• Jun 2017 - Present

- Ensuring that evidence of each client/customer's identity is collected in accordance with KYC (Know Your Customer) Due Diligence policies and ensuring customer files are stored and maintained.- Performing ongoing customer due diligence including maintenance and updating of AML (Anti Money Laundering) and KYC records and information for existing clients.- Compiling the monthly customer complaints register so as to track and ensure customer issues are resolved promptly and chances of recurrence are reduced.- Supervising and monitoring service delivery at the counter to ensure that customers are served promptly and where required customers fill in the large cash transaction forms.- Ensuring that customer queries are handled promptly; researching and resolving service-related problems while keeping to the agreed service level agreements.- Providing guidance on issues/queries arising and advice staff appropriately on how to handle them.- Undertaking periodic review of systems generated reports to ensure accuracy and completeness.- Overseeing operational efficiency by ensuring that customer transactions are posted and processed accurately and authorized promptly, efficiently and within the set time frames.Achievements:- The number of customer complaints at the branch has greatly reduced due to improved efficiency.- Through our anti-money laundering efforts, the number of fraudulent accounts being opened has reduced to zero due to our stringent vetting.- Customer satisfaction has improved at the branch. Show less

• Nov 2015 - May 2017

- Successfully achieved profitability targets through revenue maximization and prudent cost management.- Oversaw the growth and monitored the business liability and asset portfolios to achieve business targets.- Grew the customer base and ensured retention through high level of customer satisfaction and cross selling.- Ensured the delivery of excellent customer service through maintenance of high service standards.- Strategic planning; developed the pipeline of new business coming in to the bank. This required a thorough knowledge of the market, the solutions/services the bank can provide, and of the competitors.- Sought for new business, receive, appraised loan applications, prepared and presented Credit proposals, follow up and recover loans.- Managed and anticipated client requirements with a focus towards managing the existing base as well as increase cross product holding per client.- Carried out credit appraisal for SME business based on understanding Bank’s set criteria and system. Show less

• Jan 2013 - Oct 2015

- Collected/Restructured/Negotiated on Non-performing loans and managed a comprehensive relationship management program, resulting in the proportion of net non-performing book to total net asset book remaining below the agreed target.- Liquidated/realized non-performing assets in liaison with legal/external lawyers/auctioneers- Monitored customers credit facilities availed to ensure a quality asset portfolio for at least 3 regions- Assessed and gave write-off recommendations on hardcore loans- Ensured that the proportion of loans in arrears did not exceed the agreed on percentage of the total loan book.- Organised team building events to Arusha and Moshi in Tanzania for 4 departments with a total staff number of about 85 people. Show less

• Aug 2010 - Dec 2012

- Regularly achieved profitability targets through revenue maximization and prudent cost management. - Grew and monitored the business liability and asset portfolios to achieve business targets - Grew the customer base and ensured retention through high level of customer satisfaction and cross selling.- Supervised and trained 3 cashiers and 2 personal bankers.- Carried out induction of new employees into the bank and also mentored interns.- Marketed for new business, appraised all loan applications, prepared and presented Credit proposals, followed up and recovered loans.- Managed and anticipated client requirements with a focus towards managing the existing base as well as increasing cross product holding per client.- Grew the bank’s income from bid bonds by reducing the turnaround time for bid bond preparation and approval and made sure commissions were collected.- Handled about 20-30 walk- in and existing customers daily.- Successfully organized annual team building & took 22 team mates to Nanyuki, Arusha and Moshi in Tanzania.- Marketing champion for Harambee Branch. Some of my Accomplishments include: 1. Assisted in organizing the bank’s business club seminars including sending out invitations to the corporate customers 2. Planned and organized the bank’s annual children’s party for the young account holders 3. In charge of running with the daily themes during the bank’s customer service week Show less

• Sep 2009 - Jul 2010

- Managed the vault cash supplies to tills, sorting and repatriation of cash to Central Bank.- Managed the ATM (Automated Teller Machine) cash supply.- Developed a high performance team that was composed of 3 cashiers and 2 personal bankers.- Managed and took responsibility for customer queries and complaints.- Ensured branch budget was followed and variances were explained.- Ensured security and safety measures were followed in the normal operations of branch activities.- Oversaw operational efficiency by ensuring that transactions were posted and processed accurately and authorized promptly, efficiently and within the set time frames. - Supervised and monitored service delivery at the counters to ensure that customers were served promptly. Show less