• Support the development of an organizational culture that reflects Baytna Syria dual mandate values, promotes accountability and high performance, encourages a team culture of learning, creativity and innovation, and frees up Baytna Syria people to deliver outstanding results for partners, Stakeholders and donors.• Provide strategic vision and direction to the Baytna Syria program.• Take a lead role in developing program strategies and annual plans ensuring coordination of all technical input to country strategy, proposals and reports.• Maintain a robust M&E and Accountability systems to measure achievement and progress toward program goals and results.• Lead on internal and external program/project evaluations as necessary and ensure the execution of baseline, periodic, and final evaluations as necessary in coordination with Senior Programs Manager.• Manage Program Development and Quality team; define expectations, provide leadership and technical support as needed, and evaluate direct reports regularly.

•Co-founded Kesh Malek, and established its offices in Turkey and France, Kesh Malek is a Syrian civil society organization focused on advocacy, human rights, women empowerment, and education.•Developed Kesh Malek’s vision and strategies, represented it to donors, developed its programs, managed its projects and staff, and oversaw periodic reports preparing and all activities execution. In addition to, developing Kesh Malek’s policies and procedures and its organizational structure.•Helped transforming Kesh Malek from an activism initiative to one of the most prominent Syrian civil society organizations in Turkey and Syria, receiving multimillions of funding from multiple donors to support multi-year programming.

• Identification and mobilization of community representatives of Syrians from Aleppo City and Aleppo Province;• Assist in advocacy on the cause of safe, voluntary and dignifying return with the Syrian Association for Citizens’ Dignity;• Assist in developing a program management plan for those activities;• Expert advice in the creation of local networks and channels;• Local liaison, representation and networking on behalf of the EIP;• Expert relevant geographic and thematic advice.

•Participated in the development of overall program strategy, approaches, and work plans and was responsible for all aspects of managing the design and implementation of program grant agreements originating from the CSSP (Civil Society in Syria Program) Gaziantep office.•Led, managed and oversaw the development and implementation of a 22M USD stabilization and CVE US funded program, where 61 grants had been awarded to multiple Syrian CSOs, CBOs, and coalitions.•Developed, and supervised the implementation of a 1.2M USD youth support complex program, implemented jointly by seven partner organizations under one umbrella coalition, where multiple scopes of work were developed for the different partners to achieve the joint goals and objectives.•Led the Grants Department which comprised of a team of three Grants Development Managers, four Grants Managers, and six field officers, in addition, oversaw and supervised the coordination with other departments such as Finance and Operations, Monitoring and Evaluation, and Capacity Building and Development.•Represented the program in front of the Near East Affairs Bureau (NEA) in the US Department of State, and was responsible for answering all donor’s inquiries related to reporting implementation progress, providing insights and feedback on the security situation in field that would affect programs, and providing strategy recommendations.

The Grants Development Manager will participate in the development of the overall Program strategy and approaches and be responsible for the development of grant and other activities with partners in Syria and for monitoring their implementation within the context of stated Program objectives and strategies. Grants Development Manager responsibilities include but are not limited to: - Develop and maintain relationships with Syrian civil society organizations in the areas and take a lead role in the development of grant and other activities related to enhancing civic participation, countering violent extremism, and advocacy;- Work with civil society partners, to draft, edit and submit project ideas and proposals to the Grants Director for review and delivery to NEA;- Work with relevant CSSP team members to conduct mini risk assessments, risk assessments and produce risk matrices for specific grant proposals;- Supports Grant Managers in development of grant budgets;- Ensure proper negotiation of terms and conditions for grant and other activities;- Support measurement of grantee capacity to implement proposed activities;- Provide policy guidance and interpretation for grantees regarding NEA and DT grant management policies, procedures and practices;- Monitor and assess the impact of program activities;- Review and approve the quality and completeness of technical deliverables- Support Grant Managers to maintain appropriate programmatic records and documents; - Keep abreast of national and regional political, social, economic and humanitarian developments;- Maintain and continue to build a network of local partners;- Consult regularly with local and international CSOs, donors and local government officials active in regions of focus on development policies, political developments and security and access issues;- Work with M&E and reporting team and contribute to donor reports, success stories, quarterly and annual reports.

•Participated in the development of overall program strategy, approaches, and work plans and was responsible for all aspects of managing the design and implementation of Qudurat “Capacities” program.•Managed and oversaw the development and implementation of a 2M USD transitional justice program funded by the Bureau of Democracy, Human Rights, and Labor (DRL) US Department of State, where ten grants had been awarded to multiple Syrian CSOs, and CBOs.•Led a successful and collaborative process of designing strategic plans and programs, and supporting and developing organizational structures for ten Syrian civil society organizations through ongoing mentorship sessions, trainings and project cycle management.•Provided partners with the needed support to design and implement ten transitional justice projects within their own visions and strategies, starting from the conception phase through the completion phase ensuring that the programs met targeted costs, schedules, and compliance parameters.•Supported the organizations sustainability by developing their fundraising strategies, and through ongoing mentorship and help seven organizations succeeded to secure new funding sources.

• Develop a business plan and sales strategy for the market that ensures attainment of company sales goals and profitability. • Responsible for the performance and development of the Account Executives. • Analyze market situation including competitor's behavior and take the needed countermeasures.• Prepare action plans by individuals as well as by team for effective search of sales leads and prospects. • Initiate and coordinate development of action plans to penetrate new markets. • Assist in the development and implementation of marketing plans as needed. • Conduct one-on-one review with all Account Executives to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Executive’s sales and activity performance. • Provide timely feedback to board management regarding performance. • Maintain accurate records of all pricings, sales, and activity reports submitted by Account Executives. • Create and conduct proposal presentations. • Assist Account Executives in preparation of proposals and presentations. • Control expenses to meet budget guidelines. • Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team. • Recruit, test, and hire Account Executives based on criteria agreed upon by board management.• Coordinate with other departments (Production, Logistics, Accounting ..etc.) in order to complete the sales action.

•Facilitated four community dialogue projects in Aleppo province within the Integrated Community Security and Justice Program ICSJP funded by the US, British, Danish, and Canadian governments. The dialogue projects brought together the police, local council and civil society to ensure that the community is engaged with responsive police and justice actors.•Facilitated the establishment of Aktis Strategy's office in Turkey and assisted Aktis with the community peace building program by providing advisory and connections within the Syrian civil society.

• Provide high volume full-cycle recruitment practices with responsibility for over 300 open positions with multiple departments and hiring managers.• Assist the HR Manager in developing job descriptions. • Update organization structure when required. • Advice, coach and support hiring managers on policy, process and tools to ensure consistency in recruitment that adheres to best practice. • Post positions in newspaper advertisements and Internet sources like Bayt, Monster Gulf, Gulf Talent and Naukri Gulf. • Use social and professional networking sites like Linked In , Facebook to identify and source candidates. • Identify opportunities for recruitment campaigns and events where volume in vacancies or roles exists and can be captured through bulk recruitment activities.(I travelled to India for recruitment purpose). • Coordinate with local and overseas recruitment agencies to fill the openings. • Screen applicants for basic compliance with position qualifications and summarize CVs for easier evaluation by the departmental heads. • Obtain and asses all certificates and testimonials of the candidates. • Interview candidates and provide feedback to both HR Manager and Line Manager. • Head Hunting for senior & managerial positions. • Forward collected CVs to the concerned departmental heads for evaluation and interviews.• Ensure all vacancies are filled with the suitable candidates within the targeted time.• Ensure all recruitment policies, procedures and techniques are adhered to and recommend improvements.• Manage vacancy and candidate records on software and ensuring that all data and information is accurate and up to date on SAP HR Modules.• Provide detailed information to the candidates regarding the benefits and compensation plans.• Follow up with candidates throughout recruiting process, including offer, negotiations, relocation, contract signing.

• Managing a portfolio of accounts. • Effectively maintains and retains existing customers by building long-term relationships.• Using an existing network of industry contacts to generate new business.• Leading and training other members of the account team.• Leading project management activity. • Building a 'territory'. • Achieving sales targets. • Delivering sales presentations to high-level executives. • Attending client meetings. • Maintaining and expanding relationships with existing clients. • Completing administrative work as required.• Prepare daily visits and calls report and send it to the department manager.• Coordinate with the concerned organizations (Bank, Lap, Chamber of Commerce .. etc.) in order to complete the sales action if the account is overseas.• Coordinate with other departments (Production, Logistics, Accounting ..etc.) in order to complete the sales action.• Follow up all accounts inquiries and complaints.• Monitor competitor’s sales activities within the market place.

GSM Sales, Advertising SMS, Bulk SMS (Direct link, over HTTP & over PPP), VPN (Over GPRS, EDGE, UMTS & HSPA), Local APN (Data SIMs) and ISP Sales.An Account Manager for the corporate and VIP accounts responsible for selling, serving and satisfying these accounts by coordinating with the various internal and external entities responsible for these customers’ special needs of GSMs, VPNs (Virtual Private Networks), Advertising SMS, Bulk SMS, 3G and Local APN (Data SIMs). Responsibilities included sales, sales planning and package designing in addition to market situation analysis reports.• Develop and maintain excellent relationships with new and existing clients to expand sales. • Identify new accounts to sell the company’s products and services to achieve company’s growth objectives.• Manage orders, inventory, quotations, special offers and invoicing; in addition to handling the needed reporting.• Ensure the achievement of the company’s quarterly sales targets of GSMs, Advertising SMS and Bulk SMS.• Account Management through Acquisition, Development and Retention at high levels of customer satisfaction. • Review closed/lost sales to report “Lessons Learnt” to improve performance. • Conduct presentations, seminars and social invitations to ensure proper market positioning and to explore market potential. • Liaise with the Corporate and VIP Manager for market feedback on Service Development needs. • Liaise with Customer Service Department to ensure customer satisfaction. • Liaise with Credit and Collection Unit and follow-up for collection of payments. • Participate in setting the unit and individual targets on an annual basis.• Provide the company with sales & market status reports on a regular basis.• Monitor competitor’s sales activities within the market place.

• Evaluating the answered calls by the customer services employees. • Discussing the weaknesses & strengths, directing how to improve the calls quality through the daily meetings with the employees.• Developing the problem solving skills of the employees.• Reviewing the customers complaints registered on the CRM.• Reporting the reps monthly results to their supervisors. • Coordinating with other departments (Marketing - Sales - POSs) to update the services data & the work processes.

• Answer customers’ calls and respond to their inquiries with excellent quality. • Promote Syriatel services to customer in adequate way.• Suggest the proper solutions for customers’ complaints and inquiries depending on company's policies and procedures.• Register unsolved customers’ complaints on customer relation management system to be followed up by retention unit.• Escalate the non-solved complaints to the retention unit after five days if the customer re-called the call center. • Add / delete services according to customers’ needs within Syriatel policies.• Ensure the proper registration for all customers’ inquiries on call center statistics application.• Report all detected problems from the customers’ feedback or system errors to Head of Call Center Section.• Report the non-detected conformities in procedures and policies to Head of Call Center Section for corrective and preventive action.