CHARITY CAROL KOECH
SENIOR BANK MANAGER
Summary
An astute Banking Operations Manager with over 20 years of experience driving growth and profitability by optimizing branch operations, fostering a customer-centric environment, and marketing. Professional experience includes holding the office of Ag C.E.O at Umba Microfinance Bank. Was Chief Manager at Paramount Bank - Eldoret, Pioneer Branch Manager with CFC Stanbic Bank - Eldoret, and Marketing and Operations Manager at Likonyem Trading Company among other roles. Adept at implementing targeted sales strategies that lead to an increase in branch revenue; ensuring full compliance with all regulatory requirements to mitigate potential risks to the organization, and developing and executing strategic plans aligned with organizational goals to increase market share. Possess exceptional financial analysis and reporting skills, team leadership and development, and communication.
Overview
15
15
years of professional experience
1
1
Certification
1
1
Language
Work History
Head of Liabilities/Ag C.E.O
Umba Microfinance Bank
03.2024 - 01.2025
- Offering Strategic Leadership by developing and implementing the institution's vision, mission, and overall strategy. Identifying new opportunities and markets for growth and expansion.
- Overseeing daily operations to ensure efficiency and effectiveness.
- Manage the institution's Financial health, including budgeting, forecasting and financial reporting.
- Developing and Implementing Risk management policies to minimize financial and operational risk.
- Monitor the institution's exposure to risks and take necessary actions to mitigate them.
- Build relationships with key stakeholders, including donors, investors, clients, regulatory bodies and community leaders.
- Lead and motivate a diverse team, fostering a culture of accountability, collaboration and continuous improvement. Ensure that all activities meet the institution's core values and social objectives.
- As Head of Liabilities to grow and lead the team to Break-even point. Grew the book from 35m to 99m.In 10 months.
Investment Advisor/Coach
Wealthgain Finance Company
01.2022 - 02.2024
- Performed comprehensive financial assessments for individuals and organizations and analyzed income, expenses, assets, and liabilities to identify areas for improvement and develop actionable plans to achieve financial goals.
- Created personalized financial plans tailored to clients' unique needs and objectives by integrating strategies for budgeting, savings, investments, debt management, and risk mitigation, focusing on achieving measurable results and long-term financial wellness.
- Offered expert guidance and support to clients in implementing financial plans and coached them on effective money management practices, behavioural finance principles, and decision-making strategies to optimize financial outcomes and foster positive financial behaviours.
- Designed and delivered engaging financial education workshops and seminars for individuals and organizations on budgeting, investing, retirement planning, and debt management to empower participants with practical knowledge and skills to improve financial literacy and decision-making.
- Able to grow the client base from Zero to 200.
Eldoret Branch Manager
Paramount Bank
08.2013 - 12.2021
- Led the establishment of a new bank branch from inception to operational readiness, oversaw site selection, facility build-out, staffing, and resource allocation to launch the branch successfully within the designated timeline and budget.
- Led relationship-building activities and product promotions to increase the branch's deposit base to 500 million.
- Proactively attracted new customers and expanded the branch's customer base through targeted marketing efforts, community outreach programs, and referral campaigns to increase accounts opened to 5,000 within my tenure.
- Directed and motivated a team of employees to deliver exceptional customer service, drive sales performance, and maintain operational excellence by fostering a culture of accountability, teamwork, and continuous improvement.
- Ensured strict adherence to regulatory requirements, internal policies, and industry best practices to mitigate compliance risks and safeguard the bank's reputation and integrity.
Eldoret Branch Manager
CFC Stanbic Bank
08.2010 - 07.2013
- Provided overall leadership and direction to a team of 16 employees, fostering a culture of collaboration, accountability, and excellence.
- Demonstrated outstanding performance and leadership, as the branch was ranked as the fastest-growing branch in 2012. Additionally, the branch emerged as the second-best performer in audits in 2012 and the best in customer service for two consecutive years.
- Led customer acquisition initiatives that resulted in the growth of the customer base from zero to 3000 accounts within two years. Implemented customer retention strategies to ensure high customer satisfaction, loyalty, and business growth.
- Oversaw the growth of the asset book from zero to 500 million and liabilities from zero to 950 million and contributed to the branch's overall financial health and profitability.
Business Development and Sales Team Leader – North Rift Region
Family Bank Limited
01.2010 - 07.2010
- Developed and implemented comprehensive new business development strategies tailored to the unique market dynamics of Eldoret and Kapsabet in the North Rift Region.
- Monitored and analyzed sales performance metrics, including lead conversion rates, pipeline velocity, and revenue growth, to assess progress against targets.
Education
MBA -
01.2025
Registered for MBA at Liverpool University, July, 2025 Class.
Post graduate diploma - management
01.2018
Skills
Enhancing customer experience through personalized service enhancements, prompt issue resolution, and proactive engagement to increase satisfaction levels and customer loyalty
Developing and executing targeted sales strategies to boost revenue generation and achieve measurable customer acquisition and product penetration results
Evaluating and refining branch operations to streamline processes, reduce costs, and maximize resource utilization, ultimately improving productivity and profitability
Implementing ongoing coaching, training, and performance evaluation programs to empower staff members, foster a culture of excellence, and achieve superior results in sales targets and service delivery
Certification
Member, Women in Management (WIM).
Accomplishments
- While serving as the branch manager at Paramount Bank, increased branch deposits from zero to 500 million to exceed growth targets within 10 years. We achieved profitability within 4 months of the branch opening to break even and consistently delivered positive financial results. Increased the asset book to 700 million and contributed to the bank's overall financial health and stability.
- As the branch manager at CFC Stanbic Bank Eldoret Branch, I led customer acquisition initiatives that increased the customer base from zero to 3,000 accounts within two years. Additionally, I managed the financial performance of the branch to achieve significant growth in both assets and liabilities. Oversaw the growth of the asset book from zero to 500 million and liabilities from zero to 950 million. In the same capacity, the branch was ranked as the fastest-growing branch within the bank in 2012. The branch also emerged as the second-best performer in audits in 2012 and was rated the best in customer service interbranch for two consecutive years.
- As a Regional Personal banker at Barclays Bank, I was appointed Customer Service Leader at the Eldoret branch. I led the branch to win the prestigious annual Best Customer Service Branch award by implementing initiatives to improve service quality, enhance customer satisfaction, and differentiate the branch in the marketplace.
References
- Kennedy, Ochieng, Head of Finance, Ochiengken08@gmail.com, 0734526455, Paramount Bank
- Timothy, Tiampati, Former CEO, ttiampati@yahoo.com, (+254) 22894596, Industrial Development Bank Limited
- Tom, Bisonga, Executive Head of Banking, bisongat@stanbic.com, (+254) 732233155, Stanbic Bank
SHORT COURSES/SEMINARS
- Globus (Banking Software) Intensive Training, Globus South Africa.
- Marketing of financial products and services, C.I.M.
- Action Centered Leadership Course, BBK.
- Personal Bankers Course (Intensive, BBK.
- Personal Bankers I.T course, BBK.
- Quality in Action (customer service, BBK.
- Cashier's course, BBK.
- Bias (clerical) computers course, BBK.
- General Duties (Back office operations), BBK.
- In pursuit of Excellence, CfC Stanbic Bank.
- Global leadership course, CfC Stanbic Bank.
EARLY CAREER
- Marketing and Operations Manager, Likonyem Trading Company, September 2005 – December 2009.
- Marketing Supervisor, Industrial Development Bank, January 2000 to August 2005.
- Head of Personal Banking, Industrial Development Bank, December 2000.
- Customer Service Manager, K-REP Bank Limited, January to November 2000.
- Regional Personal Banker, Barclays Bank (K) Limited – Eldoret and Westlands Branch, Teller - Kenyatta Avenue Branch, Clerk - Kiambu Branch.
Traveling,Reading & Social Action
I am a good mobilizer and Very effective in Pioneering new bank branches to Profit level.
Timeline
Head of Liabilities/Ag C.E.O - Umba Microfinance Bank
03.2024 - 01.2025
Investment Advisor/Coach - Wealthgain Finance Company
01.2022 - 02.2024
Eldoret Branch Manager - Paramount Bank
08.2013 - 12.2021
Eldoret Branch Manager - CFC Stanbic Bank
08.2010 - 07.2013
Business Development and Sales Team Leader – North Rift Region - Family Bank Limited
01.2010 - 07.2010
University of Liverpool - Post graduate diploma, management
Liverpool University - MBA,