Zachary Wanjau Gichari
RELATIONSHIP MANAGER BUSINESS BANKING
Nairobi
Summary
To serve in any challenging organisation that allows and promotes career development and advancement To exercise my professionalism and create a lasting prolific impact on the achievement of the organisation objectives and missions.
Experienced with SME relationship management, driving client engagement and business growth. Utilizes strategic planning and negotiation skills to deliver tailored financial solutions. Track record of building trust and fostering long-term partnerships.
Overview
18
18
years of professional experience
16
16
years of post-secondary education
Work History
SME Relationship Manager (Sales and Business Growth)
Absa Bank PLC
Nairobi, 30
07.2024 - Current
- To manage and sustain a relationship with Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
- Conduct an annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
- Consult customer owners /managers on financial/credit issues and general business practices/ideas.
- Determine the key messages, e.g. agreed-on service standards, negotiated pricing, relationship team contact points (including introductions to new personnel), and new product changes. Calculating the most appropriate means of communicating them to customers.
- Deal with, and find resolutions for, customer complaints.
- Determine the products that are most effective in meeting customers’ needs and be able to sell these, at short notice, both reactively and proactively.
- Plan and coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
- Monitor and ensure adherence to risk service standards.
- Participated in networking events and industry conferences to maintain strong connections within the SME community.
- Assisted in developing annual budgets, forecasts, and strategic plans for the SME division within the organization.
- Facilitated successful business expansions by guiding clients through the process of obtaining additional funding or resources.
- Conducted comprehensive market research to identify new business opportunities within the SME sector.
- Collaborated with cross-functional teams to streamline internal processes for improved efficiency in client servicing.
- Built long-lasting partnerships with key stakeholders such as local chambers of commerce, government agencies, and industry associations to further promote the bank''s SME offerings.
- Optimized portfolio performance by closely monitoring account activities and proactively addressing potential issues or risks.
SME Banker (Sales and Business Growth)
Absa Bank PLC
Nairobi
06.2020 - 07.2024
- Understand and implement business strategic initiatives for the branch aimed at increasing new business and wallet share from existing customers.
- Have a clear understanding of all Retail and Business Banking products that could satisfy customer needs.
- Actively seek to grow own portfolio and cross sell to ensure delivery of set Targets.
- Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution as per the set standards.
- Ensure quality sales and new to bank accounts within your portfolio are promptly funded at customer onboarding.
- Operationalize campaigns as required with the Branch Manager and the business.
- Always ensure excellent customer experience.
- Drive business targets through strict TAT observance and high-level service delivery standards.
- Accounts re-streaming should be carried out in line with the Banks policy.
- Together with BM, create ownership of the branch performance targets. Agree branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
- Ensure excellent customer experience is always maintained.
- Ensure set TAT in account onboarding and loan processing is always achieved.
- Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
- Ensure that the Absa bank¡s policies and procedures are always adhered to when handling different products.
- Ensure adherence to all KYC & AML Processes with regards to new and existing business and that proper documentation is in place.
- Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
- Manage costs within your area of operation.
- In conjunction with the Branch Manager, Assistant Branch Manager and other branch colleagues create a conducive work environment, teamwork, and effective succession opportunities to ensure maximum productivity.
- Determine and manage Training Needs Analysis and own succession planning.
- Manage your own leave by working closely with your Line Manager.
SME Support (Sales and Business Growth)
Absa Bank PLC
Nairobi, Nairobi Province
10.2019 - 06.2020
- Develop and maintain own contacts with individuals within Customers' organisation.
- Acted as principal point of contact in the Relationship Managers' absence.
- Co-ordinate introduction to and from other areas of the Absa Group where appropriate and monitor outcome.
- Assist in development of and revision of Customer Relationship Plans.
- Participate in business development presentations where appropriate.
- Monitor Customer Relationship Plans with the Relationship Manager.
- Conduct research to identify potential new customers and maintain a database.
- Monitor leads and update lead tracking systems.
- Documented all client complains on the sales system for tracking and closure.
- Assist with client on-boarding for the portfolio.
- Deputy Liaison for the payments and trade operation teams with correspondent banks.
- Keep product knowledge up to date for products from other areas of the Barclays Group.
- Acted as liaison for risk management information purposes with customers.
- Attend Corporate Banking Team meetings and contribute, including suggestions for ways of improving Customer service.
- Helped to minimise Operational Risk in delivery of Corporate Banking Products & Service.
- Assisted with processing of branch SME loans from the LG team, this contributed significantly to the overall branch score.
- Forex champion, we closed the year at 134%.
- People management was in charge of managing a group of 10 team members, managing whole portfolio and customer satisfaction.
Customer Advisor (Enquiries) (Branch Operations)
Absa Bank PLC
12.2012 - 10.2019
- Issuance of debits, credits and prepaid cards to customers.
- Processing of RTGS AND SWIFT instructions.
- Issuance of cheque books, counter cheques, captured cards to customers.
- Negotiating for forex deals to customers when processing swift payments.
- Capturing all transactions on the bank system and ensuring that all transactions are properly authorized before processing.
- Ensuring that all transactions records are kept in order and in accordance with bank procedures.
- Issuing account statements and balances to customer using banks systems.
- Record management champion.
- Branch fire marshal.
Retail Support (Branch Operations)
Absa Bank PLC
01.2010 - 12.2012
- Interact with head office compliance department to obtain regular updates
- Access very high accuracy of bank products.
- Conduct compliance training to all the staff and file their accreditations.
- Perform products validation call-backs as per set parameters.
- Conduct policies compliance snap checks and report to the management.
- Conducting risk assessment on new introduced products.
- Ensure duties are carried out in compliance of Enterprise Wide Risk Management frame work and Barclay’s policy standards.
- Manage risk and risk events (incidences) relevant in my role.
Customer Advisor (Branch Operations)
Absa Bank PLC
Nairobi
08.2007 - Current
- Dispensing and receiving cash, cheques, drafts and other financial instruments over the counter.
- Capturing all transactions on the bank system and ensuring that all transactions are properly authorized before processing.
- Ensuring that all transactions records are kept in order and in accordance with bank procedures.
- Issuing account statements and balances to customer using banks systems.
Education
Bachelor of Arts - Sociology
Kenyatta University
01.2001 - 01.2005
Kenya Certificate of Secondary Education - undefined
Kagumo High School
01.1996 - 01.1999
Kenya Certificate of Primary Education - undefined
Maganjo Primary School
01.1987 - 01.1996
Skills
- Ability to work under no supervision
- Ability to stay focused under pressure
- Full understanding of computer packages
- Ability to work in line with rules and regulations
- Good communication skills
Interests
Travelling and hiking
Reading motivational and personal development books
Community Development works
Meeting and making new Friends
Strengths Skills Personal Attributes
- Ability to work and deliver under no supervision and stay focused under pressure.
- Full understanding and knowledge to use all computer packages.
- Able to work in line with the rules and regulations set by the company to achieving the set goals and objectives.
- Good communication and listening skills.
- Uphold virtues of integrity and confidentiality.
- Customer Service skills.
Timeline
SME Relationship Manager (Sales and Business Growth)
Absa Bank PLC
07.2024 - Current
SME Banker (Sales and Business Growth)
Absa Bank PLC
06.2020 - 07.2024
SME Support (Sales and Business Growth)
Absa Bank PLC
10.2019 - 06.2020
Customer Advisor (Enquiries) (Branch Operations)
Absa Bank PLC
12.2012 - 10.2019
Retail Support (Branch Operations)
Absa Bank PLC
01.2010 - 12.2012
Customer Advisor (Branch Operations)
Absa Bank PLC
08.2007 - Current
Bachelor of Arts - Sociology
Kenyatta University
01.2001 - 01.2005
Kenya Certificate of Secondary Education - undefined
Kagumo High School
01.1996 - 01.1999
Kenya Certificate of Primary Education - undefined
Maganjo Primary School
01.1987 - 01.1996
Similar Profiles
Paul NyachotiPaul Nyachoti
Assistant Manager Business Support and Recoveries at ABSA BANK KENYA PLCAssistant Manager Business Support and Recoveries at ABSA BANK KENYA PLC
Eric Konney NyatuameEric Konney Nyatuame
Branch Manager at Agricultural Development Bank PLC,Ho BranchBranch Manager at Agricultural Development Bank PLC,Ho Branch
EKIRAH GATHONI WACHIRAEKIRAH GATHONI WACHIRA
SPECIALISED CARD ADVISOR at Barclays Bank LimitedSPECIALISED CARD ADVISOR at Barclays Bank Limited
Steeven Belvinos AffognonSteeven Belvinos Affognon
Research officer at International Centre of Insect Physiology and Ecology (icipe)Research officer at International Centre of Insect Physiology and Ecology (icipe)
CHARITY MUKUNYACHARITY MUKUNYA
Customer Experience & Operations Lead at Branch Microfinance BankCustomer Experience & Operations Lead at Branch Microfinance Bank