Makram Rizkallah

Developed and updated retail strategy for the business based on the bank's yearly strategy.
• Set budgets and targets for the business along with plans and tactics to achieve them.
• Ensured superior service levels across all customers touch points.
• Maximized direct product sales (assets, liabilities, cards, fee based) across the branch network.
• Worked to achieve the annual growth targets set by the bank in terms of portfolio growth, revenue growth and growth in the number of customers.
• Responsible for business development through typical activities like formulate/implement/monitor future strategies, sales plans and activities in the branch network, and align these with the business goals.
• Worked closely with the marketing and products team to design marketing and sales programs for targeting desired segments.
• Enhanced the branch network rationalization through merger / relocation or closure of redundant branches / ATMs.
• Ensured adherence to KYC, AML, Internal Audit and Legal / Compliance guidelines.
• Played a lead role in developing alternate channels of customer delivery, such as ATMs / online / mobile banking which maintained a lower trend on the service delivery costs.
• Controlled and checked periodically operational risks and work flows. Reviewed key operational risks and efficiency indicators to ensure health.
• Hired and trained all Distribution resources while maintaining a motivating work environment that focuses on performance.
• Managed staffing capacity and manpower planning across branch network actively.
• Identified training / Development and Counseling needs and ensured these are met for all staff in the network.
• Talent spotting to ensure appropriate exposure and career opportunities/ succession planning for performers in the branch network.
• Established and successfully managed the retention unit that controlled and reduced significantly attrition of banks customers.

Highlights:
• Developed and implemented the sales strategy, to ensure that specific targets/objectives are achieved.
• Managed a sizeable book of retail assets and liabilities spread across a network of 32 branches.
• Created effective lines of communications to maintain seamless flow of information between Qatar HO and Doha Bank international branches for streamlining business and sharing leads of potential companies coming to Doha or vice-versa.

Key Responsibilities:
• Responsible for overall business management, profitability, revenue, cost optimization, product roll-out throughout Retail Banking channels and identifying new business opportunities for the bank including expansion in newer accounts and product development.
• Leading the preparation and execution of a retail business development and sales plan and maintaining a robust portfolio of HNW clients and listing of top companies for acquiring new business clients as well as sustaining existing customer base.
• Customizing packages in view of client requirements, associated business risks and long term prospects; recommending tailored product proposals that adequately covers risk and marketability, cost benefit analysis, deliverables, based on identified market needs & opportunities.
• Creating opportunities to leverage off other business units and devising robust sales plans to be implemented through multiple channels including branches, E- branches, sales outlets, pay offices, e- channels, etc with highest efficiency to achieve customer satisfaction.
• Networking extensively with clients to assess needs and requirements and designed special product programs targeting specific sectors encompassing schools, universities, oil & gas, etc.
• Driving initiatives aimed at satisfying customer needs, maintaining relationship with existing customers thus identifying new markets for product sales, whilst ensuring seamless client on boarding.
• Cross selling products and followed up on referral business to expand client base and accordingly offered the most appropriate portfolio mix within Retail and across the bank for optimized products penetration.
• Coaching and mentoring department staff and providing trainings inputs to front-line customer-facing staff particularly in support of newly introduced or enhanced products / services.
• Increased business growth by pro-active research, identification and pursuit of new business opportunities, served as a catalyst in packaging multi business unit services and preparing unified tailored product offerings for key companies.
• Maintaining open lines of communication between wholesale/ corporate banking and retail banking for exploring new business opportunity through sharing info about customers with potential.
• Maintaining comprehensive understanding of commercial products offered in the market and stays current of all relevant industry trends and practices.

Highlights:
• Managed all sales activities for all retail product by establishing ambitious sales goals, developing and leading staff training, refining programs and initiating tactical changes to increase bank’s portfolio and maximize bottom line profitability.
• Ensured proper implementation of concept to optimize IBQ’s retail business and guarantee a high level of satisfaction by employer and employees.
• Played a pivotal role in establishing retail banking business in IBQ and build a considerable portfolio in record time of 4 years starting 2008.

Key Responsibilities;
• Developed new-to-bank business relationships as well as cross-marketing of services to existing clients for all types of on all types of IBQ’s products and stove to enhance IBQ’s image and optimize business opportunities thus revenues.
• Achieved revenue growth targets and maximized operating capabilities, profitability, and strategic focus in order to effectively penetrate the market and gain and build market share.
• Drove business growth through the delivery of sales and revenue targets, developed and implemented a suitable marketing strategy for achieving business plan objectives for asset/ liabilities income growth.
• Assimilated a prospect base of potential customers by searching the target markets and envisaging strategies to boost prospect business conversion.
• Extended and built successful relationships with retail banking partners, to acquire new business opportunities and distribution channels to ensure market share growth specifically within Q's companies, Government authorities and MNCs.
• Provided superior services to clients and achieved efficiency in work to meet customer requests, addressed customer complaints and ensured customer satisfaction.
• Ensured the application of the bank’s policies and procedures. Appraised the integrity of processes to ensure department objectives and activity are in alignment with the bank's strategic vision.
• Trained sales team, set balanced targets across teams and products and assisted them to leverage client relationships to maximum extent possible to obtain a competitive position in the industry.
• Directed, oversaw and monitored training and success transfer within department; designed attractive incentive schemes.
• Handled all aspects of training and performance and staff career development to guarantee subordinates’ awareness of respective accountability and level of actual achievement against these accountabilities.

Designation Chronology:
• Aug 2004 - Apr 2008: Sales Development Manager
• Feb 2004 - Aug 2004: Marketing and Sales Executive - Marketing & Development Division
• Aug 2003 - Jan 2004: Customers Relation Agent - Hadath Branch

Joined as Customers Relation Agent and progressed within the organization to merit several promotions, till the post of Sales Development Manager.

Highlights & Responsibilities:
• Sold products through team of direct sales employees, designed and delivered corporate and retail advertising strategies encompassing promotional campaigns, ATL, BTL, media, sponsorship, etc to promote banking sales.
• Formulated coherent business proposals and delivery plans, executed annual sales and marketing strategies in alignment with bank’s goals and objectives.
• Designed long term and medium term sales strategies into market of new consumer products/services and propositions that are driven by customer and market insight to expand market share.
• Ensured that the segment’s offerings are differentiated, competitive, compelling and customer-centric focused on identified customer need and mediated with related authorities for CRM implementations and data exploitation.
• Liaised extensively with regional managers and branch managers to deliver extraordinary business performance through sales and marketing operations.
• Developed bank's portfolio and strategy and drove P&L and commercial success, by analyzing and following up of Direct Sales and branches results, evaluation and achievements.
• Performed market research/survey to generate leads, established contacts with them to discover and explore business opportunities.
• Conducted meetings with staff and provided complete knowledge about the Bank’s operating procedures and practices, as well as developed own product knowledge and sales techniques through training seminars.

Highlights & Responsibilities:
• Increased branch business with existing clients through service customization and personalized interfaces by answering their inquiries regarding asset and finance products as well as developed the non-profitable activities of the branch.
• Improved branch's results, worked with staff for customer growth and retention, revenue, and market share, efficiently developing branch network strategy, sales methodology and specific campaigns for CL group products.
• Identified opportunities to promote banking services, performed tailored customer surveys on a regular basis and prepare comparison tables to be used in branches on competition activity.
• Tracked profitability and performance of products promoted by the branch and developed BTL tools related to documents, press releases, products presentations, brochures, posters, media plan.
• Developed the market positioning and communication strategy for key products/ propositions within the segment to ensure consistent and compelling messages and oversaw internal communication to branches.
• Facilitated the branch in all matters related to operations/sales/marketing and emphasized on achievement of the branch targets as defined by the bank.

Highlights & Responsibilities:
• Managed the day to day sales operations and accounts openings at the branch and serviced new and existing business banking client base, ensuring high quality sales and service experience to customers.
• Built effective relationships, worked closely on customer acquisition strategies and retention efforts, and assisted in the management and coordination of the branch's operation including attaining sales goals.
• Oversaw the management of existing customer relationships, answered their queries regarding their accounts movements and offering them tailored options from a range of banking products.
• Mediated and developed relationship with POS Merchants and ascertained client specific requirements and provided through personalized services.
• Contacted customers in order to respond to inquiries, maintain relations through routine calls and face-to-face discussions or to notify them of new products to increase horizontal cross selling

Other Professional Experiences:
• Sept 2000 - Feb 2003: Partner/Owner, Rizkallah Petroleum SARL (Family Business)