Feras J. Ahmed: Transforming Customer Experience and Digital Government Services in Bahrain

Introduction: A Visionary Leader Driving Digital Transformation

Feras J. Ahmed is a seasoned senior executive and the Chief Executive Officer of Silah Gulf, a leading business process outsourcing (BPO) and contact center services company based in the Kingdom of Bahrain. With over two decades of experience, Feras has been instrumental in shaping customer experience solutions and driving government digital transformation programs that have significantly modernized services throughout Bahrain and the region.

Founding and Leading Silah Gulf

Feras played a pivotal role in establishing Silah Gulf as a joint venture owned by the Government of the Kingdom of Bahrain and an international partner. He led both commercial and technical negotiations critical for the company’s successful inception and growth. Today, Silah is recognized as a multiple-award-winning provider, specializing in delivering exceptional customer experience solutions with a multilingual workforce of over 4,700 professionals supporting over 75 projects across sectors such as telecommunications, banking, government, retail, FMCG, and travel.

Cross-Government Strategic Initiatives

Prior to his CEO role at Silah Gulf, Feras served as a personal advisor to the CEO of Bahrain’s Information & eGovernment Authority (EGA). There, he managed large-scale cross-government transformation programs, representing Bahrain in international forums such as the United Nations, World Bank, ESCWA, and UNDP. He was the driving force behind the digital transformation of Bahrain’s business licensing landscape, leading policy formulation, business process reengineering, and developing the online licensing system (www.sijilat.bh).

Legislative & Digital Innovation Contributions

Feras also contributed significantly to developing Bahrain’s key IT legislations such as the e-Transactions Law, Cloud Computing Data Hosting Law, and Data Protection Law. During his tenure, Bahrain’s e-Government index was published by the United Nations as a top-performing country in the region. He managed complex contracts worth several million Bahraini Dinars, ensuring the government’s best interests were protected.

Earlier Career and Technical Expertise

Feras’s earlier professional journey includes senior management and technical roles in Bahrain’s leading organizations, including Arab Insurance Group (ARIG), Bahrain Telecommunications Company (BATELCO), National Bank of Bahrain (NBB), and Central Bank of Bahrain (CBB). His expertise spans project management, quality assurance, information security, IT governance (COBIT & ITIL frameworks), and business continuity planning.

Academic Background and Certifications

Feras holds a Master of Science in Computer Science and a Bachelor of Science (Honors) in Business Information Systems, both from the University of East Anglia, UK. He graduated with an International Baccalaureate Diploma from Bahrain Middle/High School and completed his GCE O’Levels at Sacred Heart School. His continuous pursuit of knowledge and professional development has been central to his success as a leader in complex ICT-driven environments.

Leadership Style and Impact

Known for his strategic vision and operational excellence, Feras fosters high-performance teams across IT, operations, finance, human resources, and marketing. His leadership is characterized by strong negotiation skills, financial discipline, and a focus on value creation and results delivery. Under his stewardship, Silah Gulf has flourished as a trusted partner in customer experience and digital services across the GCC.

Conclusion: Championing Bahrain’s Digital Future

Feras J. Ahmed’s career journey exemplifies dedication, innovation, and transformative leadership that has propelled Bahrain’s digital government and business process outsourcing sectors forward. At the Global CEO Network, we proudly salute Feras’s impactful contributions that have enhanced citizen services and customer experiences, empowering Bahrain’s vision for a smart and digital future.