Roland El Jamal

• Identify the client organization’s strengths and weaknesses, suggest areas of improvement and review and edit requirements, specifications, business processes and recommendations related to the proposed solution.
• Develop functional specifications documents (FSD), business requirements documents (BRD) and system design specifications for client engagements.
• Ensure issues and processes are identified, tracked and resolved in a timely manner.
• Communicate needed changes to team development and apply comments/feedback.
• Develop, clarify and manage the scope of the project, defines contract deliverable and achieved targeted outcomes.
• Manage resources in coherence with project schedule and lead internal teams/task forces deliver informative, well-organized presentations and high-quality services to our clients Mentor those with less experience through informal channels and develop time frames in order to facilitate successful completion of project activities and deliverables.
• Record and manage project issues and escalate it when necessary, resolve cross-functional issues at project level.
• Monitor project progress and performance.
• Participate in the analysis and design of customer’s business requirements.
• Define, develop accurate and complete test plan.
• Client communication.
• Identify, document and report banking products deficiencies.
• Conduct customer’s training on the functionalities of the banking product.

• Manages the restaurants’ overall & amp; achieves objectives through appropriate planning, organization of staff, inventory management, cost control and maximization of the store’s sales and profits.
• Provides the owners with all necessary data and statistics relating to restaurant sales and performance, in order to assist them in their decision making process.
• Ensure the renewal of all third party contracts related but not limited to equipment’s AMC, POS AMS, etc.
• Lead the opening of new branches and ensure the implementations of the company policies and procedures along with the exact operation flow.
• Manages the store’s staff through coaching staff and training, in order to improve the performance and to achieve the department’s objectives and targets.
• Motivates and develops staff, in order to encourage their professional development.
• Evaluates the performance of all restaurant employees ensuring that reviews are delivered to the owners on time.
• Suggests salary reviews, proposes personnel actions such as promotions and provides feedback to employees.
• Maintains discipline, recommends and administers corrective actions.
• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis, as well as handling/solving customer’s complaints.
• Organizing marketing activities, such as promotional events and discount schemes.
• Preparing reports including staff control, food control and sales
• Coordinating the operation of the restaurant during scheduled shifts.
• Responding to customer queries and complaints.
• Meeting and greed customers, organizing table reservations and offer advice about menu choices.

• Participate in Emkan’s branch morning meetings discussing branch performance.
• Assessing and analyzing the financial information of the loan applications.
• Participate in credit committees at branch level and head office level.
• Monitor and randomly check data entry of applications.
• Monitor that policies and procedures are being followed.
• Participate in random field visits to borrowers/guarantors to ensure that loan applications comply with Emkan’s policies.
• Participate in promoting and marketing the company’s products.
• Attending filling of loan application forms in the field.
• Participate in follow-up of overdue cases.

• Developing and implementing sales plans and strategies to achieve bank sales & marketing objectives, establishing a wide network of connections, developing a portfolio of accounts, mastering of relationships with all customers.
• Expanding the bank’s market share(Retail, SMEs and Corporate markets) through prospecting new business opportunities, establishing proposals and business deals with company’s administrations and developing a tailored offer to best suit its employees.
• Managing and leading a group of direct sales representatives, delegating tasks, negotiating workloads, providing them with continuous coaching, training, support and motivation, assessing their performances and reporting on developments.
• Maintaining a direct supervision and contribution on the daily sales progress and sales activities.
• Solid knowledge of all products and services offered to the customers.
• Effectively identify and respond to client needs in timely and quality manner.
• Provide excellent client service.
• Add value to our clients through delivering on our Banking experience.
• Maximize the referral opportunities from client interactions.
• Be highly alert to cross-sell opportunities identified by accessing client needs and refer to appropriate specialists.
• Manage efficient paper-flow, supporting relevant procedures.
• Adhere to legal, corporate and regulator procedures.

• Build up a Direct Sales Channel, Managing a team of 15 staff (Team leaders, Senior and junior direct sales representatives) and implemented its performance measurement system.
• Develop business plan and sales strategy for the market to ensure attainment of company sales targets, goals, renewals, and profitability.
• Lead, motivate and guide the sales force towards achieving sales projections and targets.
• Prepare individual and collective action plans for effective search of sales leads and prospects and penetration of new markets.
• Prepare plans and strategies to expand the customer base in the marketing area.
• Provide timely and accurate competitive pricing on all completed prospect applications submitted for pricing and approval, while maintaining maximum profit margin.
• Ensuring that the Sales department operations are complying with audit and risk procedures.
• Maintain contact with all clients in the market area to ensure high levels of client satisfaction.
• Exceptional result for the Personal loan product: an outstanding portfolio of USD 10 millions in 3 months.

• Generate, retain, & expand lending, investment and deposit relationship with new and existing clients through client referrals, centers of influence & direct prospecting.
• Develop, generate and follow-up on new client leads through existing clients, client referrals, COI referrals, & prospecting.
• Close new business by coordinating and collaborating with the lending teams.
• Manage overall relationship profitability & portfolio risk and is responsible for profitable growth of the portfolio assigned (includes loans, deposits, & fee income). Act as a consultant to clients and a resource to the Bank in developing & retaining business.
• Manage the overall credit quality of assigned portfolio (includes sales, credit analysis, loan structuring, client and prospect interviews).
• Coordinating and delegating with consistency some of the credit work and tasks to the 4 Direct Sales team.
• Follow up with the network branch managers to meet the target.
• Enhanced current products through revamping the conditions to fit the market.
• Taking part in recommending changes in credit policies.
• Assists in the development of the yearly commercial/business development plan.
• Brought new process for the business bank for its growth, using various marketing strategies and communication skills in order to brand the bank in the market in order to attract new clients.
• Participate in community & professional activities in order to enhance the bank’s image and expand personal network of business contacts for development of new business.
• Reversed a history of stagnant sales, increased overall lending volume (consumer & commercial loans) to USD 8 millions.

• Acted as a leader within the bank during the process of product planning and marketing.
• Assisted in managing the entire product cycle from the beginning.
• Launching a new concept in housing loans: financing the end users before plotting against a charge letter from the real estate developer.
• Building and managing strategic plan for the 3 direct sales teams to meet profit objectives.
• Supervises and monitors the network CSO’s (100 in 46 branches).
• Setting up B2B (Corporate, SME) database for the real estate developer who benefits from facilities in order to reach their customers for cross selling and up selling purposes.
• Innovated several internal product campaigns to ensure maximum sales.
• Continuously achieving the bank’s targets and objectives and improving market share, customer satisfaction and productivity performance:
o Increasing the portfolio of the military members & boosting the loans’ volume from LBP 15 billions to LBP 45 billions in one year (↑300%).
o Raising the total amount of housing loans from LBP 35 billions to LBP 85 billion in one year (↑250%).
• Ensuring adequate training and coaching for the sales team members.

• Helped in implementing the sales force automation (SFA), in addition of data warehousing.
• Prospecting and qualifying the customers by assigning them products and services accordingly.
• Reengineering the processes to provide a better service and to fulfill the customer’s satisfaction.
• Participated in developing and standardizing sales target and incentives scheme.
• Participated in increasing 2004 Bancassurance sales to 1 Million USD from zero sales in year 1999 to 2003.
• Participated in revamping the public sector employees product that reached more than 10, 000 & increasing customer retention and doubling deposits and loans.( from 3 to 9 billions LBP in Loans)
• Conducted several training sessions for the Retail Banking Officers on product knowledge and sales techniques.
• Checking and managing the weekly performance of the Retail Banking Officers.
• Receiving Feedback, suggestions& complaints from branches.
• Assisting in the day to day management of products and services through monitoring performance of sales across segments in the region.
• Monitoring Competition and supplies feedback to Management regarding market Place conditions.
• Meeting with the Retail Banking Officers in order to follow up the sales performance and customers’ complaints and suggestions.
• Promoting and following up companies' offers.
• Developing and launching retail banking products.

Teller and Loans