Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LOISE NDIRANGU

Banking and Operations Management
Nairobi, Nairobi Province

Summary

Operations professional with strong grasp of process optimization, strategic planning, and project management. Known for effective team collaboration and delivering consistent results in dynamic environments. Adept at improving operational efficiency, managing cross-functional teams, and adapting to evolving business needs. Recognized for leadership, problem-solving abilities, and excellent communication skills.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Branch Operations Lead

Absa Bank Kenya PLC
10.2022 - Current
  • Directing activities to implement the bank's policies, procedures and practices concerning customer onboarding and lending.
  • Diligently working together with the branch manager by coordinating initiatives aimed at gathering feedback from customers on service standards.
  • Providing powerful leadership in the branch while establishing a high-performance culture among the branch teams through supervision, scheduling work hours and resolving conflicts leading to more cohesion and greater teamwork.
  • Timely returns on all management reports including ensuring that snap checks are undertaken strictly as per the laid down bank procedures.
  • Coordinating with other branch staff in running the customer service initiatives during customer service week
  • Interpreting periodic data and preparing customer reports to drive strategic decisions by the customer and management.
  • Upselling additional products e.g. loans and credit cards and other solutions to existing customers which led to us getting referral clients.
  • Managing the end-to-end customer account creation process on the banking system.
  • Responsible for branch cash planning to ensure adequate cash is held to always meet over-the-counter/ATM customer needs; and cash in transit costs are managed appropriately.
  • Ensuring keys and combination process is always adhered to by all key holders
  • Managing, processing, issuing, and authorization of Card & Pin, Cards (Debit, Credit, and Prepaid), Mandates, Dormant accounts, Deceased accounts, and Automated account openings.
  • Ensure timely maintenance of all Equipment including ATMs, Time Locks, Intrusion Detection Systems, Note counters, Swipe readers, and Thermal Printers within the branch to minimize downtime.
  • Scanning and tracking of processed customer instructions to the processing Centre to ensure the set turnaround time is met.
  • Management and reconciliation of controlled stationery to eliminate customer inconveniences and control gaps.
  • Identify thematic customer issues and root causes and in conjunction with the Branch Manager and Branch Operations Lead come up with SMART actions to address the identified issues.
  • Ensure that customer onboarding is seamless, well organized, and comprehensive, and work in partnership with the Accounts management team
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Training new Tellers on cash register operations including opening, conducting customer transactions, and balancing drawers.
  • Submitting loan applications to the loan underwriter for verification and recommendation.
  • Responding to customer requests for products, services, and company information.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Analyzing data/reports to identify opportunities and areas for improvement.

Customer Experience Executive

Absa Bank Kenya PLC
03.2022 - 09.2022
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
  • Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
  • Established a customer feedback system, allowing for continuous improvement in service delivery.
  • Managed high-profile client accounts, ensuring consistent delivery of exceptional service levels.
  • Coordinated cross-functional teams to address complex issues impacting the overall customer journey holistically.
  • Conducted regular performance reviews with team members, fostering professional development and improved service quality.
  • Streamlined communication between departments to ensure timely resolution of customer inquiries and concerns.
  • Analyzed data on customer interactions to identify trends and areas for improvement, leading to increased customer loyalty.

Compliance Officer

Barclays Bank of Kenya
12.2018 - 02.2022
  • Effectively resolved customer pain points and reviewed clients' feedback on customer surveys to improve customer experience.
  • Proactively did a Risk assessment and management of Politically Exposed Persons (PEPs) and other high-risk clients and was aware of appropriate escalation, especially for Enhanced Due Diligence (EDD).
  • Branch digitization and robotics champion charged with training and ensuring the smooth transition to the new systems.
  • Records management including verification and archiving of customer instructions as per the set standards and procedures.
  • Processing SWIFT and RTGS transfers within the set service-level agreements.
  • Providing feedback to the line manager and ensuring that changes to the customer instructions handling processes are implemented accurately.
  • Overseeing the tellers on duty ensures excellent customer service while ensuring accurate transaction postings through daily transaction reviews as well as handling transactional queries emanating from the tellers.
  • Efficiently handled the cash management task involving cash holding limits observation leading to a considerable reduction in cash holding costs and risks through repatriation.
  • Effectively ordered, issued, and reconciled controlled stationery including cards, cheque books, and drafts.
  • Manual and electronic authorization as per the set-out cash operational limits while making the payment or not pay decisions.
  • Effectively managed the teller shifts whilst ensuring seamless and efficient customer service.
  • Accurately processed SWIFT and RTGS transfers within the set service-level agreements, as well as vetting and approving salaries and stop cheque instructions.
  • Ensuring timely returns for the cash management reports and the monthly scorecard as well as any other report as required.
  • Supervised and coordinated all the activities within the branch including staff (teller) appraisal, performance development plans, and allocation of duties.
  • Cross-selling of additional banking products and services based on customer cues.
  • Contributed to the bank's bottom line through cross-selling of additional banking products based on customer cues.

Customer Service Executive (Vault Management)

Barclays Bank of Kenya
12.2012 - 11.2018
  • Overseeing the tellers on duty ensures excellent customer service while ensuring accurate transaction postings through
    daily transaction reviews as well as handling transactional queries emanating from the tellers.
  • Efficiently handled the cash management task involving cash holding limits observation leading to a considerable
    reduction in cash holding costs and risks through repatriation.
    • Effectively ordered, issued, and reconciled controlled stationery including cards, cheque books, and drafts.
    • Manual and electronic authorization as per the set-out cash operational limits while making the payment or not pay
    decisions.
    • Effectively managed the teller shifts whilst ensuring seamless and efficient customer service.
    • Accurately processed SWIFT and RTGS transfers within the set service-level agreements, as well as vetting and
    approving salaries and stop cheque instructions.
    • Ensuring timely returns for the cash management reports and the monthly scorecard as well as any other report as
    required.
    • Supervised and coordinated all the activities within the branch including staff (teller) appraisal, performance
    development plans, and allocation of duties.
    • Cross-selling of additional banking products and services based on customer cues.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.


Banking Hall Executive

Barclays Bank of Kenya
12.2009 - 11.2012

Teller/ Branch Cashier

Barclays Bank of Kenya
07.2008 - 11.2009

Tutor

The Tutors Company Limited
03.2008 - 07.2008

Education

Certified Public Accoutant of Kenya (CPAK) - Accounting And Finance

Visions Institute of Professionals
Nairobi, Nairobi Province, Kenya
04.2001 -

MBA - Strategic Management

Moi University
Nairobi, Nairobi Province, Kenya
04.2001 -

Bachelor of Education - Geography And Mathematics

Moi University
Eldoret, Uasin Gishu, Kenya
04.2001 -

Skills

Acknowledgment of customer needs

Certification

Financial Crime: Processes and Technology | Udemy | 2025

Timeline

Financial Crime: Processes and Technology | Udemy | 2025

01-2025

Branch Operations Lead

Absa Bank Kenya PLC
10.2022 - Current

Customer Experience Executive

Absa Bank Kenya PLC
03.2022 - 09.2022

Compliance Officer

Barclays Bank of Kenya
12.2018 - 02.2022

Customer Service Executive (Vault Management)

Barclays Bank of Kenya
12.2012 - 11.2018

Banking Hall Executive

Barclays Bank of Kenya
12.2009 - 11.2012

Teller/ Branch Cashier

Barclays Bank of Kenya
07.2008 - 11.2009

Tutor

The Tutors Company Limited
03.2008 - 07.2008

Certified Public Accoutant of Kenya (CPAK) - Accounting And Finance

Visions Institute of Professionals
04.2001 -

MBA - Strategic Management

Moi University
04.2001 -

Bachelor of Education - Geography And Mathematics

Moi University
04.2001 -

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LOISE NDIRANGUBanking and Operations Management