ERIC THANGU GICHUKU
Business Growth And Development Manager
Nairobi
Summary
An ethical and customer centric leader with twenty years of experience in leading teams to enhance productivity and achieve results. A successful and strong background in Bank branch Operations, championing business growth, enhancing customer experience, managing risks, and enforcing compliance.
Overview
22
22
years of professional experience
5
5
Certifications
Work History
Business Growth & Development Manager
Equity Bank (K) Ltd
Nairobi, Kenya
05.2015 - 02.2026
- Spearheaded the branch's overall effort in growing a profitable unit and delivered an average of 89% of my targets for five years through disciplined execution.
• Acted as the Bank's brand ambassador and positioned it as the preferred Bank hence increasing its market share in our locality. Steadily grew the branch deposit base from Ksh 1.750 billion to Ksh 3.2 billion through targeted acquisition and relationship management.
• Led the team in offering exceptional Customer experience resulting in leading the region severally in our customer experience scores
• Enforced compliance to the Law including the Proceeds of Crime and Anti Money Laundering Act, and the regulator Central Bank of Kenya ensuring no penalties, mitigating potential risks, and attaining a score of 95% in Audit
• Developed and deepened relationships with existing and potential customers through excellent customer service which assisted in increasing our wallet share from existing products
• Negotiated costs with vendors and service providers to ensure cost effective solutions saving at least 10% in renovations
• Led a team of eighteen staff by coaching, mentoring, and holding them to account on delivery of our set targets by cascading performance expectations and conducting performance management evaluations promptly to ensure we maintain productivity of above 90%
• Undertook credit evaluation and portfolio management leading to the growth of a high-quality asset book
• Collaborated with the marketing teams and the product experts in conducting market storms, attending industry events, and pitching tents that assisted in cross selling to our existing customers and acquiring new customers and enhancing our brand visibility
• Managed to digitize 95% of our customers from manual salary processing and manual foreign exchange deals to using the online self-service platforms
Relationship Manager Operations
Equity Bank (K) Ltd
Nairobi, Kenya
06.2013 - 05.2015
- Managed efficient and effective service delivery of all branch services within the Service Level Agreement
- Ensured consistency of the physical and personnel security of the branch is always maintained
- Mitigated risks and fraud by cascading and training on the bank’s policies and procedures while enforcing compliance and closure of any Audit queries.
- Improved positive advocacy for quality customer experience and relationship management
- Monitored branch cash management, bank stationery, and safeguarding the business assets
- Supervised and championed the digitization agenda to enable customer’s self-serve
Education
BBA - Marketing Option
United States International University - Africa
Nairobi, Kenya 06.1997 - 12.2001
Skills
Bank Branch team leadership
Business growth and development
Credit appraisal and Portfolio Management
Customer Relationship Management
References
- Kennedy, Muguna, Regional General Manager, Kennedy.muguna@equitybank.co.ke, +254 763 523022, Equity Bank (Kenya) Limited
- Doris, Gikunda, HR Business Partner, Doris.Gikunda@equitybank.co.ke, +254 763 991043, Equity Bank (Kenya) Limited
- Harriet, Wahome, Managing Partner, harriet.wahome@colnet.co.ke, 0715899220, 0721844168, 0721566140, Colnet Limited
Certification
Executive Certificate of Proficiency - College of Insurance 2024
Timeline
Business Growth & Development Manager
Equity Bank (K) Ltd
05.2015 - 02.2026
Relationship Manager Operations
Equity Bank (K) Ltd
06.2013 - 05.2015
BBA - Marketing Option
United States International University - Africa
06.1997 - 12.2001