Wendy Muthee Email & Phone Number

Head Office

• Develop effective strategies to manage customer relationships, anticipate customer needs and provide superior quality service.• To build and maintain productive and strategic relations with customers to drive the development and delivery of business solutions and revenue growth for the assigned sectors.• Take timely and proactive corrective actions to mitigate potential losses, exercising effective portfolio stewardship and control.• Ensure strong cross-selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the bank• Filing concise, but informative, call reports after customer visits (these should specify topics discussed, customer needs/ feedback, potential product needs, next steps, credit-relevant information).• Build a high-quality client portfolio by effectively managing clients across the entire credit cycle.• Grow the bank's liabilities, assets and non-funded income (NFI) in the SME banking sector.• Prepare and subunit the branch periodic SME Business growth Plan.• Promote active utilization of the bank's Credit and Treasury facilities to existing and potential clients.• Conduct consistent monitoring to prevent default on client’s payment, alterations in the client’s business, and to be aware of forthcoming client’s financial needs.• Continuously scan the environment to identify fresh business opportunities and play an active role in product development relevant to the SME Banking sector.• Appraise loan applications and prepare quality proposals that meet the set standards and credit requirements by using the prescribed score cards and checklist.• Process disbursement requests for all lending products. • Monitor the SME portfolio to ensure that Portfolio at risk (PAR) and Non-Performing loans) NPLs are kept within the acceptable levels by following up on all approved loans, making calls to clients with loans in arrears to support timely collection.

Kenyatta Avenue Branch

• Identify and develop a target pipeline and aggressively market for new and profitable clients from the identified target business/sectors• Drive excellence in relationship management by developing regular customer call schedule/program, resolving any customer complaints promptly and professionally.• Cultivate good rapport with corporate clients and ensuring the bank becomes the choice for their investment and banking.• Increase product penetration for the customers under management by reviewing their portfolio to determine potential cross sells and proactively recommend new products to customers. • Initiate credit applications for new and existing customers by completing the documentation with customers, completing the required financial analysis and submitting applications to credit risk for approval. • Appraise loan applications and prepare quality proposals that meet the set standards and credit requirements by using the prescribed score cards and checklist.• Process disbursement requests for all lending products • Monitor the SME portfolio to ensure that Portfolio at risk (PAR) and Non-Performing loans) NPLs are kept within the acceptable levels by following up on all approved loans, making calls to clients with loans in arrears to support timely collection.• Ensure compliance to Know Your Customer (KYC) and Anti Money laundering (AML) requirements in all dealings with existing and potential customers.

 Provide splendid customer services to customers in a friendly and courteous manner at all times Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties Inform and suggest new banking products to customers Provide information to customers on their account status and account balances Open new bank accounts according to laid down rules and guidelines Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions Participate in marketing and awareness campaigns in the bank to create an enlarged customer base Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction Ensure that customers’ confidential information is properly protected and only used for official purposes Be involved in performing some financial related and marketing transactions Channel complex customer complaints and challenges to the right quarters for effective resolution Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.

Kenyatta Avenue

• Oversee and implement Bank strategy at the branch level• Facilitate effective relationship management for external and internal customers• Monitor and implement compliance with regulatory and policy requirements with regards to banking environment• Ensure and oversee that the information in the banking core system is accurate and up to date• Central operations - clearing, payments, cash management and reconciliation.• General Administration: Managed the authorization and approvals of transactions , Branch Handover / Takeover , Stationery Control , Mailing and Retention periods for books and papers; Vault custodian, Manages Snap checks and escalated Customer Service issues. • Branch security management both for staff and other bank assets• Daily monitoring: monitor and maintain an up to date position of all the Assets and Liability accounts and monitor respective trial balance for accurate reporting • Balancing and reconciliations: Balanced all control accounts and liaised with Head Office for Reconciliation of outstanding items posted in the system• Support the assigned Branch with a consistently high operations efficiency while ensuring staff engagement and customer satisfaction• Proactively identify and assess the risks faced by the branch, manage the risks and have an effective system of controls in place to reduce overall exposure and provide a secure, appropriately staffed, cost-effective and responsive sales and service delivery infrastructure• Make sure that branches and assets were safely guarded against preventable loss• Regularly check and make sure that Branches were adequately staffed to provide a prompt and effective service to their customers• Oversee customer service delivery, maintain and improve service standards in order to ensure customer satisfaction and retention

• Actively support in marketing the defined product offering e.g. in Spot, Forward and FX Options to clients and enhance the business turnover and profitability.• Develop a robust and loyal core customer base by building relationships with key decision-makers. • Strengthen customer penetration in forex / Treasury Products by cross-selling of FX products & taking up referrals from other units• Maintaining a high standard of customer service in order to increase Bank's market shares • Keeping abreast of the latest market developments, Competitors tactical mapping and market intelligence.• Help / guide the client in completing the transaction (TT and internal transfer)• Conclude the FX deals (sale or purchase currencies) with clients on phone.• Keep track of products and marketing initiative of competitor banks in the market• Ensure compliance to all policies and procedures issued in relation to money laundering prevention, CDD, operational risk, sales processes, mis-selling, etc.• Keeping customers informed on what is happening in the market and concluding deals with them within approved limits.• Actively managing individual call sheets, consistently updating / reviewing the same regularly• Carrying out market intelligence and collating new information on market trends and competitor activities on behalf of the branch and treasury department.

Kenyatta Avenue Branch

 Provide splendid customer services to customers in a friendly and courteous manner at all times Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties Inform and suggest new banking products to customers Provide information to customers on their account status and account balances Open new bank accounts according to laid down rules and guidelines Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions Participate in marketing and awareness campaigns in the bank to create an enlarged customer base Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction Ensure that customers’ confidential information is properly protected and only used for official purposes Be involved in performing some financial related and marketing transactions Channel complex customer complaints and challenges to the right quarters for effective resolution Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.

Kenyatta Avenue

• Responsible for the authorization of all cash entries and back office entries• Vault custodianship -Co-ordinate cash repatriations / replenishments, custodian of payment instruments i.e. bankers cheques, drafts and safe custody items• Resolved Customer Problems, cross-selling and ensured minimal complaints from customers• Maintained operational excellence for the branch to support high standards of service delivery• Provided prudent cash management in the branch to ensure that there was adequate but not excessive cash holding • Offered smooth delivery of service to customers; minimized risks of loss and opportunity for revenues by ensuring nil income leakage• Maintained the security and confidentiality of bank and customer information• Provided daily checking of all the transfer vouchers and ensured that the same was properly stitched• Ensured that all entries were verified in the system at close of day• Carry out ATM reconciliations, loading the ATM, adhere to ATM holding limit and achieve acceptable ATM uptime.• Achieve 100% compliance to bank policies and procedures, attain acceptable audit, snap check and compliance rating, zero tolerance to frauds in area of responsibility, and achieve acceptable Branch service uptimes/systems availability• Achieve NIL fraud incidences in area of responsibility

Kenyatta Avenue Branch

• Managing teller schedules, ensuring there are tellers to provide sufficient service levels during busy periods• Supervising each teller’s daily reconciliation and ensuring nil cash differences. • Ensuring that tellers are trained and they comply with the stipulated policies and procedures. • Daily tick back/ batch proofing teller transaction vouchers ensuring nil errors and postings are done on time.• Carry out end of day cash reconciliations.• Processing all back office transactions i.e salary processing, account transfers, house cheque deposits etc.• Confirm teller cash before transferring to the vault• Achieve acceptable service turnaround times, customer satisfaction index. TAT for counter service, , achieve acceptable audit rating and productivity index.• Cross-selling bank products.• Achieve NIL cash difference at SG and NIL fraud incidences in area of responsibility• Offered smooth delivery of service to customers; minimized risks of loss and opportunity for revenues by ensuring nil income leakage

Kenyatta Avenue Branch

• Received all customer instructions on the management of their accounts to include deposits and withdrawals• Cash handling and custody as required by Kenya bankers association on standards and banking practice• Received and paid out cash, issued Cheques• Posted transactions on various ledger accounts• Performed specialized tasks such as preparing banker’s cheques, sending and receiving money from various platforms e.g Speedcash, Western Union, Mpesa and Express Money Transfer. • Explain, advise on and promote bank products and services to customers• Identify referral opportunities and make relevant referrals• Ensure compliance with all internal controls and established policies and procedures• Record all transactions promptly, accurately and in compliance with bank procedures

Economics/Mathematics

Cpa