Ammar Al-Junaid
Certified Talent Assessor, Training Director, Academy Head, Learning And Development Manager, Training Manager
Jeddah,Makkah
Summary
I am a highly experienced Senior Training Manager with over 27 years of comprehensive management expertise in leading global brands and large organizations training department. My extensive skill set includes talent assessment, coaching, training and development, training operations management, business development strategy, customer focus and client relationship management.
Recognized for establishing training departments in various global brands, designing and executing training programs, creating training manuals, and cultivating an environment conducive to learning. Demonstrated track record of motivating and inspiring teams to achieve desired outcomes.
Outstanding communication, problem solving and interpersonal skills. I have worked with multi-national trainees in both Arabic and English across the Middle East, and have collaborated with external training agencies in conducting specific training sessions.
I have a strong passion for enhancing and maximizing individual performance within organizations. I am dedicated to effectively communicating learning objectives through interactive methods, both traditional and technological. I excel at connecting with individuals from various backgrounds, roles, and mindsets within the organization, fostering effective communication.
Possess a deep understanding and appreciation for the culture of organizations, and I excel at effectively conveying it to others. I am skilled at actively listening and providing thoughtful responses to ideas and suggestions from others. I have a talent for building positive relationships and collaborating effectively with individuals to achieve shared objectives.
Overview
27
27
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Human Resources Consultant
Success Arts, Jeddah
01.2018 - Current
- Provide consultations in various areas such as Human Resources, Assessment/Development Centers and Training and Development.
- Prioritize maintaining strong client relationships and focus on business development strategies.
- Assess my client's development needs and offer appropriate solutions.
- Additionally, I excel at project management and report writing.
- Ensure the strategic direction and best practices for project planning are maintained.
- Communication with clients is always a top priority.
- Possess leadership skills and excel at mentoring for team building.
- Diligently keep track of records for reporting purposes.
Training Manager
Call Center Company, Saudi Telecom Company Group
Jeddah
01.2017 - 01.2018
- Collaborated with other departments to evaluate their training needs and developed customized programs to enhance their knowledge and skillsets.
- As a result, productivity increased by 20%, and customer satisfaction ratings improved by 15%.
- Established clear goals and metrics for the training team and continuously monitored their progress.
- Additionally, I implemented a feedback system to gather insights from trainers and trainees.
- This approach resulted in improvements in employee performance, which was measured through customer satisfaction ratings and call center figures.
- During a critical time when all members of the training team were required to take mandatory annual leave due to high leave credits within three months, I ensured that necessary arrangements and preparations were made to avoid disruptions in the training schedule.
- Regularly reviewed the performance progress of agents and adjusted training and coaching sessions as needed to ensure they met or exceeded our standards.
- This was achieved by providing targeted and personalized analysis of quality scores, offering feedback and coaching to agents to ensure they performed at a level above the desired 85% threshold.
- In addition, I created the CCC Certified Trainer curriculum and plan to ensure that any new joiners to the training department underwent certification to ensure their competence in the role.
- As a diligent leader, continuously reviewed the performance and needs of my subordinates, providing necessary coaching/mentoring, support and training to help them excel in their roles.
Training & Development Consultant
Sharaf Aqeel Office for management consultations
Jeddah
07.2016 - 01.2017
- Supported the Managing Director in developing HR consultation solutions for various companies and played a crucial role in creating office consultation products to offer to our customers.
- To ensure compliance with new nationalization regulations in the Saudi Telecom market, I analyzed market analytics and conducted root cause analysis (TNA - Training Needs Analysis).
- Based on this analysis, I developed training content for telecommunication retail companies, specifically creating the Certified Retail Salesman training curriculum.
- I further enhanced the credibility of the training materials by obtaining certification from the Canada Global Center for Training & Consulting.
- In my capacity as a Business Development professional, I engaged in communication with leaders in the telecommunications retail market to secure training contracts.
- Successfully secured a training project for Alhaddad Group, specifically Alhaddad Telecom & Kube Co.
- Created a team of Saudi national trainers and conducted Train the Trainer program to enhance their skills and capabilities.
- Following the program, I took charge of the training project management, coordinating and overseeing the rollout of training batches across the Kingdom of Saudi Arabia in the fourth quarter of 2016.
- One of the key accomplishments of the training project was successfully transforming freshly graduated Saudi store salesmen from mere order takers to competent sales consultants. Through thorough Training Needs Analysis, we identified their initial knowledge and skills level to be between 5% - 10%. After the training, they demonstrated significant improvement, achieving an average knowledge and skills rating between 76% - 99%.
- Prioritized maintaining the project's strategic direction and implementing best practices in the planning and execution process. Additionally, I ensured excellent communication with the client, effectively addressing their needs and concerns.
- Leading the team played a crucial role in mentoring them and fostering a cohesive and collaborative environment for optimum team building. Also diligently maintained detailed records for accurate reporting and analysis.
- By assessing the client's business needs, I proposed tailored solutions to address their specific requirements, ensuring an optimal fit between our offerings and the client's objectives.
Training and Employee Relations Head
ALGUTHMI Group
Jeddah
06.2013 - 06.2016
- Took the initiative to establish the training department, starting from the ground up. This involved creating the department's structure, developing policies and procedures and providing coaching and mentoring to team members.
As a valuable member of the HR team, I collaborated with the HR director to design and implement a performance management system. This included developing a Competency Model for the entire organization and ensuring its effective application to drive continuous improvement in performance. - A significant achievement was leading the implementation of the first-ever systematic performance appraisal system in Alguthmi group. This competency-based performance appraising system was a landmark development, as it had not been utilized in the organization since its establishment in 1942 G until 2016.
- In addition, I took charge of the Employee Relations operation and successfully established a robust monitoring system to gauge employee satisfaction levels. This initiative was carried out in full compliance with Saudi labor law, ensuring a favorable work environment for all employees.
- Developed a comprehensive training plan aligned with the annual budget, ensuring cost-effective utilization of resources. The training programs and coaching materials I designed were efficient and effective, leveraging best practices to achieve a strong ROI (return on investment).
- An important aspect of my role was maintaining meticulous record keeping for all training activities. Diligently compiled and sent monthly, quarterly and yearly reports to provide valuable insights and track the progress and impact of the training initiatives.
- Took responsibility for managing various employee relations activities within the group. This included handling complaint reviews, managing the discipline process, conducting employee assessments and evaluations, facilitating employee development programs, conducting exit interviews and investigating incidents.
- To identify training needs, I proactively engaged with sales managers, conducted interviews with salesmen and evaluated their performance while on the job between 2013-2015.
- Based on my findings, I developed and delivered courses on Effective Leadership Development Skills, Selling Skills, and Customer Service Skills for the sales team in 2015.
- In 2015-2016, Implemented a groundbreaking insurance policy that offered a 10% savings regardless of the loss ratio from previous years. Additionally, Successfully negotiated the inclusion of new services and expanded network coverage, corresponding to the percentage of savings achieved.
- Ensured full compliance with labor laws in Saudi Arabia, UAE, Qatar, Lebanon, and Kuwait by meticulously compiling the end of service benefits and disciplinary actions. This resulted in a 100% compliance rate, a significant improvement compared to previous years from 2013 to 2016.
- To provide added benefits to Alguthmi employees, I established agreements with various companies to secure special discounts for our workforce. This initiative aimed to enhance the overall employee experience and provide additional incentives.
Training Manager
Nokia
Jeddah
05.2011 - 06.2013
- In January to April 2014, I spearheaded the "Echo Product Training" project at Nokia, which served as a Train of Trainer (TOT) program.
- Through comprehensive training programs, we successfully increased brand knowledge and product awareness among Nokia field force and sales promoters. As a result, there was a significant 63% improvement in brand knowledge among key dealers such as Axiom Telecom and Alhaddad.
- In November 2013, I organized training events focused on dealers in Jeddah, Makkah, and Medina with the aim of capitalizing on the Hajj season. These events played a crucial role in enhancing the knowledge of the Nokia brand and its products among the dealers. This translated into a remarkable 35% increase in sales compared to the previous year.
- Played a vital role in preparing and teaching the Nokia Stores team, Brand Ambassadors, field forces, and their team leaders for Certification programs. These programs, which included bronze, silver, and gold curriculums, equipped them with the necessary skills and knowledge to excel in their roles and ensure consistent quality service to customers.
- Facilitated coaching and mentoring sessions for the staff at Nokia stores, as well as the Brand Ambassadors and Field Forces. Later I delegated the coaching task to the team leaders and established it as a Key Performance Indicator (KPI).
- Conducted audits to ensure that the team leaders were effectively carrying out the coaching sessions.
- Took the initiative to create monthly report templates, which were utilized to maintain communication with key dealers and retailers. Additionally, I provided training and mentorship to a team of 16 field forces responsible for virtual merchandising and training for retailers in the markets of Jeddah, Makkah, and Medina.
- Developed various templates that streamlined work processes, greatly aiding in the organization of daily administrative tasks for the academy trainers. These templates also simplified the monthly reporting process and their effectiveness led to their approval and utilization across the Middle East region.
- Led the talent acquisition process for Nokia promoters, overseeing all stages from hiring and conducting interviews to assessments and onboarding. Out of 140 candidates interviewed, we successfully hired 36 promoters who met our criteria and demonstrated the necessary skills and qualifications.
- Once hired, the promoters underwent a comprehensive Induction Program which covered all aspects of Nokia's product line. This training program proved to be highly effective, as evidenced by the exceptional scores achieved by the promoters in the last assessment conducted by the Nokia sales department.
- On average, the promoters received a rating of 92%. As a result of their outstanding performance, the Nokia general manager honored the top three promoters for their exceptional contribution to the company.
Training Executive
Al Tayer Group
12.2008 - 04.2011
- Head office in setting up trainingdepartment in the KSA for the brand Mamas & Papas
- Designed training courses and organized training sessions for the salesoperations team across stores
- Groomed and mentored team members in enhancing client satisfaction andbrand image by rendering qualitative service delivery
- Assisted the training head in finalizing training type and number of coursesaligned to identify training needs
- Designed training materials to cater to product and systems trainingrequirements of store staff
- Miscellaneous Activities
- Interacted with line managers for nominations on training courses
- Evaluated training effectiveness by collating feedback from the participants,supervisors and managers
- Organized induction-training course for newrecruits to acquaint them with organizational policies, processes andprocedures
- Updated training progress and highlighted potential performance bottleneckswith significant business impact to the training manager for effective resolution
- Conducted half-yearly assessment on product knowledge for store staff andupdated status to the senior management team to enable effective decision-making
- Make the reports on weekly/monthly/quarterly basis on the training conducted
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- Manage the daily activities.
Staff Trainer
Modern Electronics - MEC, AL-Faisaliah, Sony
Jeddah
08.2000 - 12.2008
- Bagged Loyalty Appreciation Trophy and Certificate for exemplary servicedelivery in March 2006
- Collaborated with the HR Manager in setting up the training department tocater to the training requirements of the organization
- Assessed performance and identified training needs for 480 employees acrossthe kingdom
- Updated training progress and employee satisfaction level (using employeesatisfaction forms) to the senior management team to enable effective decisionmaking
- Prepared and maintained annual budget for the training department aimed atenhancing organizational bottom lines
- Designed training programs and curriculum aligned to identified training needsand organized kingdom-wide training sessions
- Miscellaneous Activities
- Maintained updated training center database and collaborated with externalinstitutes for registering staff for various courses
- Liaised with freelance trainers in catering to specific training needs of theorganization
- Acquainted team members in maintaining (QA) Quality Assurance standards inday to day operations
- Prepared and presented external trainer's evaluation form for optimizingtraining costs and accomplishing training objectives
- Designed and implemented various forms for the HR training department andthe HR department post approval from quality assurance department
- Assisted the HR department in implementing new HR performancemanagement system for evaluating employee performance across thekingdom.
Travel Consultant
Attar Travel, Jeddah
08.1996 - 08.2000
- Assisting the tours department in handling the clients at the counter makinghotel reservations and Cyprus, tour packages
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- Providing sales support services to the sales representative in the productionof promotional material and maintaining good public relations with Travel
- Agents and the public
- Handling the telephone calls and making successful deals with the customerseither by phone or at the counter
- Making a daily activity report, daily sales report and sales report every 15 days
- Liaison with the airport handling agent, M/S Attar Travel at Jeddah & Riyadh
- Airports in the pre and post flight formalities
- Customer Services, Reservations, Ticketing and Handling company's accountsin travel formalities
- Handle walking Customers in travel formalities.
Education
Bachelor's Degree - Computer Engineering
University of Bombay
01.1992 - 1996.04
Diploma - Sales, Ticketing & Reservations
Alzouman Institute for commercial aviation
01.1996 - 1997.04
Skills
Training needs analysis
undefinedCertification
SHRM - Strategic HR: Delivering
Additional Information
- Honors-AwardsCertificate of RecognitionLoyalty Appreciation Trophy &CertificateCertificate of RecognitionRiyadh, Saudi Arabia
Accomplishments
· Assessment Center Project: Played assessor role in assessment/development center team and successfully assessed 24 executive managers for DACO- Dammam Airport Company career development plan in Jun, 2023.
· Psychometric Assessment: Played assessor role in Psychometric Assessment interview/feedback sessions and successfully completed it for 15 managers and employees of Noura University career development plan in Sep, 2021.
· Assessment Center Project: Played assessor role in assessment/development center – CBI and successfully assessed 256 managing directors, department heads and employees for Saudi Food and Drugs Association career advancement/promotions project in Aug 2021-Apr, 2022.
· Successfully conducted leadership training program for managers and supervisors as apart of Leaders development project for Altuwairqi Group were conducted all over kingdom with TTL no. of trainees = 40.
· Assessment Center Project: Played assessor role in assessment/development center team and successfully assessed 15 managers for Social Development Bank career development plan in Jan, 2021.
· Successfully conducted training program for deputy branch managers and front-line staff as apart of branches development project for Eskan Ministry were conducted all over kingdom with TTL no. of trainees = 87.
· Assessment Center Project: Played assessor role in assessment/development center team and successfully assessed 75 second fresh graduates for Ministry of finance recruitment plan in 2020.
§ Due to Covid-19 issue which affected the business everywhere we had been instructed by the ministry to postpone the assessment center but I had taken the initiative and created contingency plan for assessment center to be conducted online as an alternative solution and it had been approved by the company and the ministry then we completed the project successfully and delivered the final results.
· Assessment Center Project: Played assessor role in assessment/development center team and successfully assessed 45 second line managers for HRDF succession plan in 2019.
· In 2017, Lead the Call Centers Company (One of STC Group) training team to successfully complete 1495 training activities/learning solutions (1 on 1 coaching, knowledge assessments, call listening, call audits, floor support, language learning, low performers development sessions, new batches training, refreshers, training on new products and services).
· Successfully managed to continue the training activities in a critical time where we needed to let all training team to go for mandatory annual leave due to high leave credits within 3 months.
· Supporting the operation team to keep up the quality scores at the right level by supporting them throughout training needs analysis for the performance-failed agents then train, 1 on 1 coach and audit sessions to improve their performance above 85%.
· Supporting operation team by analyzing the training needs out from the C-Sat, D-Sat, Quality Scores, AHT (Average call Handling Time) and FCR, we do categorize the problems if it's skill problem (we support by training activities) or well problem (we highlight them for operation management to issue violations through the HR department).
· Successfully interviewed (Competency Based Interview), hired trainers, Team Leader for the training department.
· Had trained tele sales team on telephone selling skills, call script and telephone etiquette.
· Created CCC Certified Trainer curriculum and plan where any new joiners to the training department should get certified to continue as he/she is competent to the job.
· Successfully converted fresh Saudi graduate store salesmen from order takers to sales consultants (TNA: their knowledge & skills before training were 5% - 10% , we delivered them with average Knowledge & skills rating between 76% - 99%).
· Created training team (Saudi trainers) and we ran the training at Saudi Arabia covering western, southern, central & eastern regions, 2016.
· Built and execute the 1st Systematic Appraisal (competency-based performance appraising system) which was the 1st performance review in Alguthmi group since established on (1942 G) till 2016.
· Had built the group induction program materials (Alguthmi as a company, Alguthmi as a brand, Alguthmi as a culture) had trained 90% of the new employees achieving audience evaluation average score (Trainer Evaluation = 98%, Training Materials = 95% and Overall Training – 99%) 2013 - 2015.
· Created and conducted Consumer Journey training material for 100% store salesmen achieving audience evaluation average score (Trainer Evaluation = 99%, Training Materials = 94% and Overall Training – 97%) 2013 - 2015.
· Set a new insurance policy with 10% savings regardless the loss ratio of previous years, likewise the addition of new services and expanding the network coverage in accordance to saving percentage 2015 – 2016.
· Expanded the medical insurance geographical coverage to include (Jordan, Lebanon & Bahrain) without affecting the quota/cost - 2015 – 2016.
· Saved 200,000SR yearly by reviewing and auditing the company telephone and mobile lines billing and services by cancelling unused lines and services - 2015 - 2016.
· Created the Echo Training project which was a kind of TOT through sufficient training programs for Nokia field force and sales promoters where brand knowledge and product awareness had been raised by 63% among Nokia Key dealers (Axiom telecom, Alhaddad, Jarir Bookstore, Extra, Ahmed Abdulwahed Co., Carrefour and local mobile shops) – Nokia Academy – Jan till Apr 2014.
· Conducted a training event focused on Makkah and Medina dealers targeting the Hajj season where raised the Nokia brand knowledge and product awareness which is reflected on sales growth by 35% compared to the earlier year – Nov 2013.
· Started up a retail premium brand (Mamas & Papas) from scratch which resulted in launching 5 branches across Saudi Arabia (Jeddah, Riyadh, Khobar & Medina) – within 18 months
Work Availability
monday
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friday
saturday
sunday
morning
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Human Resources Consultant
Success Arts, Jeddah
01.2018 - Current
Training Manager
Call Center Company, Saudi Telecom Company Group
01.2017 - 01.2018
Training & Development Consultant
Sharaf Aqeel Office for management consultations
07.2016 - 01.2017
Training and Employee Relations Head
ALGUTHMI Group
06.2013 - 06.2016
Training Manager
Nokia
05.2011 - 06.2013
Training Executive
Al Tayer Group
12.2008 - 04.2011
Staff Trainer
Modern Electronics - MEC, AL-Faisaliah, Sony
08.2000 - 12.2008
Travel Consultant
Attar Travel, Jeddah
08.1996 - 08.2000
Diploma - Sales, Ticketing & Reservations
Alzouman Institute for commercial aviation
01.1996 - 1997.04
Bachelor's Degree - Computer Engineering
University of Bombay
01.1992 - 1996.04
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