Brian Olela

I help retail and business banking client's access faster, more efficient and relationship-driven banking support by improving service delivery, digital adoption and complaint resolution processes. Over the last eight years at Standard Chartered Bank, I have managed high-value client portfolios, supported revenue growth, strengthened customer retention and improved operational efficiency across retail banking, contact center operations and business banking environments in Kenya and Uganda.

Client Service Manager, Business Banking at Standard Chartered Bank (2022-11 – Present)

• Managed four business banking portfolios comprising approximately 480 SME and business clients while maintaining strong client engagement and service delivery standards.
• Improved customer satisfaction scores from 70% to 90% across supported portfolios through proactive complaint resolution and enhanced client relationship management.
• Increased digital banking utilization from 60% to 80% by driving adoption of online banking capabilities and educating clients on digital banking solutions.
• Improved client retention levels to approximately 80% through responsive client support, service recovery initiatives and relationship management strategies.
• Led implementation and client adoption of new digital banking capabilities including eCitizen payments, KPLC post-paid payments and M-PESA float purchase solutions.
• Resolved an average of 20 client complaints and escalations monthly while maintaining service turnaround standards and improving customer experience outcomes.
• Conduct weekly SME product and process training sessions for 16 branch staff members to strengthen operational efficiency and service consistency.
• Served as Service Champion across supported branches by leading care calls, managing difficult client escalations and driving complaint-resolution initiatives.
• Recognized by the Client Experience team and Head of Client Relationships for outstanding client service performance and contribution to customer experience improvement.

Senior Contact Centre Executive at Standard Chartered Bank (2021-05 – 2022-11)

• Managed customer support interactions for approximately 1,000 clients across Kenya and Uganda while maintaining high service quality standards.
• Achieved and maintained an average customer satisfaction score of 90% through efficient issue resolution and customer engagement.
• Handled an average of 200 customer calls daily while consistently meeting service level agreement (SLA) and turnaround time requirements.
• Reduced complaint-resolution turnaround time from 7 days to 3 days by improving escalation follow-up processes and client communication.
• Resolved approximately 10 customer complaints weekly while ensuring timely and satisfactory issue resolution.
• Mentored and onboarded 10 new staff members, supporting capability development and operational readiness within the contact centre team.
• Supported weekly product broadening and training initiatives aimed at strengthening colleague knowledge across multiple banking product lines.
• Awarded Overall Best Employee - Voice & Virtual in Q1 and Q2 2022 for outstanding customer experience and operational performance.
• Recognized as Employee of the Year – Voice & Virtual in 2021.
• Won the Group CEO Challenge in Q1 2022 under the Wealth and Bancassurance category for exceptional performance in personal banking service delivery.

Business Development Executive, Employee Banking at Standard Chartered Bank (2018-06 – 2021-05)

• Managed a portfolio of 250 high-premium and priority banking clients across 50 corporate, parastatal and NGO accounts.
• Delivered an average of 160% against quarterly sales targets valued at KES 1.5 million through strategic client engagement and cross-selling initiatives.
• Generated approximately KES 120 million annually in loan value through successful personal loan and credit card sales.
• Closed an average of 6 credit cards and facilitated disbursement of 10 personal loans monthly while maintaining quality onboarding standards.
• Increased digital banking adoption from 60% to 80% by onboarding an average of 20 new digital banking clients monthly.
• Conducted weekly digital banking capability training sessions for 16 branch staff members to improve customer onboarding effectiveness and service delivery.
• Served as Credit Cards and Personal Loans Champion by leading successful activations across assigned employee banking companies.
• Strengthened client acquisition and retention through proactive relationship management and responsive customer support.
• Recognized by the Group CEO in 2021 for outstanding sales performance and excellent customer service delivery.
• Ranked 2nd in credit card sales across the bank network in November 2019.
• Consistently exceeded quarterly performance targets and achieved top rankings within the Employee Banking Officer job family.

Bachelor of Education Arts in Commerce Major, History Minor – University of Nairobi (2010-10 – 2014-08)

Certificate in Computer Packages – Mathematics Association of Nairobi University (2014-02 – 2014-04)