Experience

SBM Bank Kenya

• Kenya
• Banking
• 300 - 400 Employee

• Service Delivery Manager

  • Aug 2018 - Present

  My current role involves ensuring that bank services are being seamlessly delivered to the customers. 💪Key Responsibilities: 🔹 Building, maintaining, and leveraging strong relationships with customers to influence the adoption of products that suit their financial needs. 🔹 Timely resolution of audit and quality assurance issues. 🔹 Acting as the single point of accountability for all branch service delivery needs between the stakeholders while proactively driving service delivery for new workloads and expansion opportunities. 🔹 Building a high-quality success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics needed to achieve them. 🔹 Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades. 🔹 Providing accurate and regular reports to the management on the performance of the service delivery. 🔹 Driving CRM usage with a focus on the overall customer experience. 🔹 Collaborating with technical design teams to set standards for software, hardware, and security. 🔹 Providing technology support for corporate conferencing and ensuring the availability of meeting room resources, such as presentation software and audiovisual systems. 🔹 Operating as one by supporting the business team to drive business outcomes and incremental value creation. 🔹 Driving cost-effectiveness to support business decision-makers. 🔹 Driving upsell and cross-sell for business teams when opportunities are generated through consumption engagements. Show less



Chase Bank Kenya Ltd (IR)

• Kenya
• Banking
• 400 - 500 Employee

• Service Delivery Manager

  • Mar 2014 - Aug 2018

  During my incumbency, I was tasked with the key responsibility of ensuring overall branch operational efficiency and effective customer service delivery that boosted the growth rate of the bank.💪Key Contributions:🔹 Developed continuous process improvement and implemented initiatives to meet critical timelines.🔹 Focused resources on critical business needs to reduce costs while achieving optimal results.🔹 Increased profit margins to double the bank's expectation while maintaining service standards.🔹 Managed, hired and trained service consultants and assistant service advisors.🔹 Ensured that the overall branch operations are seamless while maintaining high standards of service delivery and exceptional level of customer satisfaction.🔹 Took responsibility for continuous monitoring and management of operational risks within the branch through monthly/quarterly self-risk assessments, ensuring that gaps identified and are effectively and appropriately escalated and addressed.🔹 Implemented branch internal controls and ensure their adequacy and effectiveness.🔹 Ensure the branch compliance with both internal and external regulatory & statutory requirements, including Anti-Money Laundering guidelines to achieve zero breaches.🔹 Supported the bank growth through new business leads and ensuring zero revenue leakages at the branch.🔹 Mentored, and trained staff for an efficient and effective collaborative team at the branch.🔹 Ensured that the branch operates at optimal cash levels while ensuring compliance to set limits. Show less

• Senior Operations Officer

  • May 2013 - Mar 2014

  This period gave me an opportunity to meet and exceed the bank's business objectives ensuring consistent achievement of all financial and operational KPIs.💪Key Contributions:🔹 Took responsibility for the operations lead of a team and for the delivery of the overall operational metrics and sales targets.🔹 Proactively maintained regular engagement with key client contacts in line with client expectations.🔹 Executed a well-defined communication and engagement model in place that ensured all the teams understood the performance of the needs.🔹 Identifying and highlighting further opportunities for services and process improvements.🔹 Managed cash limits in teller tills, the vault, and the ATM, facilitating repatriation with the cash center to ensure an adequate supply always in compliance with bank policies.🔹 Prepared weekly reports and monthly risk management reports.🔹 Analyzed monthly compliance reports in accordance to AML/CDD/KYC.🔹 Exercised due care and diligence in ensuring all anti- money laundering and customer due diligence requirements are complied with and reporting any suspicious accounts to compliance. Show less

• Senior Operation Officer

  • Apr 2012 - May 2013

  During this period, I was responsible for the realization of the bank's business objectives that were geared at sustaining the growth and development rate of the bank.💪Key Contributions:🔹 Tracked operational costs that helped in maintaining profit margins by 50%.🔹 Oversaw human resources development policies, training and performance reviews that ensured 100% customer and employee satisfaction.🔹 Developed bank's policies and ensured compliance.🔹 Facilitated foreign currency repatriations to and from the bank’s correspondence CFC Stanbic.🔹 Developed and forwarded daily vault status (both for branches and Cash Centre), incident reports , fraudulent notes to the Head of Operations🔹 Monitored and ensured all branches manage their daily cash balances within the set limits.🔹 Ensured that appropriate cash insurance covers are in place for all branches.🔹 Ensured appropriate control and monitoring of physical security access of the cash center as part of central cash custodian.🔹 Planned and ensured that all bank branches have sufficient hard cash for day to day operations.🔹 Prepared overall bank cash liquidity requirement and advising Treasury department as necessary.🔹 Facilitated local currency repatriation to and from the Central Bank. Show less

• Senior Operations Officer

  • Jul 2011 - Apr 2012

  This period gave me a platform to optimize my skills in business administration that led to greater success within the bank.💪Key Contributions:🔹 Reported to the Chief Operating Officer about the bank's processes and procedures.🔹 Improved the bank's business functionality that helped it align with core business objectives.🔹 Planned and managed projects and contributed to product and services innovation within the bank.🔹 Tracked operational costs that helped maintain profit margins.🔹 Promoted efficiency within the banking systems by implementing improved operational procedures.🔹 Ensured positive client and employee relationships.🔹 Utilized my technology skills in implementing business operations management software that improved the bank's efficiency. Show less

• Operations Officer

  • Jul 2008 - Jul 2011

  This opportunity helped me gain hands-on skills in business administration as well as setting a foundation on how bank operations were conducted.💪Key Contributions:🔹 Participated as a member of the operations team that took part in the successful migration from the Micro Banker system to Flexcube system. 🔹 Took charge of handling customer portfolio as well as manage customer relationships and expectations in accordance to the bank’s policy.🔹 Ensured proper and accurate postings of daily forex tickets and mean rates hence accrual of forex profit/loss is accurately done.🔹 Received and paid of local and foreign cash and cash cheques, while maintaining general customer service etiquette.🔹 Performed outward cheque capture and outgoing EFT processing and handling customer queries as well as cross selling Show less



Export Promotion Council- Centre for Business Information in Kenya

• Intern

  • Nov 2006 - Feb 2007

  This chance helped me gain experience on business administration procedures as well as set a pace for my growth in this particular field of business. 💪Key Responsibilities: 🔹 Took charge of all office administration duties. 🔹 Performed customer service roles that were aimed at improving the clients- organizational relationship. 🔹 Performed data research that were all aimed at improving the efficiency and effectiveness of programs. 🔹 Performed enquiry tracking. This chance helped me gain experience on business administration procedures as well as set a pace for my growth in this particular field of business. 💪Key Responsibilities: 🔹 Took charge of all office administration duties. 🔹 Performed customer service roles that were aimed at improving the clients- organizational relationship. 🔹 Performed data research that were all aimed at improving the efficiency and effectiveness of programs. 🔹 Performed enquiry tracking.