Amina Ally Hassan
Thika
Summary
Dynamic Relationship Manager with extensive experience at Gulf African Bank, excelling in customer relationship management and portfolio risk management. Proven track record in driving revenue growth through strategic business development and effective cross-selling strategies. Adept at fostering long-term client relationships while ensuring compliance and enhancing client satisfaction.
Overview
17
17
years of professional experience
Work History
Relationship Manager-SME
Gulf African Bank
09.2023 - Current
- Developed strategies to manage customer relationships and anticipate needs, establishing GAB as market leader.
- Cultivated productive relations with customers, line managers, and stakeholders to drive business solutions and revenue growth.
- Established long-term relationships with new and existing customers to enhance client retention.
- Monitored external factors impacting business, including economic and regulatory changes, to inform strategic decisions.
- Maintained accurate customer and deal pipeline information to ensure timely follow-up and reporting.
- Regularly assessed relationship performance to ensure returns aligned with customer type and expectations.
- Executed proactive measures to mitigate potential losses while managing portfolio risk effectively.
- Promoted cross-selling of products by liaising with relevant business units to meet client needs.
Business Analyst
Gulf African Bank
08.2020 - 09.2023
- Collect and analyze proposal documentation from Senior RMs and RMs for lending evaluations.
- Assist Senior Relationship Managers in verifying submitted information through site visits and follow-up meetings.
- Prepare credit proposals with recommendations for review by Relationship Managers and team leader.
- Finalize credit proposals, incorporating necessary comments before submission to the credit department.
- Responde to inquiries from Credit department regarding submitted applications, facilitating additional information as needed.
- Collaborate with business team to ensure completion of all conditions prior to facility disbursement.
- Monitore asset portfolio to mitigate defaults and address clients’ evolving financial needs.
- Generate quarterly reviews on borrowing customers, tracking covenant compliance effectively.
Relationship Manager
Gulf African Bank
10.2019 - 08.2020
- Developed comprehensive strategies to grow and maintain customer portfolio in line with business targets.
- Managed SME banking customer portfolio, ensuring accountability for sales, service, risk, and operations.
- Acquired new customers to enhance bank's market presence and revenue streams.
- Executed business development strategies aligned with Bank's long-term growth plans.
- Maintained and expanded existing income sources while achieving new business targets.
- Facilitated acquisition, management, and collection throughout the entire financing cycle.
- Ensured compliance of assigned portfolio with Bank policies and regulatory standards.
- Fostered customer satisfaction through consistent delivery of high-quality products and services.
Manager, Women Centre
Gulf African Bank
02.2019 - 10.2019
- Elevated customer service standards to significantly boost client satisfaction.
- Oversaw daily banking operations while ensuring compliance with regulatory mandates.
- Cultivated relationships with key stakeholders to drive business growth opportunities.
- Monitored staff performance and implemented corrective actions as necessary.
- Enforced customer service protocols and resolved issues to maintain service quality.
- Developed strategies to manage customer relationships and anticipate needs, establishing GAB as market leader.
- Cultivated productive relations with customers, line managers, and stakeholders to drive business solutions and revenue growth.
- Established long-term relationships with new and existing customers to enhance client retention.
- Monitored external factors impacting business, including economic and regulatory changes, to inform strategic decisions.
- Maintained accurate customer and deal pipeline information to ensure timely follow-up and reporting.
- Regularly assessed relationship performance to ensure returns aligned with customer type and expectations.
- Executed proactive measures to mitigate potential losses while managing portfolio risk effectively.
Credit Analyst
Gulf African Bank
10.2016 - 01.2019
- Evaluated clients’ credit data and financial statements to assess lending risk.
- Analyzed client records to recommend tailored payment plans.
- Produced financial ratios to evaluate clients’ financial status.
- Completed loan applications with credit analysis and summaries for departmental approval.
Customer Service Officer
Gulf African Bank
05.2013 - 09.2016
- Updated all customer addresses to eliminate RTS mail issues.
- Followed up on activation of dormant accounts to enhance service efficiency.
- Achieved acceptable cost-to-income ratio at branch level.
- Managed customer account openings to streamline onboarding processes.
- Oversaw ATM card and cheque book management for improved customer access.
- Met established branch customer satisfaction index through effective service delivery.
- Coordinated cash repatriations and replenishments from teller cubicle to main vault.
- Conducted end-of-day balancing of teller cash and ensured compliance with SLAs.
Call Centre Agent
Gulf African Bank
05.2011 - 05.2013
- Delivered prompt, accurate, and courteous customer service through multiple communication channels.
- Confirmed large cheque payments from inward clearing prior to processing.
- Called referees for new account holders to verify KYC details.
- Assisted in launching corporate campaigns and events to boost engagement.
- Cross-sold bank products to enhance client portfolio value.
- Analyzed customer feedback and compiled detailed reports for management review.
- Enhanced customer retention by establishing efficient linkages between services.
Personal Assistant
Likoni Connectors Limited
08.2009 - 12.2010
- Served as primary point of contact for internal and external stakeholders.
- Screened calls, inquiries, and requests, addressing them as appropriate.
- Greeted visitors and organized appointments while maintaining diaries.
- Reviewed incoming emails, faxes, and letters for timely responses.
- Produced documents, reports, and presentations after conducting background research.
- Organized meetings to ensure comprehensive preparation for manager.
- Delegated tasks and made decisions in manager's absence when necessary.
- Recorded transactions and generated financial statements for supervisors.
Intern
Hassan, Bulle & Company Advocates, Commissioners for Oath and Notaries Public
04.2009 - 08.2009
- Managed administrative tasks, including typing, filing, and maintaining legal documents.
- Facilitated court proceedings by holding briefs on behalf of attorneys.
- Addressed client requests and resolved complaints efficiently.
- Conducted client interviews and prepared detailed reports based on findings.
Education
PGD - Islamic Banking and Insurance
Institute of Islamic Banking and Insurance
UK01.2013
Cert - HIV, NGO & Project Management
East Africa Institute of Certified Studies
01.2011
BIS - Islamic Law, Sharia
International University of Africa
01.2009
Skills
- Customer relationship management
- Portfolio risk management
- Credit proposal preparation
- Cross-selling strategies
- Compliance assurance
- Business development
Accomplishments
- PGD (Islamic Banking and Insurance), Institute of Islamic Banking and Insurance (UK), 2013
- Cert (HIV, NGO & Project Management), East Africa Institute of Certified Studies, 2011
- BIS (Islamic Law, Sharia), International University of Africa, 2009
Professional Training & Certifications
Professional Training & Certifications
- 2024 – Training of Trainers
- 2024 – Relationship Management; Managing Difficult Clients; Selling Techniques; Planning & Efficiency; Negotiation Skills; Pipeline Management; Ecosystem Banking – IPC
- 2020 – Becoming a Customer Service Specialist
- 2018–2019 – Credit Effectiveness Course – OMEGA
- 2017 – Sustainable Finance Initiative (SFI) – Kenya Bankers Association (KBA)
- 2016 – Customer Service – Milestone Resource Solutions
- 2015 – Transformative Leadership – Africa Centre for Transformative and Inclusive Leadership (ACTIL)
- 2014 – Personal & Team Effectiveness – Raiser Resource Group
- 2013 – Customer Relationship Management – Kenya Bankers Association (KBA)
References
References available upon request.
Timeline
Relationship Manager-SME
Gulf African Bank
09.2023 - Current
Business Analyst
Gulf African Bank
08.2020 - 09.2023
Relationship Manager
Gulf African Bank
10.2019 - 08.2020
Manager, Women Centre
Gulf African Bank
02.2019 - 10.2019
Credit Analyst
Gulf African Bank
10.2016 - 01.2019
Customer Service Officer
Gulf African Bank
05.2013 - 09.2016
Call Centre Agent
Gulf African Bank
05.2011 - 05.2013
Personal Assistant
Likoni Connectors Limited
08.2009 - 12.2010
Intern
Hassan, Bulle & Company Advocates, Commissioners for Oath and Notaries Public
04.2009 - 08.2009
PGD - Islamic Banking and Insurance
Institute of Islamic Banking and Insurance
Cert - HIV, NGO & Project Management
East Africa Institute of Certified Studies
BIS - Islamic Law, Sharia
International University of Africa