Elizabeth Mutuku
Banking Industry - Strategic Debt Management
Nairobi
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Talented, organized, trusted professional in Banking Industry Management providing next-level leadership to team members. Experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Experienced in development & execution of strategic plans and objectives as agreed on with top level management and deliver to the stakeholders.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
Work History
TEAM LEADER, WORKPLACE BANKING
Stanbic Bank (Kenya) Limited
Nairobi
03.2014 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Spearheaded forecasting and execution of KPI targets within the team
- Reports any breaches and exposures to the business unit head and/or the division’s Regulatory Compliance Officer.
- Documents all operating guidelines and procedures for approval by the local Credit Risk Management Committee.
- Ensures that all suspicious transactions are reported to the Anti-Money Laundering Office where required.
- Ensures adherence to the requirements of all credit agreements during the execution of rehabilitation and recovery processes.
- Ensures consistency in the execution of Bank’s credit policy and the Rehabilitation and Recoveries procedures to adhere to all laid down governance requirements regarding actions instituted throughout the collections life cycle.
- Ensures continuous improvement on set performance benchmarks to yield optimal results.
- Creates and sustains a core competency in strategic Rehabilitation and Recoveries methodologies that enables sound debt management.
- Controls and maintains provision adequacy at the correct levels in line with regulatory requirements and the bank’s internal procedures, as well as ensuring that all set targets for the reduction/recovery of debt are met.
- Manages and controls Rehabilitation and Recoveries strategies and campaigns within the Rehabilitation and Recoveries environment with the aim of maximizing collection effectiveness and efficiency.
- Oversees the reduction of forward roll rates to prevent accounts from moving into impairment bearing brackets.
- Ensuring entire Service Level Agreement is adhered to.
- Undertakes comprehensive business and financial assessments on identified businesses and/or accounts and makes remediation proposals based on the available information.
- Gives input to system developments, costs and collection strategies.
- Sales and business development results within the department.
- Appraisal, reports, reviews, and training needs analysis.
- Updating the procedure manual.
- Ensuring strict compliance to all the regulatory requirements including Anti Money Laundering regulations and the Banking Act.
- Identify opportunities of cost reductions and process improvement. Apply new strategies when and where needed.
MANAGER- COLLECTION AND RECOVERIES
BARCLAYS BANK (K)
Nairobi
02.2008 - 03.2014
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved marketing to attract new customers and promote business.
- Managed and motivated employees to be productive and engaged in work.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Accomplished multiple tasks within established timeframes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitoring all accounts which are almost due, due, and overdue for payment.
- Assisting clients with debt management techniques or solution to enable them pay with easy.
- Leading and motivating the collections team to achieve collection target.
- Controls and monitors the outsourced collections and recovery processes.
- Organize, manage and implement the most suitable debt recovery policies and techniques.
- Conducting performance review of the team, monthly, quarterly, and annually.
- Maintaining data integrity and keeping customer details confidential.
- Prepare a comprehensive weekly report to management team on scheme company performance for referencing in decision making.
SCHEME LOAN ADMINISTRATOR
BARCLAYS BANK (K)
Nairobi
11.2006 - 02.2008
- Evaluated loan requests and documents to verify accuracy and completeness.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Negotiated loan terms and conditions with customers to secure best deal.
- Assessed loan portfolios for compliance with underwriting policies.
- Developed and maintained relationships with customers, lenders and other third parties.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Explained very technical financial information to applicants in easy to understand language.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Proactively identified solutions for customers experiencing credit issues.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Monitored pipelines to track and log status of loans.
- Invoicing of all newly booked loans to respective scheme companies.
- Collection of loan repayment cheques.
- Reconciliation and Processing of loan repayments to respective client’s accounts.
- Management of the unpaid invoices by following up with respective companies.
- Collection of payroll by-product data for loans and salaries. ● Salary processing for Government ministries.
- Assisting clients with queries and complaints in resolving their loan repayments.
- Issuance of loan clearance letters and stop orders to the employers for cleared loans.
Education
Certificate - Credit Management
01.2010 - 07.2011
Bachelor of Arts - Economics And Sociology
09.2002 - 11.2007
High School Diploma -
02.1997 - 11.2000
Skills
Client Service
Knowledgeable in Excel, Word
Complaint resolution
Multitasking Abilities
Excellent Communication
Analytical and Critical Thinking
Dependable and Responsible
Teamwork and Collaboration
Negotiation
Adaptability & Change Management
Stakeholder Engagement
Reliability
Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
TEAM LEADER, WORKPLACE BANKING - Stanbic Bank (Kenya) Limited
03.2014 - Current
Vision College - Certificate, Credit Management
01.2010 - 07.2011
MANAGER- COLLECTION AND RECOVERIES - BARCLAYS BANK (K)
02.2008 - 03.2014
SCHEME LOAN ADMINISTRATOR - BARCLAYS BANK (K)
11.2006 - 02.2008
University Of Nairobi - Bachelor of Arts, Economics And Sociology
09.2002 - 11.2007
Kaaga Girls High School - High School Diploma,
02.1997 - 11.2000