Peter Masai

SWIFT and Card Operations Departments

Reporting to the Director, Shared Services, I am tasked with the following responsibilities in the various units

• In liaison with the Card Operations leadership, develop and implement of strategy touching on emerging technology related to plastic and digital card services in Kenya, Uganda, Rwanda, Tanzania, South Sudan and DRC
• Develop, manage, and monitor card operations; both digital and physical, with the aim of ensuring that the Bank remains competitive within the dynamic card and channel environment
• Drive customer acquisition, Card usage and retention strategies in liaison with the branch Network Business leaders and other support units
• Build strong collaboration with other Card industry players, Card Schemes (VISA/MC/CUP), Card processors, Personalization bureau, and vendors
• Develop AML strategies to counter AML/CFT exposures
• Audit and compliance engagements with Risk Teams and follow up of audit open issues for closure
• Co-ordinate and manage new product initiatives to ensure adherence to Policies, procedures, Mandatory card scheme requirements, and customer experience standards
• Digitize majority of Card Operations process to meet the Bank wide digital agenda
• Assess the sufficiency of the Business Continuity Plan as it relates to card processing
• Define and continuously monitor Card SLAs of service commitments both internally and externally

Leadership Qualities

• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked effectively in fast-paced environments.
• Paid attention to detail while completing assignments.
• Organized and detail-oriented with a strong work ethic.
• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.
• Learned and adapted quickly to new technology and software applications.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours across night, weekend, and holiday shifts.
• Passionate about learning and committed to continual improvement.
• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

Reporting to the General Manager, Shared Services, I was tasked with the following responsibilities

• Development and ensuring adherence to laid down Policies and Procedures regarding remittances for Kenya, Uganda, Rwanda, Tanzania, South Sudan and DRC
• Ensuring adherence to remittance SLAs for Equity Bank Group Banking Subsidiaries
• Supervision of staff to ensure no delays in executing outward or inward remittances from or to customer accounts
• Analyzing feedback from branches to identify product development needs and developing strategies to meet them
• Monitoring remittances in line with AML and CBK prudential guidelines and report on a daily basis to Senior Management
• Audit and compliance engagements with Risk Teams and follow up of audit open issues for closure
• Monitoring and control of departmental budget in collaboration with Finance dept
• Assessment and recommendation of training and skills upgrades for SWIFT Services Centre staff
• Setting annual departmental objectives for annual performance review
• Technical liaison with stakeholder departments and external service providers to ensure minimal system down-times
• Assess the sufficiency of the Business Continuity Plan as it relates to SWIFT Processes
• Milestones achieved in SWIFT Services Centre
• Automation of the outward SWIFT system in Core Banking Application for messages (Standard formats for MT103 - Forex TTs and RTGS) to be generated at branch, with the ACKs being sent via email automatically to the originating branch
• Automation of the Inward messages to achieve Straight Through Processing (STP) for both Forex TTs and RTGS – MTs 103, 102, 199 and 195
• Successful migration of operational modules for SWIFT from Finacle 7 to Finacle 10 in Nov 2013
• Automation of Back Office SWIFT/RTGS processes using the Branch Service Hub – completed for Kenya, Uganda, Rwanda, Tanzania, South Sudan and DRC

• Reporting to the section head, the position coordinates the execution of both customer remittances (inward and outward) and treasury messages (settlements), checking on the bank’s liquidity position while coordinating with external stakeholders like CBK and the SWIFT service provider. Managed an average of USD20M worth of remittances in a day
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Developed strong working relationships with staff, fostering a positive work environment.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Launched quality assurance practices for each phase of development

Manages the bank’s customer care department situated at the ATM lobbies for the alternate channel services and deliver customer delight

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Setting and monitoring the individual targets of the ABC champions on the various alternate channels rolled out by the bank
• Ensuring that the lobby is manned 24/7 – 7am – 5pm by bank staff and at night by the security and keep an updated occurrence book of the lobby
• Training and developing the ABC champions
• Cross sells bank products and other services to customers using the Auto branch
• Ensure channel availability 24/7

• Handling cash for deposits and withdrawals
• Outward and Inward Cheque posting
• Process fund transfers through RTGS, SWIFT and EFTs as per customer instructions
• Daily and monthly review of office accounts and reconciliations
• Perform daily reconciliations of the ATMs
• Salary processing on behalf of clients
• Preparing and writing weekly, monthly, semi-annual branch compliance reports
• Foreign Exchange Trading

Role Qualities

• Maintain and build close relationships with customers through regular contact and visits.
• Boost customer satisfaction levels with timely and effective resolution of concerns and inquiries.
• Lead successful marketing campaigns to drive new business acquisition and deepen existing client relationships.
• Contributed to the growth of the branch's assets under management by consistently meeting sales targets.
• Increase referral business by actively networking within the community and participating in local events representing the bank.
• Retain valuable customers by identifying opportunities for account expansion and addressing areas of concern before they escalated.

• Performed classroom evaluations to assess teacher strategies and effectiveness.
• Implemented innovative approaches to teaching and learning that improved student engagement and achievement levels.
• Defined and enforced student academic achievement standards in line with district goals and objectives.
• Evaluated curriculum materials for alignment with state standards, ensuring consistency across grade levels and subject areas.
• Monitored and evaluated educational programs to maintain high-quality performance objectives and standards.
• Managed budgets and resources efficiently to ensure optimal allocation of funds for school programs and initiatives.
• Spearheaded successful grant applications leading to increased funding for various school initiatives.