Experience

SBM Bank Kenya

• Kenya
• Banking
• 300 - 400 Employee

• Operations Manager

  • Aug 2018 - Present

  •  Final reviewer for new to bank personal and business accounts. Responsible for ensuring completeness of account opening documents for new accounts with a view to ensure full compliance to account opening requirements.  Preparation of risk profile memos for approval of high risk clients notably PEPS, Non-resident accounts and clients in sectors deemed high risk.  Verifying identification documents through provided search tools including IPRS and Pin-checker.  Conduct client onboarding interviews in the absence of the business bankers to identify source of funds, need for account and expected turnover in relation to client profile.  Interrogating large cash transactions and ensuring large transaction forms are filled and supporting documents are provided in line with banks KYC/AML policies.  Active collaboration with AML officers on addressing incoming funds into accounts held at the branch. Responsibility involves engaging clients to provide supporting documents for incoming funds and thorough review of the same before validating the transaction.  Raising timely suspicious transactions report following failed KYC and supporting documents checks.  Facilitated over Kes 20M in annual branch profits by ensuring 100% income collection and 0% leakage.  Verified inventory counts and remained within monthly tolerance levels of 70%.  Monitored cash intake of over Kes 30M daily vault balance and maintained accurate deposit records.  Generated repeat business through exceptional customer service, responded to customer concerns with friendly and knowledgeable service, and maintained a customer retention of 85%.  Improved performance management system and introduced mentor program to develop future leaders. Show less



Chase Bank Kenya Ltd (IR)

• Kenya
• Banking
• 400 - 500 Employee

• Senior Operations Officer

  • Jul 2013 - Jan 2018

  • Empowered employees by coordinating necessary resources to effectively handle needs and achieve objectives. • Protected business assets and minimized waste through effective risk management and quality control strategies. • Improved efficiency by synchronizing work of diverse departments to eliminate bottlenecks and streamline processes. • Kept staff performing at peak levels with clear objectives and hands-on strategies • Achieved operational objectives through effective recruitment strategies and strategic planning. • Boosted efficiency with adoption and integration of new process and technology solutions. • Leveraged business intelligence data through proactive implementation of tracking and reporting systems. • Mitigated risks across departments through root cause analysis and development of optimal solutions. • Maximized customer satisfaction and retention through effective employee training programs and conflict management techniques. • Determined operational strategies governing Business by, bringing procedures and personnel in line with company values. Show less



Diamond Trust Bank

• Kenya
• Banking
• 700 & Above Employee

• Senior Bank Officer

  • Jan 2010 - Jun 2013

  • Complied fully with strict internal and Bank Secrecy Act standards. • Maintained balanced drawer with precise handling of all cash funds and digital transactions. • Maximized customer satisfaction and increased sales opportunities with relationship-driven strategies. • Processed incoming applications for banking products such as remittances and daily transactions. • Delivered exceptional customer service at retail banking locations, greeting, directing, and serving guests with wide-ranging needs. • Restored accurate account balances based on knowledgeable reviews of histories and current documentation. • Processed all types of transactions for customers, including deposits and withdrawals, wire transfers, and stop payments. • Controlled risk with effective approval and rejection processes. • Maintained customer satisfaction using relationship-driven approaches and strong conflict mediation skills. • Secured assets, records and securities using clear custody and control procedures. • Improved management decision-making with detailed operational and risk reports. Show less



GTBank Kenya

• Kenya
• Banking
• 1 - 100 Employee

• Management Trainee

  • Dec 2008 - Jan 2010

  • Received both theoretical and on the job training in all the departments in the bank. • Studied business administration requirements such as budgeting, and accounting. • Reinforced company's culture of safety, inclusivity, and teamwork with regular team meetings. • Contributed to business success through good relationship building with employees, customers, and outside vendors. • Learnt how to complete different types of tasks and excel in company's business environment. • Learned all aspects of Bank business by shadowing Senior supervisors through daily functions and transactions • Helped leadership develop and implement action plans to achieve results. • Addressed and resolved escalated concerns in absence of senior management. • Supported senior management by handling administrative, operational, and sales needs. Show less