ESTHER NALUA

• pplied banking-grade internal controls, documentation validation, and compliance discipline in a non-financial, remote operating environment.
• Designed and implemented record review and approval controls, strengthening data integrity and billing readiness.
• Led a documentation clean-up initiative resulting in 30% of legacy records verified, approved, and billed, improving operational efficiency and accountability.
• Coordinated cross-functional follow-ups with clinical and operational teams to enforce documentation standards and approval timelines.
• Maintained strict confidentiality and compliance standards with no compliance breaches recorded, demonstrating strong adaptability across sectors.

• Provided operational oversight of service delivery functions while ensuring adherence to internal controls, regulatory requirements, and risk mitigation measures.
• Reviewed operational and service performance reports, supporting risk-informed decision-making and next-business-day controls.
• Coordinated cross-unit workflows to resolve operational and customer issues while maintaining prudential and compliance standards.
• Supported service improvement initiatives contributing to a 20% improvement in Net Promoter Score (NPS) without compromising controls.
• Assisted in resource allocation, reporting accuracy, and documentation integrity across service teams.

• Supported second-line compliance and internal control functions, advising branch and regional management on control gaps, risk exposure, and corrective actions.
• Authenticated, reviewed, and authorized transactions within delegated limits, ensuring compliance, accuracy, and risk mitigation.
• Oversaw cash management and operational controls, including vault, teller, ATM cash availability, reconciliations, and exception handling.
• Conducted next-business-day control reviews, analyzed variances, and ensured full resolution of exceptions.
• Performed and supervised suspense and transit account reconciliations, achieving 100% clearance with zero unrecoverable losses.
• Supported internal and regulatory audits through preparation of documentation, responses to findings, and follow-up on corrective actions.
• Acted as Service Quality Manager for extended assignments (3–4 months at a time), including deployment to branches outside the home location to stabilize operations, enforce compliance, and support management decision-making.

Performance Record:

• NIL fraud incidents
• NIL operational or reconciliation losses
• Consistent audit-ready outcomes
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• Supported financial and operational processing within controlled banking environments.
• Performed cash, ATM, and account reconciliations and resolved discrepancies promptly.
• Maintained accurate records and supported audit and compliance documentation requirements.
• Coordinated administrative and operational communication across branches.

• Delivered customer onboarding and account opening services in compliance with KYC and AML requirements.
• Acted as custodian of customer account instruments, ensuring secure issuance, control, and record keeping.
• Managed customer service recovery cases and escalations within approved authority levels.

Provided general clerical and operational support across branch functions, including documentation handling and records management.