Jason Rocky Rodrigues

Lead investor engagement and end‑to‑end contract lifecycle management for high‑value investor agreements, strengthening commercial outcomes and turnaround times. Serve as the primary liaison for investors, resolving contractual matters while ensuring full compliance with legal and governance frameworks. Drive cross‑functional collaboration, management reporting, and automation initiatives to improve operational efficiency, scalability, and leadership‑level visibility.

Provided executive oversight for the successful delivery of a large‑scale Salesforce implementation, serving as the key bridge between business stakeholders and IT delivery teams. Acted as a trusted advisor to ensure business objectives were accurately translated into functional and technical requirements.
Led and participated in requirements‑gathering workshops, reviewed Business Requirement Documents (BRDs) to ensure clarity, completeness, and alignment with business outcomes in line with industry standards, and validated solution designs, user stories, and project plans against approved requirements. Reviewed system demos ahead of User Acceptance Testing (UAT) to confirm readiness and business fit. Proactively identified delivery risks, dependencies, and timeline impacts, escalating issues early and recommending mitigation strategies to ensure on‑time and successful project delivery.

Key Skills: Salesforce Implementation, Stakeholder Management, Business-IT Alignment, Requirements Governance, BRD Review, Agile Delivery, UAT Readiness, Risk & Issue Management

Accomplishments
Led the successful implementation of Salesforce at Al Ghurair Properties by gathering and documenting comprehensive business requirements, facilitating user acceptance testing (UAT), and delivering end-user training to ensure seamless adoption across all departments.

Responsibilities
➢ Lead and drive functional requirements from a property’s standpoint across all portfolios.
➢ Shape the property management solution ecosystem to align with the industrys best practices and trends.
➢ Drive process re-engineering, standardisation, optimisation and efficiencies resulting in business benefits & savings.
➢ Define and monitor KPIs and metrics related to real estate activities. Derive insights out of data analysis around business performance.
➢ Manage the product backlog and define the overall roadmap around business functionalities on the Property Management solution ecosystem.
➢ Drive user adoption.

Responsible for end-to-end operations ranging from Project registrations, Inventory Management, Contracts, Collections, Call Centre, CRM & Handover.

Responsibilities
➢ Recruit, manage, train, and assess staff for the department
➢ Coach and mentor team members to achieve business objectives and provide high-quality service
➢ Develop operational effectiveness strategies to support overall goals, productivity, and customer experience
➢ Establish department policies, procedures, SLAs, and authority matrix and ensure adherence
➢ Collaborate with other support teams to ensure seamless operations across departments
➢ Identify operational risks and take corrective action
➢ Coordinate and ensure the smooth launch of new projects and events with the marketing team
➢ Oversee project registration in coordination with projects and marketing departments for new projects
➢ Liaise with government authorities (DLD & RERA) for various matters
➢ Manage the Leads Team and analyze lead data for marketing activities
➢ Provide regular sales reports and performance updates to the senior management and stakeholders
➢ Implement effective inventory management strategies to optimise sales
➢ Ensure proper commission is processed & paid out to Agents on time for all completed sales transactions
➢ Meet with clients and their lawyers on Agreement queries & provide clarification in consultation with the legal team
➢ Oversee and direct the collections team for follow-up with clients for overdue payments
➢ Manage the handover of units and define the handover process and the requirements
➢ Ensure compliance with RERA regulations and documentation requirements
➢ Ensure alignment of the department policies & objectives in line with the broad corporate policies & procedures
➢ Proactively strive to understand new property laws and regulations and be aware of the current legal issues
➢ Ensure alignment of the department policies & objectives in line with the broad corporate policies & procedures

➢ Manage the Sales Admin and Contracts department and implement process improvements while maintaining Quality and efficiency.
➢ Ensure all project information and Inventory are up to date in Salesforce and follow up with respective departments for blocked units due to Design changes, Legal issues, Management issues, etc.
➢ Ensure proper Inventory management for blocking and releasing units to ensure their availability for sale.
➢ Follow up with sales and reject units that have not paid the down payment or have incomplete documentation.
➢ Ensure customer information is correctly updated in Salesforce and the required documentation is available for all booked units
➢ Ensure SPA’s are issued within the SLA and promptly executed once signed and received from customers.
➢ Ensure a proper Document Management system is implemented for all original documents.
➢ Work closely with IT to implement system changes and process change implementations on time.
➢ Provide periodic MIS to management.

Managing the legal and Collections department to ensure that rental payments are collected on time, and suitable action is taken by registering cases with the Police / Rental Dispute Center against defaulting tenants or Tenants not renewing their leases. Manage the renewal team to ensure renewal notices are sent on time, participate, and negotiate rental amounts with Tenants.

Responsibilities
➢ Ensure smooth and efficient functioning of the department by management, training, and staff assessment.
➢ Manage and monitor the follow-up for all cheque return cases and ensure that legal action is taken promptly per company policy for defaulting tenants.
➢ Manage and monitor the follow-up of renewal cases where tenants fail to renew their tenancy contract and ensure that prompt legal action is taken in line with company policy.
➢ Manage and monitor the requests for DM inspection, and cases are registered where the tenant disagrees with the final maintenance report after vacating the premises.
➢ Manage and monitor the legal cases in the Rent Dispute Committee to ensure that proper and timely submissions and eviction/execution are requested for tenants continuing to default.
➢ Meet defaulting tenants to settle matters by offering payment plans or discounts wherever required.
➢ Meet tenants having various issues, such as cancellation requests, maintenance issues, refund of the security deposit, etc., and provide solutions to settle the matter.
➢ Reviewed the Tenancy Contracts and provided recommendations to management.
➢ Took up existing issues and fresh requirements with the IT department to have them implemented.
➢ Provide periodic MIS to management.

Accomplishments:
➢ Significantly optimized operational efficiency by streamlining & aligning various processes to business requirements resulting in reduced TAT.
➢ Defined & implemented SLA’s & KPI’s for sales processes leading to increased customer & vendor satisfaction.
➢ Automated various processes for Offer Management, special approval for discount, offers, & payment plan and Security approvals in Salesforce.
➢ Implemented Digital Booking form (with DocuSign) and Digital SPA in salesforce leading faster TAT.

Accountabilities:
➢ Focus on coaching & mentoring team members for meeting business objectives and rendering superior quality service.
➢ Develop operational effectiveness strategy to support the overall goals, improve productivity, achieve sustainable value and desired customer experience.
➢ Establish the department’s policies, procedures and processes, SLA’s and Authority Matrix and ensure adherence and implementation.
➢ Collaborate with various support teams in ensuring seamless operations across departments.
➢ Ensure sales offices are maintained to the highest standards and reception is manned adequately.
➢ Monitor the overall effectiveness of the procurement process and efficiency of the related transactions.
➢ Manage the onboarding and offboarding of all sales & operations staff.
➢ Coordinate & ensure the smooth launch of new projects and Events in coordination with Marketing & projects.
➢ Identify operational risks and take corrective action.
➢ Manage Internal and Government Audits and ensure appropriate action is taken towards rectifying any observed issues to avoid recurrence.

Accomplishments:
➢ Defined processes & implemented KPI’s for sales & operations to drive efficiency and customer satisfaction.
➢ Setup the collections section and defined the process and SLA’s for reminders and follow-ups.
➢ Defined the requirements, participated in information gathering sessions and oversaw the UAT for the new software implementation covering the entire sales & operations.

Accountabilities:
➢ Focus on seamless functioning of the dept. through recruitment, management, training & assessment of staff.
➢ Collaborate with various support teams in ensuring seamless operations across the department.
➢ Focus on grooming & mentoring team members for enhancing client satisfaction and business generation by rendering superior quality service.
➢ Manage the Leads Team to ensure proper recording, follow-up, assignment to sales staff and rotation. Analyze lead data to provide reports to Marketing team for monitoring and implementing marketing activities.
➢ Manage inventory by issuing quotations, updated documentation to sales. Focus on having complete documentation and signed Sale and Purchase agreement for all sales transactions.
➢ Ensure that approvals are in place for all deviations in line with Authority Matrix.
➢ Ensure accurate daily and weekly reporting of sales transactions.
➢ Focus on follow up with clients and respective stakeholders for ensuring collection of overdue payments for accomplishing organizational collection targets.
➢ Ensure collections made by Cash, Cheque are deposited in a timely manner in the bank and reported to finance.
➢ Manage issuance of payment reminders for due payments. Maintain updated approvals for payment extensions provided to customers.
➢ Ensure agreements are in place for all sales and executed agreements are stored securely.
➢ Ensure sales documentation is filed correctly for proper retrieval.

Accomplishments:
➢ Established the CRM function and significantly enhanced operational efficiency by streamlining & aligning various processes to industry standards and regulatory requirements.
➢ Defined and implemented the procedure manual for CRM, Collections & Sales Administration.
➢ Defined & implemented customer query handling SLA’s for response time and issue/complaint resolution.
➢ Successfully resolved issues for customers affected by change in master plan.
➢ Achieved collection targets of 1 Billion for 2015 and 1.7 billion for 2016 being 95% of overall due payments.
➢ Defined the requirements, participated in information gathering sessions for the new software implementation covering the entire sales, operations & CRM.
➢ Jointly reviewed & finalized the Home Owner’s manual with the development & FM teams.

Accountabilities:
➢ Focus on recruitment, grooming & mentoring team members for enhancing client satisfaction and business generation by rendering superior quality service.
➢ Collaborate with various support teams in ensuring seamless operations across the department in compliance to organizational policies & procedures.
➢ Interact with clients for collating & evaluating requirements and rendering solutions in compliance to various SLA parameters.
➢ Establish the department’s policies, procedures and processes, SLA’s and Authority Matrix and ensure adherence and implementation.
➢ Coordinate with various support teams in conducting root cause analysis of complaints and issues for implementing effective remedial measures.
➢ Manage inventory by issuing quotations, updated documentation to sales. Focus on having complete documentation and signed Sale and Purchase agreement for all sales transactions.
➢ Monitor the follow up with clients and respective stakeholders to ensure collection of overdue payments for accomplishing organizational collection targets.
➢ Manage issuance of Demand Letters, payment reminders and DLD notices for due payments. Maintain updated approvals for payment extensions provided to customers.
➢ Minimize penalty by conducting pre-registration of sales within the 60-day period. Update development team for sales on a quarterly basis and approve changes post obtaining signature from customers.
➢ Ensure agreements are in place for all real estate agents and periodically renewed with complete updated documentation in respect of valid trade license and RERA registrations.
➢ Ensure customer queries and requests for assignments / transfers are suitably handled and brought to closure.
➢ Assist customers seeking to assign / transfer their units by providing information and checking the documentation submitted.
➢ Ensure that assignments / transfers are carried out as per the company procedure and local regulations.
➢ Ensure that documentation required for assignments / transfers are complete and properly attested with required translations.
➢ Interact with banks offering mortgage to clients based on project requirements. Prepare & present various status reports for the senior management and other stakeholders to enable effective decision making.
➢ Liaise with DLD for issuance of default notices & cancellations and other CRM related matters.
➢ Ensure that pre-snagging of all units is satisfactorily completed prior to issuance of handover notices.
➢ Document & archive business correspondences based on organizational policies and procedures.
➢ Manage Internal and Government Audits and ensure appropriate action is taken towards rectifying any observed issues to avoid recurrence.

Accomplishments:
➢ Designed the process and wrote the policy for assignments in line with DLD regulations.
➢ Wrote the Contracts handbook defining the policies and procedures with documentation requirements for circulation to Sales personnel & internal departments.
➢ Automated the generation of the Sale and purchase agreements thereby increasing efficiency & reducing cost.
➢ Implemented an efficient filing system enabling quick retrieval of documents / Contracts.

Accountabilities:
➢ Ensure smooth and efficient functioning of the department by adequate recruitment, management, training and assessment of staff.
➢ Follow-up with internal departments to obtain Project information, Layouts and Agreement formats.
➢ Manage inventory of unit’s & co-ordinate with marketing & projects departments for launch of new projects.
➢ Prepare Disclosure Statement based on template released by Legal department for new projects and periodically update them for new sales based on project status.
➢ Ensure that the sale data is uploaded in the RERA Interim Register (Oqood) accurately along with Mortgage information (if any) within the giving time frame.
➢ Review the agreements published by Legal departments and provide feedback.
➢ Ensure payment terms are as approved and approvals are in place for any variations.
➢ Ensure proper documentation in respect of apartment bookings are in place before generation of the agreements including approvals for price variance.
➢ Ensure Sale and Lease Agreements is issued promptly and dispatched to buyers for their signature and the same is followed up until receipt.
➢ Co-ordinate with Banks for Approvals & documentation for marking Lien on Units under Mortgage to banks.
➢ Manage and Monitor the Follow-up with sales offices for missing documentation.
➢ Manage and monitor the call center for follow-up with Customers to sign & return SPA’s.
➢ Manage and monitor the Verification Team verifying the Sale & Purchase agreements ensuring that it has been signed on all pages & the signatures are as per the passport / Reservation form.
➢ Take up existing issues and fresh requirements with IT department to have them implemented.
➢ Provide periodic MIS to management. 

Accomplishments:
➢ Was promoted from Customer Service In-Charge to Head of Correspondent banking Dept.
➢ Set up the Correspondent Banking Dept., the centralized Inquiry unit and consolidated the Remittances Department
➢ Increased the correspondent banks from 30 to over 100 while retaining cordial relationship with the existing accounts
➢ Participated in the management team, which won the prestigious Dubai Quality award
➢ Successfully developed & implemented SLA’s with an escalation matrix for handling queries and processing of remittance transactions thereby increasing customer satisfaction.
➢ Set up the SWIFT-MACUG interface (Corporate connectivity) in the Closed User Group of various international & regional banks thus demonstrating capability leading to the direct inclusion of Exchange houses in the SWIFT network. Was invited to be a guest speaker for SWIFT regional conferences in Bahrain & India
➢ Initiated & implemented interfacing of Payment Instructions from internal systems to SWIFT & Proprietary systems of Banks enabling straight through processing and eliminating errors to reduce operational costs

Accountabilities:
➢ Focus on seamless functioning of the department through recruitment, management, training and assessment of staff
➢ Tie-up with new banks as per business requirement &product development
➢ Managed all the payments and remittances of the corresponding banking products and services; as well benchmark in terms of cost, risk and service standards
➢ Strategically reviewed and analyzed the performance of products in regards to price, kind of customer base and market position
➢ Reviewed and monitored the operations, in order to maintain efficiency in the work flow and staffing requirements
➢ Managed and updated manuals / write-ups, operating instructions & database, SLA’s and AML requirements for all correspondent banks and branches concerning remittance products.
➢ Administered the SWIFT Alliance System and act as a KMO for exchange of BKE
➢ Reviewed SOPs/internal processes, suggested improvements to leverage customer satisfaction index