Sarah Muthoni Gathenya
Meru
Summary
Highly personable and industrious banker with extensive knowledge and experience in the banking industry. Proven track record of establishing valuable relationships with clients and innovating business solutions to challenging dynamics, resulting in profitable outcomes. Adept at utilizing financial technology to manage accounts and maintain customer experience. Strong analytical skills and up-to-date knowledge of current banking, financial, and accounting trends. Seeking a career that allows utilization of full potential, creativity, and strategic decision-making abilities in the dynamic world of finance. Accomplished Branch Operations Manager with a demonstrated track record of success in bank leadership positions. Well-versed in industry standards and best practices to optimize operations for long-term business success. Highly effective leader, planner, and problem-solver dedicated to increasing efficiency, streamlining procedures, and improving employee morale through hands-on leadership style. Diligent operations and customer service manager with a strong background in branch operations management. Proven ability to streamline processes and improve efficiency. Demonstrated expertise in team leadership and operational strategy.
Overview
16
16
years of professional experience
Work History
Branch Operations Manager
Sidian Bank
02.2021 - Current
- Overseeing customer care advisor and the teller
- Reconciliation of our internal accounts, at the end of the day they must be having a zero balance
- Conducting self-assessment in all Risk, Compliance and Audit areas in service delivery to ensure100% compliance
- AML/CFT Policy and handling cash, ensuring compliance with the set guidelines among other things
Service Delivery officer
Sidian Bank
06.2020 - 02.2021
- Monitoring Service Delivery at all service points at the branch
- Ensuring customer quarries are handled promptly
- Queue management at all service points to ensure adherence to SLAs
- Floor management and ATM lobby monitoring
- Complaints and feedback management
- Receiving, noting and responding to customer's complaints, compliments and recommendations
- Managing customer's instructions and instruments
- Ensuring compliance when it comes to Audit and Risk
- Being conversant with KYC and AML
- Product management
- Championing product knowledge within the branch
Branch Operations Manager
Sidian Bank
10.2018 - 06.2020
- Overseeing customer care advisor and the teller
- Reconciliation of our internal accounts, at the end of the day they must be having a zero balance
- Conducting self-assessment in all Risk, Compliance and Audit areas in service delivery to ensure100% compliance
- AML/CFT Policy and handling cash, ensuring compliance with the set guidelines among other things
Service Delivery officer
Sidian Bank
01.2016 - 09.2018
- Monitoring service Delivery at all service points at the branch
- Ensuring customer quarries are handled promptly
- Queue management at all service points to ensure adherence to SLAs
- Floor management and ATM lobby monitoring
- Complaints and feedback management
- Receiving, noting and responding to customer's complaints, compliments and recommendations
- Managing customer's instructions and instruments
- Ensuring compliance when it comes to Audit and Risk
- Being conversant with KYC and AML
- Product management
- Champion product knowledge within the branch
Salesperson
Housing Finance
05.2013 - 07.2013
- Cross-sold the banks respective products that included all accounts and mortgages to willing customers
- I managed to open more than thirty accounts as well as many mortgage enquiries
- Customer care services to walk in clients
- Coordinating with customers and providing various company plans and services and detail quote for all required information
- Maintaining and updating knowledge on all company products and services
- Presenting, promoting, and selling products using solid arguments to existing and prospective customers
- Establishing, developing and maintaining positive business and customer relationships as well as reaching out to customer leads
- Negotiating and closing deals, handling complaints and objections
Intern
Housing Finance
01.2012 - 04.2012
- Back Office operations
- Edit checking
- ATM reconciliation
- Cash Reconciliation
- Writing and posting of journals
- Float register
- Salary posting
- Internal transfer of funds
- Customer Service
- Mortgage and savings account enquiries
- Issuance and reconciliation of ATM cards and pin mailers
- Requirements and procedure of accounts opening
- Account maintenance and management i.e
- Dormant account reactivation and account closure
- Various mortgage products
- Teller
- Cash Withdrawals, Cash Deposits., Cheques Deposits., M-Pesa, Airtel Zap., Western Union and Day-end balancing
Accountant
Budget Supermarket
01.2011 - 03.2011
- Accounting Processes
- Receiving and distributing goods to their various branches
- Posting enquiries on computer
Salesperson
Nor brook Pharmaceuticals
09.2010 - 10.2010
- Cross-sold many of their products to willing customers who had attended the event
- Keeping and checking inventory
- Drawing out concerns and problems of clients to identify possible solutions
Attendant
Mutindwa Chemist
05.2008 - 06.2008
- Attending and selling medicine to the sick
- Listening to customers need, complains and sorting their issues promptly
- Informing clients on the new packages, offers and the new price changes
Education
Certified Public Accountants - CPA Section IV -
12.2015
Bachelor of Commerce - Finance Option
12.2012
GPA: Second Class Honors
Certified in Public Relations -
09.2008
GPA: Distinction.
Certified in Ten Computer Applications -
04.2008
GPA: Distinction.
Kenya Certificate of Secondary Education -
11.2007
GPA: B(Plain) 62 Points
Skills
- Corporate Banking
- Operational Risk Management
- Complaint Handling
- Office Administration
- Training & Development
- Standards Compliance
- Customer Support/CRM
- System Administration
- Business Insight & strategy
- Business Development
- Brand Building
- Security Management
- Relationship Management
- Key Account Management
- Credit Management
- Leadership & Team Management
- Cash Control
- Strategic Planning
- Opening and closing procedures
- Staff Supervision
- Compliance Reporting
- Employee Development
- Compliance reviews
Affiliations
Peace Ambassadors Kenya, Member, Dedan Kimathi University Peace Ambassadors Institution
References
- Mr. Fredrick Muthomi Anampiu, Relationship Manager, Housing Finance, Meru Branch, 0723 003030
- Ms. Sarah Nyakondwe Mwangangi, Branch Business Manager, Consolidated Bank, Embu Branch, 0721 391 243
- Mr. Peter Waithaka Njuguna, Branch Operations Manager, Sidian Bank, Nyeri Branch, 0724 384 442
Projects
Investigation on the effects of mobile banking on profits in commercial banks, My findings were that if banks could actively engage in mobile banking, profit margins would increase considerably., 09/01/12, 02/01/13, Dedan Kimathi University
Training
- Certified Public Accountants - CPA Section IV, Dedan Kimathi University, 08/01/14, 12/01/15
- Certified in Public Relations, University of Nairobi, Distinction, 07/01/08, 09/01/08
- Certified in Ten Computer Applications, Sipet College, Distinction, 01/01/08, 04/01/08
Attributes
- Emotionally stable
- Exceptional communications skills
- Effective interpersonal skills
- Active listening skills
- Quick problem-solving abilities
- Strong attention to details
Timeline
Branch Operations Manager - Sidian Bank
02.2021 - Current
Service Delivery officer - Sidian Bank
06.2020 - 02.2021
Branch Operations Manager - Sidian Bank
10.2018 - 06.2020
Service Delivery officer - Sidian Bank
01.2016 - 09.2018
Salesperson - Housing Finance
05.2013 - 07.2013
Intern - Housing Finance
01.2012 - 04.2012
Accountant - Budget Supermarket
01.2011 - 03.2011
Salesperson - Nor brook Pharmaceuticals
09.2010 - 10.2010
Attendant - Mutindwa Chemist
05.2008 - 06.2008
Dedan Kimathi University - Bachelor of Commerce, Finance Option
University of Nairobi - Certified in Public Relations,
Sipet College - Certified in Ten Computer Applications,
Kaaga Girls' High School - Kenya Certificate of Secondary Education,
Dedan Kimathi University - Certified Public Accountants - CPA Section IV,
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