Experience

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  Icea lion group

  Nov 2002 - Aug 2006

  Customer service administrator
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  Nic bank limited

  Sept 2006 - Sept 2008

  Relationship officer
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  Commercial bank of africa (cba group)

  Oct 2008 - Oct 2019

  ▶️ Key Contributions & Results✦ Relationship Management: Established, built and strengthened one on one relationships with affluent clients, based on mutual respect, to retain customers and gain referrals.✦ Financial advisory services: Provided advisory services to customers on select bank services best suited to their specific needs and continuously educated them on the investment solutions available to them.✦ Wealth Management for the premier customers, credit and treasury investments, Risk Management of the portfolio and increasing wallet share of clients whether local or in the diaspora.✦ Networked and maintained strong relevant business synergies both internally and externally to aid in the delivery of top-notch customer service and continuous improvements in the bank's processes and products.✦ Portfolio management: Conducted needs analysis with all new and existing clients in my portfolio to ensure product opportunities identified were appropriate to meet clients’ needs and priorities.✦ Innovation: Identified customer needs not met by existing products and liaised with the products team and subsequent implementation of new products and services.✦ Facilitated key communication to customers in the portfolio by providing point-of-touch support.✦ Completed detailed customer documentation and due diligence for new customers upon hand-over from the Premier Acquisition team for enhanced compliance.✦ Drove increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements.✦ Customer Acquisition, Growth & Retention: Created and executed a client-driven relationship management and portfolio management strategy that resulted in increased revenue, profit, share of wallet and contained PAR within Bank guidelines. Show less ▶️ Key Contributions & Results✦ Spearheaded the growth of the number and value of term or fixed deposits and current account balances.✦ Developed customer relationships to ensure there were increased earnings, and utilization of all bank products.✦ Delivered the revenue and balance sheet targets assigned by identifying and maintaining target customers/ customer segments within each catchment area.✦ Built and maintained productive and strategic relations with customers, suppliers, line manager and stakeholders to drive the development and delivery of business solutions and revenue growth for the assigned sectors.✦ Took timely and proactive corrective action to mitigate potential losses, exercising effective portfolio stewardship and control.✦ Managed the profitability of product portfolios and customers as well as improved the profitability through increased fee income generation.✦ Developed and implemented accounts plans for existing and new portfolio clients around the Sales Force Effectiveness (SFE) business model to grow the bank’s share of wallet.✦ Managed, developed, and grew the Banks deposit book and ensured growth in the designated portfolio that support the lending portfolio whilst ensuring the customers were retained profitably. Show less ▶️ Key Contributions & Results✦ Built, maintained, and leveraged strong relationships with customers to influence the adoption of products that suit their financial needs.✦ Acted as the single point of accountability for all branch service delivery needs between the stakeholders while proactively driving service delivery for new workloads and expansion opportunities.✦ Built a high-quality success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics needed to achieve them.✦ Provided accurate and regular reports to the management on the performance of the service delivery.✦Orchestrated seamless operations by effectively coordinating communication channels between the branch, Central Office Units, and Operations Processing Centers, ensuring streamlined processes and minimizing disruptions.✦ Identified, measured, and mitigated risks associated with the support function, implementing robust physical controls for asset custodianship and proactively safeguarding against losses attributable to currency fluctuations.✦ Leveraged cash flow analysis to identify cash flow gaps, evaluate investment opportunities, and make informed decisions regarding capital allocation.✦ Demonstrated expertise in financial planning, encompassing budgeting, forecasting, and resource allocation to optimize financial performance.✦ Achieved financial targets by effectively managing cash flow, identifying areas for improvement, and implementing appropriate measures to enhance financial performance. Show less ▶️ Key Contributions & Results✦ Engaged clients, uncovering their needs and provided them with the appropriate products, services and solutions from the entire range of the retail banking suite.✦ Managed and anticipated client requirements with a focus towards managing the existing base as well as increasing cross product holding per client.✦ Built, understood and sustained relationships with the client‘s circle of influence.✦ Maintained consistent communication with clients providing complete, concise portfolio valuations and guidance.✦ Retained existing high value clients by growth of wallet with the bank through relationship management activities.✦ Resolved client queries without further escalation and existing portfolio supervision.✦ Drove ‘Needs based conversations’ with clients to provide suitable products. Focus on building relationship via consultative selling approach.✦ Established, built and strengthened one on one relationship with affluent clients, based on a mutual respect, to retain customers and gain referrals.✦ Conducted a needs analysis with all new and existing clients in my portfolio to ensure product opportunities identified were appropriate to meet clients’ needs and priorities.✦ Identified and pursued sales opportunities for affluent clients and ensure that the targets are met. Show less

  • Senior Relationship Manager, Corporate Banking- Service Industries

    Dec 2018 - Oct 2019

  • Relationship Manager, Corporate Banking- Conglomerates

    Jan 2016 - Dec 2018

  • Relationship Manager- Asset Finance

    Jan 2012 - Dec 2015

  • Relationship Manager- Bancassurance & Insurance Premium Finance

    Oct 2008 - Dec 2011
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  Ncba group

  Oct 2019 - now

  ▶️ Key Contributions & Results✦ Leading the development and execution of the Bank’s Corporate Banking strategy for the Group with sector specific focus on key deliverables.✦ Acquiring, developing, growing and sustaining customer relationships with the aim of increasing the Bank’s revenue from identified Corporate entities.✦ Developing and maintaining profitable customer relationships by diversifying income streams with focus on Non Funded Income and ensuring Share of Wallet (SOW) covenant adherence.✦ Driving business opportunities in the Regional countries where the Bank has established presence by networking with multinationals, large corporate and institutional clients to ensure that they benefit from the full range of services and products.✦ Spearheading budget preparation for the unit, annual marketing plans and strategies to achieve targeted growth objectives through Ecosystem Banking.✦ Enhancing client retention by providing a senior point of contact for complex requests, complaints and escalations while supporting the team to provide world class customer experience.✦ Conducting market research, competitor analyses and developing new products and solutions that broaden the ecosystems within which the Bank operates. Show less ▶️ Key Achievements:🏆 Consistently exceeded ambitious financial targets in business development. Achieved a 20% YOY balance sheet growth and 39% increase in revenue.🏆 Provided active collaborative leadership to a highly motivated business team resulting in Employee Engagement Score of >90% and Internal Customer Satisfaction Score of 112%.🏆 Structured and implemented a strategic sector-based Relationship Management approach in 2021/2022 following the merger of CBA and NIC Banks thereby entrenching industry expertise within the Corporate Banking team.🏆 Achieved Net Promoter Score of 138% anchored on proven expertise in driving sectorial thought leadership with internal and external stakeholders, including representing the Bank in industry events.🏆 Drove the successful acquisition of new business with deposits growth from Kes 26Bn to Kes 57Bn from 2021 to 2023 in Education, Healthcare, Service, Finance & Insurance sectors.🏆 Enhanced an initial single microfinance customer lending from Kes 1Bn to Kes 9Bn with revenues approaching Kes 1Bn in 2024; creating a model for banks to fund impact micro lenders and drive financial inclusion.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Drove business growth and retention in Non-Bank Financial Institutions (NBFI), Healthcare, Education and Professional Bodies sectors in the bank (Service Sector).✦ Managed budgeting, execution and achieved financial, non-financial and strategic targets for assigned sectors with an ecosystem approach to customer mapping.✦ Led timely preparation and submission of credit papers, annual reviews, business pipeline andportfolio reports. This included providing support to regional business teams in Uganda, Tanzania and Rwanda.✦ Proactively engaged with internal stakeholders to ensure customer fulfilment while ensuring strict adherence with all policy, regulatory and compliance requirements. Show less ▶️ Key Achievements:🏆 Achieved 60% digitization of collections and payments by onboarding large corporates with high transactional banking volumes onto Host to Host and Open Banking solutions.🏆 Established and led a highly effective Corporate Client Service department which steered critical customer data and T24 core banking system integrations during the CBA/NIC merger in challenging Covid 19 environment.🏆 Spearheaded customer segmentation designed to deliver a differentiated Customer Value Proposition to Corporate and Commercial Banking customers comprising 65% of the bank’s balance sheet.🏆 Championed the entrenchment of CRM 360 system to manage leads, call reports and account plans with utilization at >90% per Relationship Manager on monthly basis.🏆 Collaborated with Customer Experience to entrench customer feedback mechanisms including NPS, CSAT and CES scores which ultimately enhanced overall Customer/ RM awareness to 97%.🏆 Led the system integration and data consolidation project for Corporate Banking customers following the merger of CBA and CBA Banks.🏆 Reorganised and embedded Client Service department within Corporate Banking division which successfully steered service delivery during the challenging Covid 19 pandemic and post-merger period.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Oversaw the Analytics and Business Performance function within the division as well as provided project management support to ensure effective and timely implementation of strategic projects.✦ Leveraged relationship management experience to coordinate internal stakeholders to unify service delivery and issue resolution that resulted in customer satisfaction and retention.✦ Designed and reviewed internal processes and procedures impacting service delivery to Corporate and Institutional Banking customers which improved customer experience by monitoring adherence to inter departmental Service Level Agreements. Show less

  • Deputy Director, Corporate Banking

    Jan 2024 - now

  • General Manager & Sector Head, Corporate Banking

    Feb 2022 - Apr 2024

  • General Manager & Head, Client Services, Corporate Banking

    Apr 2020 - Jan 2022

  • Assistant General Manager, Corporate Banking

    Oct 2019 - Apr 2020