Norah Auma

To use my gained experience and skills in Sales and Relationship Management to build a fulfilling career and to positively impact on meeting the organizations’ goals and objectives. I possess a wide range of knowledge and skills in banking that i have gained over my 16 years’ experience in various departments within the banking industry.

Relationship Manager, Elite and Diaspora Banking - SBM Bank - Nairobi Branches

(2025-01)

• Acquire new high net-worth affluent individuals as per criteria outlined in the segment value proposition
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximize life cycle opportunities.
• Conduct a need based analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customers needs and priorities.
• Comprehensively explore customers’ short and long term financial goals/ aspirations and keep up to date with changes in the financial needs and financial position of the customers.
• Conduct a comprehensive calling / contact management programme for all customers within own portfolio supported by call reports that document salient issues and future opportunities identified
• Pro actively manage the portfolio to maximize revenue for the Bank, minimize costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Ensure the customer is central to the entire life cycle approach of maximizing sustainable value add to both the customer and the Bank
• Acting as a trusted advisor to customers in terms of wealth and asset management

Relationship Manager, Consumer Banking - NCBA Bank - Mombasa and Nairobi Branches

(2014-09 - 2025-12)

• I am in charge of acquisition, growth, retention and servicing high net worth customers under my portfolio leading to increased liabilities, assets and revenue.
• Identifying sales opportunities and prospects within my current portfolio and potential clients and follow up on referrals for conversion
• In 2021, I achieved 500% in mortgage disbursements as a result of employing new innovative sales strategies
• I monitor and ensure funding of zero balance accounts and inactive accounts for funding and therefore increase low cost deposits
• In 2014 while working as an Operations Assistant in Mombasa, I was promoted to the role of a Relationship Manager as a result of my exemplary performance in referrals and identifying sales opportunities when serving customers.
• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• Preparation of weekly and monthly performance reports in readiness for performance meeting with the management team
• Managing a team of 5 sales staff and ensuring that their performance is within the acceptable performance standards through coaching and leadership.
• Preparation of credit applications and ensuring proper documentation for approved facilities.
• Vetting client’s applications and assessment as per Bank policy and CBK Prudential guidelines.
• Successfully trained the branch team on product and sales knowledge

Operations Assistant, Branch Banking - Commercial Bank of Africa - Mombasa

(2014-04 - 2014-08)

• Customer Service- handling customer queries and requests
• Telling duties: - Receiving deposits and making payments, foreign currencies exchange and money transfers.
• Offering exceptional customer service to CBA personal Banking customers
• Preparation of bankers cheques
• Account opening and acting on customer instructions in accordance with the service level agreement

Sales Staff - Commercial Bank of Africa - Mombasa

(2012-02 - 2014-02)

• Organizing presentations in companies to increase sales prospects.
• Organized and conducted Product Refresher training on Personal Banking products to staffs in Moi Avenue Branch (Accounts, Cards and Lending products) in Mombasa branches.
• Achieved and surpassed my sales target consistently in respect to asset numbers & value since joining personal banking department in February 2012.
• Offered highly personalized service to customers and effectively managed clients’ complaints through relationship management and some cases turning them into opportunity for cross selling leading to customer retention, sustainability and satisfaction.

Sales Staff- Corporate and Business Banking - Kenya Commercial Bank - Eldoret

(2010-10 - 2012-01)

• Identifying and on boarding of new Corporate banking customers
• Assisting the Corporate Banking Relationship Manager with document perfection
• Communicating the banks terms and conditions to Corporate customers especially those borrowing
• Doing call reports after successful customer visits to be used by the analyst for credit request
• Collecting real data together with the Relationship Manager

Bachelor of Science - Agric. Biotechnology - Moi University, Eldoret (2006-09 - 2010-09)

Micro computer Application packages, certificate course - Egerton University, Njoro (2005-03 - 2005-05)

KCSE - Kilimo High School, Egerton University (2001-01 - 2014-11)

KCPE - Egerton Primary School, Njoro (1992-02 - 2000-11)