Corporate Manager Customer Service

VICTOR CYRILL KOTTONYA

*********@*****.***

Cell phone: +254-***-****** or +254-***-******

Current Address: P. O. Box 14599 – 00100, GPO Nairobi, Kenya CAREER SUMMARY I have 21 years’ experience in Business Development and Customer Relationship Management working for various high-performance organizations in the Financial Services, Management Consultancy and Fast Moving Consumer Goods (FMCG) sectors. Within these, gained two years’ international experience in the UK. Currently, I am a Management Consultant with the key responsibility of leading the Business Development function of the consultancy, organizing Capacity Building Training workshops, as well as managing relationships with our Strategic Partners in the financial services and digital payments solutions space. I hold a Masters in Business Administration from Staffordshire University (UK) and a Bachelor of Science degree in Technology from Baraton University. I have also attended several short courses including IT, Selling Techniques, Continuous Improvement (Kaizen), Communication Skills, Team Building, People Management, Customer Care, Leadership Edge, Key Accounts Management and Internal Auditor – Integrated Management Systems (ISO 9000 and ISO 14001). Key Achievements:

Top Retail Banking Executive, Barclays Bank of Kenya –Position No. 1(H1, 2016)

Achieved 127% Card Sales Turnover and 110% Merchant Service Commission against targets in the financial year 2011. The overall Kenya Acquiring business realised the best performance ever with a Profit Before Tax income of 3% above target during the same year.

The role initially involved an aggressive development of the Acquiring business in the emerging markets. Working closely with various functions in Barclaycard Issuing, Corporate and Retail Banking we were able to increase Barclaycard Acquiring's market share by 20% to become the top Acquirer in the West Kenya Cluster in 2007.

With a team of Merchant Advisors, we were able to turn around the Mt. Kenya region from decline in Q3 to great performance in Q4.

Living the Values 2005 award in the “faster, cheaper, better” category for introducing improvements in the Mortgage Application process

Chipsy becomes the no.1 cooking fat in my region in 2001; market share 33%

(ACNielsen). Later that year, Bidco acquires the Kimbo brand from Unilever.

Successfully introduced Yello Gold cooking fat to class C1C2D market in the North Rift to counter cheaper competitor brands.

Car-&-General Sales Executive of the year (1998) for achieving an average 120% sales target.

WORK EXPERIENCE Jan 2020 to date GSC Management Institute Ltd - Nairobi Strategy Consultant

Key Responsibilities

Organizing & facilitating corporate development training workshops covering various courses such as customer service, personal effectiveness, effective selling techniques, project management, and leadership.

Carrying out market research (both internal & external) for B2B clients which include Employee Satisfaction Survey, Customer Satisfaction Survey, etc.

Assisting organizations in the development of short and long-term business strategic plans.

Providing cutting-edge funding proposals for medium to large-scale enterprises in Kenya with aim of attracting funding capital and strategic partnership from global investors.

2014 to 2019 Barclays Bank of Kenya, Westlands Sky Park - Nairobi Universal Banker, Retail & Business Banking

Key Responsibilities

Leading the Consumer Banking CX strategy encompassing:

SME Credit Facilities, Asset-based Finance, Home Loans and Bancassurance

Current Accounts, Transactional Accounts, Savings Accounts, Fixed & Call Deposit Accounts, Personal Loans and Credit Cards

Segments - Premier, Prestige, La Riba, Standard, Mass Market

Channels - Branch network, Digital – Hello Money, Internet Banking, Barclays Mobile Banking, Barclays Tablet Banking and Cash Send.

Recruiting profitable new business - establishing, managing and developing long- term profitable relationships, ensuring the provision of first class customer service and maximizing business opportunities to achieve key objectives and goals.

Delivering exceptional sales performance through selling & cross-selling of Barclays Africa Retail products & services as well as maintaining great teamwork with internal stakeholders e.g. Operations Processing teams, to ensure quick turnaround times of applications and queries.

Championing and delivering the Digital Channels Strategy and creating awareness by driving increased uptake of Barclays Digital Channel services among staff and customers.

2007 to 2013 Barclays Bank of Kenya, Westlands Office Park - Nairobi Relationship Manager, Barclaycard Acquiring - Key Responsibilities: Staff Management

Leading, motivating and developing an itinerant team, working a cross-country region, selling the full range of Barclaycard Total Payment Solutions, to achieve income generation as well as business objectives/goals.

Performance Management responsibilities for direct reports. New Business Development

Proactively creating and developing business relationships with Key Accounts

Building close working relationships with Barclays Corporate team contacts and other Group/external key business influencers to create business opportunities

Identifying cross-selling opportunities and introduction of leads to Corporate

Implementing activities to deliver value added products and services, generating increased income and revenue from existing accounts Customer Contact

Carrying out discussions and negotiations with customers at C- level management with regards to commercial and operational issues

Developing a deep understanding of the needs and requirements of customers’ businesses

Organizing and facilitating training/ PowerPoint presentation to Corporate Client teams.

Establishing, building and maintaining ongoing relationships with customers to develop and protect business income

Negotiating pricing and contracts with customers up to C-level management

Making sound and commercial judgements in order to retain and fully develop customer base

Providing evidence of customer demand to influence new products Planning and research

Keeping fully updated on customer activities as reported in the media and via internal Group sources. Maintaining and understanding the business environment in which the customer operates

Constantly updating knowledge on products and services offered by Barclays Bank.

2006 Global Strategy Consultants– Nairobi, Kenya

Management Consultant

Key Responsibilities:

Managing the business development function of the consultancy.

Planning and managing the marketing communications budget.

Optimizing P&L, Balance Sheet and other financial KPIs.

Carrying out market research and data analysis.

Designing, developing and generating high-quality business plans/ funding proposals for our Corporate Clients.

Providing cutting edge Investment Banking services to medium and large- scale enterprises in Kenya.

Organizing & facilitating strategic management workshops (including videoconferencing).

External consultant – UN HABITAT & Solar Cookers International. 2003 - 2005 Britannia Co-operative Bank – Staffordshire, United Kingdom Mortgage Advisor

Key Responsibilities:

Auditing mortgage applications to ensure Britannia’s Lending Policy requirements have been met before releasing mortgage funds to solicitors.

Monitoring financial market trends and making strategic recommendations.

Preparing presentations for the monthly “Mutual Understanding” meetings to outline how we are accomplishing Britannia’s Strategy in what we are doing.

Customer relationship management via application of the CRM systems - ClientWise and SIM SAM.

Training new employees; point of reference for queries from the Offer teams and Call Centre.

Special task project team – Savings & Investments initiative. 1999 – 2002 Bidco Africa – Eldoret, Kenya

Territory Sales Manager

Key Responsibilities:

New Business Development in the North Rift region.

Working with the channel partner and a team of Sales Representatives to ensure a wide distribution and in-depth penetration of Bidco’s products.

Reviewing performance, interviewing, recruiting and developing staff.

Co-ordinating marketing activities in the region such as Group Africa roadshows and Kimbo Dealer Display competition.

Monitoring and reporting competitor activities in real time using palm top.

Preparing PowerPoint presentations for the quarterly Sales Review meetings.

Preparing budget proposals for promotional and merchandising activities.

Managing key accounts e.g. Nakumatt, Uchumi and Ukwala supermarkets. 1995 – 1999 Car & General (Trading) Ltd – Nairobi, Kenya Sales Executive

Key Responsibilities:

Managing Briggs & Stratton brand.

Initiating and appointing new dealers for Briggs & Stratton.

Showroom sales and key accounts management.

Carrying out online invoicing and cash sales.

Planning and organizing Car-&-General’s exhibition at the Conquer’ d’Elegance.

Team leader – Sale of the Millennium project.

EDUCATION 2002- 2004 Staffordshire University (UK)

MBA – Marketing Strategy

Masters Dissertation Topic: To what extent can sales force automation contribute towards the competitive edge of an

organisation?

1990 – 1994 University of Eastern Africa Baraton

BSc Technology (major) and Business

Administration (minor).

Hobbies Chess, keeping fit, mini-golf, bowling

Membership Impala Club, Safaricom Investment Co-operative, Westminster Top MBA membership

REFEREES 1. Simon Tumbo

Chief Process Re-Engineering Officer

I&M Bank Kenya

P.O. Box 30120 - 00100

Nairobi

Cell: +254-***-******

2. David Chesoni

Chief Operating Officer

Car-&-General (K) Ltd

P.O. Box 20001 - 00200

Nairobi

Cell: +254-********* or Toll free line: 080******* E-mail: ********@******.***

3. Charles Mboga

Corporate Manager - CIB

Global Corporates

ABSA Bank Kenya

P.O. Box 30120 – 00100

Nairobi

Cell: +254-***-******

E-mail: *******.*****@****.******

Contact this candidate