SONIA KEMUNTO ARAKA
Branch Operations Manager
Nairobi
Summary
Astute Business Operations Manager with over 10 years' work experience in the banking industry supporting cross- functional teams and increasing customer satisfaction through continuous process improvement. Apt at examining financial data and employing it to increase profit, performing quality control checks, recruiting, and supervising staff, and catering to client's concerns. I am interested in offering support functions such as product operations, relationship management and account management. Moreover, respected for organizing and driving operations and effectively enacting company's policies to increase organizational operations' efficiency.
Overview
14
14
years of professional experience
2025
2025
years of post-secondary education
6
6
Certifications
Work History
Operations Manager
Credit Bank Limited
12.2018 - Current
- Maximizing profitability through superior customer service, prompt communication as well as follow-up on all customer and vendor inquiries.
- Enforcing compliance with internal policies, procedures, legal and regulatory requirements including creating an environment of consistent audit readiness.
- Ensuring there is continuous improvement in my team by providing them with up to date and timely information on trends in the industry and ensuring they are adaptable to the same.
- Leveraging fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Preparing reports, summarizing findings, and including recommendations and changes in operational procedures and purchase requirements.
- Providing technical oversight during the development of key training plans to support the organizational vision, mission, core values, policies, and operational guidelines.
- Overseeing the professional development of staff members, including setting performance expectations, providing coaching, and completing performance appraisals.
- Designing productive, profitable, and achievement-oriented working environments for team members.
- Restructuring calibration and communication processes from the organization to provide clear quality standards to front-line leadership and my team.
Customer Service Officer
Credit Bank
05.2014 - 12.2018
- Provided splendid customer service to customers in a friendly and courteous manner.
- Improved customers' banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
- Ensured that all the bank's policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
- Informed and suggested new banking products to customers.
- Suggesting effective ways through which the bank can promote its products and services and increase customer satisfaction.
- Participating in marketing and awareness campaigns in the bank to create an enlarged customer base.
- Establishing and promoting cordial relationships with customers, ensuring prompt attendance at their inquiries, and solving their problems to grant them maximum satisfaction.
- Ensuring that customers' confidential information is properly protected and only used for official purposes.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved problems, improved operations, and provided exceptional service.
Collections and Recoveries Officer
Absa Bank
07.2013 - 04.2014
- Processed consumer loan applications for new and existing customers.
- Cultivated and promoted customer relationships through quality customer service.
- Analyzed loan applications, credit reports, calculated debt ratios and loan payments, determined collateral value and approved loans.
- Answered customer inquiries, investigated customer complaints, and researched possible billing issues and to determine appropriate resolution.
- Advised on loan repayments due to the Bank from various companies and individuals.
- Initiated collection, investigated customers' history, negotiated terms, and suggested alternatives for the settlement of the customers.
- Negotiated payment plans and payment schedules that suit customers' current financial situation while still satisfying the debt.
Procurement Intern
Safari Park hotel and casino
05.2011 - 07.2011
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
- Reviewed order updates to identify the best practices aligned with corporate goals.
- Performed monthly reconciliation of open purchasing orders.
- Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders.
- Instituted advanced level of data reporting using ERP to develop purchasing strategies and identify buying trends.
- Implemented policies to reduce costs and eliminate waste.
- Managed the vendor purchase order process including dispatch, delivery, and invoicing to set contractual guidelines and maintain budgetary regulations.
- Computed and created purchase orders in the purchase order system to monitor stock levels, verify purchase requisitions and expedite customer orders.
Education
Purchasing and Supplies Management -
Jomo Kenyatta University of Agriculture and Technology (JKUAT)
CIPS-Advanced Diploma - undefined
Kenya Institute Of Supplies Management
05.2013 - Current
Skills
Negotiation Skills
Emotional Intelligence
Financial Risk Management
Customer Service
Operations Management
Business Development
Capacity Building
Process Improvement
Procurement
Staff Management
Risk & Compliance Management
Relationship Management
Prioritization & Time Management
Organizing & Task Management
Strategic Planning and Risk Analysis
Team Building and Capacity Development
Project Management and Oversight
Collaborative teamwork
Leadership
Certification
Africa Resilience Forum, Africa Development Bank Group, 11/01/21
Accomplishments
- Transitioned the branch audit score from 59.5% to 75% as at 2024. This was achieved by driving accountability, problem solving and building trust. I highlighted the areas that needed improvement and collaborated with my team to implement solutions that have maintained the branch's performance standards to date.
- Ensured steady growth to branch revenue by constantly engaging clients in using alternate channels and timely collection of revenues and commissions to ensure no leakages. This has contributed to the steady growth of operating income of the branch by 33%.
- Contributed to the branch's liability portfolio by negotiating favourable rates for clients Forex and deposit rates to ensure we maintain a competitive edge which have in turn ensured retention of the business. I have equally grown the branch business by 40 million as of 2025.
- In 2019, I was appointed to sit at the ISO task force team the team, I fine-tuned the policies, procedures and processes that led to smooth running of the Procurement department.
- Spearheaded and organized first ever Aiesec JKUAT chapter external conference at Kiukenda.
Interests
Personal Growth
Continuous Learning
Industry Expertise
- Negotiation Skills
- Emotional Intelligence
- Financial Risk Management
- Customer Service and support
Career Profile Summary
Astute Business Operations Manager with over 10 years' work experience in the banking industry supporting cross-functional teams and increasing customer satisfaction through continuous process improvement. Apt at examining financial data and employing it to increase profit, performing quality control checks, recruiting, and supervising staff, and catering to client's concerns. I am interested in offering support functions such as product operations, relationship management and account management. Moreover, respected for organizing and driving operations and effectively enacting company's policies to increase organizational operations' efficiency.
Professional Affiliation
Kenya Institute of Supplies Management, 68639
Favorite Reads
- Think Fast and Slow | Daniel Kahneman
- Why you act the way you do | Tim LaHaye
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Timeline
Operations Manager
Credit Bank Limited
12.2018 - Current
Customer Service Officer
Credit Bank
05.2014 - 12.2018
Collections and Recoveries Officer
Absa Bank
07.2013 - 04.2014
CIPS-Advanced Diploma - undefined
Kenya Institute Of Supplies Management
05.2013 - Current
Procurement Intern
Safari Park hotel and casino
05.2011 - 07.2011
Purchasing and Supplies Management -
Jomo Kenyatta University of Agriculture and Technology (JKUAT)