Summary
Overview
Work History
Education
Skills
Certification
Timeline
Susan Wambui Maina

Susan Wambui Maina

Thika

Summary

An experienced professional in the financial sector, possessing more than eighteen years of expertise in operations and relationship management. I possess good leadership skills which lead to improved staff productivity and a positive organizational culture.

Overview

22
22
years of professional experience
10
10
years of post-secondary education
6
6
Certifications

Work History

Branch Operations Manager

NATIONAL BANK OF KENYA LIMITED
06.2024 - 12.2024
  • Business and customer relationship management to ensure smooth operations for the main corporate customer
  • Facilitate superior customer experience to align with retail banking standards.
  • Business development in liaison with the Branch Manager in terms of growth in both loan book and deposit figures.
  • Organize regular spot checks on branch operations.
  • Managed a process re-engineering project to improve and consolidate end-to-end service processes for Kenyatta University which reduced manual work and improved TAT in their processes
  • Reconciliation of the main corporate account from 2018 to 2024 and was able to recover over 10M in unpaid fees payments and highlight duplicated payments

Ag. Branch Manager

NATIONAL BANK OF KENYA LIMITED
05.2023 - 05.2024
  • Lead branch business growth initiatives, enhancing productivity and financial management.
  • Implement business development strategies to expand customer base and branch assets.
  • 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 risks.
  • Build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by the bank
  • Maintain and uphold the bank’s culture and cascading the vision, mission, strategies and values.
  • Turned the branch profitability from a loss of 4M to a profit of 800,000 in a period of four months.
  • Achieved the branch’s target in assets from two mortgages worth 11M and an insurance premium financing product of 15.7M
  • Reduced the non-performing loan portfolio by 15%
  • The branch staff overall performance improved leading to a reduction of those placed on performance improvement plans.

Branch Operations Manager

NATIONAL BANK OF KENYA LIMITED
11.2018 - 04.2023
  • Mitigate any operational losses that may occur due to lack of due diligence.
  • Perform due diligence checks on new customer relationships being created in the branch.
  • Achieve financial targets via consistent checks on branch costs and adherence to set policy.
  • Spearheaded the successful relocation project of the branch through maintenance of good relationship skills with external stakeholders and provision of accountability reports.
  • Increased branch revenues by 20% during the pandemic period through cross sell of digital channels to new and existing customers.

Cash Team Leader

NATIONAL BANK OF KENYA LIMITED
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.
  • Reconciliation and monitoring of teller and ATM postings.
  • Rated in the top five team leaders’ category in the entire network, for six consecutive months.
  • Rated sixth in the customer satisfaction survey as at end of 2015.
  • Maintained minimal complaints received from customers on service delivery.

Teller Champion and Chief Teller

NATIONAL BANK OF KENYA LIMITED
11.2013 - 08.2015
  • Preparation of monthly cash returns for onward transmission to the Head Office.
  • Loading of cash and reconciliation of ATM machine transactions to ensure excellent and un-interrupted service to customers.
  • Ensure adherence to cash holding limits in the branch, among tellers and ATMS.
  • Training and orientation of new cashiers in the entire Coast Region.
  • Stand in for the Cash Team Leader as and when necessary.
  • Recognition and commendation certificate for exemplary performance from the Branch Operations Team at Head Office.
  • Elected to champion new payments services through training of other tellers.
  • Elected as clerks team organizer in the branch by the Branch Manager.

Graduate clerk

NATIONAL BANK OF KENYA LIMITED
05.2006 - 07.2012
  • Appraisal of customers’ account opening and debit card application forms through KYC (Know Your Customer) guidelines.
  • Preparation and filing of branch CBK returns to the Head Office Finance Division.
  • Reconciliation of Branch Suspense and other General Ledger accounts.
  • Salary processing.
  • Electronic funds transfers, both local and international.
  • Recognized for exemplary planning and hard work to promote the bank’s products as one of the pioneer members of Maua branch.
  • Able to onboard over 300 new customers for the 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
01.2009 - 01.2011

Bachelor of Commerce - Marketing Major

Catholic University of Eastern Africa
01.1999 - 01.2003
GPA: Second Class Honors Upper Division

Certificate in Computer Packages - undefined

Hemland Computers

Kenya Certificate of Secondary Education - undefined

St. Anne’s Secondary School
01.1994 - 01.1998
GPA: Aggregate B

Skills

Strategic planning

Certification

Banking Operations Course – NBK Ltd

Timeline

Branch Operations Manager - NATIONAL BANK OF KENYA LIMITED
06.2024 - 12.2024
Ag. Branch Manager - NATIONAL BANK OF KENYA LIMITED
05.2023 - 05.2024
Branch Operations Manager - NATIONAL BANK OF KENYA LIMITED
11.2018 - 04.2023
Cash Team Leader - NATIONAL BANK OF KENYA LIMITED
08.2015 - 11.2018
Teller Champion and Chief Teller - NATIONAL BANK OF KENYA LIMITED
11.2013 - 08.2015
Jomo Kenyatta University of Agriculture and Technology - Master of Science, Human Resource Management
01.2009 - 01.2011
Graduate clerk - NATIONAL BANK OF KENYA LIMITED
05.2006 - 07.2012
Human Resource Assistant - NAMPAK (K) LTD
05.2003 - 12.2004
Catholic University of Eastern Africa - Bachelor of Commerce, Marketing Major
01.1999 - 01.2003
St. Anne’s Secondary School - Kenya Certificate of Secondary Education,
01.1994 - 01.1998
Hemland Computers - Certificate in Computer Packages,

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Susan Wambui Maina