Albert Swai

Experience

• 

  Stanbic Bank Tanzania

  Jan 2012 - now

  Customer service• Ensuring optimum availability of the channels’ services by managing uptime.• Monitoring month to month up-time statistics, propose and implement corrective measures.• Ensure that all queries and problems are resolved promptly inline with turnaround time standards through monitoring and controlling systems in branch network and at customer care centre.Operational Effectiveness• Electronic Banking Projects Managemento Taking ownership of projects to ensure successful implementation and/or completion within the planned time lines o Managing all stakeholders on which the projects are dependent.• Understanding and implementing the strategy and design (look, feel, layout, capacity and functionality) of the Self-service products and channels. Identifying and implementing product and marketing requirements• Developing and facilitating implementation of optimal pricing solutions for the channels and their products and ensure optimal revenue recovery by monitoring fee recovery systems.• Co-locations and partnerships:o Developing and managing co-location partnerships and opportunities with regards to these products and channels for the countryo Developing and managing relationships with target companies and spearhead the successful conclusion of agreements, i.e. utility, telecommunications etc.• Conducting product and channel audits, identifying and analysing deficiencies and underperforming areas and developing proposals that will close gaps, enhance customer service and optimize return on investment• Ensuring that staff in branch network and CCC are kept up to date regarding changes/enhancements to products and processes which impact customer service under the channels.• Assisting PORs in achieving targets and standards of performance by providing consistent coaching, encouragement and guidance.• Ensuring all suspense accounts under self-service channels are balancing and settled. Show less • Telephone sales of possible solutions (based on product wheel).• Meeting specified sales and x-sell targets.• Meeting specified outbound sales target.• Offering transactional, financing, savings, investments, wealth and electronic solutions to customers.• Actioning daily campaigns x-sell primary sales hook and next best product as per product wheel.• Actioning catch-up campaigns.• Actioning re-active sales lead from branch• Building relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty. Show less

  • Manager Digital Channels - Business and Commercial Banking

    Oct 2024 - now

  • Manager Digital - Business and Commercial Clients

    Jun 2021 - Sept 2024

  • Manager, Self Service Channels

    Jun 2017 - May 2021

  • Ag. Head, Self Service Channels

    Dec 2016 - May 2017

  • Self Service Channels Consultant

    Nov 2013 - May 2017

  • Telesales Consultant

    Aug 2012 - Oct 2013

  • Direct Sales Agent

    Jan 2012 - Jul 2012