Lydia Ngamau

A results-oriented Branch Senior Relationship Officer with over 10 years of experience in the banking industry. Proven track record in cultivating and managing client relationships, enhancing customer satisfaction, and driving revenue growth. Expertise in analyzing financial data, assessing client needs, and recommending tailored financial solutions with skills in portfolio management, loan structuring, and risk assessment.

Applauded for collaborating with cross-functional teams to deliver exceptional service and meet business objectives. Possess a strong understanding of regulatory compliance and adherence to banking policies.

Branch Senior Relationship Officer-Credit at Family Bank Ltd (2023-09 – Present)

Overseeing credit control function at the branch, managing the branch loan book, and providing leadership to Relationship officers.

• Overseeing the credit control function at the branch by enforcing adherence to the credit policy and procedures
• In charge of the branch loan book and providing leadership to the Relationship officers at the branch level
• The custodian of a comprehensive set of Credit Risk Policies and Procedures at the branch, as well as recommends any necessary changes in the credit policy to senior management
• Meet Business Banking sales targets both in number of accounts and volume and deposits through cross-selling to existing customers and acquiring new customers
• Responsible for growing and retaining customer base on Transaction Accounts, Current Accounts, and Savings Accounts as well as growing and managing all Business loan portfolios and Digital Products and services
• Generate target audience/lead lists and sales activities plans; implement and make fill-in accurate sales activities reports as well as customer visits to acquire new customers / sell bank products
• Promoting and selling a range of appropriate Family Bank product offerings and solutions that meet the financial needs of business customers
• Completion and submission of credit application information requirements together with supporting documents
• Ensure the accuracy and completeness of the documents are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated
• Ensure adherence to all bank's prescribed processes, standard operating procedures, and central bank requirements

Relationship Officer-Business Banker at Family Bank Ltd (2018-01 – 2023-08)

Met Business Banking sales targets and managed customer accounts and loan portfolios.

• Met Business Banking sales targets both in number of accounts and volume and deposits through cross-selling to existing customers and acquiring new customers
• Grew and retained customers based on Transaction Accounts, Current Accounts, and Savings Accounts as well as growing and managing all Business loan portfolios and Digital Products and services
• Generated target audience/lead lists and sales activities plans; implemented and filled in accurate sales activities reports as well as customer visits to acquire new customers / sell bank products
• Promoted and sold a range of appropriate Family Bank product offerings and solutions that meet the financial needs of business customers

Relationship Officer-Digital Financial Service at Family Bank Ltd (2015-01 – 2017-12)

Handled bank agents' inquiries, analyzed customer financial information, and grew digital platform income.

• Received and handled the bank's agents' inquiries and complaints, and provided information about the Bank's products and services
• Analyzed customers' financial information and recommended products to best serve customers/ company's needs
• Trained recruited Bank agents on Know-your-customer (KYC) requirements, Anti-money Laundering, and bank products and services
• Monitored the Bank's agents on compliance and safe operations and tracked their performance every month
• Grew the branch's digital platform income by 65% by recruiting new agents, issuing debit & credit cards, and issuing till numbers to businesses

Direct Sales Representative at Family Bank (2014-05 – 2014-12)

IT Technician at Next Technologies (2013-01 – 2013-12)

Masters of Business Administration in Project Management – Kenyatta University (2021 – On-Going)

BSc in Mathematics & Computer Science (Statistics) – Jomo Kenyatta University of Agriculture & Technology (2009 – 2012)

Kenya Certificate of Secondary Education – Mahiga Girls Secondary School (2008)