IBRAHIM GHAWANMEH
Milton,ON
Summary
Results-oriented professional with over 25 years of diverse and accomplished experience in Talent Experience, Learning and Development and Customer Experience. Proven expertise in change management, performance management, and employee engagement, complemented by a strong foundation in building and nurturing relationships. Recognized for leadership in staff management, strategic thinking, and comprehensive knowledge of policies, enabling the identification of requirements for organizational improvement and increased profitability. Possesses exceptional communication, analytical, and interpersonal skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Manager, Talent Experience & Insights
Liberty Algonquin
08.2019 - Current
- Developed and implemented Talent strategies to enhance organizational performance.
- Oversaw the entire Performance Management Process to ensure optimal employee performance.
- Led the execution of the Employee Engagement Survey to gauge and improve overall workplace satisfaction.
- Orchestrated the Employee Onboarding experience to create a positive and seamless integration for new hires.
- Served as the Project Lead for HR Digital Transformation, focusing on the community home page for HR professionals.
- Managed all aspects of vendor proposals, purchase orders, cost allocation, and relationships.
- Oversaw the governance, maintenance, and/or functionality enhancements of the enterprise-wide Learning Management System (LMS).
- Developed and managed a Data analysis Framework to derive valuable insights for informed decision-making.
Manager Customer Experience
MAJID AL FUTTAIM PROPERTIES
01.2017 - 01.2019
- Digital Transformation Project Lead for SAP SuccessFactors (performance management, LMS, Total Rewards, Recruitment & OnBoarding)
- Implement strategies to simplify customer experience operations, as well as identify, develop and manage a team comprising of management systems experts
- Significantly contributed to the customer experience business performance in all countries covered by the regional center with priority focus on key sites.
Head OF CHANNELS SUPPORT (CUSTOMER EXPERIENCE)
ETISALAT UAE (Telco)
01.2013 - 01.2016
- Devised and implemented strategies by functioning as leader for innovation in development which resulted in creating and maintaining a competitive advantage for Etisalat
- Simplified and highlighted the propositions in Contact Centre, Business Centre's and Outlets by creating a consistent, bold and simple first impression for the Etisalat brand
- Applied the new Customer Experience Journey across all channels
- Identified development opportunities and drive frontline staff culture focused on best in class customer experience standards through all channels.
Senior MANAGER CUSTOMER EXPERIENCE MANAGEMENT
ETISALAT UAE (Telco)
01.2010 - 01.2013
- Applied digital customer experience best-in-class approaches, as well as identified opportunities for continuous improvement
- Improved KPIs metrics in the call center focusing on Target Abandonment Rate, Average Speed of Answer, and Average Call Handle Time
- Enabled frontline staff to deliver low-effort experiences by implementing the devolution of power
- Assured pre-launch readiness as per the PLC at all levels to all frontlines due to any P & S launch
- Led deployment of internally-driven projects that enhanced the customer's experience
- Applied the new Customer Experience Journey across all channels.
Senior MANAGER CUSTOMER EXPERIENCE MANAGEMENT
HSBC (Banking Industry)
01.2007 - 01.2010
- 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
- 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
- Coordinated with other units of the function and standard bodies to rationalise customer management operations and managed staff according to bank standards
- Designed and delivered high potential and diversity programmes to accelerate talent including reverse mentoring and women in leadership programmes.
Freelance (Management Consultancy)
01.2005 - 01.2007
Education
MBA - Master in Business Administration -
Strayer University
Virginia, United States of America01.1999
Skills
- General Business Management
- Strategic Planing
- Financial Management
- Staff Development
- Operations Management
- Policy Implementation
- Data Analysis
Languages
Arabic
Native or Bilingual
English
Full Professional
Certification
- Certified People Analytics Specialist, AIHR - Issued March 2023
- Managing Learning Technologies Certificate, Training Industry, Inc - Issued Dec 2021
- Becoming A Leader Certificate, Jack Welch Management Institute - Issued April 2015
- Creating A Winning Strategy Certificate, Jack Welch Management Institute - Issued April 2015
- Leadership Development Certificate, American University of Sharjah - Issued April 2013
Timeline
Manager, Talent Experience & Insights
Liberty Algonquin
08.2019 - Current
Manager Customer Experience
MAJID AL FUTTAIM PROPERTIES
01.2017 - 01.2019
Head OF CHANNELS SUPPORT (CUSTOMER EXPERIENCE)
ETISALAT UAE (Telco)
01.2013 - 01.2016
Senior MANAGER CUSTOMER EXPERIENCE MANAGEMENT
ETISALAT UAE (Telco)
01.2010 - 01.2013
Senior MANAGER CUSTOMER EXPERIENCE MANAGEMENT
HSBC (Banking Industry)
01.2007 - 01.2010
Freelance (Management Consultancy)
01.2005 - 01.2007
MBA - Master in Business Administration -
Strayer University
- Certified People Analytics Specialist, AIHR - Issued March 2023
- Managing Learning Technologies Certificate, Training Industry, Inc - Issued Dec 2021
- Becoming A Leader Certificate, Jack Welch Management Institute - Issued April 2015
- Creating A Winning Strategy Certificate, Jack Welch Management Institute - Issued April 2015
- Leadership Development Certificate, American University of Sharjah - Issued April 2013
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