Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Dorcas Wairuri Maina

Dorcas Wairuri Maina

Nairobi

Summary

A highly dedicated and results-driven professional with over 10 years of experience in Retail banking, I possess in-depth expertise in bank operations, administration, leadership, risk & strategic management and enhancing customer experience. Known for my unwavering focus and commitment to delivering results, I consistently drive projects to successful completion. My goal is to leverage my strategic leadership abilities and human resource acumen to contribute to organizational success by implementing dynamic solutions that align with business objectives while continually elevating the customer experience. I am passionate about making a meaningful impact in both the banking and human resource sectors.

Overview

13
13
years of professional experience

Work History

Assistant Manager Branch Operations

NCBA Bank Kenya PLC
02.2025 - Current
  • Managing the branch operations team, sales team and relationship managers all whilst fostering their career enhancement.
  • Leading the operations team to achieve customer retention objectives, acquisition and business growth goals.
  • Validation of customers instructions & cash handling management.
  • Risk Management and ensuring risk compliance.
  • Empowering the branch team in fraud detection & prevention.
  • Floor management of the branch's banking hall & ensuring delivery of exceptional customer service.
  • Strategic execution and implementation of Branch targets.
  • Leveraging financial & new Business growth.
  • Ensuring effective management of all branch costs and nil revenue leakage.
  • Management of branch managed customer portfolio.
  • Staff Leave management.
  • Ensuring regulatory compliance.

Branch Operations Officer

NCBA Bank Kenya PLC
06.2022 - 01.2025
  • Supervision of Tellers in the branch including carrying out snap checks as necessary and ensuring quality of teller function services.
  • Training of new staff and ensuring that staff attend scheduled internal and external trainings.
  • Opening & closing of the branch as per the approved timelines with all security measures in place.
  • Attending to all customer queries received at the branch (written, verbal or telephone) and offering appropriate intervention while logging all customers' complaints in CRM.
  • Authorization of all customers' transactions, done promptly as per the laid down procedures and TAT.
  • Ensuring the branch achieves a minimum of 'Satisfactory/Acceptable' audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
  • Ensuring compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers' assets.
  • Ensuring proper controls, processes & procedures are adhered to as per bank policies and Business Continuity Plan (BCP) implementation and disaster recovery co-ordination is in place.
  • Management of vault limits, cash in transit costs & safe custody of customer tools and performing all vault custodian duties.
  • Preparation and analysis of daily, bi- monthly, monthly, quarterly, semiannual and annual branch reports.
  • Management of branch customer tools (Cards, PINs, Chequebooks) ensuring proper maintenance in CRM & respective registers while adhering to security measures in issuance.

Operations Assistant

NCBA Bank Kenya PLC
10.2014 - 05.2022
  • Ensuring end to end customer satisfaction by, onboarding new customers and assisting them in their application process of the product they take up while cross selling of the bank's products, ensuring all queries and customer instructions are attended to in a timely manner and complaints lodged on CRM.
  • Receiving the mail bag, respectively delivering the parcels to the recipients and ensuring a record of the received cheque books, debit cards, prepaid cards, credit cards, and PINs is well maintained in the registers and in CRM.
  • Processing of cash deposits, cash withdrawals, cheque deposits, bank statements, Tax payments, KPLC payments, cheque book orders, water bill payments, M- pesa transactions, international money transfers, local and international account transfers, standing orders, fixed deposits, drafts, Bankers Cheques, update of customer records, online and mobile banking set up, mobile banking PIN resets, account opening, account activations, prepaid card activations, card applications, card replacements, money market account opening and transfers, credit operations transfers and any other customer instruction received all the while consequently batching and filing the respective paper work having been given to the manager for sign off.
  • Taking up the role of a bank custodian when called upon, to ensure the money held in the branch is within the stipulated limits, confirming cash in and out of the vault and the ATM and consequently preparing documents that reflect the branch financial position.
  • Monitoring the overdrawn position of business accounts and personal accounts that fall due for closure and consequently preparing respective demand notices.
  • Preparation of monthly archival reports of branch mandates, batches and files as well as the monthly Petty cash analysis report.
  • Ensuring the branch attains its monthly and annual targets in foreign exchange transactions by effectively communicating with head office team and training the branch staff on how to make the most margins and keep the customer happy.
  • Acting as the branch First Aid attendant should any accident befall any customer or staff member as well as training the branch team on what measures to take in case of a medical emergency.
  • Ensuring the branch is well stocked by requisitioning for stationery periodically and ensuring there is proper management of the same.

Administration Intern

Kenya Tea Development Agency
01.2012 - 05.2012
  • Receiving clients and visitors in the administration department as well as taking calls for the Head of Administration and Office Services Property and Coordinator.
  • Preparing Internal Memos for rent payments, rent statements, updating of rent ledgers and departmental filing.
  • Recording of invoices in the Administration department and purchase Requisition Vouchers (PRVs).
  • Receiving and dispatching mails in the registry.
  • Updating records of the cheques dispatched and payment made to the various factories.

Education

Certified Human Resource Professional (CHRP) -

Kenya Institute of Management, Kenya
10.2023

Master of Business Administration - Strategic Management

University Of Nairobi, Kenya
12.2016

Bachelor of Commerce and Business Administration - Human Resource Management

Jomo Kenyatta University of Agriculture And Technology, Kenya
06.2014

GPA: First Class Honours

Skills

  • Retail operations management
  • Staff training and development
  • Customer relationship management (CRM)
  • Risk management & Compliance
  • Business administration & development
  • Team leadership & Staff management
  • Process improvement strategies
  • Verbal and written communication
  • Financial management & Report analysis
  • Problem-solving
  • Workload management
  • Project management abilities
  • Workplace safety compliance
  • First Aid

Accomplishments

  • Led seamless transition and team scaling during promotion from Branch Operations Officer to Assistant Manager, enhancing branch performance and contributing to a 15% increase in customer satisfaction within the first months.
  • Served as Branch Risk Management Champion, ensuring adherence to internal controls, promoting risk awareness, and driving risk mitigation strategies.
  • Surpassed foreign exchange sales targets by over 110% of the annual goal at NCBA Bank, consistently leading performance and maintaining top branch champion status.
  • Doubled annual prepaid card sales targets for two consecutive years, contributing significantly to overall branch profitability.
  • Received multiple customer service accolades for delivering exceptional service and fostering client loyalty.
  • Navigated and de-escalated tense situations with colleagues and clients, preserving morale and upholding service standards.
  • Recognized for demonstrating exceptional dedication to continuous learning and personal development, year 2023.
  • Acted as Operations Supervisor for over 5 months at NCBA Bank, effectively managing responsibilities and ensuring continuity in branch operations during the supervisor’s absence.
  • Redesigned and streamlined filing systems at Kenya Tea Development Agency (KTDA), significantly improving document retrieval speed and efficiency.
  • Developed a mathematical rent calculation tool at KTDA, enabling quicker and more accurate deduction of tenant balances.
  • Maintained a perfect attendance record throughout the entire internship period, demonstrating strong commitment and reliability.
  • Recognized poet published in the Best 'New' African Poets Anthology Series (2017, 2018, 2019), highlighting creativity and excellence in literary expression.

Timeline

Assistant Manager Branch Operations - NCBA Bank Kenya PLC
02.2025 - Current
Branch Operations Officer - NCBA Bank Kenya PLC
06.2022 - 01.2025
Operations Assistant - NCBA Bank Kenya PLC
10.2014 - 05.2022
Administration Intern - Kenya Tea Development Agency
01.2012 - 05.2012
Kenya Institute of Management - Certified Human Resource Professional (CHRP),
University Of Nairobi - Master of Business Administration, Strategic Management
Jomo Kenyatta University of Agriculture And Technology - Bachelor of Commerce and Business Administration, Human Resource Management

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Dorcas Wairuri Maina