Experience

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  FNB Zambia

  • Lusaka, Lusaka Province, Zambia

  • Customer Value Management (CVM) & Products Consultant

    • Feb 2023 - Present
    • Lusaka, Lusaka Province, Zambia

    • I oversee designing and implementing of Customer Value Management (CVM) Campaigns and initiatives, as well as collaborating with Alliance Partners, liabilities, and product management teams.• I plan and execute strategic initiatives to market retail products and services with the goal of increasing retail sales volumes and gaining a competitive advantage in the market.• I perform market research on product related information and examine trends in customer behavior and preferences to discover new market opportunities, ensuring that the bank establishes a market niche for its products and services.• I deliver product knowledge trainings for Sales Consultants and Service Advisors to equip them with tools and understanding of the retail customer value proposition.• I oversee the daily operations of proposition elements in liaison with key stakeholders, partners, and suppliers. Update and coordinate production and distribution of marketing material and cards. • I serve as data collection point for all liability and product management strategies and CVM programs. Coordinate collection and reporting of Management Information related to customer utilization of partnership services and recommend partnerships to improve proposition elements. • I gather market information related to bank product features and pricing on a regular basis to enable input into product development and management.

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  Standard Chartered Bank

  • United Kingdom
  • Banking
  • 700 & Above Employee

  • Clients Servicing and Liabilities Officer

    • Jan 2022 - Feb 2023

    • I supported digital penetration and ensured excellent customer experience during digital account opening and debit card delivery.• I processed digital account initiation in eOps application, actively managing digital account activations, debit card embossing and operations.• I planned and conducted periodic trainings on digital banking activations by frontlines, digital champions, and vendor agents; and conducted third-party risk management trainings in Anti-Money Laundering (AML), Counter Terrorist Financing (TCF), Anti-Bribery and Corruption (ABC) and Customer Due Diligence (CDD).• I liaised with the branches, Call Centre and CEPG for card operations and digital account activations (online banking, debit card requests and SC Mobile App).• I demonstrated SC Mobile App features to Agents and explained the value proposition on the capabilities of the SC Mobile App.• I ensured timely and accurate MIS and dashboard reporting to drive digital activations and supported implementation of approved enhancements across digital channels.• I worked closely with the country COO, Supply Chain and Finance teams to ensure compliance and adherence to Service Level Agreement (SLA).✓ Key Achievement in this role: Won the ‘Top Performers Award’ from the regional CEO Africa and Middle East for exceptional and resilient performance in 2021.

  • Card Operations Officer

    • May 2019 - Dec 2021

    • I was responsible for card operations within the Consumer, Private and Business Banking (CPBB) segments, ensuring maximum efficiency and timely processing, issuance and activation of debit and credit cards in a well-controlled environment.• As a contract manager, I was responsible for the contractual processes with One World Logistics and Freight Zambia Limited, the vendor in charge of card courier services across Zambia, ensuring strict adherence to internal controls and bank policy.• I was responsible for managing Risk Control Assessments and review of Third-Party activities to ensure compliance with the Bank TPRM policy and regulatory standards.• I was responsible for ensuring that the Contract is properly monitored, and all the key performance indicators were met in accordance with the Service Level Agreement (SLA).• I was responsible for ongoing contract reporting, service review meetings (SRM), and presentation of material risk findings to internal stakeholders within the global bank.✓ Key Achievements in this role:➢ Worked on special projects to drive 1,500 digital account activations monthly reaching 81% digital adoption rate for Zambia in 2020-year end (highest in AME and 2nd in Group behind China at 82%).➢ Won the ‘CEO Excellence Award’ in 2019 for being an exemplary CDI project Ambassador, transforming and disrupting with digital.

  • Client Service Executive (Priority Banking)

    • Apr 2018 - Apr 2019

    • I provided administrative and client service support to Relationship Managers servicing Priority Banking Clients.• I assisted client Relationship Managers (RM) at bank branch with customer account research and maintenance.• I responded to all priority client enquiries and instructions and provided resolution to most issues and requests at the Priority Centre.• I monitored transactions and activities in client accounts and migrated priority clients to our digital channels for fast, efficient, and seamless banking experience.• I maintained client data and reports, such as contact lists, facilities details, account numbers, status of credit reviews/renewals, etc.✓ Key Achievement in this role: Won the ‘CEO Excellence Award’ in 2018 for exceptional service delivery and positive feedback from priority clients.

  • Bank Teller

    • Dec 2016 - Mar 2018

    • I processed daily client transactions, including deposits, withdrawals, money transfers, loan payments, and selling cashier’s checks.• I accurately maintained records of each transaction and ensured all documentation and paperwork was in place and within compliance.• I assisted clients with routine account-related requests, resolved account service issues and responded to client inquiries promptly, effectively, and professionally.✓ Key Achievement in this role: ‘Teller of the Year’ in 2017 with Role Model Rating for exceptional customer service and digital champion.

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  Access Bank Plc

  • Lagos Island, Lagos, Nigeria

  • Management Trainee

    • Oct 2015 - Mar 2016
    • Lagos Island, Lagos, Nigeria

    • I underwent a 19-week intensive training program at the School of Banking Excellence (Lagos, Nigeria) with supervision from senior managers and executives at Access Bank HQ-Nigeria, to acquire all essential finance, banking, and business knowledge required for a manager.