Naomi Maina

A well-seasoned strategic leader in business development, personal business corporate reconciliations, product financial markets, operations and service professional with experience in overseeing and managing the end-to-end client lifecycle unto excellent service, business retention and increased revenues. Over the years, I have gained skills in dynamic leadership, operations and service management, credit risk management, product performance, quality control and relationship management. Key highlights of my experience include; Quality product creations, tracking and driving uptake.

Effective accounts managements, credit risk analysis, operations and service structures setups, business recovery, implementing and monitoring strategic operations service metrics and initiatives to improve client experience, Establishing SLA and ensuring accountability, Team coaching and performance management, decisive decision making on finance and budgeting business and operational requirements, and ensuring compliance with the regulator's requirements. I have excelled in business development by building and maintaining business relationships that have resulted in consistent realization of revenue. Additionally, I possess a high level of business acumen and critical thinking in cross-functional processes analysis and problem resolutions for stakeholders.

My goal is to secure a position where I will grow and utilize my skills and experience to enable the organization grow and achieve its goals amidst prevailing conditions and competitions.

Standard Chartered Bank

Reconciliation Manager; September 2018 to April 2021 

Duties and Responsibilities

• Make sure that all daily, weekly, and monthly reconcilable accounts are reconciled, are accurate and reliable
• Make sure that all errors, mispostings identified in the reconciliations process are reversed in a timely manner by relevant units through escalation.
• Manage the local reconciliation team to ensure all accounts are reconciled as per Financial control policy 
• Ensure proper investigation and follow up on outstanding Nostro, Suspense and Sundry accounts items branches or other departments and agent banks.
• Work with IT teams to provide advice and guidance on the process design and re-design
• Ensure implementation & monitor compliance in relation to Money Laundering Prevention.
• Ensure both the outsourced and local reconciliation is well managed.

Duties and Responsibilities

• Smooth processing of daily transactions and provide quick response to internal and external queries 
• Timely dispatch of all confirmations for clients on manual dispatch.
• Increase straight through processing rate for clients confirmation
• Timely release by operations of instruction for payments to payments team
• Timely release of payments to other banks by payments in order to avoid putting the bank at risk of potential penalty charges.
• Monitoring and fast tracking of transactions for the priority clients.

Duties and Responsibilities

• Manage all client’s requests and complete them within the agreed Service Level Agreement
• Monitor workflow and ensure no late submission by the team reviewing the customer instructions
• Respond to all clients queries and provide timely feedback 
• Follow ups on all system issues for timely resolution.
• Manage leavers files to avoid unauthorized access to the bank systems 
• General departmental management in terms of leave management, overtime management, up to date management files, authorized system access, Conducting periodic staff evaluation, discussion on job performance and daily productivity 
• Manage staff opinions and speak up impact plans 
• Receive clients instructions through proper channels 
• Review internal systems and participation in development of improved work processes to enhance productivity, reduce redundancies and hence reduce production costs.
• Proactively identify and analyze inherent risks within the department and find ways of minimizing them.
• Manage processing and system tests in collaboration with Test & Process Management team for successfully implementation
• Enhance data quality in order to increase clients experience
• Handle clients queries and provide timely feedback
• Manage Money Laundering and terrorist financing risk 
• Follow the requirements of customers due diligence procedures 
• Create awareness and making prompt reports of Suspicious Transactions using the right internal channels.
• Conducting periodic independent self-assessment and quality assurance checks 
• Business Continuity coordinator and reviewing Logical access
• Enforce compliance to the Central Bank of Kenya guidelines.

Duties and Responsibilities

• Supervise Account opening Processes for efficient, accurate and timely processing of Accounts.
• Provide solutions to queries from both internal and external customers (all spokes)
• Provide superior service to all spokes, branches and by extension to SCB customers of the spokes.
• Ensure that signatures have been verified for Account Opening, for all work received from account maintenance.
• Ensure that all Account opening processes are carried in accordance with the agreed service guidelines
• Ensure that, account opening instructions are processed in accordance with the process flow and the agreed service guidelines.
• Handle customer queries & ensure that they are resolved within the provided timelines & SLA
• Ensure that money laundering requirements are followed as follows;
• By creating awareness and making prompt reports of suspicious transactions using the right internal channels.
• Maintaining an efficient tracking system of defective instructions sent to Account maintenance for rectification by the spokes.
• Ensure positive customer experience on CDD issues and all CDD requirements are met.
• Ensure smooth workflow in Account opening section and regulated working hours with a view of attaining nil overtime.

• Masters in Business administration-University Of Nairobi 2018-2020
• Bachelor of Science in Information Technology- Jomo Kenyatta University of Agriculture and Technology; 2003 - 2006
• Kenya Certificate of Secondary Education- Kiriani Girls Secondary school; 1998-2001