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Waleed Ahmed, Talen Management Lead

Waleed Ahmed

Talen Management Lead·MNT Halan

Saudi Arabia

Master's degree, Administration And Business Administration

Work experience

Total years of experience: 9 years, 0 months

Talen Management Lead

October 2025 - December 2025

MNT Halan

Cairo, Egypt

October 2025 - December 2025

Managing the performance in the company

Company industry:
Financial Services

Talent Management Lead

October 2025 - December 2025

MNT Halan,

Cairo, Egypt

October 2025 - December 2025

• Led talent development initiatives and supported HR strategies aligned with
organizational goals.
• Managed employee development plans and contributed to succession planning
initiatives.
• Collaborated with stakeholders to identify capability gaps and training priorities.

Company industry:
Financial Services
Job role:
Human Resources and Recruitment

Learning and development officer

March 2024 - December 2025

Abu Dhabi Islamic Bank

Cairo, Egypt

March 2024 - December 2025

Company industry:
Banking
Job role:
Banking

Learning and Development Senior Specialist

March 2025 - October 2025

Abu Dhabi Islamic Bank

Cairo, Egypt

March 2025 - October 2025

managing the learning and development of the bank staff

Company industry:
Banking
Job role:
Human Resources and Recruitment

Learning and Development Senior Specialist

April 2024 - October 2025

Abu Dhabi Islamic Bank (ADIB),

Cairo, Egypt

April 2024 - October 2025

• Managed annual training budget and coordinated with vendors and stakeholders to
deliver training programs.
• Conducted Training Needs Analysis (TNA) across multiple departments for behavioral
and technical training.
• Delivered HR induction sessions and facilitated learning programs for banking staff.
• Evaluated training effectiveness using L1 and L2 evaluation models.
• Supported onboarding and development programs impacting 100+ employees.
• Designed and delivered soft skills and technical training programs for banking teams.
• Supported onboarding programs and induction sessions for new employees.
• Contributed to development planning and succession management initiatives.

Company industry:
Banking
Job role:
Human Resources and Recruitment

Learning and Development Specialist

April 2024 - March 2025

Mashreq Global Network (MGN- Contact Center)

Cairo, Egypt

April 2024 - March 2025

• Conducting end-to-end training to the new hires
• Evaluating employee performance to gauge where skills are lacking

Managing global induction attendance for Contact Center.
• Delivering Soft skills training for the new hires (Customer Experience)
• Running refreshers for the existing staff as per the TNA (Training need
analysis)
• Preparing learning materials for programs
• Developing onboarding programs for new employees
• Responsible for creating access for the new joiners
• Run testing for new software

Company industry:
Banking
Job role:
Teaching and Academics

Trainer

March 2023 - March 2024

Mashreq Global Network (Contact Center),

Cairo, Egypt Hybrid

March 2023 - March 2024

• Delivered end-to-end training programs for contact center new hires and onboarding
sessions.
• Conducted refresher sessions based on Training Needs Analysis.
• Prepared training materials and facilitated customer experience programs.
• Coached employees and evaluated performance to close skill gaps.

Company industry:
Banking
Job role:
Training and Development

Quality Service Analyst

January 2021 - March 2023

HSBC - Contact Center Support (MENA

Cairo, Egypt

January 2021 - March 2023

• Monitoring and periodic audit of calls to ensure meeting the quality
requirements, regulation and compliance and processes standards
• Welcoming the new hires and delivering
• Reporting quality analysis and observations to operation management and
stakeholders based on observations from audit checks and call monitoring
• Coordinating with training the necessary refreshers or skill builders to be
delivered
• Ensures accuracy of evaluations through calibration sessions with team
managers and stakeholders in addition to internal / external audits
• Delivers feedback to associates and team managers through effective and
prescribed coaching methodology
• Measures and maintains accountability on an associate or team level areas of
strengths and opportunities and determine recommendations and action plans
to improve processes and customer experience.
• Conduct regular checks on calls to spot any conduct breach incidents
• OIC to my manager Quality Service Manager during her absence in all
internal and external stakeholders meetings

Company industry:
Banking
Job role:
Quality Control

Quality Service Analyst

January 2021 - March 2023

HSBC (Contact Center Support),

Cairo, Egypt

January 2021 - March 2023

• Monitored and audited customer calls to ensure compliance with quality standards and
regulatory requirements.
• Reported quality insights and improvement recommendations to operations
management.
• Conducted calibration sessions with managers and stakeholders to maintain evaluation
accuracy.
• Delivered coaching and structured feedback to improve service quality and customer
satisfaction.

Company industry:
Banking
Job role:
Quality Control

Customer Service Executive

July 2018 - December 2020

MENA

Cairo, Egypt

July 2018 - December 2020

• Handling calls from our HSBC customers in a polite and friendly way, instilling
customer confidence and resolving customers issues at first contact where
possible
• Delivers what is promised in line with customer expectations
• Offers value added products and services based on customer needs analysis
and ensures customer understanding of those products
• Owns and resolves issues and understands how and when to escalate

Company industry:
IT Services
Job role:
Customer Service and Call Center

Customer Service Executive

July 2018 - December 2020

HSBC Contact Center (MENA Region)

Cairo, Egypt Hybrid

July 2018 - December 2020

• Handled customer inquiries and resolved issues while maintaining high service
standards.
• Promoted banking products and services based on customer needs analysis.
• Ensured first-contact resolution and escalated complex cases when required.

Company industry:
Banking
Job role:
Customer Service and Call Center

Promoter

January 2014 - September 2014

Samsung

Jeddah, Saudi Arabia

January 2014 - September 2014

• Promoted and demonstrated LG and Samsung products in retail environments, engaging
customers and driving product awareness and sales.
• Assisted customers in selecting suitable electronics based on their needs, explaining
features, specifications, and competitive advantages.
• Achieved sales targets and maintained strong product knowledge while ensuring high
standards of customer service and brand representation.

Company industry:
Construction & Building
Job role:
Sales

Promoter

January 2013 - September 2013

LG

Jeddah, Saudi Arabia

January 2013 - September 2013

• Promoted and demonstrated LG and Samsung products in retail environments, engaging
customers and driving product awareness and sales.
• Assisted customers in selecting suitable electronics based on their needs, explaining
features, specifications, and competitive advantages.
• Achieved sales targets and maintained strong product knowledge while ensuring high
standards of customer service and brand representation.

Company industry:
Industrial Production
Job role:
Sales

Education

Helwan University

January 2025

January 2025

Master's degree, Administration And Business Administration

Egypt

Helwan University

January 2024

January 2024

Master's degree, Administration And Business Administration

Egypt

Helwan University

January 2024

January 2024

Master's degree, Administration And Business Administration

Egypt

Helwan University

January 2015

January 2015

Bachelor's degree, Administration And Business Administration

Egypt

Helwan University

January 2015

January 2015

Bachelor's degree, Administration And Business Administration

Egypt

Riyadh Al Quran

June 2011

June 2011

High school or equivalent, High School

Saudi Arabia

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
HR Deploma
AUC - American University in Cairo
Aug 2024

Hobbies

  • Reading Books
  • Football