Senior Branch Manager - Hill Branch - National Bank of Kenya Limited - NAIROBI
(2022-05)
Business growth: preparation of the branch strategies in alignment with the bank strategies to achieve growth and profitability, customer service excellent, staff productivity and risk management through compliance to all banks laid down policies.
- Achieve branch revenue in all streams: PBT, asset growth, liability and customer growth through retention and new customer acquisition.
- Market intelligent: conduct research on what is happening in the economy, with other financial institutions and government directives which will help the bank be innovative and thus support in customer satisfaction, cross selling bank products to ensure the bank offers more than 3 products to customers to enhance loyalty and offer different service channels.
- Processes & procedures through internal controls: Monitoring and reporting any suspected anti money laundry activities and ensuring all staff are compliant and right procedures and KYC are followed to prevent any fraud or loss to the bank.
- Collaborate and coordinate the development and implementation of the sales initiatives with other business functions to maximize on the bank wallet through cross selling of several bank products.
- Distinctive customer experience: Ensuring customer complaints and queries are actioned to and responded promptly to promote bank NPS and CES and ensure customer loyalty.
- Mentor, coach, motivate, train and develop a high performing team to enhance staff productivity in a conducive working environment. Current managing a team of 22 staff. 12 credit team and 11 service team.
- Overall management of the branch staff performance by ensuring through utilization of the available resources and enhance talent management.
- Appraise, review staff performance and ensure those who do not meet the required standards are mentored under the performance improvement plan.
- Staff management: Attending to staff complaints, personal grievances and dissatisfactions and offer guidance and counseling where possible also refer matters beyond to HR or RBBM for support.
- Ensuring all credit procedures are adhered to as per the guidelines and delegated authority, appraisals done on time and bankers guided accordingly.
- Ensure the bankers maintain the customer files and the cases beyond 90 days plus are forwarded to remedial for support to maintain a PAR of below 5% in the whole book portfolio.
- Ensuring all operations procedures are adhered to and carry surprise checks at least once per month and confirm the tellers surprise checks are done.
- Ensure the branch audit and compliance is satisfactory and there are no repetitions of the previous issues raised by auditors. Ensure all staff are compliance to the laid down bank policies and guidelines.
Branch Manager - Ruaka - Co-operative Bank of Kenya Limited - NAIROBI
(2017-10 - 2022-04)
Offer leadership in terms of business growth and people management to 20 staff members in Ruaka branch. Also act as the Regional manager whenever the team leader would be away on leave supporting 26 branches in Nairobi Region and 445 staff.
- Drive the bank branch target of PBT which was the main struggle of the branch; supported the branch to achieve 110% growth at 115M as at 31.05.2021 which was rated as the best improved branch in Nairobi West Region.
- Coaching and mentoring of the 20 branch staff to ensure business continuity in both operational efficiency and credit administration and staff productivity.
- Training and transformation agenda support: steered in supporting the branch staff and new team leaders on the bank main focus of transformation Agenda where the bank changed its' focus from being Product centric to adapting the Customer Centric Model to ensure all customers are satisfied.
- Ensuring good customer service to all our customers by offering Distinctive customer experience and hence retention and more referrals from same customers in all products to ensure 360-degree growth of the customer portfolio.
- Assisting and overseeing the entire team comply with audit and compliance following the bank manual to the letter. In addition, ensure credit collection to reduce portfolio at risk as per the CBK regulations and bank guidance as this is the main bank focus to reduce NPL has maintained PAR of below 5% at Ruaka.
- Drive the bank main agenda which is Sales Force Excellent, operational cost efficiency through cost cutting and staff productivity by all staff.
- Assist all the staff at the branch in embracing and usage of alternative channels such as Mcoop cash, internet banking, and agent banking with an aim to migrate our customers to these channels hence client satisfaction.
Regional Personal Banker - Co-operative Bank of Kenya Limited - NAIROBI
(2015-01 - 2017-12)
Overall overseeing 26 branches in the Retail Banking department in charge of Consumer banking clients, High net worth clients and Diaspora banking clients.
- Driving staff productivity and ensuring all the allocated resources are effectively and efficiently offering value driving the region allocated PBT.
- Coaching, training and mentoring 40 Personal Bankers, 40 Sales Executives and 10 Executive Relationship managers to ensure business continuity.
- Training and Coaching the Personal bankers, Sales Executives and Executive Relationship managers on the Transformation Agenda where the bank changed its' focus from being Product centric to adapting the Customer Centric Model.
- Market analysis and evaluation of every branch SWOT analysis to understand the key quick wins in all business aspects to grow both assets and liability.
- Mobilization and driving of Sales focusing on the bank overall target of Profit after tax (PBT). The targets were driven by each year and quarterly targets allocated.
- Ensuring good customer service to all our customers through customer experience and hence retention and more referrals from bank customers.
- Assisting and overseeing the entire team comply with audit and compliance following the bank manual to the letter. In addition, ensure credit collection to reduce portfolio at risk as per the CBK regulations and bank guidance.
- Steering the bank agenda of transformation where all the 26 branches had to embrace change and have positive mind sets and follow the new bank changes ensuring all customers are satisfied.
- Drive the bank main agenda which is Sales Force Excellent, cross sell to ensure more than 3 products per customer and Customer satisfaction.
- Assisting all the staffs in the 26 branches in embracing and usage of alternative channels such as Mcoop cash, internet banking, and agent banking with an aim to migrating the bank customers to alternative channels.
- Reviewing bankers performance using the dashboards and available data, holding discussions with BM and RBBM agreeing on areas of improvement and support.
- Guiding and supporting the bankers whose performance are below the required bank standards to ensure they improve and recommending the ones with talents for career growth.
Credit Manager - Co-operative Bank of Kenya Limited - NAIROBI
(2014-01 - 2014-12)
Managing the credit department in a Mall Branch - Green House Mall - Ngong Road was able to grow the loan book to ksh120m in 6 months.
- Marketing, selling, appraising and qualifying customers in all credit loans.
- Processing and approval of credit cases at the branch level as per the delegated authorities.
- Management of all credit products such as Mortgages, SME, MCU, Asset Finance, Personal Loans, Flexi Cash, IPF financing, Credit Cards and managements of the portfolio at risk to remain below 5%.
- Cross selling all other products such as transactional and saving accounts, bancassurance, agent and merchant acquiring among other products. These have assisted the bank in liability growth to achieve cheap and sticky deposits.
- Managing all customers with credit related issues and escalating their issues to the respective authorities following close up of all their issues. Enhancing excellent customer service.
Personal Banking Officer - Co-operative Bank of Kenya Limited - NAIROBI
(2009-01 - 2014-01)
In charge of personal and consumer loans at NBC branch - Ngong road.
