Collins Mulenga
Lusaka,Zambia
Summary
Dynamic and results-oriented professional with a strong focus on customer and business needs. Demonstrates exceptional skills in financial analysis, portfolio management, and revenue growth strategies. Adept at risk assessment and KPI tracking, leveraging technical proficiency and data analysis to drive performance. Known for interpersonal effectiveness and the ability to work independently, fostering robust customer relationships. Career goal: to enhance organisational success through strategic insights and innovative solutions.
Overview
24
24
years of professional experience
2028
2028
years of post-secondary education
Work history
LCSC MANAGER- CIB
Absa Bank Zambia Plc
Lusaka
11.2021 - 07.2025
- A member of the Corporate & Investment Banking Team and aligned with the ambition to be among the Top 3 Banks in Zambia and responsible for driving exceptional customer service delivery for Corporate & Investment Banking as well as Business Banking customer segments in Corporate Service Centres.
- Actively encourage and personally demonstrate the delivery of excellent customer service in the Corporate Service Centre.
- Proactively manage level of customer service and satisfaction through providing excellent customer experiences during all customer interactions.
- Own the resolution of customer queries logged with your branch and aim to resolve all issues at first point of contact.
- Track the issuance of customer items such as cheque books, deposit slips etc- liaise with RMs where necessary to resolve queries and respond to clients.
- Help providing leads for corporate banking products and maintain a database of these leads for BI, Pre-paid cards, Point of Sale and other related bank products.
- Provide leadership to all staff, achieving results through the performance management of direct reports and their effective performance management of their individual areas.
- Develop and agree individual performance objectives, standards and targets with all direct reports.
- Provide regular reviews of performance against agreed objectives, minimum quarterly, in line with performance management techniques.
- Provide on-going coaching and feedback to direct reports and individuals as appropriate, in line with Absa Africa performance management techniques.
- Ensure quality performance management processes and practices are undertaken in all areas under the control of the role holder.
- Ensure timely and effective completion of AML and all assigned training by the team.
- Create a high-performance environment driven by effective team working.
- Draw up performance and development plans for the team; quarterly review these plans and encourage self-development.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Establish and maintain a succession plan for the team.
- Ensure efficient and effective flow of work through the team, with appropriate hand-offs to and from Corporate and Business banking RMs and CSMs.
ASSISTANT RELATIONSHIP MANAGER-BUSINESS BANKING ELUNDA
Absa Bank Zambia Plc
01.2019 - 11.2021
- A member of Business Banking Team and aligned with the ambition to be among the Top 3 Banks in Zambia. The key function of this role entails working with the Relationship Managers to deepen the wallet share of existing Customer Relationships as well as developing new Relationships with a view of driving revenue and market share growth. This is achieved by ensuring Customers have access to the full suite of Absa Zambia’s products in addition to delivering World class Customer Service while maintaining a robust Control Environment.
- Support Relationship Managers in maintaining, growing and sustaining quality relationships with existing and new Business Banking Customers.
- Drive revenue growth by increasing customer’s uptake and usage of the various Barclay’s products i.e. Transactional Banking, Debt, FX, Card Acquiring and Retail Products.
- Provide support to the Relationship Manager in ensuring that all aspects of the control framework are adhered to in respect of Dormant accounts, Bounced Cheques and TPIN reviews.
- Support Relationship Managers Sales and Origination of Business Development Opportunities across all Banks products.
- Deliver World class Customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Absa’s standard procedure and policy.
- Involvement in the preparation of Credit applications of customers and in the overall monitoring and control of the quality of portfolio of borrowing customers.
- Responsible for the Administrative aspects of Corporate Relationships, including support to account Opening, KYC details or other documentary requirements, security perfection on approved facilities, actioning of Excesses and Interest validation Reports.
- Support Relationship Managers with Customer Research, Sales Research to ensure that the Bank is abreast with Customers changing needs by using Market and Industry intelligence.
- Point of contact for all Customer Service issues including timely resolution of queries, complaints and request such as Audit confirmations and reference letters for the dept.
- Develop understanding of the financial targets and key performance of the Relationship Managers portfolio.
- Develop Relationship account plans for customers including sales and contact strategy.
SME BANKER-BUSINESS BANKING MUTABA HOUSE BRANCH AND ELUNDA
Absa Bank Zambia Plc
06.2015 - 11.2019
- Actively maintain ownership of a portfolio of allocated SME clients.
- Maintain and grow customer relationship via appointment based and branch walk in customer interaction.
- Ensure the long-term sustainability of customers by establishing relationships with new clients and solution based up-selling to existing clients.
- Achieve customer satisfaction targets within assigned portfolio by improving customer satisfaction standards by providing e-channel solutions.
- Track and monitor the financial performance of the portfolio through existing MI.
- Focus on customer graduation for customers to more customers focused and appropriate value proposition, upgrading the customer to Business Banking Standard Relationship cost to serve value proposition.
- Achieve sales targets relevant to the strategic initiatives and drivers for the SME Business accounts.
- Achieve cross sell and up selling sales targets by driving cross functional teams (including but not limited to sector and product specialist) to find client-centric solutions.
- Re-actively drive acquisition initiatives through re-engagement processes supported by SME Banking campaign initiatives.
- Make use of the middle and back-office support networks to ensure effective on-boarding and complete end-to-end service delivery.
- Take ownership of client complaints and originate from CCP (Customer Complaints Process) take responsibility and accountability.
- Promote support to the Head-SME and other team members where assigned.
- Work closely with Customer Services, responding to service request and complaints for customers.
- Manage accounts in excess to ensure that all such accounts are funded or closed after applicable timeframe.
- Manage dormant accounts ensuring clients activate accounts or close accounts if no longer required.
- Understand and apply the relevant governance and compliance procedures to activities undertaken and maintain ongoing completion of relevant governance and compliance training.
- Maintain customer records and accurate completion of applications and paperwork by capturing customer information.
SALES AND SERVICE EXECUTIVE-BUSINESS BANKING LIVINGSTONE
Absa Bank Zambia Plc
04.2010 - 06.2015
- A member of the Commercial Services unit within Commercial Operations established to be the principal point of contact to assist in all customer dealings related to transactions, inquiries, investigations and complaint handling and resolutions.
- Handle customers’ routine enquiries regarding the bank’s standard tariff deposit interest rates and general exchange rate information.
- Deal with customers’ general account enquiries, arrange inter account transfers and order statements.
- Arrange for ordering of cheque books and paying in books, including any customised stationery.
- Arrange opening, closing and transfer of accounts, as well as input and amendment of customer account details.
- Obtain and action customer request for International Payments.
- Develop and maintain own contacts with individuals within customers’ organisation.
- Develop and maintain good and professional contacts with team members of the Operations Unit.
- Through exceptional interpersonal skills, demonstrate a harmonious working environment.
- Update all issues, inquiries and investigations into CRM for MIS generation and statistical analysis of volumes received within the services unit.
- Advise team members of customer educational points within their transactions to ensure swift processing of requests.
CSA-TRADE FINANCE & CASH MGT
Absa Bank Zambia Plc
02.2006 - 04.2010
- A key member of the Trade Finance and Cash Management team responsible for International Trade and Cash Management sales and servicing of a defined portfolio of Customers.
- The first point of contact for all those customers calling in the office.
- Receive and dispatch applications and responses to Service Delivery and the Customers respectively.
- Provide support for the marketing & sales support to Corporate and Business Banking front line sales.
- Provide operational support to Trade and Cash Management sales.
- Manage the work flow between Corporate and Service Delivery.
- Market Trade and Cash Management products to a defined portfolio of customers.
- Assist the managers in identifying ways of improving customer service.
- Display all Trade and Cash Management brochures for easy access by customers.
- Efficiency in processing of swift payments on AIOP.
- Record all Swift, L/C, Guarantee and Bill of Collections in their respective registers and ensure that filing is properly done and up to date.
- Submission of monthly income reports within 5 working days of the monthend. Reconciliation of income to be evidenced and filed.
- Submission of daily reports to treasury.
- Providing sales leads.
HEAD TELLER/TREASURY CUSTODIAN
Barclays Bank
Mazabuka
04.2004 - 02.2006
- Ensuring that the tills are manned at all times to avoid unnecessary complaints from customers.
- Ensuring that brochures for our products are displayed for easy access by customers.
- Providing feedback and coaching need to the tellers.
- Making sure that Cash limits in the vault are adhered to and reporting to Head Office daily.
- Always adhering to the four corner stones of our brand that is Company, Customer, Control and Colleague.
- Reporting of all suspicious transactions promptly.
- Give total support to all the tellers and ensure that tills are balanced.
RETAIL SUPPORT/TREASURY CUSTODIAN
Barclays Bank
02.2004 - 04.2004
- Ensuring that start of day and end of day are done in accordance with the laid down bank procedures.
- Balancing of the Reconcilable accounts such as Redirect, Sundry Persons and CTOBS daily.
- Printing of the reports and submitting them to the Retail Manager and other team members.
- Ensuring that cashiers deposit cash into treasury before 15.30hrs Daily.
- Balancing of the cash in treasury.
- Preparing and securing of cash on a weekly basis for corporate clients.
- Preparing of cash breakdowns for corporate customers.
- Actioning of ZMK transfers on corporate accounts.
- Taking the cheques for clearing before 15.00hrs.
CUSTOMER ADVISOR/ATM CUSTODIAN
Barclays Bank
Ndola
01.2002 - 12.2003
- Efficient in handling and resolving of customer queries and complaints for both retail and corporate customers.
- Providing a world class service to customers by prompt action of their instructions, responding to their correspondence and advising them on suitable bank products to meet their needs.
- Managing of fixed deposit accounts.
- Planning an effective outdoor marketing strategy to increase sales for the bank, taking into account the economic activity of Ndola.
- Offering support to the business customer and acting in his absence.
- Opening local business accounts.
- Ensuring that the uptime figures on the ATMS are always above 95%.
- Reconciliation of the ATM cash account on the daily basis.
- Able to manage the sales and ensure that they are communicated to all my team members the following business day.
BACK OFFICE CLERK
Barclays Bank
08.2001 - 01.2002
- I joined the bank on full time employment. Completed my probation after six months with a high performance rating due to:-
- Support given to Personal Bankers.
- Putting into action the concept of customer primary in all aspects of my duties.
- Helping my fellow clerks in their duties.
- High number of sales leads when collecting cheque deposit from customers.
Education
Bachelor of Arts - Financial Services
ZCAS University
Advanced Professional Diploma - Banking
Zambia Institute of Banking and Financial Services
Certificate - Banking and Finance
Zambia Institute of Banking and Financial Services
GCSE ‘O’ Levels - undefined
Roan Antelope High School
01.1994 - 01.1998
Certified Credit Professional - undefined
Zambia Institute of Banking and Finance
Skills
- Customer focused
- Business focused
- Performance driven
- Team player
- Good communication skills
- Self-driven and highly responsive
- Computer literate
- Able to work without supervision
- Customer relationship management
- Financial analysis
- Portfolio management
- Revenue growth strategies
- Risk assessment
- Technical proficiency
- Interpersonal effectiveness
- KPI tracking
- Data analysis
Custom
- Nakaonga Kakoma, Branch Manager, Levy Prestige, Absa Bank Plc, Lusaka
- Mr. Margaret Schiott, Head - Public Sector and Regional Corporates, Corporate and Investment Banking, Absa Bank Z Plc, Lusaka
- Simon Phiri, Head - Business Banking Commercial South, Business Banking, Lusaka Corporate, Lusaka
Personal Information
- Date of birth: 10/15/79
- Gender: Male
- Marital status: Single
Timeline
LCSC MANAGER- CIB
Absa Bank Zambia Plc
11.2021 - 07.2025
ASSISTANT RELATIONSHIP MANAGER-BUSINESS BANKING ELUNDA
Absa Bank Zambia Plc
01.2019 - 11.2021
SME BANKER-BUSINESS BANKING MUTABA HOUSE BRANCH AND ELUNDA
Absa Bank Zambia Plc
06.2015 - 11.2019
SALES AND SERVICE EXECUTIVE-BUSINESS BANKING LIVINGSTONE
Absa Bank Zambia Plc
04.2010 - 06.2015
CSA-TRADE FINANCE & CASH MGT
Absa Bank Zambia Plc
02.2006 - 04.2010
HEAD TELLER/TREASURY CUSTODIAN
Barclays Bank
04.2004 - 02.2006
RETAIL SUPPORT/TREASURY CUSTODIAN
Barclays Bank
02.2004 - 04.2004
CUSTOMER ADVISOR/ATM CUSTODIAN
Barclays Bank
01.2002 - 12.2003
BACK OFFICE CLERK
Barclays Bank
08.2001 - 01.2002
GCSE ‘O’ Levels - undefined
Roan Antelope High School
01.1994 - 01.1998
Advanced Professional Diploma - Banking
Zambia Institute of Banking and Financial Services
Certificate - Banking and Finance
Zambia Institute of Banking and Financial Services
Certified Credit Professional - undefined
Zambia Institute of Banking and Finance
Bachelor of Arts - Financial Services
ZCAS University
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