JULIET OLENG'
BRANCH MANAGER
yoleng@gmail.com P.O.BOX 50131 Nairobi,30
Summary
Experienced Bank Manager bringing extensive financial and customer service skills set to fast-paced bank. Offers professional attitude and skills in service delivery and bank management. Known for having "customer first" mentality. Familiar with diverse banking and investment products, deposit accounts and loans. Competent in setting up services, transferring funds and helping with complex transactions. Positive and upbeat with strong communication and problem-solving abilities.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Bank Branch Manager
SBM BANK
NAIROBI, KENYA
08.2018 - Current
- Identified and capitalized on community business opportunities with effective networking.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Protected company assets with strategic risk management approaches.
- Recommended loan approvals and denials based on customer loan application reviews.
- Assessed employee performance and developed improvement plans.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Developed prospects for new loans though weekly cold calling.
- Engaged employees in business processes with positive motivational techniques.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed and delivered polished sales presentations in order to highlight product and service quality.
- Maintained friendly and professional customer interactions.
- Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
- Increased monthly staff retention rate after implementing new training programs.
Bank Manager
CHASE BANK KENYA LTD
NAIROBI, KENYA
06.2016 - 08.2018
- Worked with both individual and corporate customers to understand needs and provide excellent service by demonstrating respect, friendliness and willingness to help wherever needed.
- Improved operations through consistent hard work and dedication.
- Initiated constant client engagement which increased revenue collection by 60
- Managed over 50 customer calls and interactions per day hence increasing customer experience.
- Increased customer satisfaction by resolving service issues.
- Maintained energy and enthusiasm in fast-paced environment.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Carried out day-day-day duties accurately and efficiently.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Service Delivery Manager
CHASE BANK KENYA LTD
NAIROBI, KENYA
01.2015 - 06.2016
- Supervised operations of 24-hour customer service desk staffed by eight team members.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Protected company assets with strategic risk management approaches.
- Collaborated with bank manager and teller supervisor on scheduling, hiring decisions and monthly audits.
- Represented bank to community through good customer relations.
- Observed, coached and developed bankers in support of reaching performance objectives.
- Assisted customers with banking transactions, identified and serviced customer needs and resolved issues.
- Assisted with complex transactions using overrides and functions requiring additional authorization levels.
- Assessed employee performance and developed improvement plans.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Developed strategic plans for day-to-day financial operations.
- Supported branch manager with special projects and additional job duties.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
Senior Cash Officer
CHASE BANK KENYA LTD
NAIROBI, KENYA
03.2014 - 01.2015
- Maintained excellent attendance record, consistently arriving to work on time.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Senior Operations Officer
CHASE BANK KENYA LTD
NAIROBI, KENYA
02.2013 - 03.2014
- Authorizing system entries of other branch officers
- Training new members on back office operations
- Acting as second custodian to cash vault and main door keys including opening/disarming and closing/arming of the branch.
- Confirming inward cheques of the branch clients for amounts of Kenya Shillings 50,000 and above.
- Liaising with the assistant branch manager to ensure that the cash vault amounts are as per the set Central Bank of Kenya limits and to ensure that the excess is insured overnight via head office and repatriated to CBK the following day.
- Sitting in for the assistant branch manager in his absence.
- Supervising other back office operations officers.
Bank Officer
CHASE BANK KENYA LTD
NAIROBI, KENYA
01.2012 - 02.2013
- Prepared employee documentation, routine evaluation measures and recommendations.
- Utilized up-to-date information to make effective decisions governing bank operations.
- Met with clients to generate new business and negotiate contracts.
- Established key procedures for teams preparing documentation, models and presentations.
- Supervised branch operations and made continuous improvements in each area.
- Represented bank at community events to establish strong ties and promote business.
- Encouraged employee development and promoted management staff from within
Bank Teller
CHASE BANK KENYA LTD
NAIROBI, KENYA
09.2010 - 01.2012
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Assisted customers with compromised debit cards and issued new credentials.
- Turned in excess cash to maintain drawer security.
- Removed mutilated currency from circulation.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Reconciled cash drawer and resolved discrepancies.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Placed orders for customer checks and verified starting numbers.
- Sold and cross-sold bank products to new and existing customers.
- Provided customer records, account statements and copies of checks.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
Bank Teller
KREP BANK
NAIROBI, KENYA
02.2010 - 09.2010
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Assisted customers with compromised debit cards and issued new credentials.
- Turned in excess cash to maintain drawer security.
- Removed mutilated currency from circulation.
- Reconciled cash drawer and resolved discrepancies.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
Education
MBA - STRATEGIC MANAGEMENT
UNITED STATES INTERNATIONAL UNIVERSITY
NAIROBI KENYA 09.2021 - 09.2021
Bachelor of Science - International Business Administration- Finance
UNITED STATES INTERNATIONAL UNIVERSITY
NAIROBI KENYA 01.2006 - 08.2009
Skills
Consumer banking
Process implementation
Financial analysis and reporting
Business development expertise
Human resources knowledge
Relationship building and management
Key performance indicators
Customer service awareness
Strong team-builder
Business Development
Cash handling expertise
Revenue Generation
Product training
Relationship Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
MBA - STRATEGIC MANAGEMENT
UNITED STATES INTERNATIONAL UNIVERSITY
09.2021 - 09.2021
Bank Branch Manager
SBM BANK
08.2018 - Current
Bank Manager
CHASE BANK KENYA LTD
06.2016 - 08.2018
Service Delivery Manager
CHASE BANK KENYA LTD
01.2015 - 06.2016
Senior Cash Officer
CHASE BANK KENYA LTD
03.2014 - 01.2015
Senior Operations Officer
CHASE BANK KENYA LTD
02.2013 - 03.2014
Bank Officer
CHASE BANK KENYA LTD
01.2012 - 02.2013
Bank Teller
CHASE BANK KENYA LTD
09.2010 - 01.2012
Bank Teller
KREP BANK
02.2010 - 09.2010
Bachelor of Science - International Business Administration- Finance
UNITED STATES INTERNATIONAL UNIVERSITY
01.2006 - 08.2009