ELIUD KISIANG'ANI KHAEMBA

Areas of specialization: Personal Loans and Micro, Small and Medium Enterprises(MSME) Credit Loans

Main Duties and Responsibilities :

Branch Management and Administration

• Planed, organized and led administration and control of all the operations of the branch.
• Ensured that branch assets were held in safe custody by ensuring that ALL procedures were correctly and consistently followed.

Customer Service/Care Issues

• Ensured that customer complaints /queries were responded to promptly.
• Ensured that issues regarding confidentiality of customer accounts were maintained
• Liaised with Marketing & Public Relations department on provision of ideal products
• Ensured prompt and efficient service is provided to customers.

Staff Management

• Appraised and reviewed all staff reports and made appropriate recommendations for reward
• Recommended staff for appropriate training.
• Supervise all staff and ensure discipline is maintained.
• Attend to staff complaints, personal grievances and counsel them when necessary.
• Talent identification and management

Credit Administration

• Ensured that credit is administered as per the credit policy and guidelines.
• Monitored and decided on difficult accounts
• Appraised and authorized all loan applications
• Maintained portfolio at risk at acceptable levels

Expenditure Control

• Highlighted irregularities in budgeting and reports and ensured that these are followed up.
• Ensured that past audit and inspection reports receive adequate attention of relevant staff.

Marketing, Public Relations and Business development

• Prepared and implemented the branch marketing plans.
• Identified and pursued areas of profitable business.
• Developed annual targets that the branch must achieve in respect to business growth and development.
• Maintained and coordinated relations amongst internal and external customers of the bank.

Main Duties and Responsibilities :

Financial

• Authorized vouchers to be posted in both internal and client accounts.
• Authorized payments as per credit limits and deposit balances.
• Authorized branch systems referrals.
• Authorized branch expenses according to branch limits.
• Prepared and managed annual operational budgets aligning financial resources with strategic objectives.

Control

• Enforced operational risk requirements including operating manual requirements, audit/compliance reports, frauds, excess control and dormant accounts administration.
• Maintained compliance with industry regulations and standards, upholding company integrity.
• Ensured daily balancing and reconciliation of all suspense accounts of the branch.
• Authorized all static changes on all branch accounts.
• Managed Branch cash limits.
• Managed and maintained branch physical assets.
• Was the custodian of safe custody items.
• Ensured that the Branch vault and the onsite ATMs are armed at all times.
• Was the custodian of all Branch keys and alarm passwords ensuring they are securely and responsibly held by respective holders.

Management Reporting

• Prepared all branch returns and reports to head office.
• Prepared the branch budget and did analysis of the monthly variance.
• Reviewed all exceptions reports.

Branch Administration

• Did general office administration such as cleanliness, security, CCTV monitoring, and opening and closing of branch doors.
• Did ATM administration.
• Did system administration i.e. User creation, password allocation & maintenance and monitored system uptime.
• Managed inventory control ensuring availability of necessary resources for uninterrupted service delivery.
• Ensured optimization of staff and fixed assets.
• Was the custodian of all branch physical assets maintaining an updated asset inventory.

Staff Management

• Recommended staff for appropriate training.
• Planned and administered staff leave roster.
• Supervised all staff and ensured discipline is maintained.
• Conducted regular staff performance reviews providing constructive feedback and setting objectives for team members.
• Attended to staff complaints, personal grievances and counseled them when/where necessary.
• Mentored staff to enable professional development and progression.

Business Continuity

• Act for the Branch manager whenever he/she was away.
• Managed hand over/take over process in the branch.
• Was the branch custodian of the operating manuals and procedures.
• Monitored and updated the Branch Business Continuity Plan.
• Managed risk assessments and implemented mitigation strategies to minimize operational disruptions.

Customer Service/Care Issues

• Analyzed performance data to identify trends and develop strategies for service improvement.
• Coordinated with other departments to facilitate seamless service delivery and address cross-functional challenges.
• Addressed and resolved customer complaints, fostering relationships built on trust and satisfaction.
• Monitored market trends to identify opportunities for service expansion and innovation.
• Managed daily operations, overseeing staff performance to optimize service delivery and customer satisfaction.
• Led team training sessions, enhancing skills in customer service and operational efficiency.
• Orchestrated the scheduling and deployment of staff to meet customer demands efficiently.
• Coordinated with other departments to ensure a unified approach to customer service.
• Resolved escalated customer complaints with tact and professionalism, restoring client confidence.
• Developed contingency plans to maintain service levels during peak times and emergencies.
• Analyzed customer feedback to identify areas for improvement and implement necessary changes.
• Implemented customer relationship management strategies to build loyalty and repeat business.
• Streamlined communication processes within the team enhancing efficiency and teamwork.

• Drove product sales by identifying and meeting customer needs through selling Bank products
• Took ownership of the Co-op Personal Loan product and met the set sales targets.
• Cross-sold other products like Co-op Card, Money gram, Jumbo Junior, Personal Current Account, Fixed Deposits, etc.
• Maintained own sales performance records.
• Ensured personal loan application form were correctly completed as per the Branch application summary and all merit scoring.
• Complied with the credit policy and did ‘reasonableness' checks to vet the applications and forward only those that merit scoring.
• Provided timely and organized responses to customer queries

Main Duties and Responsibilities :

• Managed maintenance of customer accounts as instructed by the customer.
• Ordered and distributed account operations products including debit and credit cards, cheque books, mobile banking, electronic banking, statement frequency etc.
• Received all customer instructions on the management of their accounts including standing orders, stop payments, fixed/call deposits etc.
• Posted any multi entry processing instruction e.g. salary payments
• Ensured that customer instructions on multi entry processing are routed via SWIFT or other payment systems.
• Oversaw the day to day management of account opening process.
• Interviewed customers to guide on right product selection.
• Ensured completeness of the customer information captured in the account opening forms and the system.
• Screened customers to ensure that only credible customers open accounts.
• Ensured that account opening forms are forwarded to Business Processing Centre within agreed time.
• Managed the team's workflow.
• Trained staff in the unit on processes and work methodologies.
• Appraised staff in the unit and nurtured them to grow.

Main Duties and Responsibilities :

Query Management

• Received and managed customer queries and complaints with favorable solutions.
• Managed all correspondences between the Branch and the Customers on service issues.
• Counseled and guide customers appropriately as may be required.

Operational Support

• Authorized payments and other documents as per credit limits and deposit balances.
• Managed the systems administrator to ensure that all branch systems were working.
• Ensured that the banking hall was neatly arranged and adequate stationery availed for customer usage.
• Ensured Safe custody of the ATM cards.
• Promptly ordered customer statements.
• Reviewed and analyzed customer service statistics and made recommendations to management on ways to improve customer care and service .
• Developed feedback/intelligence for the business and ensured that performance measurement was up to standard.
• Organized and participated in community outreach programs to promote brand awareness and enhance customer engagement.
• Maintained in-depth knowledge of competitor products, identifying price changes, market developments and emerging threats

Queue Management

• Oversaw day to day management of queues in the branch ensuring fast movement.
• Liaised with operations manager to ensure teller turnarounds were optimal.
• Managed customers in the banking hall by directing them to the available service points.

Staff Management and Training

• Managed service team's workflow.
• Trained branch staff on customer care tips and bank products.
• Conducted customer training on the use of the ATM machines and e-banking channels.
• Appraised, nurtured and grew staff in my units.

Main Duties and Responsibilities :

• Monitored customer surveys and feedback to develop corrective actions for service-related issues.
• Addressed customer service enquires quickly and accurately.
• Built rapport with customers through courteous and professional communications.
• Maximized customer satisfaction by resolving service issues promptly.
• Assisted customers with product-related questions, feedback and complaints.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Assisted in fulfillment of customer orders placed in person, via email, online and by telephone.
• Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
• Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.
• Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
• Monitored branch email to promptly collect and respond to complaints.
• Coordinated referrals and escalations to obtain specialized support.
• Stayed current on policies, procedures and standards to offer optimal support.
• Maintained constant presence at front counter to receive enquiries.

• Voucher capture on Sybrin transport system, Data Entry, Accounts Reconciliations

• Ensured prompt Manual salary Processing
• Managed Sybrin system administration
• Processed both outward and inward items of clearing i.e. cheques and electronic funds transfers
• Represented the Bank at the Central Bank Clearing House
• Did Cheques technical verification
• Did suspense accounts reconciliations
• Ensured all commissions are charged as per bank policy
• Provided training and support for team members less experienced.

• Performed general duties like dispatch and receiving of mails to/from branches and departments