Susan Chisitsa

Experience

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  NIC BANK

  Aug 2008 - Jun 2011

  Electronic Banking & Cash Management Officer

  • Maintaining smooth and regular operations between NIC Online and the customers• To drive utilization, penetration and dominance of all e-banking products by assisting all business units.• Aggressively educate and migrate customers from legacy systems to the developed platform of online banking. • Handling all corporate and retail internet banking queries and resolving issues within the set turn around time.• Making a call-back on online transactions to minimize fraud• Maintaining a database of times when the system has issues or downtime and keep this updated regularly• Attending to audit queries, performing snap-checks monthly and ensuring that any anomalies/exceptions are sorted out.• Preparation of end month income reports.• Increase the customers share of wallet by cross-selling other bank products and services by cooperating with other areas of the bank to enhance the overall marketing effort of the corporation.• Strategic planning of the ebanking business to help the corporate team meet monthly and quarterly goals.• Maintaining high level customer contact through phone calls and customer visits to train clients on how to use ebanking and troubleshoot for clients on site. Show less

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  African Banking Corporation (ABC Bank)

  Jun 2011 - May 2013

  Implementation Officer: Electronic Banking & Cash Mgt

  • Being an Electronic Banking and Cash Management consultant for ABC Bank by driving utilization, penetration and dominance of all e-banking and Cash Management products by assisting all business units and the Customers.• Assisting in the roll out of new EB system and upgrade releases by participating in User Acceptance Tests.• Providing customer service support to the portfolio of EB customers in Kenya and participate throughout the entire process of pre-implementation survey, customer demonstrations/technical discussions, pre-installation check, customization, installation and training and post implementation support process.• Working closely with and providing marketing support to Corporate Relationship Managers (RMs) and Sales Managers in SME & Retail Banking, to secure the business of potential E-Banking customers and meet customers’ Electronic Banking needs.• Monitoring and ensuring maximum utilization of EB products by customers and increase of revenue through EB products. Among other things, this involves engaging senior management in organizations.• Ensure product mix by clients in utilization of Cash management products i.e. Online banking, Cash in Transit and Mpesa.• Ensure Maintenance of a healthy business environment through strict Compliance with AML as defined by the bank’s policies and procedures together with Kenya’s banking regulatory requirements.• Providing 1st level of Customer Support to resolve customer technical operating problems by further investigation, rectification and including on-site trouble-shooting, both through own technical expertise and through close liaison with Technical Service providers where applicable.• Preparation of end month Non Funded Income (NFI) report and circulate to the interested parties. Show less

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  Co-operative Bank of Kenya

  Jun 2013 - Jun 2015

  Relationship Manager - E -Channels

  •In liaison with the Account Relationship Managers in Corporate Banking, Institutional Banking, Government banking and Public sector departments, Sacco banking and Agribusiness Units review the portfolio of their customers with a view to determining potential clients for E-Banking business- specifically Jumbolink, direct debits,Mobile banking, internet banking and M-Collections within the portfolios.•Co-ordinate and ensure adequate after the installation / setup training of clients on the Ebanking system and across the bank’s network.•Hold monthly meetings with assigned branches to review performance every once a month and provide a return•Provide call reports for branch meetings and customer visits.•Make E-Banking presentations and demonstrations both to internal & external customers.•Ensure completion of all the necessary forms and /or agreements required for installation and customer setup.•Initiate a sales strategy for potential customer’s generation from all our branches.•Provide support and training to the E-Banking Champions in your assigned regions to ensure they are adequately equipped to perform their role.•In liaison with the relevant departments, sell and exceed the agreed cross selling target products•Prompt communication of all relevant information to branches to enable them manage customer issues and expectations•Liaise with E-Banking Operational Support to ensure quality level of service to customers and adherence to SLAs.•Continuously keep in touch with customers to ensure excellent customer satisfaction and retention.•In liaison with assigned branches & E-Banking support migrate 80% of customers from legacy systems to the new Internet Banking System.•Follow up and solve all customer complaints in liaison with IT,COU & other relevant departments; Show less

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  Gulf African Bank Ltd

  Jun 2015 - Apr 2022

  Manager, Digital Banking

  Responsibilities• Business Development: This has involved Increasing the wallet share of the bank through locating potential business opportunities and closing the sales by acquiring the customer. Developing strategic partnerships with other players in the financial sector to maximize on product offerings e.g. telecommucation companies, vendors, integrators and money transfer service providers. Negotiating contracts on behalf of the bank to ensure interest of the bank are protected with senior management of companies. • Setting up the E-channels Department; this has involved formulation of E-channels Policy and structures that will govern the E channels department..• Strategy Formulation; this has involved formulating a 3 year strategy for the department and presenting to the executive committee of the Bank. • Marketing and Channel Optimization; this has involved coming up with marketing strategies to reach the customers• Project Management; this has involved being the project manager for all the projects (mobile banking phase 2,internet banking , ATM’s and the KIT’s) for the E-channels department by preparing  Business cases and ensuring sign off’s  Preparation of the Request for Proposals Respond to the Response by vendors to ensure completeness of the proposal Set up the Project team at the Bank Participate in UAT’s(User Assessment Tests) Participate in Live deployment• Team Management ;this has involved managing a team (champions) who are stationed at each branch to mandated to sell the e-channels products and I have been tasked to manage third party relationships i.e. Telco’s ,Vendors and International Money Transfers.• Project Owner-KIT’s (Kenya Bankers Initiative); this has involved participating in this project and ensure the Bank is in line with the industry in terms of implementation. Show less

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  Wasoko

  Dec 2021 - Feb 2024

  East Africa Financial Services Program Manager
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  VisionFund International

  Nov 2023 - now

  FAST Business Development Manager- World Vision Inclusive Finance Group

  In my position, I focus on enhancing access to formal financial services for Savings Groups (VSLAs) through FAST lending. I spearhead expansion initiatives into new countries by collaborating with savings group implementing partners and establishing linkages between Savings Groups and Financial Services Providers (FSPs). Additionally, I provide Technical Assistance support for designing and implementing pilot tests, capturing valuable insights and best practices to bolster internal capacity and knowledge in savings group lending. Show less