Banking Professional - Relationship & Operations Leader

Purity Mwendia CV * P a g e

Professional Summary

Academic Qualifications

KINUTHIA PURITY MWENDIA

+254-***-***-*** ****************@*****.***

Dynamic and results-oriented banking professional with extensive experience in managing and enhancing customer relationships, overseeing ecosystem operations, and ensuring seamless execution of branch operations. Proven ability to develop and implement strategic plans, financial budgets, and market intelligence to drive business growth and customer satisfaction. Adopt at fostering strong business partnerships, optimizing resource utilization, and maintaining compliance with regulatory standards. Known for excellent analytical skills, attention to detail and a commitment to providing exceptional service in the banking sector. Areas of Expertise

Financial Planning & Budgeting Customer Relationship Management Business Development Cost Management

Sales & Marketing Initiatives Brand Management Customer Value Proposition Relationship Management Credit Management Performance Management Market Intelligence Quality Assurance Policy & Procedure Adherence Audit & Risk Management Reporting Account Management Teller Operations Pro-active Selling

Cash Management Administrative Support Problem-solving Regulatory Compliance MS Suite Cross-selling

& Up-selling Data Analysis & Reporting Performance tracking Strategic Planning Campaign Design

& Execution

Bachelor of Science in Human Resource Management Maasai Mara University Kenya Certificate of Secondary Education Karima Girls High School Executive Certificate of proficiency in Insurance College of Insurance SME Banking Moody’s analytics

Work Experience

Stanbic Bank 06/2025 to Date

Team Leader Entrenchment

Overall Purpose: Implement and track progress on campaigns targeted to reduce inactive client base and attrition through set measures for Private and Personal Banking.

Designs, tests, and scales campaigns to improve engagement, increase entrenchment, drive cross-sell, improve TPS transactional turnover, minimize client disengagement through retention, and improve conversion of NTB sales to active clients.

Identify ad hoc campaigns to drive financial targets for Personal Banking i.e. liabilities, assets, salary switch, etc.

Implement and track progress on campaigns targeted to reduce inactive client base and attrition through set measures for Personal Banking.

Ensure appropriate recovery and resolution plans to protect the segment from any untoward event. Identify and provide appropriate solutions for threats and opportunities within the client base.

Drives cost reductions through optimization of onboarding, entrenchment, and retention activities.

Enable effective monitoring and reporting of key success measures for onboarding nursery strategies, activation, entrenchment and retention.

Prepare and share weekly/monthly/quarterly reports on the status of the Personal Banking Entrenchment capability (e.g., client uplift and successful/unsuccessful campaigns).

Work with Personal Banking, Personalization, Client Coverage, Digital and e-commerce and other relevant domains/business areas to effectively implement and ensure success of Entrenchment capability Purity Mwendia CV 2 P a g e

Absa Bank 01/2025-06/2025

Lead Generator- Ecosystem

Overall Purpose: Deliver exceptional sales performance by identifying and meeting customers’ needs through selling and cross selling of all bank products.

Provide direct hands on sales support to generate and convert quality leads into sales.

Participate in specific product campaigns by ensuring that the products are explained to customers.

Monitored retailer borrowing and repayment activities to ensure compliance within the stipulated loan tenure period.

Maintained and enhanced business partnerships with anchors, sub-anchors, and retailer teams.

Conducted regular visits to anchors, sub-anchors, and retailers to resolve any issues within SLA time.

Appraised retailers and advised branches on limits activation and onboarding status.

Advice customers as soon as new loans are approved and encourage drawdowns on new loans.

Open scheme loan accounts referred by scheme loans relationship managers.

Deputize for the line manager whenever required

Pursue continued improvement in personal development by participating in development programs and trainings.

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Equity Bank

Relationship Supervisor – SME 03/2024 –12/2024

Overall Purpose: Responsible for providing leadership in the SME segment and development in line with the branch's overall strategy.

Financial Planning & Budgeting

Participates in developing the annual and quarterly financial plans and budgets for the branch. Customer Relationship Management

Manages borrowing and non-borrowing customers to enhance customer loyalty, mitigate losses, and increase business.

Business Development

Directs efforts to grow business in optimum proportions to achieve set targets. Cost Management

Enforces cost optimization of resources to manage branch expenses effectively. Sales & Marketing Initiatives

Collaborates and coordinates with other branch business stakeholders to develop and implement sales initiatives.

Coordinates business banking marketing initiatives and originates, builds, and sustains strategic business partnerships.

Brand Management

Acts as the bank’s brand ambassador, participating in strategy development and execution to build and promote the Equity brand.

Increases market share in line with strategic ambitions in a profitable, ethical, and sustainable manner. Customer Value Proposition

Continuously reviews customer value propositions for various customer segments. Relationship Management

Develops and deepens relationships with existing and potential customers Credit Management

Ensures the quality of the loan book within the branch segments meets expected standards and participates in the Branch Credit Committee as per policy.

Performance Management

Optimizes the use of the bank’s management information system for performance management.

Ensures optimum segmentation of the bank’s client database and targeted marketing for various business segments.

Market Intelligence

Identifies and disseminates market opportunities and information to guide business development and product development.

Conducts and advises on market intelligence to identify new markets, customer trends, government directives, and policy changes.

Conduct regular business visits to bank clients, prospects, and branches/affiliates. Quality Assurance

Positions Equity Bank Kenya as a preferred bank by ensuring high-quality customer service and adherence to the bank's customer service charter.

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Policy & Procedure Adherence

Ensures adherence to policies and procedures from regulatory authorities, Equity Bank, and other stakeholders.

Audit & Risk Management

Ensures the audit and risk rating for the branch improves and stays within set thresholds.

Communicate and articulate the bank's risk and control environment to unit staff to ensure a good appreciation.

Reporting

Submits timely reports to key stakeholders to aid in decision-making. Equity Bank 12/2022 – 02/2024

Ecosystems Supervisor

Overall Purpose: Responsible for onboarding pre-scored retailers at branches, cross-selling payment solutions and other bank products, ensuring seamless transactions, managing relationships, and liaising with technical teams.

Onboarded branch pre-scored retailers efficiently.

Cross-sold payment solutions and other bank products to onboarded retailers.

Ensured all onboarded retailers could transact seamlessly at all times.

Monitored retailer borrowing and repayment activities to ensure compliance within the stipulated loan tenure period.

Maintained and enhanced business partnerships with anchors, sub-anchors, and retailer teams.

Conducted regular visits to anchors, sub-anchors, and retailers to resolve any issues within SLA time.

Appraised retailers and advised branches on limits activation and onboarding status.

Provided feedback and recommendations to branches regarding retailer performance and potential improvements.

Acted as the liaison between business and IT/technical teams for all ecosystem technical requirements.

Coordinated with the Payments department business analysis team to harmonize ecosystem reports covering retailer financing and payment rails utilization.

Addressed and resolved all issues faced by anchors, sub-anchors, and retailers promptly, ensuring adherence to service level agreements (SLAs).

Equity Bank 08/2019 – 12/2022

Relationship Officer Operations

Overall Purpose: Responsible for providing a consistently high-quality frontline transaction service to customers encompassing the cashing of cheques and other items, acceptance of deposits and the provision of change.

Reviewed and approved account opening documentation, ensuring all the required documents complied.

Mobilized clients to register for Mobile Banking.

Disseminated ATM pins.

Oversaw general account maintenance.

Documented and filed account opening correspondence.

Responded to customer queries and inquiries.

Analyzed and resolved client complaints on time.

Attended to cheque encashment and withdrawals in all accepted currencies according to laid-down procedures.

Accepted cheques and/or cash deposits in all accepted currencies, according to laid-down procedures.

Assisted with finalizing cash transactions captured by officers who did not operate tills.

Ensured that cheques included in deposits were checked in terms of Duty of Care obligations.

Ensured that all items cashed were within laid-down limits and referred all transactions exceeding limits to the Purity Mwendia CV 5 P a g e

appropriate area for authorization.

Ensured that items cashed were technically correct and signed, according to laid-down instructions.

Ensured that all laid-down policies and procedures regarding the handling, locking away, and security of cash were adhered to.

Ensured that cash holdings were kept within prescribed limits at all times.

Balanced cash daily and reported any differences promptly.

Sold bank products by informing customers of the bank’s new products and ascertaining customers’ needs.

Implemented and adopted within the Branch all Compliance, Anti-Money Laundering, and Sanctions-related requirements contained in policies, procedures, and processes. Other Positions Held:

o Attaché Ministry of Health 05/2018 – 08/2018 References

Mr. Francis Obosi

Head Agency Banking

Stanbic Bank Kenya

Tel: +254*********

Mr. Peter Thuku

Head Ecosystem

Absa Bank Kenya

Tel: +254*********

Mrs. Chebet Rono

Branch Manager

Equity Bank Kenya

Tel: +254********

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