Dalitso Ndolo

Experience

• 

  Barclays Bank Zambia PLC

  Aug 2008 - Sept 2018

  • Support Digital Channels team tie up with third parties like utility companies, aggregators, etc.• Assist with designing operational process flows for account opening, pin changing, etc.• Research and evaluate potential vendors• Fine-tune product features and functionalities• Drive execution of project plans for development• Benchmark our products versus competition• Research state-of-the-art solutions in our markets and beyond• Translate Retail business requirements as well as customer needs into deliverables and drivers for the in-country E-Channel strategy.• Establish a road-map for the delivery of business requirements and the technology footprint available.• Review customer satisfaction surveys to identify E-Channel issues. • Prepare business cases for new E-Channels, such as Internet Banking for submission to Retail Management. The business cases need to incorporate profitability analysis.• Actively drive down E-Channel delivery cost.• Interface with local regulators where required for new E-Channel setup or license requirements. Escalate complex unresolved issues to the Line Manager for follow up.• Research opportunities and prepare proposals and cooperation agreements with third parties as required for E-Channel Development.• Set E-Channel performance targets based on Retail sales objectives.• Identify E-Channel performance gaps and create action plans to address the gaps.• Develop E-Channel initiatives that enable a position of competitive advantage.• Prepare MI for sharing with the rest of the E-Channels team• Research international trends, best practice and benchmark operations against the same.• Ensure that all e-channels utilized meet Barclays requirements relating to governance and configuration management.• Ensure that required project governance standards for the launch of new distribution channels are adhered to.• Ensure that all channel security requirements are met in line with the bank’s standards. Show less • Coordinating with partners and driving activation program for respective Debit and Prepaid Cards• Liaising with internal teams to increase card usage on new accounts• Creating product awareness amongst different channels by publishing periodic information and analytics for Debit and Prepaid Cards.• Engage branches for training on various card products to increase card penetration in respective portfolios• Leading all Debit and Prepaid card initiatives and Loyalty programes• Ensuring card MI is collected and shared with stakeholders on a weekly basis• Creating a card proposition that meets the requirements of the banks respective segments• Responsible for managing a profitable Debit and Prepaid card proposition Show less • Responsible for retention of existing Top 200 merchants and recruitment of new customers. Each Team Leader to pro-actively manage Top 50% of customers e.g. 100 – 150 customers each. Some will cover vast areas and will therefore need to be flexible to travel as required and be able to deal with customers remotely.• To recruit profitable new business and then to establish, manage and develop long term, Profitable Relationships, ensuring the provision of first class customer service and maximizing business opportunities to achieve key objectives and goals• Manage all aspects of risks associated with the acquiring business with in-country teams and supporting functions; KYC, AML, Credit Risks, Regulatory and Card Scheme compliance Show less Authorisation of local and international payments. Ensuring that cash is managed and limits adhered to and excesses reported and evidence kept.Reconciliation of controlled stationery in the Strong RoomUndertake required processing and servicing activity in accordance with set procedures.Comply with operational risk and rigour standards in respect of protecting people,customers, assets and the organisation. Ensure team members are in compliance. Ensure processing of salaries,Managers Cheques and Drafts.Ensure that all working stock is reconciled at the end of the day.Responding to queries from our correspondents and non-corespondent banks.Ensure returns are submitted in a timely manner.Ensure all Drafts,Managers Cheques are screened before being given to clients Show less Provide effective team leadershipMonitor the functioning of team processes and allocate tot tasks as necessary to ensure work is completed as efficiently as possibleChampion Performance Development, ensuring quality of Performance and Development Plans, monitoring performance and ensuring fairness of assessments.Ensure team members are adequately trained to carry out their roles.Support and adopt the implementation of change initiatives and ensure that team members are prepared for change.Participate in local events to support local needs, develop individual and team skills and raise Barclays profile in the local community. Provide cover for the other team members as required and do any other duties that may be provided by line manager from time to time. Show less Payments Processing: Outward International and Local remittance of funds.Custodian-Branch cash management and monitoring of deposits and withdrawals to ensure they are within the set policies.Giving financial advice to new and existing clients on various products and services.Raising and posting entries for various intra and inter-bank transactions.Responsible for making various cash payments and verification of deposits including Forex.Customer query resolution and escalationPerform additional duties that may be required by supervisor or the company as a result of the business needs or other circumstances.Continuously strive to develop and maintain good rapport with customers and ensuring customer satisfaction.Collecting and posting of cheque depositsProcessing month-end statements for clients Show less

  • Product Assistant - Digital Channels

    Jul 2017 - Sept 2018

  • Product Assistant - Prepaid & Debit Cards

    Jul 2015 - Jun 2017

  • Relationship Executive - Acquiring

    Jan 2014 - Jun 2015

  • Team Leader - Local and Foreign Payments

    Feb 2012 - Dec 2013

  • Authoriser-Call Back

    Feb 2011 - Jan 2012

  • Customer Service Advisor

    Aug 2008 - Feb 2011