How did Zain start?
Zain was established in 1983 in Kuwait as MTC and was the region’s first mobile operator. Since 2003, it has grown to become the leading telecommunications operator across the Middle East with a commercial presence in 8 countries. In Jordan, Zain was first founded as Fastlink in 1995, and was the first operator to introduce mobile phone services into the country. In January 2003, the company became part of the Zain Group in what was considered the largest single acquisition in the Middle East area, and the largest private sector investment in Jordan.
Being a distinctively leading operator in the Middle East region, Zain has pioneered in introducing state of the art services and technological innovations at par or even surpassing similar services being offered worldwide. In addition to introducing a number of new services into the market place, the company made telecom history by being the first to introduce the “One Network”; a technological breakthrough in the telecom industry. This unique service simply revolutionized the customer experience and replaced the concept of roaming worldwide by offering the world’s first borderless mobile service experience enabling customers to make phone calls to colleagues, friends and family at local rates while eliminating roaming charges.
When you first started working in this sector, were you expecting that it would become not only your passion, but also your full-time occupation?
The telecom sector is an area I have always found myself in. It is the fastest growing industry and is highly competitive; requiring courage and an unconventional way of thinking. Telecom allows you to work with the best breed in technology and serve the most demanding in customers, the youth. These two combinations makes it a very inspiring and fast moving industry.
What is so rewarding about working with Zain is that we are always faced with a new challenge. It is an exceptional environment where we create convergence of energies and synergies. We are one family as employees creating a formidable team spirit. Our clients’ interests top our agenda and our operations. We seek to create one outcome for our entire stakeholder base; we succeed to reward, to overcome obstacles to serve best our clients; and achieve financial outcome for our shareholders.
What is the most rewarding thing you have accomplished and why do you cite it above all your other accomplishments?
I think the most important accomplishment is linked to a sense of gratification we feel as a family when we engage in our sincere efforts to enhance our practice of Corporate Social Responsibility (CSR). CSR is the deliberate inclusion of public interest into corporate decision-making, and the honoring of a triple bottom line values: People, Planet, and Profit.
On a more personal level, CSR has been in my blood system for a very long time. I remember volunteering to teach children living in Canada’s Indian Reserves when I was a student at McGill University. I always had an active role in several international and regional initiatives; from volunteering with the ANC to fight Apartheid, to participating in environmental initiatives and recycling projects in Gaza. I have been always guided by the value system that was deeply engraved in me from my childhood; to care for others and to care all the time.
What were the biggest challenges you faced and how did you overcome them?
I have faced two types of challenges. The first is linked to the fact that the telecommunications industry is developing really fast, requiring a special set of skills and the ability to continuously come up with new and creative ideas when responding to challenges. This is why I always strive to learn more. I have this habit of going back to school on a yearly basis despite being a CEO. It is one of the magical activities that have helped me deal with all the challenges facing our business, especially after the global economic crisis.
The second type of challenge is the ability to understand human nature. Empowering your employees is an element that increases people’s trust in their abilities. It is a challenge which I tackle all the time. It is imperative that we act as role models to today’s youth. The sad thing is that they are not appreciative of how lucky they are, today they have access, and they have information. They need to work harder and care more for the other.
What do you think it takes to be successful in the industry your company competes in?
The most important thing is leadership. Effective leadership has to be all inclusive; it has to be sensitive to others and it has to be naturally inspiring. I believe it is very important for a leader not to postpone attending to or facing a challenge or a problem but to deal with it immediately. Delay is not an option. The sooner we deal with a challenge, the less likely it might snowball into something bigger. As leaders we need to also listen to others, to our peers and to our youth, or else we will operate in a vacuum.
It is also important to encourage and support a decision-making environment, and to give employees the tools and knowledge they need to make and act upon their own decisions. By doing this, you help your employees reach an empowered state.
It is also important to reward the employee’s accomplishments and achievements psychologically, it doesn’t have to be financial or material, it could be with a word of appreciation and encouragement. Make them enjoy the success while you handle the burden of problems.
Be human, feel with your team and understand their problems, don’t look at them as machines.
What advice would you give to those contemplating starting their own business?
Be daring, be persistent, be fresh and remain focused on your dreams. I know that the environment for entrepreneurs is not ideal. One of the many challenges is the fact that access is limited and few doors are constantly open for fresh ideas in the Arab world. Therefore, it was incumbent for us at Zain to act. We launched a new initiative “Ibdaa Bila Hudoud”. The initiative which is designed to be launched nationwide, is an incubator for innovative ideas and businesses that seeks to host excelling university students and spur their creativity and innovative ideas by offering training, financial and technical support.
In terms of offering advice, I would like to stress on the value system of “hard work” as a very important element for success. We at Zain despite our relative success, continue to work hard and strive to essentially take the lead and to consistently invest in innovation to offer new services and technologies.
Another key value system is sustainability in everything we do from commercial business to CSR activities. We do not look for quick fixes or shortsighted solutions. We aim to have long term strategies and vision. However; in our efforts to be sustainable, we do not limit creativity or distinction. On the contrary, we do encourage change and innovation. That is the only recipe for success.
On a personal note, many of you, especially younger employees, might find themselves not patient with the process. I do encourage you to learn to be patient. Being patient does not mean missing out, it means more hard work, more self respect, and more maturity so that when success hits you, it can be rationally absorbed and respected.
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