Joyce N. Wanjiku Email & Phone Number

Kenya

Nairobi, Kenya

• Spearhead the execution of the overall Women Banking Segment strategy within the SME Business to increase revenue, profitability, and market leadership through driving sustainable new to bank customers, liability growth and revenue growth initiatives.• Foster strategic partnerships with stakeholders to advance gender-focused initiatives • Lead efforts to maximize penetration into the Women Banking segment, focusing on customer acquisition, retention, cross-selling, and increasing revenue per customer• Develop and manage project plans and budgets, tracking progress and measuring impact against set objectives to ensure successful outcomes• Contribute to knowledge-sharing platforms and participate in relevant conferences and forums • Collaborate with product teams to design and launch targeted campaigns aimed at driving new-to-bank (NTB) acquisitions, monitoring campaign performance, and optimizing propositions to boost revenue and profitability• Responsible for the development of the segment strategy and developing commercial business case to secure commercial approvals for the segment.• Coordinate and lead project meetings, stakeholder forums, and presentations to communicate project updates and maintain strong engagement.• Break down the service strategy into actionable bits by individual staff in the department – through departmental and individual customer experience success plans• Monitor project financials to ensure on-time and on-budget completion of initiatives• Conduct in-depth analysis of customer feedback from CX surveys, identifying service gaps and collaborating with the SME team to implement targeted training and improvements.• Championing the CX reward and recognition for SME service stars while working closely with People Function and Customer Experience Team• Continuously monitor the active customer base within the Women banking segment and develop strategies to address customer retention and satisfaction.

Nairobi, Kenya

• Primarily responsible for own portfolio management of customers ensuring appropriate level of service and advise to meet specific needs. Enhanced client retention by providing a one-stop point of contact for all the client’s needs and requirements while providing world class customer service.• Used financial tools such as account conducts, account plans and financial statements analysis to give timely lending decisions and credit facility requests to clients.• Manage the P&L financials at customer level, and all critical Key Value Drivers associated with the Woman Banking segment performance including segment profitability.• Drove strategic partnerships and collaborations with key departments that manage market research, customer experience, risk and financial analysis to align to the segment/business market unit goals.• Appraised clients’ businesses and identified inherent lending risks (business, financial, market & repayment risks).• Conducted market intelligence and reported findings to the SME Department for product repackaging. Undertook periodic customer and credit review of repayment records/outstanding loan balances against sanctioned credit limits & charged securities and prepared an early alert report for non-performing loan facilities for remedial action.• Planned and executed regular client call visits to business premises/projects and compiled detailed call reports.• Managed the current accounts on payments against effects not cleared (ENC) while monitoring sanctioned account limits. • Analyzed both Internal and external customer environment to draw insights into the SME segment offerings and propositions to optimize revenue and profitability.

Kenya

• Portfolio management of Nakuru, Kisumu, Thika and Eldoret customer portfolios by monitoring customer account performances, advising fate of clearing cheques, monitoring valuation reports, insurances and credit facilities.• Generated new business whilst maintaining existing client base of 3,000+ customers in order to achieve set business targets • Ensured high quality standards of customer experience is provided in order to attract, retain existing and new to bank customers for increased sustainable business• Championed growth of non-funded income lines to ensure a balanced healthy business portfolio• Prepared branch training schedules and ensured training of branch staff for SME segment business continuity • Ensure that all operations and controls within the branches are adhered to and in compliance with set regulations, to protect the business• Prepared and presented appropriate reports on assigned client portfolios per the set operational guidelines• Initiated and carried out recovery action plans on over 300 non-performing credit facilities.• Risk management and compliance-consistency in adherence to and application of established KYC, CBK and AML policies, processes and tools to achieve optimal efficiency, compliance and cost containment

• Professionally handled incoming requests or queries from customers and ensured issues were resolved both promptly and thoroughly in a timely manner either via phone or email as per the set SLAs • Processed new bank accounts while adhering to set procedures and guidelines thus limiting the bank exposure to risk and litigation. Adhered to AML/KYC regulations as per procedures to ensure compliance• Received, vetted and forwarded application forms for various bank services and products to other departments. Processed customer transfer instructions (RTGS, SWIFT, PAYE, EFT and Internal transfers)• Correct and timely collection of bank revenue i.e. bank charges and commissions to enhance the bank’s profits. Training of new staff members as well as maintain excellent staff relations.• Customer information management and personal progress tracking with CRM and DMS software• Attracted potential customers by answering product and service questions in regard to services offered; suggesting information about alternative services offered by the Bank. • Recommended potential products or services to management by collecting customer information and analyzing customer needs and collected customer information • Custodian of debit and credit cards. Liaised with the cash management team for branch cash requirement, repatriation, and reconciliation. Monitored the branch ATM and loading cash as and when needed. Reconciled of branch suspense account as per laid out procedure

Nairobi, Nakuru

• Accurately and efficiently made cash payments in a way that maximizes customer satisfaction, meeting daily transaction targets• Cross selling the Bank’s products and services• policies and procedures • Received cheques and cash for deposit, verifying amounts and authenticity of currency, and checked the accuracy of deposit slips. Examined cheques for endorsements and verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents• Post customers' transactions to record transactions and issue duly stamped receipts for the same and ensure daily physical cash and core Bank system balancing • Supported the cash officers and branch operations manager in preparing cash for requirements and repatriation to and from Central Vault and CBK • Reconciled cash at the end of the day through a physical cash count and monitoring the intra-day cash limits for other branch tellers• Monitoring ATMs and loading cash as and when needed • Ensuring safe custody of cash and serialized stationery• Authorizing teller vouchers of up to Ksh. 500,000 in the Core Banking System as they are being processed while the cash officer is away on leave• Supported the cash officer and operations manager in their duties to ensure that customers got the best in terms of service delivery in accordance to the Bank’s policy, procedures and guidelines

Bachelors Degree In Business Management, Business Administration And Management, General

Certificate, Chinese Language And Culture

Certificate, Agriculture Finance

Advanced Diploma, Business Administration And Management, General

Certificate Of Achievement, Standards And Sustainability

The course analyses the benefits and costs for enterprises to become certified to Voluntary Sustainability Standards, stressing the fact.

Certificate, Gender Lens Investing

This course demonstrates that Gender Lens Investing as an important element not only for the Sustainable Development Goals but for all our.