Francis Mawia
Retail Banking
Nairobi
Summary
With over 10 years of experience in driving bank operation, customer experience, compliance, and growing bank portfolios, consistently exceeding sales targets and driving revenue growth. Administering customer experience and service delivery, strengthened business relationships and partnerships resulting in a 50% increase in customer satisfaction levels and loyalty. Successfully enforcing regulatory guidelines, safeguarding the bank\'s reputation, and minimizing potential risks by an impressive 99%. Expertise in managing high-value client portfolios and consistently exceeding sales targets by understanding and meeting diverse client needs. Collaborating with cross-functional teams to drive business growth. Keen ability to identify market trends and develop innovative solutions to enhance business growth. Skilled in designing and implementing effective sales strategies while diligently monitoring the progress of financial products.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Trade Finance Consultant
Euro Exim Bank
11.2023 - Current
- Drive sales and increase revenue by introducing and promoting Trade Finance products to potential customers in the territory through marketing strategies and effective communication
- Develop new and profitable trade finance channels in varied industries and segments in the territory that resulted in the expansion of the customer base and increased revenue for the business 2x
- Convert deals and close transactions by enhancing customer satisfaction and establish long-lasting partnerships
- Spearhead trade finance marketing (issuing letters of credit, factoring, export credit and insurance and financial services) to facilitate smooth international trade operations
Branch Operations Officer
NCBA Group
12.2021 - 10.2023
- Created ownership of the branch strategy that yielded targets and increased revenues by 20% within the first quarter of implementation
- On boarded and trained new staff to ensure seamless integration in the new branch strategy
- Implemented regular performance evaluations to track progress and identify areas for improvement
- Managed vault limits, cash in transit costs, and safe custody of customer tools and equipment, minimizing financial risks and enforcing 100% compliance with regulatory guidelines
- Implemented new security measures to protect against potential threats and unauthorized access
- Prevented exposure to and impact of risks associated with Teller transactions reduces the likelihood of fraudulent activity and ensures customer trust and satisfaction levels maintained at a high standard
- Implemented regular training programs to inform and equip and manage potential risks
- Ensured that the team remains alert to the risk of money laundering and financial crimes, crucial to maintaining a secure and compliant environment
Customer Experience Officer
NCBA Group
01.2021 - 12.2021
- Led the branch operations team of 5 staff in achieving customer retention objectives, acquisition goals, and growth goals by implementing effective strategies and maintaining strong relationships with existing and potential customers
- Supervised and maintained communication with 6 tellers that enhanced internal customer excellence and efficient handling of customer transactions
- Facilitated training of new staff that maintained a high level of professionalism and adherence to company protocols
- Reviewed and updated internal procedures to enforce 100% compliance with industry regulations
- Managed vault limits, cash in transit costs and optimized cash flow
- As custodian of customer tools, I minimized risk by 90% by enhanced safety and security of all assets and maintained accurate records of all transactions
- Established compliance with guidelines and regulations set by regulatory bodies as essential for maintaining the integrity of Teller transactions
- Ensured that the team remain alert to the risk of money laundering, prevented financial crimes by 99% protecting the reputation of the financial institution and its clients
Branch Operations
NCBA Group
10.2019 - 01.2021
- Reported to Operations Manager in daily tasks such as scheduling and coordinating staff, managing inventory, and ensuring compliance with company policies and procedures
- Facilitated user set-ups of customers in the outlets to ensure smooth onboarding and efficient operations to improve customer satisfaction
Branch Operations
NIC Bank Limited
08.2015 - 10.2019
- Charged with troubleshooting the client online banking issues to ensure a smooth online banking experience
- Charged with Accounts Opening and enhanced 100% compliance with all regulatory requirements
- Collaborated with internal teams of 10 to streamline processes
- Minimized risk by 99% with foreign currency exchange rates by monitoring market trends and implementing hedging strategies
- Processed outward payments (RTGS's & TT's) and ensured that all transactions completed in real-time
- Effected check processing and maintained records of all transactions
- Managed receipts and payments to customers
Procurement, Warehousing Intern
Ministry of Public Works
02.2013 - 05.2013
- Ensured materials in the warehouse tally with what is in the records to maintain accurate inventory management
- Reduced errors and discrepancies in the inventory system by ensuring materials delivered and/or dispatched in the right quantity and quality as per the specifications
- Guided the overall tender evaluation process from document sales to receiving, coding, and opening of the bids to ensure transparency and fairness in the selection of the winning bidder
Education
Bachelor's Degree - Purchasing and Supplies Management
Jomo Kenyatta University of Agriculture and Technology
01.2010 - 04.2014
Certificate - Corporate Banking And Credit Analysis (CBCA)
Corporate Finance Institute
Canada 2025
Skills
Portfolio Management
Certification
Introduction to Risk Management
Accomplishments
- Achieved NPS of 60 against a Target of 55, 01/01/23
- Improved Performance for direct reports from succeeds to exceed 100%- 126%, 01/01/23
- Implemented cost-control measures that contributed to significant savings 20% in operational expenses, 01/01/23
- Developed and implemented a new workflow system that improved work output by 30% and reduced errors, 01/01/23
- Led a team to achieve a 20% increase in productivity through the implementation of employee training and development programs, 01/01/23
Awards
Best Branch FX Sales for the Year
Timeline
Trade Finance Consultant
Euro Exim Bank
11.2023 - Current
Branch Operations Officer
NCBA Group
12.2021 - 10.2023
Customer Experience Officer
NCBA Group
01.2021 - 12.2021
Branch Operations
NCBA Group
10.2019 - 01.2021
Branch Operations
NIC Bank Limited
08.2015 - 10.2019
Procurement, Warehousing Intern
Ministry of Public Works
02.2013 - 05.2013
Bachelor's Degree - Purchasing and Supplies Management
Jomo Kenyatta University of Agriculture and Technology
01.2010 - 04.2014
Certificate - Corporate Banking And Credit Analysis (CBCA)
Corporate Finance Institute
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