Roland Ewas

Commercially focused with solid track history of delivering positive results. Exceptional communicator - English & French (Native) spoken and written. Excellent and proven relationship management skills at high value level, with Strong leadership abilities. Creative and focused on continual improvement.

Experienced in: Relationship, Escalation & project management, AML, KYC, credit Risk, SAC (Sales & Retention).

Store Detective - Total Security Services Ltd / Tesco Stores Ltd

(2023-09)

As a Store Detective, focused on preventing, detecting or deterring theft through loss prevention strategies and maintain a secure environment for customers and staff.

• Loss Prevention: Implementing strategies to reduce theft and damage in the store.
• Surveillance: CCTV Monitoring staff and customers for suspicious behaviour.
• Evidence Gathering: writing reports, collecting CCTV and witnesses evidences for legal action.
• Apprehension: Detaining individuals if needed.
• Conflict Management: Managing any public conflicts that arise, ensuring safety for everyone.
• Court Appearances: Providing evidence in court when required to support the investigations.

Office Security Officer - PAGODA Security Ltd - Hollingbury road

(2022-10 - 2025-09)

Looked after a 134 apartments building with responsibilities ranging from access control to customer service, health and safety, administrative responsibilities associated with moving residents (International students) in or out of the buildings, fire hazards management and much more.

High Value & Private Banking Relationship Management - American Express - ICC

(2016-07 - 2022-10)

Plus the added responsibilities of supporting our Sales Team of Business development Managers based in Switzerland and head office in London on all aspect of operations, product knowledge, Cross sale of card products and clients/Private banks on boarding support or simply escalations management support.

AML, KYC & SAC Executive – CBR Project Management - American Express - ICC

(2015-05 - 2016-07)

American Express is a charge card financial institution meaning Card members are not allowed to keep their accounts in credit. When this does happen for whatever reason, the funds have to be returned to the clients even when the accounts are cancelled. At the FCA request Amex ICC had to return credit on all cancelled accounts, as the funds had accumulated to over 1.7Millions.

Tasked to track, find and return the funds to clients in a mixture of cold and warm calls to Global private banks and clients.

• Tracking Private banking and direct clients with cancelled accounts with big balances to obtain bank details, liaising with multiple internal departments and partner banks while following AML regulations.
• Manually issuing the refunds to the clients.
• Working with the leadership team from band 30 to Head Office in New York for approvals.
• Upholding the highest level of integrity by adhering to AML (Anti Money Laundering regulations) to ensure the funds are returned to the originating bank details only.
• Dealing with the challenge of Liaising with international banks worldwide to follow up or investigate banks financial limitations from issued transfers issued to clients.
• Reporting to senior leaders for goals review - Excellent results, £876K refunded in just 6 months.
• Project handed over to a colleague as the funds level was now acceptable by the FCA.

Operations - SAC & High Value Private Banking Relationship Management - American Express - ICC

(2013-01 - 2015-05)

Centurion from American Express is the most exclusive Credit card in the world. This high profile role exposed to ultra-high net worth individuals and private banks partners who require an exceptional level of service. The role comes with huge expectations, and cover operations from new account to SAC.

• Team of 4 people responsible for 9 most profitable private banks portfolio out of 300+ private banks partners, with a Yearly billed business of over £/$/€ 1.70 Billion.
• Responsibility for engaging with HV Bank Partners for daily operations requests via a multitude of written communications, handled in a timely and professional manner (24 hours SLA).
• Delivering services across the entire customer lifecycle, specialising in Servicing, while build and utilising a network of contacts to manage all other aspects of the relationships from New Membership through to account cancellation, within strict compliance regulation.
• Managing partner audit requests and driving regular pro-active bank audits to monitor the health of the portfolio while improving processes to better maintain the relationship.
• Sales and retention of ultra-high-net-worth individuals is key to this role. Role performed via outbound calls to client who wanted to close their account(s), written emails or postal communication. The role also comes with abilities to suggest offers to keep the clients, processing of directly managed form for saved clients.
• Invisibly manage the most high profile accounts to ensure that these clients can enjoy uninterrupted service, including a daily monitoring of top 10 accounts of the nine high profile banks client.
• Partner with HV relationship management team to continuously look for opportunities to improve the relationship with High Value customers and Bank Partners through strong understanding of the High Value (HV) strategy and excellent in-depth knowledge of the Bank relationships.
• Work with a multitude of key teams across both ICC operations and ICC business to drive and deliver on the High Value goals.
• Depending on the demands of both HV workloads and HV Partner bank needs, a regular need to review and re-prioritise tasks and focus is a constant requirement.
• Act as escalation point when things fall out of the ordinary and escalate to other managers, directors or VP accordingly.

Content Expert (Private Banking Centurion Services) - American Express - ICC

(2013-04 - 2013-12)

First point of contact resolution for customer enquiries.

• Resolved customer complaints over the phone and via email while prioritising workload and dealing with the most complicated cases.
• Resolving partner's issues & managing live escalations from junior colleagues for Credit or cards servicing matters while working with Team Leaders to resolve issues through complaints escalations processes.
• Account monitoring for High profile clients.
• Supporting newly recruited colleagues on job training (OJT).

B2B, B2C & ICC Credit Analyst - American Express - ICC

(2011-08 - 2013-04)

Multi-skills role involving servicing and credit analysis for Direct and private banking clients.

• Looking continuously for opportunities to improve the Risk Operation Processes.
• Partnering with the Risk Operation policy to efficiently lend to clients with an empowerment level of £50,000, no approval needed from managers.
• Negotiation for and managing the collection of overdue payments across various international markets and involving multiple currencies (Inc. International Dollar and Euro and Sterling cards).
• Reviewing and decisioning on accounts if overdue and contacting clients for payments.
• Understanding customer's financial arrangements and requirements, for Card member account analyses to resolve issues and prevent future recurrence, by educating clients or RMs for both credit & servicing.
• Delivered superior experience, developed strong and lasting relationships with corporate, consumer card-members and Private Banks.
• Provided a world class service to Card-members, through frontline service delivery on a variety of products and processes.
• Built lasting and loyal relationships with High Value Customers.
• Built and managed of cross-departmental relationships to ensure company success.
• Accurately interpreted company policies and procedures to provide innovative solutions to resolve customer enquiries.
• Demonstrated knowledge of servicing and risk policies to enable first contact resolution.

BSc. (Hons) - Biomedical Sciences - University of Brighton (2005-10 - 2009-06)

A-Levels - Maths, Biology & Chemistry - Lewisham College London (2003-08 - 2005-08)

GNVQ Intermediate Sciences - Maths, Biology, Chemistry, English, Physics - Lewisham College London (2002-08 - 2003-08)