First Capital Bank is one of the leading regional banks in the sub-saharan Africa region, with presence across Malawi, Botswana, Mozambique, Zambia, Zimbabwe and Mauritius. I am responsible for all retail banking business for the FCB group including its individual/premium/sme customer segments as well as all the product areas including digital, payments and any new fintech opportunities. Through this role, I am hoping to positively impact many lives across the region!

I led the personal financial services division at Bank One which included retail banking, offshore banking, business banking and a fintech venture. I transformed a loss-making business line in to highly profitable one by scaling up the domestic market share on key product areas like mortgages and cards, developed new propositions that opened access to international wealth markets for high value clients, and transformed the experience through multi-award winning digital capabilities. Was also… Show more I led the personal financial services division at Bank One which included retail banking, offshore banking, business banking and a fintech venture. I transformed a loss-making business line in to highly profitable one by scaling up the domestic market share on key product areas like mortgages and cards, developed new propositions that opened access to international wealth markets for high value clients, and transformed the experience through multi-award winning digital capabilities. Was also awarded as one of the most influential retail bankers in SADC region. Show less

Board of Director at King's Group Academies, working to turn around under-performing schools and deliver academic excellence utilising the most up to date teaching and learning approaches. Our academies support our students to gain the confidence, resilience and appetite to succeed in life with an enriching international dimension.It is part of King’s Group that has spent nearly fifty years delivering the English National Curriculum to children, many of whom do not speak English as… Show more Board of Director at King's Group Academies, working to turn around under-performing schools and deliver academic excellence utilising the most up to date teaching and learning approaches. Our academies support our students to gain the confidence, resilience and appetite to succeed in life with an enriching international dimension.It is part of King’s Group that has spent nearly fifty years delivering the English National Curriculum to children, many of whom do not speak English as their first language with a long and distinguished history of educational leadership across Europe, Middle East, Asia and Latin America. Show less

Accountable for profitably expanding the global retail banking customer franchise, with a particular focus on attracting younger customers, driving primary banking relationships with emerging affluent segments and improving the experience for richer emotional connections. Transformed the strategy for mass and emerging affluent customers by creating a new engagement approach that customers value and bank can delivery profitably. This included simplification of our range of propositions… Show more Accountable for profitably expanding the global retail banking customer franchise, with a particular focus on attracting younger customers, driving primary banking relationships with emerging affluent segments and improving the experience for richer emotional connections. Transformed the strategy for mass and emerging affluent customers by creating a new engagement approach that customers value and bank can delivery profitably. This included simplification of our range of propositions, launch of new products that uniquely address customer jobs, and scaled delivery of new digital capabilities to better meet the everyday banking needs of target segments. Led HSBC’s first bank-wide implementation of Net Promoter System. I managed the cross-functional delivery teams that successfully launched new strategic and transactional NPS programmes across all key markets, linked it with internal data to develop the economic case for improved experiences, reprioritised investments to sharpen focus on experiences that matter to customers, redesigned 30+ key customer journeys, and successfully landed a range of programmes to curate real customer obsession. Show less

As the marketing lead for small business owners, I led the work on creating a deep understanding of the segment and category, co-designed a unique integrated proposition (“HSBC Fusion”), developed its award winning brand and marketing strategy including creative assets, customer acquisition tactics, etc. and drove its scale out across markets globally. Double-hatted as COO for the retail and wealth marketing functions. Responsibilities included marketing strategy and planning… Show more As the marketing lead for small business owners, I led the work on creating a deep understanding of the segment and category, co-designed a unique integrated proposition (“HSBC Fusion”), developed its award winning brand and marketing strategy including creative assets, customer acquisition tactics, etc. and drove its scale out across markets globally. Double-hatted as COO for the retail and wealth marketing functions. Responsibilities included marketing strategy and planning, optimising marketing performance and ROI, finance and budgets management, risk, governance, marketing operations and talent management. Drove the adoption of marketing sciences, agile ways of working, enhanced marketing stacks and reframed agency partner relationships to improve the effectiveness of marketing. Show less

Business management for HSBC UK's wealth management division. Managed the delivery of a substantial transformation programme (people, products, processes) and coordinated activities to achieve financial and operational performance ambitions.

Reinvented the business from a niche offshore deposit gatherer to an expat focused direct wealth management business, keeping it relevant with changing customer priorities while doubling profits. As its 'chief customer & marketing officer', led all priorities in relation to products, propositions, marketing, customer relations and strategic business development.

Part of the digital team that released HSBC’s first global public website, reflecting customer needs and business ambition. Spearheaded customer experience improvement programmes in relation to complaints handling, service standards and key emotionally charged moments of truths like payments fraud, application declines, change of RM, etc.

Led one of HSBC’s first partnership with fintechs to innovate an award-winning payment card and loyalty platform that drove new incremental revenue for HSBC’s private label business. Played the role of a 'chief product officer' and a 'commercial director' to deliver product vision and successfully achieve growth targets.

Managed credit analysis and implementation of HSBC’s Basel II framework for European corporate banking clients within the Retail and Consumer Brands sectors. This role gave me a practical understanding of corporate strategy, financial analysis, credit risk and risk management.

Multiple branch banking and sales management for the retail banking and wealth management division of HSBC India. This is where I cut my teeth on basics of financial services and customers.