Lilian Musili
Nairobi
Summary
Skilled in identifying potential risks and developing mitigation plans, resulting in a 30% reduction in overall risk exposure. Adept at collaborating with cross-functional teams to ensure compliance with industry regulations and standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Risk Assurance
NCBA BANK
10.2023 - Current
- Collaborated with the business in closing both Audit, Risk and Compliance exceptions risks hence reducing the bank’s overall risk profile by 25%.
- Achieved a 62% closure rate of both high and medium risks identified in internal Audit reports, Risk Assessments and Regulatory Reviews
- Created and implemented a new training program which resulted in a 25% increase in customer satisfaction.
- Enhanced collaboration between business, Audit and Risk departments through joint forums that discuss both risk and audit findings.
- Timely provision of monthly reports on the state of the control environment to executive, business / enabler unit management, risk, compliance and internal audit
Branch Operations Manager
NCBA BANK
10.2019 - 09.2023
- Achieved 25% Improvement in branch efficiency by streamlining operations and implementing new processes.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Contributed to 15% improvement on the Consumer Banking loan book by reaching out customers to regularize their loans
- Increased overall sales by 25%, implementing targeted marketing strategies and promotional campaigns elevating the branch performance by 65%
- Grew the balance sheet by 65% through implementation of different sales strategies
Branch Operations Manager
NCBA BANK
09.2015 - 09.2019
- Reduced staff turnover with effective training programs and employee support initiatives.
- Increased overall sales, implementing targeted marketing strategies and promotional campaigns.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Supervised a team of 6 employees, fostering a positive work environment and emphasizing professional growth.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
Customer Service Officer
NCBA BANK
12.2011 - 08.2015
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
Education
CERTIFICATE IN OPERATIONAL RISK MANAGEMENT (ORM) - OPERATIONAL RISK
PRMIA
09.2023
MBA - International Business
University of Nairobi
Nairobi, Nairobi Province, Kenya12.2013
Bachelor of Arts - Education
University of Nairobi
Nairobi12.2005
Skills
- Business Development
- Staff Development
- Operations Management
- Strong relationship management skills
- Interpersonal skills
- Proactive, resourceful and results-oriented
Accomplishments
· Awarded Best Customer Service Officer in March 2022 for outstanding service and featured in the monthly Go Star bulletin.
· Increased accounts receivables by 20% through collaboration with consumer banking manager
· Developed staff feedback program that resulted in better staff engagements and collaboration increasing branch productivity by 15%
Affiliations
- PRMIA
Certification
- Operational Risk Management, PRMIA - 12 Months
Timeline
Manager, Risk Assurance
NCBA BANK
10.2023 - Current
Branch Operations Manager
NCBA BANK
10.2019 - 09.2023
Branch Operations Manager
NCBA BANK
09.2015 - 09.2019
Customer Service Officer
NCBA BANK
12.2011 - 08.2015
CERTIFICATE IN OPERATIONAL RISK MANAGEMENT (ORM) - OPERATIONAL RISK
PRMIA
MBA - International Business
University of Nairobi
Bachelor of Arts - Education
University of Nairobi
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