Maureen Nabwire Oyugah
Banker
Nairobi,44599
Summary
A dynamic and motivated banker with hands-on experience in office administration. Possessing a talent for navigating challenges and finding effective solutions, have strong administrative skills and a proactive approach. Always ready to take on new tasks and exceed expectations, known for adaptability, creativity, and results-oriented mindset. Consistently meets and surpass set objectives, committed to making meaningful contributions and advancing organizational goals. Dedicated to driving success in any role undertaken.
Overview
14
14
years of professional experience
11
11
years of post-secondary education
Work History
Assistant Branch Manager, Operations
NCBA Bank Plc
Homa Bay, Homa Bay District
12.2023 - Current
- Ensured compliance with industry regulatory requirements regarding account maintenance and financial transactions and internal operations controls, processes & procedures by ensuring that all staff adhered to policies and procedures.
- Ensured compliance with security & processes and risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers' assets
- Identified, documented, controlled, assessed and managed risks at departmental level to ensure safety of staff, customers and assets and ensured zero disruption of business.
- Assisted in formulation of annual budgetary plans, ensuring that resource allocation decisions were made with an eye on maximizing overall branch profitability.
- Enhanced office safety by coordinating update of emergency response procedures.
- Improved employee onboarding experience by creating detailed orientation program.
- Provided ongoing training for new hires as well as refresher courses for existing staff members for continued professional development.
- Strengthened internal controls, resulting in a marked reduction in instances of fraud and other forms of financial malfeasance.
- Ensured staff had requisite IT tools and profiles to execute their day-to-day duties
- Promptly authorized customers' cash and cheque transactions.
- Prevented exposure to and impact of risks associated with bank transactions
- Achieved a ‘Satisfactory/Acceptable' audit rating through continuous assessment and prompt closure of all audit exceptions sighted
- Ensured myself and my team remained alert money laundering risks and made efforts to combating it by adhering to key principles in relation to: “identifying customers, knowing our customers, reporting suspicious transactions, safeguarding records and not tipping off customers
- Engaged vendors and service providers to ensure that premise repairs and maintenance were done when need arose and periodically as scheduled to ensure that brand standards are maintained and SOP in regards to service providers are followed
- Attended to all customer queries (written, verbal or telephone) and offer appropriate intervention to conclusion
- Maintained and enhanced communications with relationship managers and customers to facilitate smooth flow of information and foster co-operation
- Ensured a high level of customer service was maintained at all times by managing customer queues, monitoring daily operations and advising departmental and regional heads accordingly
- Ensured effective management of all departmental costs costs (overtime, CIT, consumables, utilities etc.) through ensuring that expenditure did not go above budget allocations.
- Identified knowledge gaps and liaised with HR team to identify resource needs, manage staff training and development needs, leave and loan requests
- Spearheaded formulation of a succession plan for key roles including proper training of staff to ensure all roles were well aligned with organizational objectives
- Oversaw management, successful completion, handover and set up of two new bank projects in two different new markets
- Enhanced premise security by making sure bank had known security guards from contracted vendors/security firms at all times.
- Saw to it that physical security systems were always up and running (cctv, alarm system, overrides and mantraps) and linked up with security firms for maintenance and repairs
- Secured physical assets against unauthorized access, ensured assets were well maintained and in good working condition.
- Reduced departmental costs by implementing effective cost control strategies and monitoring budgets closely and controlled petty cash usage to avoid wastage and sought approval for unavoidable excesses
- Managed daily branch operations , oversaw transaction processing and financial reconciliations to maintain accuracy
- Conducted regular periodic snap checks of banking operations, ensuring compliance with regulatory standards and internal policies
- Oversaw customer transition to digital banking platforms, and guided them through the change and supporting digital literacy
- Enhance customer service protocols that lead to reduction in customer complaints regarding transaction handling
- Analyze transaction patterns to identify fraudulent activity, implementing preventive measures to protect assets
- Supervised a team of banking professionals, providing training and development to enhance performance standards
- Provided decisive leadership during crisis situations, minimizing impact on operations and maintaining stakeholder confidence
- Maintained up-to-date knowledge of banking regulations, ensuring all operations were conducted in legal compliance
- Delivered comprehensive and supportive customer service to all clients using exceptional customer service skills
- Provided dependable compliance advice, offered support and training to staff on RCSA,BCP and risk analysis for regulatory continuity
- Conducted due diligence on customers, obtaining various records to demonstrate suitability for loan applications
- Reported regulatory breaches, managed and resolved incidents effectively and efficiently
- Managed bank reconciliations with accuracy and care, providing reliable internal accounts and vault EOD balancing
- Forged strong working relationships with individual and commercial customers
- Guaranteed branch-wide compliance to industry regulations and legal requirements by all departments
- Monitored staff performance, conducting periodic appraisals and outlining personal objectives
- Achieved optimal resource use through budget, expenditure and allocation controls
- Led daily, weekly and monthly team meetings to discuss progress, address issues, and plan future strategies
- Resolved customer complaints promptly, maintaining high levels of satisfaction and loyalty
- Implemented new and updated workflow processes that resulting in increase in team productivity
- Managed a team of direct reports, driving performance through regular coaching and feedback sessions
- Mentored junior managers, guiding their professional development and preparing them for leadership roles
- Ensured compliance with legal and regulatory requirements, minimizing risk to the company
- Organized team-building events that improved morale and strengthened working relationships
- Championed sustainability initiatives, reducing environmental impact and enhancing NCBA's green credentials
- Prepared operational reports and responded to operational queries to update supervisors with developments
- Inspect equipment and systems to identify issues and report problems for repair
- Resolved conflicts between team members to maintain group harmony and productivity
- Leave scheduling, management and approval for my direct reports
- Arrange for/attend and chair departmental meetings on in-house matters daily morning rhythms and ensure minutes are captured for reference
- Trained staff on policies, processes and procedures and discussed policy updates and amendments for adoption and adherence in day to day work
- Ensured staff handled and processed confidential information with utmost care, keenness while adhering to data protection guidelines
- Supervised and ensured customer instructions are properly filed and archived/securely transported to archival sites
- Followed -up on payments processing for vendors and other service providers(water companies, electricity supplier, landlords and local merchants) upon invoice confirmation
- Authorized decentralized and centralized procurement requisitions for my department's stationery and office equipment, repatriation of obsolete stationery and equipment back to central requisition center at HQ
- Supervised office cleaning, premise and equipment repairs and maintenance, asset movement and physical security
- Line managing 7 direct reports and through HR renewal ERP system by ensuring objectives are set as per their roles, reviewing and authorizing their appraisals for final consumption by HR
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations and storage areas.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Conducted performance evaluations and provided constructive feedback to employees.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed confidential documents, safeguarding company information while maintaining strict adherence to privacy protocols.
- Served as a liaison between employees and management to address concerns or issues promptly.
- Coordinated scheduling for meetings and appointments, ensuring optimal use of time and resources.
Branch Operations Officer
NCBA Bank Plc,
Kakamega, Kakamega District
07.2021 - 11.2023
- Oversaw overall service delivery standards by ensuring each staff adhered to NCBA way and set standards of service delivery
- Addressed customer concerns, issues, complaints and questions regarding NCBA Bank products and services through face to face, email and phone interactions
- Chaired weekly and monthly meetings/trainings with branch staff to review service standards, feedback from customers, emerging service issues and set weekly service rhythm
- Worked with quality assurance and audit teams to close on branch service gaps identified and raised in service audit reports
- Made sure branch staff handled and closed customer complaints and issues within set SLAs
- Managed daily operations, ensuring smooth and efficient branch functioning.
- Ensured compliance with operational, security, controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers' assets
- Ensured adherence to all KYC & AML processes with regards to new business and acceptable TAT is observed at all times
- Improved customer loyalty, satisfaction and retention by ensuring customers were able to rate services received at my branch at all service points i.e. ATM, front office, cashiering area and business team service points
- Ensured staff understood bank products and worked professionally by carrying out monthly trainings on products and NCBA values
- Greeted and welcomed customers and identified and addressed customers' needs and advised on bank's products and services accordingly
- Helped customers to open and manage personal and business accounts
- Supported customers with daily banking, including cash, card, and cheque handling
- Took full ownership of customers' queries through to resolution
- Supporting new colleagues joining NCBA Bank Plc
- Constantly looked for ways to Surprise and Delight our customers
- Captured all customers' complaints and ensured client issues were logged in and updated in CRM
- Achieved ‘Satisfactory/Acceptable' audit rating through continuous assessment and prompt closure of all audit exceptions sighted
- Chaired weekly operational meetings to cascade top management's messages and communication to branch staff.
- Updated reports, managed accounts, and generated reports for company database.
- Improved communication within organization through regular updates on policies, procedures, and key events.
- Enhanced overall office productivity through effective staff management and coordination of daily tasks.
- Supervised and guided at least 7 new employees and responded quickly to questions to improve understanding of job responsibilities.
- Ensured compliance with industry regulations by maintaining up-to-date knowledge of requirements and monitoring adherence to guidelines.
- Boosted employee morale by addressing concerns promptly and fostering a positive work environment.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Trained and supervised 7 bank employees and 6 support staff on office policies and procedures.
- Increased customer service success rates by quickly resolving issues.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed paper filing system by routing various documents, taking messages and managing incoming and outgoing mail.
- Established administrative work procedures to track staff's daily tasks.
Branch Operations Assistant
NCBA Bank Plc
Kitale, Trans Nzoia District
10.2019 - 06.2021
- Facilitated foreign currency transactions, including exchanges and transfers, with attention to detail and accuracy
- Processed customer transactions accurately and efficiently, including deposits, withdrawals, and transfers
- Managed ATM transactions, including reloading cash, troubleshooting issues, and reconciling discrepancies
- Detected and reported suspicious activities to prevent fraud and protect customer assets
- Complied with bank policies, procedures, and regulatory requirements to maintain operational integrity
- Maintained up-to-date knowledge of banking products, services, and best practices through continuous learning
- Conducted daily balancing of cash drawer, ensuring accuracy in transactions and reporting any variances
- Monitored queues and customer flow to reduce wait times and improve service efficiency
- Assisted in opening and closing of accounts, guiding customers through paperwork and verification processes
- Contributed to maintenance of a safe and secure banking environment, following security protocols
- Educated customers on online and mobile banking services, promoting digital adoption for convenience
- Delivered exceptional customer service, resolving queries and complaints to ensure satisfaction
- Collaborated with team members to achieve branch targets, participating in meetings and training sessions
- Engaged in cross-selling activities, contributing to departmental financial goals and customer satisfaction levels
- Prepared and submitted daily reports on transactions, discrepancies, and customer feedback to management
- Supported implementation of new banking systems and processes, providing feedback for improvement
- Maintained confidentiality of customer information, adhering to data protection regulations
- Adhered to strict financial and customer data guidelines to avoid breaches and information misuse
- Verified amounts and endorsements on cheques and examined cash to prohibit acceptance of counterfeit bills
- Eliminated errors when balancing cash machine transactions, teller cash dispensers and teller cash recyclers
- Received cash and cheques for deposit, verified amounts and endorsements, and examined for counterfeit bills
- Verified identification account balances while cashing cheques
- Remained composed and professional even in high-stress situations when serving customers
- Answered customer queries about product prices, product availability and service changes
- Guided customers to make financial decisions with sound advice
- Recommended bank products and services to current and prospective customers
- Ordered new cheques for customers with desired format and design
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction
- Listened to customer feedback and followed-up on complaints to help improve satisfaction levels
- Managed incoming and outgoing mail
- Collected departmental equipment and stationery needs/orders and placed requisition orders for replenishment
- Received and arranged ordered stationery and equipment appropriately as per need
- Manually and digitally archived used up stationery and confidential client documents for ease of retrieval
- Returning of over stocked and archived stationery to head office
- Helped diaspora customers to conveniently transact on mobile apps thus easing the process of sending monies to their families back at home
- Surpassed annual retail cards and accounts sales for three consecutive years
- Ensured maintenance of optimum levels of critical stationery by properly tracking usage and need to enable smooth running of branch business.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained inventory of office supplies and placed orders.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Contributed to a positive work environment by offering friendly assistance to colleagues when needed thus promoting teamwork.
- Assisted in development of office procedures and training materials, resulting in increased staff efficiency.
- Safeguarded confidential information by maintaining organized filing systems for both physical and digital records.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Handled incoming and outgoing mail.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Increased customer service success rates by quickly resolving issues.
- Documented weekly and monthly meeting minutes and sent to management for review and action thus resulting to enhanced meeting productivity.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Took stock of available items and placed requisition orders for replenishment
- Coordinated closely with logistics teams to expedite stationery and equipment requisitions as needed, reducing delays in receiving critical goods or materials.
- Managed close to 20 incoming calls, 30 emails and faxes per day from both internal and external customers.
- Conducted spend analysis to identify cost-saving opportunities.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Branch Operations Assistant
NIC Bank Plc
Eldoret, Uasin Gishu
08.2014 - 09.2019
- Managed approximately 60 incoming calls, emails and faxes from customers.
- Facilitated foreign currency transactions, including exchanges and transfers, with attention to detail and accuracy
- Processed customer transactions accurately and efficiently, including deposits, withdrawals, and transfers
- Managed ATM transactions, including reloading cash, troubleshooting issues, and reconciling discrepancies
- Detected and reported suspicious activities to prevent fraud and protect customer assets
- Complied with bank policies, procedures, and regulatory requirements to maintain operational integrity
- Maintained up-to-date knowledge of banking products, services, and best practices through continuous learning
- Conducted daily balancing of cash drawer, ensuring accuracy in transactions and reporting any variances
- Monitored queues and customer flow to reduce wait times and improve service efficiency
- Assisted in opening and closing of accounts, guiding customers through paperwork and verification processes
- Contributed to maintenance of a safe and secure banking environment, following security protocols
- Educated customers on online and mobile banking services, promoting digital adoption for convenience
- Delivered exceptional customer service, resolving queries and complaints to ensure satisfaction
- Collaborated with team members to achieve branch targets, participating in meetings and training sessions
- Engaged in cross-selling activities, contributing to departmental financial goals and customer satisfaction levels
- Prepared and submitted daily reports on transactions, discrepancies, and customer feedback to management
- Supported implementation of new banking systems and processes, providing feedback for improvement
- Maintained confidentiality of customer information, adhering to data protection regulations
- Adhered to strict financial and customer data guidelines to avoid breaches and information misuse
- Verified amounts and endorsements on cheques and examined cash to prohibit acceptance of counterfeit bills
- Eliminated errors when balancing cash machine transactions, teller cash dispensers and teller cash recyclers
- Received cash and cheques for deposit, verified amounts and endorsements, and examined for counterfeit bills
- Verified identification account balances while cashing cheques
- Remained composed and professional even in high-stress situations when serving customers
- Answered customer queries about product prices, product availability and service changes
- Guided customers to make financial decisions with sound advice
- Recommended bank products and services to current and prospective customers
- Ordered new cheques for customers with desired format and design
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction
- Listened to customer feedback and followed-up on complaints to help improve satisfaction levels
- Managed incoming and outgoing mail
- Collecting departmental stationery needs/orders and placing requisition orders for replenishment
- Received and arranged ordered stationery appropriately as per need
- Manually and digitally archived used stationery and confidential client documents for ease of retrieval
- Returning of over stocked and archived stationery to head office
- Helped diaspora customers to conveniently transact on mobile apps thus easing th process of sending monies to their families back at home
- Surpassed my annual retail cards and accounts sales for three consecutive years
- Ensured maintenance of optimum levels of critical stationery by properly tracking usage and need to enable smooth running of the branch business.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained inventory of office supplies and placed orders.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Contributed to a positive work environment by offering friendly assistance to colleagues when needed, promoting teamwork within the office setting.
- Assisted in the development of office procedures and training materials, resulting in increased staff efficiency.
- Safeguarded confidential information by maintaining organized filing systems for both physical and digital records.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Handled incoming and outgoing mail.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Increased customer service success rates by quickly resolving issues.
- Documented weekly and monthly meeting minutes and sent to management for review and action thus resulting to enhanced meeting productivity.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Took stock of available items and placed requisition orders for replenishment
- Coordinated closely with logistics teams to expedite stationery and equipment requisitions as needed, reducing delays in receiving critical goods or materials.
- Conducted spend analysis to identify cost-saving opportunities.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Ag. Customer Experience Officer
NIC Bank
Kitale, Trans Nzoia District
04.2018 - 12.2018
- With guidance from senior customer service officers, oversaw overall service delivery standards by ensuring each staff adhere to service delivery charter.
- Addressed customer concerns, issues, complaints and questions regarding NIC Bank products and services through face to face, email and phone interactions
- Used various Customer Relationship Management (CRM) platforms to raise and resolve complex customer needs with relevant departments within NIC bank
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Received and acted upon over 50 incoming calls and emails both from customers and staff members.
- Maintained up-to-date knowledge of company policies, products, and services to effectively address customer questions and concerns.
- Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
- Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores (95%).
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
Internal Auditor
St. Ann's College
Kisii, Kisii District
05.2013 - 10.2013
- Contributed to development of the organization's internal audit strategy and objectives
- Analyzed internal controls, recommending improvements for enhanced efficiency
- Conducted comprehensive financial audits to identify discrepancies and improve financial accuracy
- Performed follow-up audits to assess the implementation of recommended changes in over 8 satellite colleges.
- Participated in cross-departmental meetings to understand business processes fully
- Analyzed operational procedures to identify inefficiencies and recommend improvements
- Monitored compliance with regulatory requirements to safeguard organizational integrity
- Reviewed procurement and expenditure procedures to detect and prevent fraud
- Assisted in designing and executing internal audit plan, establishing procedures for identifying and flagging risks during audit process
- Determined audit scope, completed internal audits and managed insights and actions
- Provided constructive suggestions and recommendations to managers to improve execution of their roles and responsibilities
- Completed audits to pre-agreed timescales, maintaining high quality professional and departmental standards
- Collected, analyzed and reviewed documentation from previous reports to inform ongoing audit
- Reviewed internal controls and identified potential control system and process weaknesses requiring attention and resolution
- Achievements: Improved student fee updating by ensuring same day issuance of receipts to avoid confusion and miss posting
- Reported and curbed rampant fraud in the college
Research assistant
Transparency International
01.2013 - 04.2013
- Collected public views on issues affecting the Kenyan people i.e the state of the economy, governance and politics
- Engaged with research participants, building rapport to facilitate the collection of high-quality data
- Maintained comprehensive records of data collection activities, ensuring accuracy and reliability of information
- Conducted thorough quality checks on collected data to ensure accuracy and completeness
- Conducted field research by collecting data from various sources to support project objectives
- Utilized advanced data collection techniques, including surveys and interviews, to gather accurate information
- Kept data secure and followed proper procedures for uploading and transmitting information
- Achievements: Accurate data collection
- Data collected reflected the actual situation on the ground
- (In 2002 pre-election data collection all presidential candidates got the exact vote percentage as that of my study respondents)
Research assistant
Lake Victoria North Water Services Board
01.2013 - 03.2013
- Collected customer views on the quality of the water they are supplied with
- Engaged with research participants, building rapport to facilitate the collection of high-quality data
- Maintained comprehensive records of data collection activities, ensuring accuracy and reliability of information
- Conducted thorough quality checks on collected data to ensure accuracy and completeness
- Conducted field research by collecting data from various sources to support project objectives
- Utilized advanced data collection techniques, including surveys and interviews, to gather accurate information
- Kept data secure and followed proper procedures for uploading and transmitting information
- Achievements: Managed to collect required data within a short period of time thus saved time for the company.
Undergraduate Student Intern
Bungoma District Treasury
05.2012 - 08.2012
- Effectively managed the department's petty cash expenditure.
- Maintained the departmental vote book vote book with accurate and reliable data
- Promptly made cash and cheque deposits
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Developed strong communication skills by presenting findings in team meetings and collaborating on group projects.
- Expanded professional network by actively engaging with colleagues and mentors within the organization, fostering valuable connections for future career opportunities.
- Participated in workshops and presentations related to projects to gain knowledge.
Undergraduate Intern
National Bank of Kenya
Busia, Busia District
05.2011 - 08.2011
- Handled customer enquiries and escalated technical client issues to responsible staff.
- Managed departmental mail by receiving and distributing incoming email and sending outgoing mail to various recipients
- Served as a valued member of the bank's internship program, consistently receiving positive feedback from supervisors and colleagues.
- Enhanced customer satisfaction by efficiently addressing and resolving banking inquiries.
- Increased account openings by delivering informative presentations on various banking products during outreach events at local universities and businesses.
- Elevated teamwork within the branch through active engagement in team-building activities designed to improve productivity levels.
- Supported management in preparing comprehensive reports for review in staff meetings, enabling data-driven decision-making processes within the branch operation.
- Processed applications for new accounts.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Calculated fees due, interest and change for customer transactions.
- Referred customers to other banking departments for specialized services.
- Documented minutes meetings held.
Education
Master of Science - Project Management
Jomo Kenyatta University of Agriculture And Technology
Thika, 30 01.2016 - 06.2019
BBA - Business Management
Masinde Muliro University of Science And Technology
Kakamega, 11 01.2009 - 01.2013
High School Diploma -
Nangina Girls' High School
Busia 01.2006 - 12.2007
High School Diploma -
The Kenya High School
Nairobi, 30 01.2003 - 12.2004
Skills
Operations report writing
Accomplishments
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Repeatedly received recognition from superiors for excellence in service.
- Supervised team of 8 staff members.
- Documented and resolved risks which led to business continuity with minimal disruptions.
- Event Planning - Successfully planned and executed corporate meetings, lunches and special events for groups of 100+ employees and customers.
- Updated and maintained company database to reflect current and accurate client records for more than 4,000 accounts.
- Training - Responsible for training all new employees to ensure continued quality of customer service.
- Computer Proficiency - Created PowerPoint presentations that were successfully used for orienting and onboarding new staff.
- Recognized by customers and managers for expedient and effective service.
- Managed the branch operations activities.
- Oversaw the construction and setting up of the Kakamega and Homa Bay projects, resulting in two new branches in new target markets.
- Successfully resolved more than 5 customer issues per day.
- Human Resources - Recorded and filed employee job descriptions and annual evaluation information.
- Coordinated weekly and monthly branch team meetings and drafted agendas to increase meeting efficiency.
- Managed inventory and office budgeting for supplies for busy office of 13 employees.
- Positioned as key personnel to transfer static customer data from hard copy into new digital database.
- Assisted management with the training of 15 new staff members.
- Advanced from branch operations officer to manager of operations in less than two years
- Scheduling - Organized vendor and contractor schedule for premise repairs and maintenance.
- Inventory Management - Managed inventory and office budgeting for supplies for busy office of 18.
- Investigated, identified and reconciled account discrepancies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLanguages
English
Upper intermediate (B2)
Swahili
Bilingual or Proficient (C2)
Timeline
Assistant Branch Manager, Operations
NCBA Bank Plc
12.2023 - Current
Branch Operations Officer
NCBA Bank Plc,
07.2021 - 11.2023
Branch Operations Assistant
NCBA Bank Plc
10.2019 - 06.2021
Ag. Customer Experience Officer
NIC Bank
04.2018 - 12.2018
Master of Science - Project Management
Jomo Kenyatta University of Agriculture And Technology
01.2016 - 06.2019
Branch Operations Assistant
NIC Bank Plc
08.2014 - 09.2019
Internal Auditor
St. Ann's College
05.2013 - 10.2013
Research assistant
Transparency International
01.2013 - 04.2013
Research assistant
Lake Victoria North Water Services Board
01.2013 - 03.2013
Undergraduate Student Intern
Bungoma District Treasury
05.2012 - 08.2012
Undergraduate Intern
National Bank of Kenya
05.2011 - 08.2011
BBA - Business Management
Masinde Muliro University of Science And Technology
01.2009 - 01.2013
High School Diploma -
Nangina Girls' High School
01.2006 - 12.2007
High School Diploma -
The Kenya High School
01.2003 - 12.2004
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