خالد خياط

Key Achievements:
• Managed and controlled sales operations of start-up travel agency business achieving annual revenue in excess of AED 1.5 mil.

Responsibilities:
• Developed and implemented strategic direction and business plans; established parameters, quotes and negotiated prices with airline and hotel vendors to drive cost reductions and margin increases.
• Consistently identified and exploited business opportunities exceeding sales targets.
• Directed all activities for a team of 15 individuals, including recruitment, payroll, on-the-job training and coaching activities as well as effectively managing employee sales incentives & bonus schemes.
• Built and maintained professional relationships with clients, banks, vendors, and government partners across the Middle East region while managing credit lines.
• Successfully represented the company by participating in trade shows and exhibitions pertaining to corporate and individual travel.

Key Achievements:
• Developed appropriate credit & collections policies and procedures to minimize risk of bad debt, including clear and workable policies on granting of credit, collections procedures, cash applications, dispute resolution and customer account reconciliation.
• Exceeded annual collection goals between $6mil and $7mil
• Managed a team of 11 while ensuring timely reconciliation of customer receivables including resolution of customer disputes.
• Achieved highest customer satisfaction by successful engagements; strategically advising customers on real estate financing solutions and successfully re-negotiating mortgage payment terms in line with company strategy and UAE regulations as per RERA leading to target achievements.
• Identified control weaknesses in invoicing and credit & collections processes and worked with relevant departments to implement efficient and strong controls over invoicing and receivables.

Responsibilities:
• Oversight of all collections policies, processes, including strategy development and deployment and management of the Collections Team.
• Driving excellence with customer relationship and partner management including customers, courts and legal/government bodies on any business related issues whilst negotiating in the best interests of the company.
• Providing timely and accurate reporting on KPIs and performance to CEO and senior leadership team.

Joined the organization as Business Development Manager, charted a phenomenal growth curve to merit the current position.

Designation Chronology:
• 11/2009 - 11/2012: Regional Collections Manager
• 06/2008 - 11/2009: Area Sales Manager
• 06/2006 - 06/2008: Sales Manager
• 02/2005 - 06/2006: Business Development Manager

Key Accomplishments:
• Experienced in corporate and personal banking recoveries (secured and unsecured products).
• Continuously achieved and exceeded the business unit's target set by Annual Operation Plan.
• Achievement of annual profit target of Field Collections in excess of the set target (achieved a profit of US$ 6.6 million against set profit target of US$ 3 million).
• Coaching and development of UAE and regional Sales and Recovery teams (team of 25) to achieve performance targets.
• Continually improving the standards of customer driven behaviour, and delivering a robust service culture through the recovery Team.
• Consecutive achievement of "satisfactory" rating by the Group Audit for nil compliance breaches.

Responsibilities:
• Managed seven Field recovery teams based in UAE, and monitored teams based in Oman, Qatar, Bahrain, Jordan and Pakistan.
• Lead operational corporate Banking recovery activities in UAE (Business Loans, Overdrafts & corporate Credit Cards) and Personal Banking recoveries in UAE, GCC & Pakistan (Personal Loans, Overdraft, Credit Cards, Vehicle Finance & Mortgages).
• Responsible for driving cost efficiencies by ensuring total cost of Field Collections is covered 80% through fee income resulting from RPC's (Right Party Contacts) and secondary visits. With recoveries offset, covering 100% driving Profitability.
• Responsible for maintaining collections, recovery & litigation MIS for senior management review.
• Lead all legal engagements for the bank and managed the relationship with bank's legal counsel; responsible for providing timely reporting to senior executives.
• Managed all escalated collections and recovery cases through collection agencies.

Responsibilities:
• Providing leadership and coaching to sales team to meet and exceed set sales targets; handling all aspects of their training and performance. Ensuring optimum levels of motivation among them.
• Conducting market research, competitor analysis and devising business and marketing plans to counter the same and penetrate markets.
• Drafting and controlling budgets and overheads. Conducting monthly sales forecasts, performing sales analysis and implemented key strategic decisions to reduce costs.
• Conducting regional performance reviews by devising performance measurement parameters, effecting strategies and measures to address shortcomings and preparing research-based reports and sales forecasts for senior management.
• Coordinating managerial / non-managerial T&D programs in cooperation with DST Trainer and RLD.
• Supporting and interacting effectively with the Group Risk management team within the bank, with particular focus on business continuity, fraud risk, anti-money laundering and other nominated operational risk areas.
• Formulating, executing and monitoring client-servicing and marketing strategies based on market intelligence of competitors, the Credit Policy Manual and Terms of Acceptance, while keeping the upper management updated about developments.

Responsibilities:
• Trained and directed the sales team in the fulfillment of business development and client management activities.
• Suggested and implemented an integrated range of sales strategies and concepts consistent with projected growth rates.
• Researched investment opportunities and conceptualizing business development ventures to draw out complete business roll out plans in cooperation with Business Development Mangers in the UAE.
• Managed operating budgets and regularly monitoring performance to budget parameters. Spearheaded marketing initiatives, promotions and coordinated with marketing initiatives to optimize sales volumes.
• Kept close tabs on market dynamics and competitor activities, conducted feasibility studies, recommended improvements to the higher management on increasing revenue growth and devising effective sales strategies to counter the same.
• Customized packages in view of client requirements, associated business risks and long term prospects. Formulated pricing and payment strategies while maintaining close relations with all major corporate accounts.
• Prepared research-based reports and sales forecasts for senior management. Created and updated a streamlined system of customer database updates to enhance sales flow.
• Maintained up-to-date compliance by keeping abreast of laws and regulations that apply to staff function or field of professional expertise.

Responsibilities:
• Maximized profit margins by identifying high potential sales opportunities, prioritized them, devised performance measurement parameters and effected measures to address shortcomings.
• Led a crack team of sales specialists, assigned tasks, and ensured that sales targets are achieved. Maintained healthy group dynamics and created an environment oriented to open communication, creative thinking and cohesive team effort
• Prepared and conducted presentations to AEL executives and decision makers of key accounts, responded to queries, and followed up on any complaints to prevent escalations.
• Marinated and developed strong relationships with the key contacts of all AEL companies, Defined and analyzed client specific requirements, provided personalized services/packages as per their genuine needs, and prepared proposals to finalize sales agreements.
• Coordinated with Sales Managers and Officers of other sales channels including Vehicle Finance, Mortgage, Offshore etc, to ensure a streamlined, time and cost effective sales process of financial packages for corporate and retail client segment.
• Provided regular reports and analysis to senior management on business development activities, as well as financial and budgetary implications. Supported and promoted the DST Team.
• Ensured compliance with bank’s regulations and policies including anti money laundering regulations and provided feedback to senior managers about matters of concern.
• Attended training courses, Kept abreast of latest advancements and used the potentials of the same to respond to the distinctive and special needs of the organization.

Joined the organization as Passenger Services Assistant, charted a phenomenal growth curve to merit the position of Senior Operations Officer.

Designation Chronology:
• Nov '02 - Apr '03: Senior Operations Officer
• Apr '03 - Oct '03: Check-In Agent - Departure Area
• Oct '03 - Feb '05: Passenger Services Assistant

Responsibilities as Senior Operations Officer:
• Adhered to strict confidentiality in all matters related to Emirate Airlines and its staff and enforced the highest standards of work ethics.
• Formulated marketing master plan and sales strategies in coordination with the passenger sales and services supervisors to identify and capture target customer base to improve quality of services as well as facilities.
• Delivered and nurtured outstanding customer service, ensured full resolution of complaints, problems and queries from customers leading to maximized profit targets with minimal supervision.
• Assisted in auditing standards of service, maintenance and infrastructure to ensure conformity to requisite grading standards.
• Ensured clear communication pertaining to service terms and conditions, and followed up on any complaints to prevent escalations and legal implications.
• Achieved assigned targets and optimal customer satisfaction by assisting customers with travel needs and responding to their queries.
• Identified passengers with special needs and code shared passengers and directed them to relevant check in counters thereby facilitating their boarding.
• Dealt with and escalated where necessary customer complaints to successful resolution. Provided a high level of service across the business, and represented the company in a professional manner at all times.
• Expedited front lines, directed flow of customers in check-in area and ensured each customer received outstanding customer service thereby enhancing the image of the airlines.
• Reported to the senior manager on a daily basis.

The organization specializes in providing consumer products, pharmaceuticals, sports goods, medical and laboratory equipment, as well as environmental health products. It also runs the Bin Sina chain of pharmacies.

Joined the Group as Sales Assistant (Bin Sina Pharmacy) and was promoted within a short span to the position of Store Manager.

Designation Chronology:
• Mar ‘01 - Mar ‘02: Store Manager- Alfa Sports (Location)
• Jul ’00 - Mar ’01: Sales Assistant- Alfa Sports (City Centre Branch)
• Jan ‘00 - Jun ‘00: Sales Assistant - Bin Sina Pharmacy

Responsibilities as Store manager:
• Oversaw matters critical to shop operations including standards of service, quality, and maintenance of appropriate inventory levels in addition to chalking out area strategy for competitiveness.
• Evaluated inventory movement to determine appropriateness of procurement actions, and identified sources of supply.
• Focused on periodical re-engineering of key processes implemented and aligned the same to changing quality norms to reflect industry best practices and standards.
• Composed and implemented procedure plans for customer service operations.
• Managed and executed listings, ranging, upgrading, promoting merchandise within the category; determed category location, merchandise layout on retail shelf, shelf impact, off-shelf; and managed category size and assortments.
• Held responsibility for safety and physical control of stock and vetted all procurements.