CAROLINE MUBANGA

• Lead quality assurance for Operations by consolidating monthly Key Risk Indicators (KRIs) and Error Analysis reports, enabling proactive risk mitigation and decision-making.
• Reviewed and updated Service Level Agreements (SLAs) to ensure alignment with regulatory standards and operational efficiency.
• Conducted Cash Centre snap checks and produced detailed reports, strengthening compliance and internal controls.
• Monitored and consolidated operational risk events, actively participating in the Operational Risk Forum (ORF) and maintaining an accurate control log.
• Oversaw risk incident management, ensuring timely reporting, escalation, and resolution in line with governance requirements.
• Performed tick-back and call-over checks across all processing units, reducing processing errors and strengthening accuracy.
• Designed and implemented Standard Operating Procedures (SOPs) and a Control Review Model, improving process consistency across operations.
• Developed and rolled out Quality Assurance policies and procedures, embedding a culture of continuous improvement.
• Coordinated internal and group audit reviews, addressing findings promptly and ensuring a positive audit track record.

• Ensured compliance by scrutinizing account opening files from branches to confirm completeness and accuracy of documentation.
• Conducted KYC data clean-ups for accounts with inaccurate details, engaging directly with clients to collect and verify updated documentation.
• Successfully opened and maintained accounts for Corporate, Public Sector, and Retail clients, ensuring adherence to regulatory and bank requirements.
• Managed and resolved customer queries on account opening, escalating issues within agreed timelines to maintain service excellence.
• Oversaw account maintenance and closures, ensuring smooth transitions and accurate records.
• Promoted a strong risk awareness culture through face-to-face staff training and mentoring on compliance requirements.
• Produced and submitted the daily Non-KYC Compliant report, monitoring progress and ensuring timely remediation of incomplete files.

• Accurately processed all inward and outward DDACC transactions, ensuring compliance with banking standards and timelines.
• Responded promptly to queries on inward transfers, maintaining strong client satisfaction and trust.
• Ensured correct debiting of clients’ accounts for outward transfers, including principal amounts and commission charges.
• Coordinated the timely posting of salaries into designated customer accounts, reducing errors and delays.
• Maintained accurate filing of all inward/outward transfer messages and IBCAs, ensuring easy retrieval during audits and reconciliations.
• Processed YUFIG messages before cheque value dates, preventing settlement delays and ensuring smooth transaction flow.

· Managed the branch's retail customer portfolio, generating business leads and supporting the achievement of targets aligned with the Bank's strategic objectives.

· Cross-sold and promoted the Bank's full range of products and services to both retail and corporate clients, driving customer acquisition and product uptake.

· Proactively engaged clients to deepen relationships, increase wallet share, and promote maximum utilization of banking facilities and services.

· Monitored customer account activities and market trends to safeguard the Bank's interests and identify new credit and deposit opportunities.

· Acted as the primary point of contact for walk-in retail and institutional customers, ensuring timely resolution of queries and delivery of best-in-class customer service.

· Contributed to the growth of alternative distribution channels including Internet Banking, Mobile Banking, SMS Banking, POS, and Visa Debit Cards.

· Supported reputational risk management by maintaining high customer service standards, providing feedback for service improvement, and contributing to pricing strategies and product positioning.

· Conducted regular peer analysis and strategic evaluations to inform product development and marketing approaches aligned with the Bank's objectives.

· Ensured KYC compliance and account opening due diligence to maintain regulatory and internal control standards.

· Oversaw ATM operations, ensuring cash reconciliation, physical cash balancing, and full compliance with Bank policies and audit requirements.

• Supported lending operations by extending and monitoring overdraft and loan facilities, ensuring adherence to credit policies.
• Conducted daily monitoring of temporary overdrafts, proactively identifying and following up on excesses and potential risks.
• Managed accounts overdrawn due to bank charges, ensuring timely recovery and proper account regularization.
• Identified, classified, and pursued bad and doubtful debts, contributing to portfolio quality and reduction of non-performing loans.
• Analyzed and reviewed Salary-Backed Loan (SBL) applications, providing recommendations for approval in line with credit risk guidelines.

• Handled cash collections at the till with accuracy and integrity, ensuring correct posting of daily sales.
• Provided frontline customer service, addressing and resolving customer queries in a timely and professional manner.
• Prepared and reconciled daily sales reports, supporting management with accurate financial records and accountability.