Caroline Sakala-Banda
Lusaka
Summary
Experienced Branch Manager specializing in SME Business at EFC and FINCA Zambia, recognized for exceptional customer relationship management. Proven ability in credit risk appraisal and operational risk assessment, coupled with strong mentorship and team leadership skills. Achievements include substantial enhancements in loan portfolio quality and effective savings mobilization, reflecting a dedication to strategic growth and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Branch Manager
FOUNDATION FOR INTERNATIONAL COMMUNITY ASSISTANCE(FINCA)
Lusaka, Zambia
10.2023 - Current
- Coordinate and control all subordinate responsibilities including personal supervision, staff training, discipline and performance management.
- Actively participate in savings mobilization and recruitment of loan clients and ensure a high loan portfolio quality by strictly monitoring of repayments to detect delinquency problems at early stages.
- Recommend/approve loan files as per FINCA policy
- Undertake clients visitations and loan verifications as and when necessary.
- Conduct follow-ups on outstanding loans,prevention visits and collateral follow ups.
- Sit on loan appraisal committees and make follow ups on authorized loan files to ensure correct loan utilization by clients.
- Manage branch liquidity in accordance with FINCA policies.
- Prepare branch budgets and approve branch expenses to control operating and non-operating expenses.
- Represent the company in key public events to raise the profile within the community
Branch Manager
EFC Zambia
Lusaka, Zambia
09.2018 - 10.2023
- Fostering the development of strong customer relationship culture to facilitate the consultative sale of EFC products and services and the identification and exploitation of business opportunities
- Responsible for all branch credit operations, administrative and accounting transactions including policy implementation, monitoring and evaluation
- Coordinate and control all subordinates responsible including personal supervision, staff training and discipline and performance appraisal
- Actively participate in savings mobilization and recruitment of loan clients and ensure a high loan portfolio quality by strictly monitoring of repayment to detect delinquency early
- Ensure strict observation of deadline in the submission of weekly, monthly and quarterly reports to head office
- Review staff performance and recommend measures to improve performance
- Responsible for planning and delivering operational service excellence and ensuring that the operational workforce is capable to deliver
- To ensure that the branch is profitable at the year end
- Develop and supervise implementation of strategies to grow liability products and quality loan portfolios for the branch, Branch administration, budgeting and control of branch budget, liquidity management and branch compliance of policies
- Ensure adherence to all internal controls
- To ensure a high standard of customer service is being delivered at branch level
- Recommend or approve the loan files as per EFC policy and integrate the loan application in the loan module
- Conduct follow-ups on outstanding loans: prevention visits and collateral follow up
Branch Service Delivery Manager
EFC Zambia
Kitwe
04.2017 - 08.2018
- Managing vault and liquidity with the Branch manager
- Managing inflows and outflows for procurements and other branch operations
- Authorizing transactions above the Teller’s cash limit
- Initializing Start and End of day daily operations in the core Banking System
- Printing account statements and loan repayment schedules
- Balancing and Analyzing daily reports, cash vouchers and journal entries
- Preparing Term Deposit Certificates and Loan Security Forms
- Raising debit/credit notes and Opening savings accounts
- Handling customer queries/complaints as well as operational and internal control matters
- Handling the disbursement of approved loans
Data Entry Clerk
EFC Zambia
12.2012 - 03.2017
- Properly code and file records/reports in their order
- Ensure quality of all documentation produced by clients (legal and others)
- Ensuring that all documents are kept meticulously and in accordance with company procedures
- Open new accounts by entering data in SAF system
- Performing necessary debits on client accounts
- Preparing of demand notices to be served to clients
Receptionist
EFC Zambia
09.2012 - 11.2012
- Processing and making necessary adjustments on Journal vouchers, receipts, employee reimbursements and invoices
- Ensured the distribution of internal mail
- Ensured production of texts, data tables and data compilation
- Produced information letters for clients whenever rates where modified
- Prepared reports, forms, and secretarial services to credit department
- Keep information material update Carry out mass mailing to credit officers
- Handle mails promptly and accurately and process the mail and send (within the day of receipt to appropriate person)
- Keep the paper and stationary inventory update, prepare and receive orders
- Account opening and marketing of EFC services to incoming clients
- Maintaining order in the front office, handling of incoming and outgoing phone calls and arranging of appointments for clients
- Records management, data entry and processing the filling of each disbursed loan
Sales Agent
ZANACO
10.2010 - 10.2011
- Maintaining a good relationship with clients under my portfolio
- Perform all marketing and sales related tasks to potential clients to increase access to specialized financial services on a permanent basis
- Marketing of Xapit product and services such as savings, deposits and financial consultancy to facilitate leads generation
- Identifying new opportunities in the market and initiation of new and innovative ideas
- Collection of data and feedback from customer to facilitate product development whilst ensuring utmost customer satisfaction and retention
- Inform customers on the set requirements, security documentation process and procedures pertaining to accounts application
- Ensuring that all completed application forms with supporting documents are filed
- Balancing the daily sales
Education
BA - Public Administration
National Institute of Public Administration
01.2019
Diploma - Marketing
London Chamber of Commerce and Industry
01.2008
Computer Skills Certificate -
Marshafield Computer Training Institute
01.2006
Grade 12 GCSE “O” Level Certificate -
Matero Girls Secondary School
01.2001
Skills
- SME Business
- Housing and Individual Lending
- Savings and Fixed Deposits Mobilization
- Formation and Monitoring of Savings Groups
- Debt Recovery and Non-Performing Loans Management
- Recruitment
- Mentorship
- Training
- Cash and Budget Management
- Marketing
- Customer Relationship Management
- Credit Risk Appraisal
- Regulatory Compliance
- Operational Risk Assessment
- Proficiency in Microsoft Office
- Excellent Communication Skills
- Analytical skills
- Ability to prioritize work
- Multi-task and meet deadlines
- Problem solving
- Analytical mind
- Self-starter
- Excels in team leadership
- Sales professional
- Business development expertise
- Relationship building and management
- Expert in risk manage
- Cash handling expertise
- Staff development
Certification
- Extended Leadership Training, Wasafiri Consultancy, 03/01/20
- Performance Management Training, Entrepreneurs Financial Centre, 11/01/19
- Credit Process Training, Entrepreneurs Financial Centre, 10/01/19
- Sales Training-DQ, Entrepreneurs Financial Centre, 09/01/18
- Extended Leadership Training (Leadership for innovation), Wasafiri Consultancy, 08/01/19
- Change Management Training, FINCA Zambia, 07/01/19
- Customer Care Training, Entrepreneurs Financial Centre, 04/01/19
- Anti-Money Laundering & Combating the Financing of Terrorism Training, FIC Zambia, 10/01/19
Accomplishments
- Through hard work and determination, I rose through the ranks from receptionist to be the only female Branch Manager in the institution EFC Zambia as of 2023
- As a Branch Manager, I grew the Loans portfolio from ZMK7.8 million to ZMK16.5 million in a period of one year., EFC Zambia
- At FINCA Zambia, I grew the loan book from K29million to 40Million within a single year.
- Managed to formulate a process improvement plan that streamlined FINCA Zambia's loan process at Branch level.
References
- Mr. Alick Mbewe, Bishop, Assemblies of God, +260-977-776-662
- Mrs. Angela Lihusha Chilando, Head of Branch Operations, EFC Zambia, +260-974-653-722
- Mr. Chrisain Tembo, Former Chief Internal Auditor, EFC Zambia, +260-977-784-918
- Mr. Christopher Banda, Chief Credit Officer, EFC Zambia, +260-977-375-000
- Mr. Prunella Kapinga, Business Development Manager, Carecoop Zambia, +260-977-756-441
Timeline
Branch Manager
FOUNDATION FOR INTERNATIONAL COMMUNITY ASSISTANCE(FINCA)
10.2023 - Current
Branch Manager
EFC Zambia
09.2018 - 10.2023
Branch Service Delivery Manager
EFC Zambia
04.2017 - 08.2018
Data Entry Clerk
EFC Zambia
12.2012 - 03.2017
Receptionist
EFC Zambia
09.2012 - 11.2012
Sales Agent
ZANACO
10.2010 - 10.2011
BA - Public Administration
National Institute of Public Administration
Diploma - Marketing
London Chamber of Commerce and Industry
Computer Skills Certificate -
Marshafield Computer Training Institute
Grade 12 GCSE “O” Level Certificate -
Matero Girls Secondary School
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