Susan Wambui Maina
Thika
Summary
An experienced professional in the financial sector, possessing more than eighteen years of expertise in branch operations and human resource management. Demonstrated success in improving staff productivity through proficient leadership, training and effective performance management.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Branch Operations Manager
NATIONAL BANK OF KENYA LTD
06.2024 - 12.2024
- Direct training and motivation of staff to optimize workplace productivity
- Business and customer relationship management to ensure smooth operations for the main corporate customer
- Bank recognition on excellence in customer service
Ag. Branch Manager
NATIONAL BANK OF KENYA LTD
05.2023 - 05.2024
- Enhance employee productivity through performance coaching which led to a 70% reduction of those placed on performance improvement plans.
- Maintain and uphold the bank’s culture through cascading the vision, mission, strategies and values of the bank.
- Enforce compliance with both internal and external regulatory requirements by working closely with risk and compliance units to ensure effective controls to mitigate against operational and business loss.
Branch Operations Manager
NATIONAL BANK OF KENYA LTD
11.2018 - 04.2023
- Achieved nil operational losses by ensuring adherence to policy and banking regulations.
- Perform due diligence checks on new customer relationships being created in the branch
- Achieve financial targets via consistent checks on branch costs and increased revenue streams.
Cash Team Leader
NATIONAL BANK OF KENYA LTD
08.2015 - 11.2018
- Enforce rigorous cash holding protocols across branch operations, expertly managing teller and ATM limits
- Control operational costs and branch expenses within the budget.
- Appraisal of customers’ account opening and debit card application forms through KYC (Know Your Customer) guidelines.
Graduate clerk
NATIONAL BANK OF KENYA LTD
05.2006 - 07.2015
- Elected to champion new payments services through training of more than 70 tellers in Coast region.
- Clerks team organizer in the branch.
- Electronic funds transfers, both local and international.
- Able to onboard over 300 new customers as one of the pioneer branch members in Maua branch.
Human Resource Assistant
NAMPAK (K) LTD
05.2003 - 12.2004
- Recruitment and orientation of new and casual employees
- Liaising with Finance Department on payment of casual employees
- Processing of management and unionisable leave schedules
- Petty cash audit and general ledger accounts reconciliation
- Report filing for the management accountant.
Education
Master of Science - Human Resource Management
Jomo Kenyatta University of Agriculture and Technology
01.2011
Bachelor of Commerce - Marketing Major
Catholic University of Eastern Africa
01.2003
Certificate in Computer Packages -
Hemland Computers
01.1999
Kenya Certificate of Secondary Education -
St. Anne’s Secondary School
01.1998
Skills
- Emotional intelligence
- Conflict resolution
- Team building and leadership
- Performance management
- Administrative expertise
- Objectivity and critical thinking
Certification
- Banking Operations Course – NBK Ltd
- Managing poor performance – Future Force Consultancy Ltd
- AML/KYC Training – NBK Ltd
- Effective Leadership and Management Skills – NBK Ltd
Education Summary
- Master of Science in Human Resource Management, Jomo Kenyatta University of Agriculture and Technology, Juja campus, 09/01/09, 06/30/11
- Bachelor of Commerce (Marketing Major), Catholic University of Eastern Africa, Main Campus Karen, 09/01/99, 06/30/03, Second Class Honors Upper Division
- Certificate in Computer Packages, Hemland Computers, Thika, 01/01/99, 12/31/99
- Kenya Certificate of Secondary Education, St. Anne’s Secondary School, Lioki, 01/01/94, 12/31/98, B+
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Branch Operations Manager
NATIONAL BANK OF KENYA LTD
06.2024 - 12.2024
Ag. Branch Manager
NATIONAL BANK OF KENYA LTD
05.2023 - 05.2024
Branch Operations Manager
NATIONAL BANK OF KENYA LTD
11.2018 - 04.2023
Cash Team Leader
NATIONAL BANK OF KENYA LTD
08.2015 - 11.2018
Graduate clerk
NATIONAL BANK OF KENYA LTD
05.2006 - 07.2015
Human Resource Assistant
NAMPAK (K) LTD
05.2003 - 12.2004
Master of Science - Human Resource Management
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Commerce - Marketing Major
Catholic University of Eastern Africa
Certificate in Computer Packages -
Hemland Computers
Kenya Certificate of Secondary Education -
St. Anne’s Secondary School
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