Volunteer work
Teresa Murgoh
Branch Operations Management
Nairobi,NAIROBI COUNTY
Summary
Professional and experienced operations leader with strong focus on optimizing branch performance and enhancing customer satisfaction. Skilled in process improvement, team collaboration, and adapting to changing business needs. Known for reliability, fostering cohesive team environment, and driving tangible results. Proficient in managing operational workflows, ensuring compliance, and leveraging problem-solving abilities to meet organizational goals.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Assistant Branch Operations Manager
Ecobank Kenya Ltd
10.2019 - 04.2025
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of between 4-8 employees, fostering a positive work environment and emphasizing professional growth.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Performed monthly compliance checks.
Fixed Income Desk
Ecobank Kenya Ltd
01.2018 - 09.2019
- Cross selling fixed income products, Deposit retention, negotiating favorable rates for the bank and also for customers. Relationship management.
- Key Responsibilities:
- Tracking of the Fixed deposit portfolio ensuring timely renewals for each deposit set to mature on a particular date
- Liaising with Relationship managers for call visits, rate negotiation, preparation of bank confirmation letters for corporate customers and negotiation of rates.
- Ensuring timely printing of FD certificates and liaising with Finance for Withholding tax certificate issuance.
- Key achievements
- Was able to retain over 90% of the FD portfolio deposits amidst erratic market rates.
Branch Operations Officer
Ecobank Kenya Ltd
Nairobi, Nairobi Province
03.2013 - 12.2017
- Handling customer complaints in bound from mail calls and walk in customers .Ensure that complaints are logged in to the customer resolution management system (CRM)
- Receiving customer instructions including funds transfers, change in mandates, stop payments, account reactivation, customer information changes, standing orders and others
- Account opening and on boarding. Open at least 4 accounts per day and cross sell alternative channels products
- Process cheque books, ATM cards as per Customers requests
- Cash teller -Receive cash deposits and pay out cash withdrawals,Western union, money gram and rapid transfer receiving and paying agent. Salaries and other payment processing tax payments
- Back office duties- RTGS, TT’s EFT’s, remittances, Outward and in-house cheques processing ,atm reconciliations and branch General ledger reconciliations,Bankers cheques and foreign draft processing
Education
Bachelor of Arts - Commerce, Marketing
Kenyatta University
Nairobi 04.2001 -
Skills
Branch operations management
Customer service
Staff supervision
General ledger reconciliations
Proficient in MS office/ Google workspace
Accomplishments
- Employee of the year award in 2017 for detecting a fraud that saved the bank from a potential loss of kes 225,071,938.36
- Was involved in the implementation of core banking system migration in 2019,ensuring 98% success rate.
Interests
Green economy
Animalprotection
Timeline
Assistant Branch Operations Manager
Ecobank Kenya Ltd
10.2019 - 04.2025
Fixed Income Desk
Ecobank Kenya Ltd
01.2018 - 09.2019
Branch Operations Officer
Ecobank Kenya Ltd
03.2013 - 12.2017
Bachelor of Arts - Commerce, Marketing
Kenyatta University
04.2001 -
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