Summary
Overview
Work History
Education
Skills
Certification
Specialties
Timeline
Generic

Susan Mukhwana Anundah

Digital Banking(Fintech Partnership)
Nairobi,00300

Summary

With 11 years in banking, I've held diverse roles fostering innovation and partnerships. My expertise spans digital transformation, open banking, fintech, e-commerce, and customer acquisition. I'm passionate about driving customer engagement and maximizing lifetime value through innovative solutions and strong partner management.

Overview

13
13
years of professional experience
19
19
years of post-secondary education
1
1
Certification

Work History

Client Services Manager

Diamond Trust Bank
01.2022 - Current
  • Oversee day-to-day operations for all CAAS, WAAS, and PAAS processes.
  • Ensure customer onboarding and transaction processing adhere to KYC and AML procedures.
  • Authorize, maintain, and manage customer data within bank systems.
  • Identify gaps in processes or product journeys and address them.
  • Track the performance of all ecosystem products and partnerships.
  • Led the development and growth of multiple fintech platforms: Astra (Banking-as-a-Service), Infinitipay, InfinitiLite, Bidii Platform, DigitalIPF.
  • Fostered a high-performing team dedicated to understanding and supporting partner businesses.
  • Established rapport with key stakeholders among our partners'' organizations, enabling productive collaborations that benefited all parties involved.
  • Enhanced partner satisfaction by providing timely and efficient support on various issues.
  • Streamlined communication with partners, ensuring prompt resolution of concerns and inquiries.
  • Provided mentorship to junior client services team, guiding them through challenging situations and sharing best practices.
  • Served as a liaison between partners and internal teams, facilitating seamless collaboration on projects and initiatives.
  • Collaborated with cross-functional teams to address partner needs and deliver optimal solutions.
  • Maintained detailed records of partner interactions, tracking progress and ensuring timely follow-up on outstanding issues.
  • Evaluated the effectiveness of current support practices, recommending adjustments that led to more efficient operations and better experiences for partners.
  • Developed training materials for new team members to facilitate a smooth onboarding process.
  • Improved overall partner experience by conducting thorough assessments of internal processes and making necessary adjustments for better efficiency.
  • Identified trends in partner feedback, enabling the company to proactively address common concerns and improve overall satisfaction rates.
  • Conducted regular check-ins with partners to gather feedback and assess their level of satisfaction with the company''s services.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.

Senior Officer

Diamond Trust Bank
08.2021 - 12.2021
  • Tasked to ensure smooth running of branch operations which include management of cash and vault, ATM, front office operations, authorization of entries, onboarding of new and maintaining existing customers, cross selling of bank products and supporting and managing junior staff.
  • Compilation and sending of morning and end of day reports.
  • Vault opening and issuing cash to tellers.
  • Authorization of cash entries and front office entries i.e., Swift Transfers, RTGS and cheques.
  • Call back assistance on inhouse cheques, Swift Transfers and RTGS.
  • Communicate with account holders to fund accounts for inward cheques.
  • Conducting due diligence on all customer transactions.
  • Assist bank clients in Foreign Currency dealings.
  • Acquire new accounts.
  • Onboarding and selling of insurance products.
  • Loading and maintaining ATM machine.
  • Requesting and repatriation of cash to maintain vault limit and handling Cash in Transit personnel.
  • Handling and management of fixed and term deposit accounts for bank clients.
  • Marketing and cross selling of all bank products.
  • Handling of compliance and customer queries.
  • Bringing onboard new business for General Insurance.

Senior Officer

Diamond Trust Bank
01.2020 - 07.2021
  • Tasked to ensure smooth running of branch operations which include management of cash and vault, ATM, safe deposit lockers, front office operations, authorization of entries, onboarding of new and maintaining existing customers, cross selling of bank products and supporting and managing junior staff.
  • Compilation and sending of morning and end of day reports.
  • Vault opening and issuing cash to tellers.
  • Authorization of cash entries and front office entries i.e., Swift Transfers, RTGS and cheques.
  • Call back assistance on inhouse cheques, Swift Transfers and RTGS.
  • Communicate with account holders to fund accounts for inward cheques.
  • Conducting due diligence on all customer transactions.
  • Assist bank clients in Foreign Currency dealings.
  • Acquire new accounts.
  • Onboarding and selling of insurance products.
  • Loading and maintaining ATM machine.
  • Ensure timely disposal of surplus cash to Centralized Cash Management Unit. (CCMU)
  • Handling and management of fixed and term deposit accounts for bank clients.
  • Marketing and cross selling of all bank products.
  • Handling of bank customer's safe deposit lockers.
  • Handling of compliance and customer queries.
  • Handling of customer POS machines and training.
  • Onboarded an active business account that transacted amounts to the tune of Kshs. 10 million.

Front Officer

Diamond Trust Bank
01.2015 - 12.2018
  • Tasked to ensure customer instructions were received and processed in a timely manner in addition to handling of customer and departmental queries.
  • Receiving and vetting of customer account opening documentations.
  • Opening of customer accounts.
  • Processing of cheques, Swift Transfers, RTGS and customer payments.
  • Communication and handling of queries from customers through external calls.
  • Onboarding and selling of insurance products.
  • Marketing and sourcing of clients.
  • Tracking of dormant and overdrawn accounts and following up with respective clients to activate and fund the accounts.
  • Trained and learned all tasks relating to the position of Head of Cash.

Marketing Officer/Agent Trainer

Diamond Trust Bank
01.2014 - 12.2014
  • Tasked to ensure the Bank received worthwhile agents through recruitment of agency outlets and collection and verification of their documents and branding of the agency outlets.
  • Recruitment of agency banking outlets.
  • Collection and verification of proposed agency banking outlets.
  • Branding of agent's outlets.
  • Managing branding budgets to ensure efficiency.
  • Training of bank agents on bank applications to enable customer transactions.
  • Open of customer accounts.
  • Market activation to support and attract customer traffic to the agent location.
  • Recruited Money Transfer agency outlets.
  • Recruited 16 agency outlets in my region which was the highest compared to other regions.

Team Lead - Nation Hela Prepaid Card

Diamond Trust Bank
03.2013 - 12.2013
  • Tasked with recruiting agents to sell Nation Hela Prepaid cards and training and supervision of direct sales agents.
  • Training and supervision of direct sales agents.
  • Recruitment of agent outlets.
  • Market activation to create awareness of Nation Hela cards and drive customer traffic to agents.
  • Stock taking of Nation Hela cards to ensure balancing.
  • Preparation and submission on monthly sales reports.
  • Recruitment and training of direct sales agents leading to sale of over 1000 prepaid cards within a month of launch.

Business Executive

Nation Media Group
08.2012 - 12.2012
  • Tasked with recruiting and training merchandizers to sell Nation Hela Prepaid cards and oversee the cards sales in supermarkets.
  • Recruited and trained merchandizers on Nation Hela Prepaid cards.
  • Reached out to Nation Media newspaper distributors for prospective partnerships.
  • Collection and verification of documentations from various newspaper distributors.
  • Supervised merchandizers on all Nakumatt and Uchumi supermarket outlets in Nairobi.
  • Preparation and submission on monthly sales reports.
  • Conducted stock taking in supermarkets for purposes of restocking.
  • Conducted road shows for awareness.

Education

Bachelor of International Business - Banking And Finance

Makerere University
Kampala- Uganda
08.2008 - 12.2012

Uganda Advanced Certificate of Education (A -Level) -

Bugema Adventist College
Kampala- Uganda
01.2006 - 12.2007

Kenya Certificate of Secondary Education (KCSE) -

Namirama Girls High School
Kakamega, 11
01.2002 - 12.2005

Kenya Certificate of Primary Education (KCPE) -

City Primary School
Nairobi, 30
01.1993 - 12.2001

Skills

  • Account Management

  • Business Development

  • Digital Marketing

  • Team development

  • Sales support

  • Customer retention

  • Service initiatives support

  • Strong leadership

  • Client service delivery

  • Adaptability and flexibility

Certification

Digital Marketing, National Industrial Training Authority (NITA)

Specialties

  • Digital customer acquisition
  • Relationship Management
  • Operational excellence
  • Payment Solutions and Processing
  • Revenue optimization

Timeline

Client Services Manager

Diamond Trust Bank
01.2022 - Current

Senior Officer

Diamond Trust Bank
08.2021 - 12.2021

Senior Officer

Diamond Trust Bank
01.2020 - 07.2021

Front Officer

Diamond Trust Bank
01.2015 - 12.2018

Marketing Officer/Agent Trainer

Diamond Trust Bank
01.2014 - 12.2014

Team Lead - Nation Hela Prepaid Card

Diamond Trust Bank
03.2013 - 12.2013

Business Executive

Nation Media Group
08.2012 - 12.2012

Bachelor of International Business - Banking And Finance

Makerere University
08.2008 - 12.2012

Uganda Advanced Certificate of Education (A -Level) -

Bugema Adventist College
01.2006 - 12.2007

Kenya Certificate of Secondary Education (KCSE) -

Namirama Girls High School
01.2002 - 12.2005

Kenya Certificate of Primary Education (KCPE) -

City Primary School
01.1993 - 12.2001

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Susan Mukhwana AnundahDigital Banking(Fintech Partnership)