Jacob Makali Muithya
Mombasa
Summary
A highly accomplished and results-oriented banking professional with over 18 years of progressive experience spanning customer service, branch operations, team leadership, and senior management. Having built a distinguished career at Kenya Commercial Bank (KCB) and Co-operative Bank of Kenya, I bring deep expertise in retail banking operations, regulatory compliance, account management, and service excellence. Throughout my career I have been consistently promoted on merit, rising from Sales Executive Team Leader at KCB, through Teller, Section Head, Customer Service Officer, and ultimately to Operations/Service Manager at Co-operative Bank — demonstrating strong leadership, commercial acumen, and the ability to deliver results in a fast-paced banking environment. I am adept at balancing the dual demands of customer satisfaction and operational rigour, managing cross-functional branch teams while ensuring strict compliance with Central Bank of Kenya regulations and internal bank policies. I am a trusted deputy for senior management and a reliable Business Continuity anchor for my branch.
Overview
20
20
years of professional experience
Work History
Operations Manager / Service Manager
Co-operative Bank of Kenya
Mombasa
01.2015 - Current
- Promoted to Operations/Service Manager in 2015, this role carries overall responsibility for the smooth and compliant running of all branch operations, encompassing service delivery, regulatory controls, staff management, and acting Branch Manager duties when required.
- Quality Management – Overseeing end-to-end operational service delivery to ensure branch performance meets and exceeds set targets and customer expectations.
- Customer Experience – Resolving escalated customer queries, complaints, and service failures with speed and professionalism, driving Net Promoter Score (NPS) improvements.
- Card & PIN Management – Maintaining custody and control of Debit/Credit cards and PIN mailers in strict accordance with card management procedures and CBK regulations.
- Account Operations – Overseeing account opening, KYC verification, account maintenance, dormancy reactivation, and account closure processes in line with bank policy.
- Customer Instructions & Statement Management – Authorising and executing standing orders, direct debits, account amendments, and customer statement requests.
- Regulatory Controls & Compliance – Ensuring the branch adheres strictly to all CBK prudential guidelines, Anti-Money Laundering (AML) policies, KYC requirements, and internal audit standards. Consistently achieving satisfactory ratings in branch audits.
- Management Reporting – Compiling, reviewing, and submitting accurate branch returns, daily/weekly/monthly operational reports, and exception reports to head office within stipulated deadlines.
- Staff Management & Development – Supervising, appraising, mentoring, and motivating branch staff; conducting performance reviews; coordinating leave schedules; and identifying training needs to build team capability.
- Business Continuity Plan (BCP) – Serving as the designated acting Branch Manager whenever the Branch Manager is away on sick leave, annual leave, or official duties, ensuring uninterrupted branch operations and decision-making continuity.
- Branch Administration – Managing branch operational budgets, stationery, vault operations, ATM reconciliation oversight, and ensuring a clean, safe, and professionally maintained branch environment.
- Risk Management – Identifying, escalating, and mitigating operational risks; ensuring all controls are in place to prevent fraud and financial crime.
Section Head / Customer Service Officer (CSO)
Co-operative Bank of Kenya
Mombasa
01.2013 - 01.2015
- Promoted from Teller to Section Head and Customer Service Officer, taking on supervisory and customer-facing responsibilities while continuing to support branch operations.
- Supervised the customer service team, allocating work, monitoring performance, and providing real-time guidance on complex transactions and queries.
- Handled high-value and complex customer transactions, account amendments, and service requests that required supervisory authorisation.
- Championed cross-selling of bank products, contributing to branch liability and asset growth targets.
- Acted as first-level escalation point for teller disputes, cash discrepancies, and customer complaints.
- Ensured adherence to operational checklists, dual-control procedures, and end-of-day reconciliations.
- Supported branch management in preparation of operational reports and returns.
Teller
Co-operative Bank of Kenya
Mombasa
01.2008 - 01.2012
- Joined Co-operative Bank as a Teller, delivering front-line banking services to customers and supporting branch operations across all transaction channels.
- Processed all financial transactions — cash deposits and withdrawals, cheque processing, RTGS/EFT transfers, foreign currency exchange, and mobile/agency banking — accurately and in compliance with bank policy.
- Conducted daily teller balancing and cash reconciliation with zero tolerance for unresolved variances.
- Advised customers on alternative banking channels (internet banking, mobile banking, ATMs), driving migration to lower-cost channels.
- Cross-sold bank products including savings accounts, fixed deposits, personal loans, and credit facilities, contributing to branch growth targets.
- Maintained compliance with AML, fraud prevention, and KYC requirements at the point of transaction.
- Consistently received positive customer feedback for speed, accuracy, and service courtesy.
Sales Team Leader
Kenya Commercial Bank (KCB)
Mombasa
01.2006 - 01.2008
- Led a direct sales team of 10 Sales Executives, responsible for driving retail banking product sales and growing the customer base in the Mombasa market.
- Managed, coached, and motivated a team of 10 Sales Executives, setting individual and team sales targets and monitoring daily performance.
- Developed and executed sales strategies to grow KCB's retail customer base through direct outreach, corporate partnerships, and community engagement.
- Drove sales of the full spectrum of retail banking products: savings and current accounts, personal and business loans, mortgages, fixed deposits, and credit cards.
- Maintained detailed pipeline reports and submitted weekly sales performance reports to branch management.
- Ensured all sales activity complied with KCB's Know Your Customer (KYC) and regulatory onboarding requirements.
- Consistently met or exceeded monthly sales targets throughout the tenure.
Education
Certified Public Accountant - CPA Section 1 & Section 2
College of Professional Studies
Kenya01-2005
Bachelor of Arts - Economics & Business Studies
01-2004
Kenya Certificate of Secondary Education -
Muli High School
01-1998
Kenya Certificate of Primary Education -
Kanzoken Primary School
01-1994
Skills
- Customer Relationship Management
- Branch Operations & Administration
- Regulatory Compliance & AML/KYC
- Staff Leadership & Team Development
- Business Continuity Planning (BCP)
- Sales
- Cross-Selling
- Business Development
- Risk Management
- Internal Controls
- Management Reporting
- Returns
- Card & PIN Management
Languages
English (Fluent)
Swahili (Native)
Custom Section
Machakos
Personal Information
- Available: Available upon reasonable notice
- ID Number: 22017842
References
- Wilberforce Musyoki, Senior Manager, Co-operative Bank of Kenya, +254 721 268 357, +254 733 268 357, wmusyoki@co-opbank.co.ke
- Kennedy Ouke, Manager, Co-operative Bank of Kenya, +254 725 816 569, kouke@co-opbank.co.ke
- Peter Ndzai, Manager, Family Bank Kenya, +254 733 407 210, pnzai@familybank.co.ke
Timeline
Operations Manager / Service Manager
Co-operative Bank of Kenya
01.2015 - Current
Section Head / Customer Service Officer (CSO)
Co-operative Bank of Kenya
01.2013 - 01.2015
Teller
Co-operative Bank of Kenya
01.2008 - 01.2012
Sales Team Leader
Kenya Commercial Bank (KCB)
01.2006 - 01.2008
Certified Public Accountant - CPA Section 1 & Section 2
College of Professional Studies
Bachelor of Arts - Economics & Business Studies
Kenya Certificate of Secondary Education -
Muli High School
Kenya Certificate of Primary Education -
Kanzoken Primary School