Ericah Kiptoo
Executive Administrator
Nairobi,30
Summary
Goal-driven banking professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and bank revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills.
Overview
13
13
years of professional experience
16
16
years of post-secondary education
1
1
Language
Work History
Executive Assistant to the Director Corporate
National Bank of Kenya
Nairobi, Kenya (+254)
02.2019 - Current
- Undertake diverse administrative tasks for the Director, Corporate Banking primarily managing calendar of appointments; completing expense reports; managing correspondence; coordinating travel, itineraries, and agendas
- Coordinate and support Human Resources on Corporate staff induction, performance management, leave management and trainings
- Identify and communicate issues related to workplace relations and performance management
- Manage the Director’s diary and appointments
- Research, prioritize, and follow up on incoming issues and concerns addressed to the Director and determine appropriate course of action, referral, or response
- Facilitate seamless communication between the office of the Director, Corporate
- Anking and internal divisions
- Update the Director, Corporate Banking on upcoming commitments and responsibilities, and follow up as appropriate
- Participate as an adjunct member of the Divisional Management Committee including assisting in scheduling, coordinating and attending all meetings
- Draft communication and responses from the Director, Corporate Banking to external stake holders
- Maintain staff and customer confidence and ensure confidentiality of information
- Created plans and communicated deadlines to ensure projects were completed on time.
- Carry out day-day-day duties accurately and efficiently.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Actively listen to customers, handle concerns quickly and escalated major issues to supervisor.
- Complete paperwork, recognize discrepancies and promptly addressing for resolution.
- Develop and maintain courteous and effective working relationships.
- Operational improvements which resulted in savings and improved profit margins.
Support Manager
Operations
Nairobi, Kenya (+254)
01.2016 - 01.2019
- Verify daily reconciliations on inward suspense are performed and exceptions reviewed to avoid financial and reputational loss to the bank
- Enhance workforce performance and ensure every staff in inward clearing performance meets expected and forecasted standard
- Manage Call-back team to ensure high standard customer service and enhance service delivery culture within the unit
- Escalate, manage risk and ensure Bank Control and Risk policies are adhered to
- Manage and ensure planned changes in our Inward clearing processes are delivered, implemented on time and within budget
- Prepare and deliver daily Inward clearing dashboard and provide reports to Senior.
- Manage capacity building activities for new processes, implementation teams and continuous improvements on the existing processes
- Manage and evaluate staff Key performance Indicators and mid and end year performance reviews
- Execute and manage training, guidance, coaching, mentorship and development of the staff to bring out the best in each team member within
- Continuous automation of process and documentation.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Established and implemented training programs to maximize team performance.
- Coached employees through day-to-day work and complex problems.
- Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
- Prepared employee schedules for maximum coverage during key hours.
- Monitored employee and customer interactions to assess quality of service.
- Interpreted management directives to define and document administrative staff processes.
- Standardized office structures and processes to promote collaboration and increased performance.
- Tracked and documented metrics, and evaluated trends.
- Developed detailed plans based on broad guidance and direction.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Trained and developed personnel to improve safety, employee relations and resolve accounts excess oversight issues.
- Implemented Debicheque and sybrin process improvement initiatives within department.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth operations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Increased operational efficiency by developing improved filing systems for confidential client records and reports.
- Supervised staff of 11 personnel by implementing company policies, protocols, work rules and disciplinary action.
Clearing and settlement operations analyst
National Bank of Kenya
Nairobi, Kenya (+254)
01.2011 - 01.2015
- Validating all cheques, customer vouchers and static data input to ensure conformity to the laid down controls and statutes
- Ensuring that KYC is complied with according to the laid down instructions
- Maintains financial security by following internal controls
- Comply with Kenya Bankers Association rules and regulations and keeping up to date with changes of the same
- Maintain customer confidence and protect operations by keeping financial information confidential
- Participating in decision making through departmental meetings’ attendance alongside working towards self- motivation aspects and strong identification with the company objectives
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Cashier
National bank
Kakamega , Kenya (+254)
07.2010 - 04.2011
- Identified sales opportunities and referred customers to branch partners in financial services.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Credit analyst
National Bank of Kenya
Kakamega Branch, Kenya (+254)
01.2010 - 06.2010
- Assessed credit risk and analyzed financial statements.
- Minimized accounts receivable collections and reconciled customer billings and statements.
- Placed customer accounts on hold due to past due payments.
- Improved understanding of financial statements, which helped in assessing risk.
- Reviewed customer files on regular basis to make sure receivables were in sound condition.
- Contacted customers and requested financial documentation.
- Used Microsoft Word and other software tools to create documents and other communications.
HRM, Executive Administrative Assistant
World Vision International
08.2008 - 01.2010
- People and culture (, Organizing workshops and trainings for East Africa region
- Coordination and facilitating “training of trainers”
- Assist in developing strategic training and mentorship plans for East Africa Region staff
- Organizing and coordinating staff events e.g
- Team buildings, annual staff conferences
- Providing Logistics for international staff e.g
- Travel itinerary, and hotel bookings
- Leading, Scheduling and coordinating daily and weekly staff devotions for east Africa head office staff.
- Making monthly reports and minutes during workshop and meetings
- Providing administrative support for world vision east Africa Christian
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Updated executives on changing business needs by thoroughly documenting internal and client meetings.
- Gathered documents, data and formulated analytics to prepare issues for discussion and reports for review
Lecturer • Lecturer
Eldoret College of Accountants
Eldoret, Eldoret
05.2008 - 10.2008
- Planned lessons for allotted time to strengthen weak subjects and build skills.
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Provided appropriate learning materials for students.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Supported students with helpful study habits and exam strategies.
- Created special handouts, study guides and enrichment materials to boost student knowledge.
- Met with students and discussed educational goals and expectations.
Deputy Presiding Officer
Electoral Commission of Kenya, currently IEBC
08.2007 - 12.2007
- Conduct training on the polling, counting and tallying process for the clerks.
- Collect and ensure security of all election materials for the General election.
- Oversee efficient and effective management of the election before, during and after of election.
- Ensure the good conduct of elections in the polling station or tallying center as assigned.
- Counting, tallying and announcement of provisional results in the polling station and sending the same through online transmission to the National and Constituency tallying centers.
- Ensure safe custody all entrusted documents during the General Elections, document hand over of all election materials and equipment to RO after the General Election
Polling Clerk and, registration clerk
currently IEBC
01.2003
- et up polling booths (this will require some lifting)
- Prepare the polling station for the opening of poll
- Keep the polling station neat and tidy
- Check and mark voters' electoral numbers in the register of electors and on the corresponding numbers lists
- Issue ballot papers to voters
- Ensure that voters cast their votes in secret and put them into the correct ballot box
- Provide assistance to voters where appropriate, including helping those that have physical difficulties in accessing the Polling Station
- Undertake any other polling station duties on the instruction of the Presiding Officer
- At the close of poll, the Poll Clerk is required to help the Presiding Officer to dismantle the polling station and ensure the building is returned to good order
Education
MBA - Business Administration, Human Resources
African Nazarene University
Nairobi 11.2014 - Current
BBA - Human Resources Management
Moi University
Eldoret 01.2005 - 12.2008
Kenya Certificate of Secondary School - Secondary Education
Institute of Human Resource
01.1998 - 11.2001
Lean Six Sigma –National -
Kenya Institute of Management, Bank of Kenya
04.2014 - 04.2014
Cashiering Training - Cash Management
National Bank of Kenya
National Bank Building 01.2011 - 01.2011
World vision Kenya -Graduate Internship Program -
World Vision Kenya
Karen 10.2008 - 09.2009
Skills
Interpersonal Communication
Planning and Coordination
Active Listening
Flexible and Adaptable
Analytical and Critical Thinking
Clerical Support
Multitasking Abilities
Written Communication
Affiliations
Associate Member of Institute of Human Resources Management
Full Member-Kenya Institute of Management
Timeline
Executive Assistant to the Director Corporate
National Bank of Kenya
02.2019 - Current
Support Manager
Operations
01.2016 - 01.2019
MBA - Business Administration, Human Resources
African Nazarene University
11.2014 - Current
Lean Six Sigma –National -
Kenya Institute of Management, Bank of Kenya
04.2014 - 04.2014
Cashiering Training - Cash Management
National Bank of Kenya
01.2011 - 01.2011
Clearing and settlement operations analyst
National Bank of Kenya
01.2011 - 01.2015
Cashier
National bank
07.2010 - 04.2011
Credit analyst
National Bank of Kenya
01.2010 - 06.2010
World vision Kenya -Graduate Internship Program -
World Vision Kenya
10.2008 - 09.2009
HRM, Executive Administrative Assistant
World Vision International
08.2008 - 01.2010
Lecturer • Lecturer
Eldoret College of Accountants
05.2008 - 10.2008
Deputy Presiding Officer
Electoral Commission of Kenya, currently IEBC
08.2007 - 12.2007
BBA - Human Resources Management
Moi University
01.2005 - 12.2008
Polling Clerk and, registration clerk
currently IEBC
01.2003
Kenya Certificate of Secondary School - Secondary Education
Institute of Human Resource
01.1998 - 11.2001