TEAM LEADERSHIP

Intermediate

MANAGEMENT

Intermediate

MASTER OF BUSINESS ADMINISTRATION MBA

Intermediate

OPERATIONAL EXCELLENCE

Intermediate

OPERATIONS

Intermediate

PROFIT AND LOSS P&L MANAGEMENT

Intermediate

PROFIT MARGINS

Intermediate

Leadership

Expert

Operation

Expert

Administration

Intermediate

ACCOUNTABILITY

Intermediate

BUSINESS PROCESS OUTSOURCING

Intermediate

CUSTOMER EXPERIENCE STRATEGY CX

Intermediate

GENERAL DATA PROTECTION REGULATION GDPR

Intermediate

GOVERNANCE

Intermediate

MARKETING

Intermediate

Social profiles

Personal Website
Personal Website
linkedin.com/in/islamhassem

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Certifications
Google Project Management Certificate
Google
Sep 2025
Fundamentals of Digital Marketing Certification
Mar 2021
Lean Six Sigma Yellow Belt Certification
Aug 2021
Fundamentals of Manfacturing of Solar Thermal Heaters
Jan 2020
Teleperformance Operations Processes and Standards (TOPS) Supervision Certificate
Jun 2018
Training
Applications on PV - CSP Systems
Arab Institution For Advanced Technologies
Aug 2014
Renewable Energy Resources
National Energy and Renewable Energy Association (NREA)
Aug 2013

Hobbies and interests

Data Analysis
Football