CURRICULUM VITAE
[PERSONAL DETAILS]
Name
Nationality
:
:
Eman Malkawi
Jordanian
Education
:
Senior Consultant – Finance and Banking
Bachelor of Science degree in Accounting & Business
Administration-University Of Jordan, Amman, Jordan
Languages
:
Arabic (native), English (fluent), French (fair)
Computer Skills
:
Good command in all Microsoft Office Applications
Current profession
Good internet skills at research and other activities.
Contact details
:
PO Box 1590, Amman 11821, Jordan
Mobile phone:+(962) (0) 795 39 00 93
Email:emanmalkawi@yahoo.com
[SUMMARY OF QUALIFICATIONS:]
Highly qualified banker, with over 26 years of combined experience in commercial banking and
consulting.
During my banking career I diversified experience in corporate banking, retail banking, SME
financing, financial services, sales and marketing with a solid and proven track record of
achievement in profitability and balance-sheet growth, proven record of productivity, quality, and
integrity and strategic business planning ,at different global financial institutions, namely Bank of
Jordan, Cairo Amman Bank & ABC Bank.
During my self employed career, I have consulted for various national and international clients,
both public and private sector, and had assignments with development agencies (the USAID,
IFC, EU, UN, MEPI, the British Council, the Arab Academy for Banking and Financial Sciences,
and others). Analytical and detail-oriented, able to identify and implement process improvements
that increase accuracy, consistency, and efficiency.
I am well traveled, have visited 27 countries on business assignments, conducted Strategic
Management , Banking, Finance , Accounting ,and Marketing Seminars and consulting
interventions to a number of banks, private and public sector in Jordan and the region.
[MEMBERSHIP & CERTIFICATION OF PROFESSIONAL BODIES]:
.
 IFC Certified Consultant / Trainer and Assessor for Strategic Management
Modules of the Business Edge program
 FMI (Financial Markets International) Certified Consultant and lead trainer on the
FOR – Jordan Project and Global Financial Bridge, a Financial Restructuring
Program tailored to improve SME Management.
 "Partners" Certified Consultant and Trainer - Center for Civic Collaboration/
building capacity to manage conflict & change in Jordan and the world.
 Orbit General Business Consulting/Consultant
 “MAHARAT -On the Job Training” Certified Trainer–BDC Center-USAID.
 Arab Academy for Banking and Financial Sciences Certified consultant & trainer.
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[KEY QUALIFICATIONS]
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Expertise in advanced financial and Credit Analysis, credit evaluation and credit decisionmaking at top management levels
Expertise in cash flow based lending, project appraisal, and business plan review
Strategic Planning , Budgeting and Forecasting
Credit policy implementation and supervision capabilities
Strategic Business Development
Expertise in initiating and reengineering banks
Effective Interpersonal and Communication Skills
Product Development and Enhancement
Performance Optimization and Change Management
Profit & Loss Management
Negotiation, Creative Problem Solving & Analytical Thinking
Financial and Sovereign Risk Management
Effective Leadership and Team Building, able to work collaboratively to resolve problems
and to motivate team members to achieve personal and organizational objectives.
Expertise in banking training and consulting with excellent presentation skills
(see Sector Expertise Checklist below for further information).
[ACADEMIC AND PROFESSIONAL TRAINING]
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BA in Accounting & Business Administration - University of Jordan, Jordan Feb. 1981
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Various degree and non-degree professional courses nationally and internationally in the
following areas:
o
General Management - Strategy & Planning, General Management - Management & Organisation,
General Management - Corporate Governance, HRM & Training,
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Risk Management – Credit Risk Management – Market Risk Management – Operational Risk
Management
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Loan restructuring, Legal & Compliance, Financial Management –ALM, Financial Management MIS
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Retail Banking - Distribution Channels, Retail Banking - Consumer Lending, Retail Banking Mortgage Lending, Retail Banking - Banc Assurance
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Postal Financial Services
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Corporate Banking – SME, Corporate Banking - Trade Finance, Corporate Banking - Project
Finance, Corporate Banking - Payments & Cash Management
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Financial Markets – Treasury, Financial Markets - Debt Capital Markets
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Investment Banking - Mergers & Acquisitions, Investment Banking - Financial Restructuring,
Insurance & Pensions
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Asset Management
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Participated in many training programs held by Specialized International Institutions. The
sessions provided in-depth training on various topics, such as Arts in Management, Finance,
and Banking, Financial Professional, Financial Operational Results, Budgeting, Accounting,
Strategic Management, Marketing, Good Governance, Risk Management, Conflict resolution,
Mediation Skills, Negotiation Skills, Communication, Participatory planning, Cooperative
Planning, Facilitation, Marketing Research, Career Development, Change Management,
Interpersonal Skills , Professional writing; Information sharing and reaction gathering
meetings; Feedback and evaluation , Community visioning, Human Resources Management,
Needs Assessment conferences, Empretec Program, IFC TOT Programs and many others.
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Participated in many local and international conferences.
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[SECTOR AND EXPERTISE CHECKLIST]
Sector
Credit and
Banking
Project finance
Finance
Management
and
development
Business
Management
Education and
Training
Sub-sectors
Asset - liability management (ALM)
Bank product design_costing_pricing
Bank product design_test_launch
Microbanking /microfinance
Bank marketing and cross selling
Bank risk management
Bank MIS
Term loan appraisal
Bank financial analysis & due diligence
Past-due loan work-outs
Project identification/formulation
Project design and costing
Project financial analysis
Project implementation
Project management
Application of investment theories
Public finance
Business finance
Consumer finance (lending)
Trade finance
Infrastructure finance
SME financing
Mortgage finance
Personal finance
Macro and micro-management
Monetary management
Development management
Industrial management
Labour management
Business enabling environment
Policy reforms and interventions
Institutional capacity building
Business planning
Strategic management
Company restructuring
Production management
Financial management
Risk management
Management information system (MIS)
Marketing strategies
Optimal capital structure
Research and development
Financial statement analysis
Creative accounting
Business due diligence and valuation
Business evolution applications
Training needs assessment (TNA)
Curriculum design/development
Training of trainers
Tailored course delivery in above areas
Advisory
Research
= Yes;
Training
= No
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[PROFESSIONAL EXPERIENCE]:
October2004 – Till Present
Senior Consultant in Finance, Banking, and Management,
Deliver management consulting services to a wide variety of clients, focusing primarily although
not exclusively on the strategic and financial management and restructuring. Offering services
included turnaround strategy, business process improvement/redesign, revenue management,
operations cost management, financial operations and advisory services, business
continuity/disaster recovery planning, risk management, and investor relations.
Moreover, provides consulting services to banks and small & medium size enterprises, managing
consulting projects for banks both in Jordan and abroad. I have participated in a significant
number of consulting assignments with development agencies as well as business firms with
respect to project identification, project formulation, appraisal/evaluation and technical assistance
and business management. My services involve various consulting, research, training and
translating disciplines.
Clients included leaders in financial services, manufacturing, research and development, public &
private sector and not-for-profit organizations.
Courts Consultancy Services: Submitting several financial consultations as an accounting expert
for the Jordanian Courts
August 2002 –September 2004
Arab Banking Corporation (ABC, Jordan) Head Office Amman, Jordan
Regional Manager-Head of Retail Banking Division
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Reporting to the CEO, Initiated Retail Banking Division at ABC Bank
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Developed, in consultation with international consultants, a credit scoring system for
consumer loan applicants;
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Initiated three departments under Retail Banking Division; Marketing Department, Product
development Department, and Sales Department
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Managed restructuring and rebranding project in cooperation with local consultants, the main
objective of the project was to implement the bank’s strategic goal of becoming a leading
retail bank in Jordan.
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Responsible for the managerial duties, which included planning, directing, supervising, and
training of subordinate staff members in the retail banking division, managed retail clients’
relations, headed a team of senior and junior colleagues
January 2002 – August 2002
Arab Banking Corporation (ABC, Jordan) Head Office Amman, Jordan
Regional Manager -Head of Credit Department
Reporting to the CEO .Credit department was at the time the only department in the bank
involved in credit approval regardless of the type of credit. I was assigned the duties of
reengineering/reorganizing of the department to be in line with international financial institutions. I
successfully completed the job in 7 months and ended up by dividing the credit responsibilities to
credit , corporate & SMEs , and retail and drew the organization chart for each of them .Duties
were segregated and defined and lending policies were established for all , in cooperation with
international consultants (IBA).
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May 1994 – December 2001
Cairo Amman Bank -Head Office/ Amman, Jordan
Executive Manager – Head of Credit Department
I was responsible for credit management, responsible for the daily managerial duties included
maintaining, supervising, and recommending credit policies and procedures, including the
investigation of new customers, extending credit lines, and granting credit. Normally directing a
group of credit analysts and managing a team of credit officers, setting credit officers’ objectives,
managing syndicated loans and managing problem loans. Reviewed and signed bank’s credit
applications as a member of the Credit Committee
Sept. 1990 - May 1994
Cairo Amman Bank – Head Office/ Amman, Jordan
Deputy Manager-Credit Department
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Shared the management team in restructuring the bank towards a modern bank especially in
the credit arena
Member of Banking Products & Services Development Committee
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Responsible for handling more complex accounts, I wrote loan applications, met with clients,
set clients’ needs and satisfaction in accordance with bank’s rules and regulations
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Analyzed financial statements, financial ratios, tax returns and other documents to evaluate
repayment sources and prepare loan recommendations
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Designed an Islamic Window at the bank and set all of required documentation and
procedures
November 1984 - September 1990
Bank of Jordan - Main Branch/ Amman, Jordan
Deputy Branch Manager & Head of Credit Section
Managed the functions of the credit section
Supervised the branch activates.
Worked as liaison officer on a huge project aimed to shift the bank towards fully automated bank
Wrote Work Standard Procedures for Bank of Jordan (Co-author)
Designed the Credit Report Format, and trained the bank employees on how to prepare a proper
credit study
Major Responsibilities:
Daily review, analysis and approval of consumer and commercial credit requests within approved
lending limit.
Performs daily review of new commercial customer set up to ensure accuracy of data entry.
Monthly monitoring and review of all accounts to ensure the current credit worthiness for renewal
Maintain and update bank authorized personnel guaranty report file.
Maintain and update monthly guaranteed bank reports.
Monthly risk management review of past delinquent accounts, charge offs and bankruptcies.
Review exceptions to credit policy for possible portfolio purchases.
Assist with new development or changes to bank Credit Policy.
Prepare monthly reports for board report and bank CCO
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April 1981 - November 1984
Bank of Jordan - Main Branch/ Amman, Jordan
Supervisor of Deposit Section
Managed the functions of deposit section
Supervised the branch operations
Internal and External Memberships
Member of the following committees:
 Head of the First Credit Committee at ABC Bank(2002-2004)
 Member of the Main Credit Committee led by the CEO of ABC Bank(2002-2004)
 Member of the Assets/Liabilities Committee( ALCO) at ABC Bank(2002-2004)
 Member of the steering Committee at ABC Bank(2002-2004)
 Member of the Credit Committee at Cairo Amman Bank(1990-2001)
 Member of Banking Products & Services Development Committee at Cairo Amman Bank(19901999)
 Jordan Tobacco Company Board Member (on behalf of CAB from 1999 to 2000)
 Member of Y2K Committee of Cairo Amman Bank(1999-2000)
 Member of Banking Templates, Forms & Applications Development Committee at Cairo Amman
Bank(1990-1996)
Supplemental Work
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Writing Course Manuals in Various Fields
Provides training on different subjects such as :
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Advanced Credit analysis programs
Default Risk & Credit Analysis Tools
Financial analyses
Revenue Management
Corporate Credit Management
Effective SME Lending
Retail Banking Management
Sales technique & selling skills
Risk Management
Basil 2
Management by Objectives
Bank Activities & Service Offered
Problem Loan Management
Bank Auditing
Corporate Governance
Business Planning
Preparation of feasibility study
Negotiation Skills
Mediation Skills
Time Management
Marketing Strategies
Stress Management
Customer Services
Communication skills
Other subjects.
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Scope of Experience
I published manuals and paper works in various management topics such as:
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Credit Analysis Training Course Manual.
Financial Analysis
Effective Bank SME Lending
Revenue Management
Accounts Receivables Analysis
Syndicated Loans
Marketing Strategies
Credit Policies and Procedures Guide for ABC Bank - (Co-author)
Inventory Financing System - (Co-author)
Work Standard Procedures for Bank of Jordan (Co-author)
Factors of the Bank’s Performance Declination: Economical or Managerial
[SELECTED CONSULTING EXPERIENCE]
Jordan, Cairo Amman Bank (CAB) 2007- 2008, Financial and Credit Specialist
Project Name – Future Bankers
Major duties include:
 Assisted the banking junior staff needs and writing a consultative report to serve as a basis to select
Future Bankers
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Provided consultancy services towards reorganizing and designing the mechanism to ensure efficiency
and accessibility;
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Reviewed the banking operations and organization of SME , Corporate and Retail Banking and to
make recommendations for improvement;
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Assisted Future Bankers in strengthening capability of loan marketing, credit evaluation, appraisal and
management;
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Assisted (CAB) in planning, organizing and executing training courses;
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Delivering training courses in Financial Analysis, SME lending, Risk Management, and Basil 2.
Libya, Banking studies Training Center- March 2008, Financial and Credit Specialist
Major duties include:
 Refined financial services design, and test for sustainable delivery as Retail Banking;
 Developed a business plan for the sustainable delivery of financial services Retail Banking; and
 Built the capacity of the local staff by training them and identified strategic partners in the sustainable
delivery of Retail Banking in the challenging rural environment.
Jordan, Small Business Management Training Future Builders - International Finance Corporation
(IFC) Business Edge Program - September- December, 2007, SME Senior Consultant/ Evaluator and
Trainer
Major duties included:
Recommended possible scenarios for a workshop methodology, design and prepared additional material
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Train the SMEs on the following areas:
o Who is the business owner, qualifications, creativity and accomplishment
o Identifying investment opportunity- market research.
o Project planning - Project’s initial report
o Financial feasibility – Project planning and implementation
o Managing small businesses
o Marketing & Sales Strategies
o Finance & Accounting
o Problem solving
o Decision Making
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Methodology: The approach and methodology used in this program depend heavily on presentation of
real life business situations in which interpersonal communication plays an integral role. Case studies,
role playing, group and individual exercises are used to enhance practice of the presented tools.
Oman, International Bank of Oman (OIB), August 2007, Credit Specialist
Major duties included:
 Reviewed OIB SME banking operation in terms of existing products and services to small and medium
enterprises;
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Recommended changes/modifications to the product portfolio;
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Wrote the operational manuals for loan application, appraisal, disbursement, work-out, and risk
management; and
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Established a credit scoring system to assist loan appraisal in quantitative terms.
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Train the staff on Default Risk & Credit analysis tools, and on Follow up & Control
Jordan, Sustainable Achievement of Business Expansion and Quality (SABEQ) , USAID-funded
Program “Bank SME Financing”, August-September2007 , SME Credit Advisor & Training
Specialist.
The general objectives of the work to be undertaken were:
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To address gaps in previous donor-financed efforts to stimulate SME lending.
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To provide banks, individually and collectively, with new tools and strategies for utilizing
existing information and infrastructure more effectively.
The specific objectives of the work were:
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To enable banks to minimize loan losses from problem SME loans, thereby encouraging
lending.
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To reveal the reasons for the underutilization of existing loan guarantee programs.
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To discover and offer solutions to remedy inefficiencies in the lending process wherever they
may lie, all the way along the continuum from application, analysis, pricing, decision-making to
disbursement, and finally collection.
Deliverables included:
 Workshop on problem loan management
 Basic diagnostic on underutilization of Jordan Loan Guarantee Corporation and Development
Credit Authority
 Loan application and administration diagnostics to identify measures to enhance efficiency
Report to all banks on SME loan findings and recommendations of diagnostics
Jordan, Customhouse, Financial and social Analyst, Communication Improvements in the Central
Region Provinces -2007 Feb.-March
Major duties included:
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Reviewed the customer service development plans of provinces centers;
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Recommended improved customer relationship management in provinces centers ;
Prepared guidelines and criteria for evaluation
Conducted financial evaluation of existing and alternative opportunities in the provinces centers
Analysed transparency impacts in combination with regulatory measures;
Assessed the customer service costs;
Assessed the current situation of staff activities, taking into consideration relevant policy
regulations, and identify problems and opportunities;
Proposed improved or alternative activities to better customer relationship; and
Prepared a report of detailed project aspects, financial analysis, and recommendations
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Kuwait, Central Bank of Kuwait, January 2006, Socialist trainer in Advanced Credit Analysis of
Commercial Banks
Major duties include:
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Assisted the trainees in reviewing and appraising the initial loan appraisal documentation ;
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Assessed the expected interactions between the choice of specific collateral instruments and their
affordability to low-income groups;
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Designed alternative models of collateral credit
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Evaluated regular banks reports and general monitoring of performance;
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Developed operational procedures, and training the bank of CAMEL Auditing Approach and
procedures;
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Provided training to internal and external auditing staff on the modern auditing and on creative
accounting and new credit products
Jordan, FOR- Jordan Project -Business Development Center, December, 2004 –Present , Financial
and training Expert and trainer,
Consultant and trainer on For – Jordan Project; this project is designed to train and assist SME’s
owners/managers and banks to speak a common financial language. It is financed by the Middle East
Partnership Initiative (MEPI) of the US State department and managed by the Financial Markets
International (FMI) USA.
Major duties included:
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Carried out a baseline survey in the project targeted communities .Assessed the current SME lending
operations of Jordan banks, and prepared SWOT Analysis , visited most of banks in Jordan and a
large number of SMEs,
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Made necessary adjustments of critical indicators with reference to the actual growth of the banking
and financial sectors;
 Took major part in designing, editing, reviewing and revising the material that the trainers use to
deliver the workshop to participants.
 Added new topics to the material and prepared parts of it
 Translated the English parts to Arabic.
 Reviewed the two software ( UFRS & PDCRS) and made the need changes
 Designed the Credit Scoring Model and add it to the software in consulting with local and
international specialists
 Trained the trainers on the contents and methodology of delivering the training course
Jordan, 2006, Senior Financial Analysis Specialist, Global Financial Bridge Project
Major duties include:
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Reviewed, revised, tested and recommended changes to the software to be acceptable as practical and
achievable delivery and recovery elements;
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Translated and edited the manual and the financial parts of the software from English to Arabic
Jordan, Partners- Jordan project January, 2006- Present, Senior Consultant/Evaluator and Trainer
Consultant and Trainer with Partners- Jordan project, this goal is building the capacity of various sectors in
Jordan on issues related to conflict management, change management and advocacy. The project is
implemented and financed in cooperation with the Netherlands Foreign Ministry.
 Prepared a paper on the country’s microfinance sector;
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Prepared a list of major microfinance institutions (MFIs) including non-governmental organizations
providing microfinance services in the country;
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Prepared a list of MFIs recognized as financially sustainable ones in the microfinance industry;
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Collected data on branch networks of different MFIs and major features relating to their geographical
distribution;
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Prepared a country-status report on microfinance.
Jordan, Private Sector Project (PSP)- January, 2007- Present, Senior Consultant/Evaluator and
Trainer
Major duties included:

Reviewed and revised training materials for courses, including lectures hand-outs, assignments for
individual and group discussions, case studies, templates, worksheets, spreadsheets, etc. that are
specific to the subject of learning, and address the current needs of the target group, practical and
applicable to the doctors after training; and
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Translated the financial English parts to Arabic
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Delivered training courses for the women doctors on entrepreneurship, including:
Preparing and analysing financial statements
o
Planning and budgeting
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Marketing
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Access to Finance
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Networking .
Jordan, Contracting Authority European Commission(EC), January- June2006, SME-credit
Adviser, Project Title :Industrial Modernization Programme
Technical Assistance to Assess the Impact of the EJADA Financial Support Scheme Component
The overall objective of this study was to show the impact of the three sub-components of the EJADA FSS
Component on the three categories of stakeholders: the SMEs, the banks and the authorities, by focusing
on collecting data which has not already been collected and/or verified by EJADA.
Major duties include:
To assess the impact of the activities carried out by its Financial Support Schemes Component. In
particular assessing the impact on Small and Medium Sized Enterprises (SMEs) benefiting from the
EJADA Loan Guarantee Scheme (operated through the Jordan Loan Guarantee Corporation – JLGC) and
the Banks and the Financial Institutions participate in that scheme. Also assessing the impact of the
EJADA Banking Windows Programme
Jordan, IFC, 2003-2004, ), Business Edge Program- Jordan.
Major duties include:

Train SMEs on 36 topics including Accounting &finance, Marketing, Human Resources, Quality
Management, and Productivity Skills
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Conducted financial analyses and financial projections
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Conducted financial and economic appraisals of large-scale investment projects applying for funding
Evaluated SME performance ;
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Made necessary adjustments of critical indicators with reference to the actual growth of the SME
sectors.
Jordan, different Banks in Jordan, June-December 2005, SME Financial Analyst, Small and
Medium Enterprise Sector Development Program, Jordan.
Consultancy service and training for bank credit managers and officers on developing SME department
and SME revolving credit line in Jordan, The consultancy was prepared in collaborations with Train Edge
program
This program loan project helped Jordan banks to develop a sustainable and vibrant SME sector lending,
which is currently comprised of some 98% of all enterprises. The program developed a SME Development
Road Map to help banks with the strategies to develop the SME lending process.
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Project Leader for and working on the following:
Retail Banking Implementation Program in coordinating and collaborating with other domestic and
international consultant – 2003- 2004;
1) Project name: Network analysis –ABC BANK
Project high level Description
To analyse and evaluate the existing network of ATMs, branches and offices is one of the main objectives
of the retail banking implementation program, and this will be carried to ensure that the distribution of
these points of sale is the optimum, and to develop a model for branches selection that maximizes the size
and profitability of these points to increase the competency, and to enable the starting for the customers
migration from the branches to the ATMs
2) Project name-Product knowledge
Project high level Description
As any other service providers, banking sector also provides his customers with services in the form of
products, so that the bank employees have to have the product knowledge needed to sell these products to
the customers. Therefore this project is carried to enhance the product knowledge between the employees
through the use of training, release of special document, and updating the policies and procedures for that.
Objectives
 To ensure all bank employees especially sales and customer service has the product knowledge to
enable them to sell and serve customers
 To keep the product knowledge documentation up to date
3) Project name- Design the Central Sales Department.
The project focused on an integrated design for the strategy, process, human performance and technology
elements of a functional unit, defined the necessary elements to create an operational central sales management
department.
This document is organized based on this high level model:
o Sales Strategy & Objectives;
“To achieve ABC bank sales target budget by setting a sales plan that define these targets into; segment
sales targets; product sales targets; branch sales targets; mobile sales force targets”.
o Sales Planning;
In order to achieve ABC sales objectives, a clear sales planning procedure and reporting system have been
established. Clear role description to ones’ job functions and understanding how to work with other roles.
In addition to KPI report defined, implemented and properly used.
o Org. Chart;
This section focused on the organization structure of Central Sales team of ABC Retail Bank.
o Sales culture;
This section needed to exist in ABC bank, also the protocol followed by the sales Agents towards Clients,
and
training requirements for ABC bank employees and Sales Agents.
4)Project name- Consumer Credit Center.
Project Description
Consumer Credit Center (CCC) project was aiming to define a business model and how this model can
help ABC bank with its customers. This model ensured the centralization of ABC activities such as credit
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approval, credit documentation, credit collection; all mortgage process with the authorities and all
necessary documentations.
This document outlined the key requirements for the automated workflow system between the branches,
the Consumer Credit Center, and any additional user access required for approval of credit related to retail
customers.
5) Project name- Collection Center
Task Assignment
The assignment of tasks procedure started with the collection supervisor opening the collection system
software and assigning tasks for each collection clerk. The principle was that the same client should be
contacted by the same clerk for all his/her loans at all his/her stages of delinquency.
Objectives;
1.To select and implement collection software
2.To set-up the centre procedures and staffing needs
3.To recruit and train the people
4.To establish performance measurement indicators
6) Project name- Retail MIS project
Objective: To define retail MIS requirement to support segment sales and profitability measurement as
well as product and channel usage and revenue. This was to be conducted on customer as well as products
and delivery channel basis.
A successful implementation of the project resulted in a set of tools that aided the management in
conducting better client segmentation, marketing plans, and assessing the efficiency and profitability of the
various products and delivery channels involved in retail banking.
7) Project name- Database Cleanup
The purpose of this procedure was to document the process for handling non-active customer data. This
refersed to customer accounts, which have not moved in a certain amount of time (dormant) as well as
those customers’ whose accounts have zero balances, and have not conducted any transactions against their
accounts for a certain period of time. The purpose of this cleanup was to ascertain the number the
customers held by the bank in MIS reporting (i.e. customers who are active only should be accounted for).
To identify the procedures needed to strip the dormant accounts in the banks system to reduce the load that
these accounts add on the available storage capacity of the system.
8) Project name-. Branch Work Load Reduction.
Project Description
Objectives
 To reduce workload on branches in order to reduce branch staff as will as relief staff to focus more
on sales & service.
 More available time was given back to branch employees to sell & improve service.
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