Management Team

Joseph Tawfik
CEO
With over 25 years of senior management experience, Tawfik has been actively involved in the BPO and human capital industry in Asia, Australia and Africa. Working since 1996, he is experienced in every facet of the BPO industry, including consultancy, sales, operations and strategic development. As a published author and speaker, he is well-regarded within the global BPO industry.

Prior to Silah, Tawfik founded and co-owned Contact 1-2-1; a multi-media BPO that became the 8th largest BPO in Australia. As Managing Director there, he successfully implemented BPO systems for publically listed clients such as ING, Optus Communications, ANZ, Air France, KLM Airlines, VIVA Bahrain, and Mitsubishi Motors.

Mike Palmer
General Manager
With over 15 years’ experience in Contact Centres, and over 10 years at senior management level in both insourced and outsourced roles, Mike is responsible for operations of strategic accounts within Silah Gulf in Bahrain.

Mike is responsible for the operational organisational design and delivery in line with agreed structures to ensure the optimal fit for both business and operation. This includes ensuring the delivery of operational performance across all contact centre channels to meet and exceed our clients' expectations. He is particularly committed to developing a culture of performance, excellence, and customer-centricity within Silah Gulf. This is achieved in harmony with the clients' own business culture and involves constant assessment and continuous improvement across all channels.

Ben Fairbank
General Manager
With almost 20 years of international contact centre experience, Ben has a proven track record in Greenfields Projects, Centre Restructures, Operational Performance, Strategic Development and NPS.

Ben is responsible for operations of strategic accounts within Silah Gulf in Kuwait and is involved with development, implementation and ongoing operational performance. He has successfully led a number of organizations to an industry recognized number 1 in customer satisfaction and been involved with multiple award winning centres worldwide. Ben has a strong focus on the overall customer experience and is committed to developing culture, performance and excellence within Silah Gulf.

Abdlrahman Benshams
Project Manager
Abdulrahman is responsible for managing the delivery of both internal and external projects, with the primary focus on the incorporation of new client engagements. He leads a team of highly skilled professionals who are responsible for delivering the agreed client requirements, on time, within budget and satisfying the high quality standards upheld by Silah Gulf.

Abdulrahman is also involved in the specialised design of services and solutions for customers of Silah Gulf.

Ruth Williams
Head of Silah Academy

With over a decade of experience in the Middle East, and the majority of her career spent working to develop people, Ruth has had extensive involvement in Learning & Development, Organisational Development, Human Resources and Customer Services.

Over the course of her career, Ruth has lead large companies through cultural transition and transformation, as well as successfully designing and implementing many diverse learning and development strategies.

At Silah, Ruth is responsible for running the Silah Academy as well as the execution all of our L&D initiatives, ensuring consistency over the client base, whilst satisfying the needs of current and future employees with structured career development plans, and the introduction of new and exciting learning experiences. By keeping training programmes innovative, fresh and exciting, Ruth is also a major contributor to high levels of staff satisfaction and low levels of attrition.

Nada Al Gassab
Customer Solutions & Quality Manager
Nada has joined Silah following 6 years’ experience in the Customer Care and telecommunication industry. She is currently responsible for the clients' solution customization and quality program management. Nada is a certified Contact Center Operational Manager from CIAC, as the first Bahraini to hold a Contact Center qualification from the accredited council. She holds an Honours Degree as a B.S.c in Business Information System from University of Bahrain, and currently working towards a MBA from Glamorgan University and a Project Management Profession (PMP) certification from PMI.

Nada began her career as a call centre agent and gained invaluable 'frontline' experience as she progressed through a number of divisions, including customer support, credit control, business planning and project management. Her depth of knowledge of various customer service functional units and processes led to Nada receiving the “Middle East Best Customer Life Cycle Strategist” Award for the year 2008.

Fathia Al Awadi
Human Resources Manager
With over 15 years of Human Resource experience, Fathiya has a strong track record in team building and employee development. Her primary focus at Silah is to aligning the role of the HR department to organizational growth.

She has earlier worked at Reef Real Estate Finance Co. and The BENEFIT Company where she focused on training and staff development. The first person to be appointed at the establishment of The BENEFIT Company, she played an integral role in establishing the company’s financial and HR systems. She has also gained valuable experience with the Ministry of Electricity & Water (Bahrain) and Batelco.

With certificates from the Scottish Vocational Education Council and University of Cambridge (Scotland), Fathiya has an Association of Chartered Certified Accountants Diploma in Accounting & Finance. She also attended University of Bahrain earning herself a Diploma in Accounting.

B. S. Shanker
Head of Finance
A professional Chartered Accountant, Shanker has over 30 years of senior management experience in finance and accounts. Over the course of his career he has worked for multi-national retail, real estate and investment holding companies. An advisor to senior businessmen on the Island, he efficiently handles a wide spectrum of functions with respect to Project Funding, Budgets, Cash Flows, Investment Analysis, Finalization and financial modelling.

At Silah, reporting directly to the CEO, he is in-charge of the finance team. Looking after the company’s finances in Bahrain and beyond, Shanker is an integral part of Silah’s future growth prospects.

Tariq Sharif
Business Development Manager
An integral part of Silah’s new business prospects, as Business Development Manager Tariq oversees all business development activities including external communication for the company. With over 10 years of experience in marketing and corporate communications, prior to joining Silah he has held senior marketing positions at Investate and Gulf Air. Proficient in intelligence gathering and directly channeling the date into an effective market analysis and implementation programme, Tariq has played integral role in establishing Silah as the National Contact Centre of Bahrain. Since his joining, the company has rebranding and implementation strategies that have propelled the company into a major regional player.