Relationship Manager - Banking & Client Experience Expert

JOYCE MUGURE NDERITU

P.O BOX: ***** - *****, Nairobi

TEL: +254-***-***-***

EMAIL: ******.*******@*****.***

CAREER PROFILE SUMMARY

Dynamic and results-driven Relationship Manager with over 15 years of extensive experience in the banking sector, specializing in customer experience management and proactive client retention strategies. I have a proven track record of enhancing client portfolios and driving revenue growth through innovative sales and marketing strategies, while building and nurturing strong client relationships that foster trust and loyalty. My expertise in analyzing market trends and client feedback informs strategic decisions that align with organizational goals and enhance service delivery. Recognized for effective leadership in managing teams across multiple branches, I foster collaboration and professional development to drive performance. Committed to delivering superior customer service, I adopt a solutions-oriented approach to address complex issues, significantly enhancing overall client satisfaction and retention. As a proactive advocate for client interests, I excel in navigating fast-paced environments and adapting to evolving market conditions, consistently engaging with clients to understand their unique financial needs and provide tailored solutions. With a strong analytical mindset and a focus on continuous improvement, I am dedicated to contributing to organizational success while ensuring exceptional experiences for every client. KEY SKILLS AND COMPETENCIES

• Leadership and Team Development: Proven leadership skills in supervising multiple branches and guiding teams towards achieving performance goals, fostering a collaborative environment that encourages open communication and professional growth.

• Strategic Relationship Management: Skilled in building and maintaining strong relationships with corporate clients, understanding their needs, and providing tailored financial solutions to drive business growth.

• Sales and Business Development: Experienced in developing and executing effective sales strategies that increase market share and drive revenue growth, particularly in the financial services sector.

• Operational Excellence and Compliance: Competent in banking operations and regulatory compliance, ensuring that branch operations run smoothly while adhering to industry standards and best practices.

• Relationship Building and Customer Retention: Committed to fostering long-term customer relationships through proactive engagement and effective service delivery, ensuring high levels of customer loyalty.

• Project Management and Coordination: Proven ability to manage and coordinate projects effectively, ensuring timely completion and alignment with strategic objectives.

• Networking and Relationship Building: Experienced in developing professional networks and building relationships with key stakeholders, facilitating collaboration and partnership opportunities.

• Customer Service Excellence: Skilled in delivering superior customer experiences by implementing training programs and service policies across multiple branches, ensuring high levels of customer satisfaction.

• Sales and Marketing Strategies: Experienced in developing and executing sales and marketing strategies that drive product adoption and revenue growth, leveraging market insights to inform decision-making.

• Financial Product Knowledge: In-depth understanding of banking products and services, enabling effective training and communication of product features and benefits to clients and staff.

• Market Analysis and Strategy Development: Capable of analyzing market trends, customer feedback, and sales data to inform strategic decisions, developing and implementing strategies that align with organizational goals.

• Technical Support and Service Implementation: Experienced in providing technical support for digital banking products and ensuring seamless service implementation across branches.

• Training and Staff Development: Skilled in designing and delivering training programs that enhance staff performance and customer service capabilities, ensuring teams are well-prepared to meet client needs.

• Customer Advocacy: Committed to representing the interests of clients within the organization, ensuring their needs and feedback are prioritized in decision-making processes.

• Feedback Implementation: Proficient in gathering and implementing client feedback to improve services and strengthen relationships, ensuring clients feel valued and heard.

• Problem Resolution and Complaint Management: Strong analytical skills in identifying and resolving customer complaints and service challenges, collaborating with branch teams to investigate issues of varying complexity for timely resolutions.

• Adaptability in Fast-Paced Environments: Demonstrated ability to thrive in dynamic settings, quickly adjusting to changing priorities and challenges while maintaining a focus on service excellence.

• Effective Communication Skills: Proficient in conveying information clearly and persuasively to clients, team members, and stakeholders, fostering open dialogue and understanding.

• Conflict Resolution: Skilled in addressing and resolving conflicts promptly and effectively, using negotiation techniques to achieve mutually beneficial outcomes for clients and the bank.

• Empathy and Active Listening: Adept at understanding clients' perspectives and needs through active listening, which enhances rapport and builds stronger relationships. WORK EXPERIENCES

RELATIONSHIP MANAGER - BRANCH BUSINESS 05/2024 Current EQUITY BANK

Business Growth and Development

• Spearheading the development of comprehensive annual and quarterly financial plans and budgets for the branch while actively participating in discussions with senior management to set realistic targets that drive growth.

• Overseeing both borrowing and non-borrowing customers to enhance loyalty and satisfaction, which involves implementing tailored strategies to strengthen customer engagement and retention, thereby driving increased business and revenue for the branch.

• Guiding various segments within the branch to achieve defined business targets by regularly reviewing and assessing strategic initiatives, taking appropriate actions to adjust strategies as needed to ensure optimal performance and growth.

• Identifying and disseminating valuable market opportunities and information that guide business development efforts and product innovation, which involves conducting thorough market research and collaborating with stakeholders to leverage insights for competitive advantage.

Market and Customer Service

• Coordinating effectively with branch stakeholders to develop and implement impactful sales strategies that resonate with market demands while aligning sales efforts with broader business objectives to maximize outreach and conversion rates.

• Continuously analyzing market trends, customer behaviors, government directives, and changes in policy to uncover new opportunities for growth, advising the branch on strategic adjustments needed to remain competitive in a dynamic environment.

• Representing the bank in a positive and professional manner while promoting the Equity brand across various markets, which includes participating in community engagements and industry events to enhance brand visibility and reputation.

• Overseeing all branch marketing efforts to effectively position Equity Bank as the preferred banking choice for customers, crafting targeted marketing campaigns that highlight the bank's unique offerings and value propositions. Audit, Risk & Compliance

• Monitoring and ensuring that the quality of the loan portfolio across different segments meets or exceeds expected standards by conducting regular assessments to identify potential risks and implementing strategies to mitigate them.

• Actively engaging in branch credit committee meetings to ensure compliance with all lending policies and best practices while providing insights and recommendations based on thorough analysis of lending proposals.

• Ensuring that all branch operations adhere to regulatory requirements and internal policies, maintaining the highest standards of compliance by conducting regular audits and training sessions to reinforce compliance awareness among staff.

• Articulating the bank's risk and control environment to unit staff, fostering a culture of awareness and proactive management of risks while providing training and resources to ensure staff understand the importance of risk management. People Management and Performance

• Cultivating existing and new skills among staff to achieve a competitive advantage in service delivery, which includes identifying training needs and facilitating programs that enhance employee capabilities and performance.

• Ensuring a robust succession plan is in place for key positions within the branch to maintain business continuity while mentoring potential successors and providing them with opportunities to grow into leadership roles.

• Providing ongoing mentorship and coaching to staff to build their capacity to perform their roles effectively, including offering constructive feedback and creating development plans that align with their career aspirations.

• Setting clear performance expectations and conducting timely evaluations to ensure high performance levels are maintained across the branch while using performance metrics to guide discussions and foster a culture of continuous improvement. RELATIONSHIP MANAGER- LAVINGTON SUPREME 11/2022 Current EQUITY BANK

Client Management

• Oversaw and optimized a diverse range of clients' investment portfolios to ensure financial success and alignment with their specific goals by continuously monitoring and making strategic adjustments based on market conditions and individual client needs.

• Engaged in in-depth conversations with clients to fully understand their financial objectives and aspirations, which helped in tailoring services and recommendations that best met their unique circumstances.

• Provided regular and comprehensive updates to clients regarding their investment performance and portfolio activity to foster transparency, build trust, and keep clients informed about their financial status.

• Built and nurtured strong relationships with clients to foster trust and loyalty by being responsive to their needs, addressing concerns promptly, and ensuring a high level of customer satisfaction. Business Development

• Actively identified and pursued potential clients to expand the bank’s customer base, which included networking, attending industry events, and utilizing referrals to create new business opportunities and increase market share.

• Created detailed and engaging presentations that effectively illustrated how the bank's services could meet the financial needs and objectives of prospective clients by tailoring content to resonate with their specific interests.

• Analyzed industry trends, competitor offerings, and client feedback to better position the bank’s services in the marketplace, which informed strategic decisions and helped identify areas for growth and improvement.

• Collaborated with marketing professionals to design and implement campaigns that attracted new clients and promoted the bank’s offerings, ensuring that messaging was consistent and effectively highlighted the bank's value propositions. Risk Management

• Evaluated a variety of investment opportunities to identify potential risks and rewards for clients, which helped them make informed decisions about their investment strategies.

• Communicated assessment results to clients in a clear and understandable manner to aid their decision-making processes, as this transparency was crucial for building trust and ensuring comfort with their investment choices.

• Offered tailored advice and strategies to help clients manage and minimize investment risks effectively, which involved educating them about potential risks and providing solutions to safeguard their investments.

• Continuously monitored financial regulations and compliance requirements to ensure that client portfolios aligned with current laws and standards, thereby protecting clients’ interests and maintaining the bank’s integrity. DIGITAL PRODUCTS AND SOLUTIONS MANAGER 09/2016 11/2022 EQUITY BANK

Product Supervision and Marketing

• Managed the marketing strategies for Eazzy products, ensuring their visibility and accessibility to customers across the region, which contributed to increased adoption and usage.

• Actively engaged with potential customers to enroll them in Eazzy products, demonstrating features and benefits that aligned with their financial needs and preferences.

• Conducted training sessions for branch staff and customers to enhance their understanding of Eazzy and payment products, which facilitated smoother user experiences and improved customer satisfaction.

• Collaborated with branch teams to finalize sales of Eazzy products, implementing effective sales techniques that resulted in increased revenue and product uptake within the region. Customer Engagement and Support

• Partnered with branch teams to investigate and resolve a variety of customer complaints and issues, employing analytical skills to identify root causes and develop effective solutions.

• Addressed customer concerns that were escalated through various channels, ensuring timely and satisfactory resolutions that reinforced customer loyalty and trust in the bank's services.

• Fostered open lines of communication with branch personnel to ensure that all team members were informed about product updates, customer feedback, and best practices in service delivery.

• Collected and analyzed customer feedback regarding Eazzy products, providing insights that informed product enhancements and marketing strategies.

Strategic Planning and Analysis

• Formulated and implemented comprehensive marketing strategies aimed at promoting Eazzy products, which included conducting market research and competitive analysis to identify opportunities.

• Reviewed sales performance data to identify trends and areas for improvement, using insights to adjust marketing efforts and drive higher sales performance.

• Worked closely with various departments, including IT and operations, to ensure that Eazzy products met customer needs and aligned with the bank’s strategic goals.

• Kept abreast of industry trends and competitor actions to inform strategic decisions, ensuring that the bank remained competitive in the digital products space.

REGIONAL CUSTOMER SERVICE MANAGER 04/2010 09/2016 EQUITY BANK

Branch Supervision and Training

• Managed operations across twenty-one branches, ensuring compliance with bank policies and the delivery of high-quality customer service, while identifying service challenges for escalation to relevant parties.

• Coordinated and scheduled training sessions for branch employees to ensure they were well-equipped with the necessary skills and knowledge to provide exceptional customer service.

• Delivered comprehensive customer service training programs across all branches, focusing on best practices and strategies to enhance customer interactions and satisfaction.

• Implemented and communicated customer service policies and procedures across the region, ensuring that all staff understood and adhered to these guidelines to maintain consistency in service delivery. Issue Resolution and Customer Support

• Collaborated with branch teams to investigate and resolve customer complaints and service issues, applying analytical skills to identify root causes and develop effective solutions.

• Addressed customer concerns that were escalated through various channels, ensuring timely and satisfactory resolutions that reinforced customer trust and loyalty.

• Regularly assessed the quality of service provided in each branch, gathering feedback and implementing improvements to enhance overall customer experience.

• Created and implemented strategies aimed at improving service delivery across branches, using customer feedback and service metrics to guide enhancements.

Relationship Management and Customer Experience

• Focused on delivering delightful customer experiences by fostering a service-oriented culture within branches, which contributed to higher customer satisfaction levels.

• Monitored customer feedback and satisfaction scores, utilizing this data to ensure that service standards were consistently met and exceeded.

• Built and maintained relationships with branch managers and staff, encouraging open communication and collaboration to address customer needs effectively.

• Acted as a liaison between customers and management, advocating for customer interests and ensuring their voices were considered in decision-making processes.

COUNCIL MEMBER

Council Member 01/2008 04/2010

Masinde Muliro University of Science and Technology

• Ensured the provision and maintenance of essential facilities required for the effective operation of the University while aligning infrastructure development with statutory regulations to create a conducive learning environment.

• Developed and implemented comprehensive methods for the recruitment, appointment, and promotion of all University staff, which was crucial in fostering a highly skilled and motivated workforce that met the institution's academic and operational needs.

• Actively advocated for the welfare of all University employees by implementing policies and programs designed to enhance staff satisfaction and well-being, thus creating a supportive workplace culture that valued employee contributions.

• Controlled and regulated the University’s financial accounts and investments to ensure transparency and accountability while appointing and collaborating with bankers, auditors, and legal advisors to maintain sound financial practices.

• Administered the University’s property and financial resources in a manner that promoted its best interests, including strategic planning and resource allocation to optimize the use of funds for educational and infrastructural development.

• Received and managed various forms of financial support, including donations, endowments, and grants, overseeing the legitimate disbursement of these funds to support academic programs and enhance the overall student experience.

• Implemented and monitored measures to protect the University’s intellectual properties, including research outputs and innovations, which was essential to maintain the institution's competitive edge and uphold its reputation.

• Developed and promoted initiatives aimed at improving the welfare of both students and staff, contributing to a well- rounded educational experience and supporting the holistic development of the University community.

• Strategically generated and raised funds for various University projects by exploring opportunities within and outside Kenya, building relationships with potential donors and partners to secure financial support.

• Established and nurtured academic partnerships and affiliations with other universities and higher education institutions, aiming to enhance the University’s educational offerings and create opportunities for research and exchange programs. OTHER PAST WORK EXPERIENCES

Customer Service Officer 01/2008 04/2010

Equity Bank

• Served as the primary point of contact for customers, addressing service inquiries and providing information on bank products while ensuring a welcoming environment that enhanced customer satisfaction and loyalty. Personal Financial Consultant – Customer service and Unsecured lending 01/2005 12/2007 Standard Chartered Kenya

• Led a sales team specializing in unsecured lending, successfully promoting personal and SME financial products while developing strategies to increase customer awareness and retention, contributing to branch sales growth. Personal Financial officer 08/2003 01/2005

Standard Chartered Kenya

• Handled customer inquiries and complaints in the inquiries department, ensuring timely and effective resolutions while improving service delivery by training staff on best practices in customer engagement. Business Development Manager 04/2003 08/2003

Club Internet Kenya Limited

• Focused on marketing and selling internet and email services, driving customer acquisition through targeted promotions while providing technical support to clients to ensure smooth service implementation and satisfaction. Corporate Sales Executive 12/2002 03/2003

Automobile Association Kenya

• Developed and executed marketing strategies to promote membership enrolment among motorists while engaging potential clients through presentations and outreach to successfully increase membership numbers. Sales Executive 08/2002 11/2002

Virtual City Limited

• Promoted Siemens phones through collaborative marketing initiatives with Safaricom while delivering exceptional customer care and support to help drive product sales and enhance brand visibility. Area Sales Supervisor 12/2001 02/2002

Mastermind Tobacco Limited

• Oversaw marketing operations in various regions, monitoring product availability and sales performance while leading a team to ensure effective promotions and displays that enhanced market presence. Sales Executive 02/2001 12/2001

Bidii Dot Com

• Focused on marketing internet and email services, effectively communicating product benefits to potential customers while providing comprehensive support during installations to foster positive customer relationships. Attaché 04/2000 06/2000

Industrial attachment in the Alliance Hotels, Mombasa

• Completed an industrial attachment across multiple departments, including accounts and front office operations, while developing skills in customer service and financial management in a fast-paced environment. EDUCATION BACKGROUND

• Doctorate of Philosophy Degree in Business Administration: 2018 – Current

• ECOP- Executive Certificate of Proficiency in Insurance- College of Insurance: 2024

• Master’s in Business Administration- Marketing Option, University of Nairobi: 2014

• Bachelors in Commerce- Marketing Option, University of Nairobi: 2002

• International Management of Information Systems (UK) Part 1 and 2

• Kenya Certificate of Secondary Education: 1996

VOLUNTEER EXPERIENCES

• Consolata Shrine

• Flying Doctors Society of Kenya

• Giraffe Centre Conservation

Social Responsibility

• Visits and helping these children’s homes, Dagoretti Children’s Home, Nairobi Children’s Home, St. Paul’ Children Home, Our Lady of Visitation Children Home, Helping the drug addicted children and especially girls. TRAININGS

• Corporate Governance Training Course, 06/26/18 - 06/28/18

• Corporate Governance Training Course, 11/28/17 - 11/30/17

• Mwongozo Training, 06/15/17 - 06/17/17

REFERENCES

References available upon request.

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