Njoki Kimani
Banker
Nairobi,30
Summary
Organized Team Leader that builds positive rapport inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
14
14
years of professional experience
22
22
years of post-secondary education
Work History
Acting Debt Recovery Manager
Consolidated Bank of Kenya Ltd
05.2024 - Current
- Identifying accounts requiring collection agencies or legal action and coordinate collections with external service providers.
- Enhancing customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-training existing employees to maximize team agility and performance.
- Liaising directly with clients, third parties and colleagues in other departments to maximize collections performance whilst ensuring good client outcomes.
- Submitting required reports to the Management Credit Committee& Early Alert Committee in a timely manner,while liaising with the Head of Credit for Board Credit Committee reports.
- Stakeholder management including various service providers like auctioneers, lawyers.
- Reviewing and following up both non-performing and performing accounts, ensuring agreed actions on accounts are at minimal cost.
- Accomplished multiple tasks within established timeframes.
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels
Team Leader Collections
Consolidated Bank of Kenya Ltd
06.2023 - 05.2024
- Corresponding with clients, service providers and departments to maximize collections performance whilst also ensuring excellent customer service and outcomes
- Increased debt recovery rates by implementing efficient collection strategies and maintaining strong communication
- Spearheaded and guided team collections in reducing accounts classified as bad debts, which typically erode profits due to allocation of necessary provisions
- Successfully limited bad debts to Kes.83M against Kes.225M(set half year target), resulting in substantial savings by minimizing monthly provision requirements in half year of 2024.The team is set to exceed its annual Early collections target
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise
- Analyzed portfolio trends to identify potential risks or areas requiring improvement departmentally
- Enhanced company reputation for effective debt recovery through consistent, professional interactions with both debtors and creditors.
Branch Operations and Customer Service Officer
Consolidated Bank of Kenya Ltd
09.2017 - 06.2023
- Developed and maintained thorough knowledge of the company and all its products through cross selling of bank
- Utilized problem-solving skills to identify customer issues and develop creative solutions to meet customer needs
- Delivered tailored customer service that significantly elevated customer satisfaction ratings, leading to recognition as the top-performing staff for excellent customer service at the branch in 2022 and top branch wide
- Provided excellent and world class customer experience to over 300 customers on a daily basis, resulting in a satisfaction rate of 85% against a target of 80%
- Promptly addressed customers' pain points within the team's scope
- Followed-through on all critical branch escalations to increase customer retention rates
- Followed up with customers about resolved/unresolved issues to maintain high standards of customer service
- Trained new employees on branch procedures and customer service best practices.
Cash Operations Officer
Consolidated Bank
09.2020 - 03.2023
- Maintained teller limits, sufficiency of teller cash and trained new tellers ensuring that bank's acceptable levels of proficiency that is serving customers for 3 minutes maximum as turn around time are achieved
- Reduced branch's expenditure by minimizing amount of repatriation charges by always staying within limits of Kes.62Million per operations policy
- Maintained accurate cash balances by diligently counting currency and regular snap checks
- Improved customer service by efficiently processing cash transactions and providing prompt service
- Strengthened internal controls by adhering to company policies and regulatory guidelines during cash handling activities
- Supported branch operations by conducting regular audits of cash tills and vaults, ensuring accuracy and compliance
- Ensured seamless customer experience through accurate processing of large volume cash transactions during peak hours
- Managed ATM servicing tasks such as replenishing funds, troubleshooting issues, and coordinating maintenance support when needed
- Oversaw liquidity and cash management operations
- Evaluated suppliers to maintain cost controls and improve operations.
Debt Recovery Officer
Consolidated Bank of Kenya Ltd
04.2016 - 09.2017
- Developed successful relationships with sensitive clients or clients categorized as negative encouraging their good will towards settling arrears and developing positive outcomes such as loan restructures, full and final settlements and out of court settlements for matters in court
- Undertook and followed-up clients for timely remediation of allocated collections portfolio by taking appropriate collection actions in line with policy guidelines
- Effectively and constantly communicated and negotiated with customers on their past due facilities while ensuring that subsequent actions on facilities, if required, are not unduly delayed
- Identified and escalated collection exceptions on own portfolio to reporting line that required approval or consideration of alternative collection actions.
Trade Finance Clerk
Consolidated Bank
03.2014 - 04.2016
- Processed incoming and outgoing funds via the Swift System and Core-banking systems both local and international within set timelines
- Prepared daily, monthly and weekly reports as required by Central Bank of Kenya as tools of gauging foreign currency movement and bank's exposure against its core capital within set timelines
- Processed bank wide reconciliations on money gram and western union accounts daily
- Processed transactions for bank's treasury unit as their back office
- Enhanced value creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
Bank Teller
Consolidated Bank of Kenya Ltd
03.2011 - 03.2014
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information as part of kyc(know your customer)
- Provided exceptional customer service, resulting in increased client retention and loyalty by serving customers efficiently in 3 minutes per set targets
- Balanced cash drawers accurately, minimizing discrepancies and financial losses resulting from cash shortages
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Adhered to all bank policies, operating manuals, service quality standards and code of conduct for smooth workflow
- Enhanced branch sales through cross-selling bank products and services to customers.
Direct Sales Representative
Consolidated Bank of Kenya Ltd
02.2010 - 03.2011
- Increased sales revenue by identifying and targeting high-potential accounts
- Expanded customer base through cold calling, networking, and relationship building
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service
- Generated additional sales opportunities with upselling and cross-selling techniques
- Attended trade shows to represent company products, generate leads, and network with potential clients
- Managed customer accounts to secure customer satisfaction and repeat business.
Education
Master of Business Administration - Strategic Management
University of Nairobi
Nairobi 09.2012 - 12.2017
Certification - CPA(Certified Public Accountant)
Summit Business School
Nairobi 07.2004 - 12.2016
Bachelor of Education-Arts - Business Studies And Economics
University of Nairobi
Nairobi 09.2005 - 09.2009
Skills
Customer Service Skills
Leaderships Skills
Strong Communication Skills
Problem Solving Skills
Data Analysis skills
Negotiation Skills
Team Leadership
Operations Management
Timeline
Acting Debt Recovery Manager
Consolidated Bank of Kenya Ltd
05.2024 - Current
Team Leader Collections
Consolidated Bank of Kenya Ltd
06.2023 - 05.2024
Cash Operations Officer
Consolidated Bank
09.2020 - 03.2023
Branch Operations and Customer Service Officer
Consolidated Bank of Kenya Ltd
09.2017 - 06.2023
Debt Recovery Officer
Consolidated Bank of Kenya Ltd
04.2016 - 09.2017
Trade Finance Clerk
Consolidated Bank
03.2014 - 04.2016
Master of Business Administration - Strategic Management
University of Nairobi
09.2012 - 12.2017
Bank Teller
Consolidated Bank of Kenya Ltd
03.2011 - 03.2014
Direct Sales Representative
Consolidated Bank of Kenya Ltd
02.2010 - 03.2011
Bachelor of Education-Arts - Business Studies And Economics
University of Nairobi
09.2005 - 09.2009
Certification - CPA(Certified Public Accountant)
Summit Business School
07.2004 - 12.2016
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