Ola Haddad

Operations Manager

Bayt.com

Location: Jordan - Amman
Education: Master's degree, Marketing Management
Experience: 16 years, 9 Months

Work Experience

Total years of experience :16 years, 9 Months

Operations Manager at Bayt.com

Jordan - Amman
My current job since February 2016

Inducted into the organization as a Relationship Manager, and crafted an impressive growth curve to merit multiple promotions to the position of Operations Manager in order to ensure and improve the performance, productivity, efficiency and profitability of the sales operations through the provision of effective methods and strategies. Working closely with all sales units to ensure achieving the Employer Solutions division’s objectives by successfully turning inputs to outputs in an efficient manner.

Key Responsibilities:
 Liaising with superior to make decisions for operational activities and set strategic goals
 Planning and monitoring the day-to-day running of business to ensure smooth progress
 Evaluate overall performance by gathering, analyzing and interpreting data and metrics
 Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
 Oversee customer support processes and organize them to enhance customer satisfaction
 Revise and/or formulate policies and promote their implementation
 Help design, document and maintain system processes
 Analyze and interpret data to unearth weaknesses and problems, and comprehend the causes
 Develop detailed business plans to drive small or radical changes
 Developing strategic plans and assessing company performance
 Conducting data analysis to inform business decisions
 Support better management reporting, information flow, and business processes.
 Align processes, resources-planning and department goals with overall strategy
 Undertaking short-term or long-term projects to address a variety of issues and needs
 Provide advice or suggestions for improvement according to objectives
 Arrange for or provide training to people affected by change
 Research competition to identify threats and opportunities
 Monitor and analyze industry trends and market changes

Regional Manager at Bayt.com

Jordan - Amman
January 2014 to January 2016

Managed the local operations in Egypt, Oman, Bahrain, Iraq, Pakistan and Sri Lanka.

Key Responsibilities:
Strategic Planning:
 Tracking monthly sales, and leading precision focused sales forecasting for a rolling 90 day advance period to align short terms plans with changes in market conditions and consumer requirements.
 Reviewing deal pipelines and prioritizing efficient lead to customer conversions to accomplish revenue augmentation and market share growth.
 Monitoring P&L functions of the office to spearhead sales related cost control for assured optimized resource allocation, and improved operational efficiencies.
 Formulating reports highlighting sales performance, industry/competitor analysis, and untapped business opportunities to facilitate well informed future strategic planning and decision making.

Documenting:
 Assisting in preparation of materials outlining procedures, policies and systems linked to sales, sales training, on-boarding, coordination and best practices to provide instructions regarding deliverables and performance goals.

HR Management:
 Working in conjunction with the Unit Manager & HR team for timely identification of talent gaps; proactively participating in selection, interviews and talent management programs to acquire and retain best performing talent.
 Contributing towards performance appraisals, compensation structure planning, and training schemes; establishing objectives and SMART goals for team members to maintain focus and high morale.
 Training new sales employees to confirm understanding of products/services and department guidelines; mentoring the Unit Manager in implementation of performance standards for consistent improvement in operations.
 Maintaining open channels of communication with the team to provide feedback, build team capabilities, and support professional growth to drive workflow efficiency and accountability throughout division.

Innovating:
 Evaluating effectiveness of plans and revising strategies to gain competitive advantage; creating synergy to lead enhancement in KPIs, service quality and value proposition.

Business Manager at Bayt.com Inc

Jordan - Amman
August 2011 to December 2013

Managed the day to day operations to steer Jordan local operations & international market expansion across USA, Europe, Egypt, South Asia and Africa.

Key Responsibilities:
 Tracking monthly sales, and leading precision focused sales forecasting for a rolling 90 day advance period to align short terms plans with changes in market conditions and consumer requirements.
 Reviewing deal pipelines and prioritizing efficient lead to customer conversions to accomplish revenue augmentation and market share growth.
 Monitoring P&L functions of the office to spearhead sales related cost control for assured optimized resource allocation, and improved operational efficiencies.
 Formulating reports highlighting sales performance, industry/competitor analysis, and untapped business opportunities to facilitate well informed future strategic planning and decision making.
 Working in conjunction with the Unit Manager & HR team for timely identification of talent gaps; proactively participating in selection, interviews and talent management programs to acquire and retain best performing talent.
 Contributing towards performance appraisals, compensation structure planning, and training schemes; establishing objectives and SMART goals for team members to maintain focus and high morale.
 Training new sales employees to confirm understanding of products/services and department guidelines; mentoring the Unit Manager in implementation of performance standards for consistent improvement in operations.
 Maintaining open channels of communication with the team to provide feedback, build team capabilities, and support professional growth to drive workflow efficiency and accountability throughout division.

Sales Manager (Unit Manager ) at Bayt.com Inc.

Jordan - Amman
August 2009 to July 2011

Managed the day-to-day operations of an Outbound Call Center to pursue prospective customers, promote products, and collect data to successfully fulfill client needs.

Key Responsibilities:
 Directed strategic planning and implementation for assured effectiveness of call center operations to accomplish new client acquisition, satisfaction and growth in sync with business objectives.
 Oversaw forecasting and status of operations against budgeted figures on a weekly and/or monthly basis, and initiated corrective actions to eliminate variances when necessary.
 Set up performance metrics pertaining to efficiency and sales volume; determined staffing requirements, identified training needs and arranged professional development opportunities to steer consistent process improvements.
 Monitored random calls to ensure adherence to company standards, accurate dissemination of information and superior customer service delivery; developed job duties, and provided feedback to maintain high productivity.
 Provided on the job coaching to assigned team members to accomplish proficiency in: Product & Service Knowledge, Sales pitch, Objection Handling, CRM Usage, Meeting skills, Time Management, Presentation skills, Budgeting and Forecasting and Social Development.
 Maintained records and prepared reports highlighting statistical analysis associated with user rates and performance levels; developed procedures to secure optimal workflow and prompt complaint resolution.
 Interviewed staff, led selection, administered mentoring, and provided incentives schemes to facilitate retention; kept abreast of changes in industry dynamics to drive organizational change initiatives.

Relationship Manager and Senior Enterprise Relationship Manager (Senior Sales)) at Bayt. Com Inc

Jordan - Amman
August 2007 to July 2009

Designation Chronology:
 Mar 2009- Jul 2009: Senior Relationship Manager
 Aug 2007- Feb 2009: Relationship Manager

Highlights:
 Successfully met and exceeded monthly sales targets by building and maintaining a robust network of clients.
 Secured additional revenue streams by effectively managing business in assigned database through a transactional and solution-oriented selling approach.

Key Responsibilities:
 Led a team of 6 sales personnel and evaluated monthly performance against established goals; conducted periodic reviews of performance metrics, forecasted revenue inflow, and accomplished attentive pipeline management.
 Utilized feedback and market trends to redefine sales strategies; analyzed variance between projected revenue and current sales activities to revise strategies and optimize performance in sync with departmental targets.
 Acquired new Enterprise accounts, and followed up with corporate clients to match their recruitment needs with appropriate products/services while ensuring adherence to highest ethical standards.
 Executed outreach programs to initiate and develop strong relationships with 130+ local customers; spearheaded the crossing selling of company offerings, and streamlined continuous improvement in client engagement.
 Updated CRM with details of interactions with customers; prepared proposals, finalized agreements, billed clients, and assisted department head in decision making pertaining to value added service provision.
 Prioritized high quality customer service through prompt dissemination of product/service information, complaint resolution, order processing and after sales services for overall excellence in operations.