Elizabeth Daka Chiinza

Experienced Operations and Credit Manager with 10+ years' expertise in operations, digital project management, business process review, credit portfolio management, customer service, and leadership. Passionate about digital financial inclusion, innovation solutions and customer experience to enhance organizational performance. Demonstrated history of excelling in Operations and Project Management of various digital projects through meticulous planning, strategic analysis of business processes, and continuous performance evaluation. Proactive professional committed to refining policies and procedures to enhance operational effectiveness. Skilled in implementing innovative initiatives aligned with the organization's strategic vision, overseeing multiple departments and managing a team of 16, risk and regulatory compliance, and resource allocation to optimize efficiency and profitability. Passionate about driving socio-economic empowerment and humanitarian projects for vulnerable communities. Possess strong leadership abilities, management experience, interpersonal skills, and the capacity for making impactful decisions that positively impact a company's future.

• As volunteer Director in a Non-Governmental Organization, successfully led the construction of a 1x3 classroom block for a vulnerable community in Mwalukanga village, including liaising with the contractor and Ministry of Education, budgeting, and fundraising. The completed school was successfully handed over in September 2022.
• Key operations resource in the implementation of the FISP Prepaid Card project – automating the payment of the Farmer Input Support Program grant to farmers supported by the Zambian Government.
• Led the successful development of a customized loan management system and migration of over 15,000 loan accounts with no disruptions to business operations.
• Took up the role of Head of Credit in addition to managing Operations; involved in Portfolio Management and ensured that the Non-Performing Loan (NPL) ratio was 5.4% from 11%; against a target of 6%, set by the Board of Directors.

• Industrial Member of the Zambia Institute of Banking and Financial Services
• Member of the Swedish Institute Alumni of Global Leaders
• Member of the AISEC Association in Sweden
• Young African Leaders Initiative (YALI)
• Certified Credit Professional
• Associate member under the Institute of Directors Zambia
• Board Member ActionAid Zambia

• Foundations Leadership Development Programme (FLDP) - University of Stellenbosch, Business School | Johannesburg, South Africa
• Visa Card Operations Training - Nairobi, Kenya and Lusaka, Zambia.
• Supervisory Level Training - Zambia Institute of Banking and Finance Services | Lusaka, Zambia
• CR2 Card Operations Initiative for Financial Inclusion | Johannesburg, South Africa
• Zambia National Financial Switch Implementation training | Chisamba, Zambia
• Participated in CFA National Finals Case Competition - Financial Analysis and Company Valuation of Assa Abloy/listed Swedish Company | Stockholm, Sweden
• Completed a three-month mentorship program under When Females Lead | Lusaka, Zambia
• Completed the qualification Certified Credit Professional | Lusaka, Zambia
• Pursuing the Certified Digital Practitioner Qualification | Online training
• Trained Award Leader under the Duke of Edinburgh Award
• Appointed Board Member for ActionAid Zambia

• Exceptional communication and interpersonal skills.
• Proficient in the use of operating systems such as banking software, card operations software, lending software.
• Good organizational skills and ability to prioritize and manage tasks.
• Skilled at evaluating opportunities and risks through critical analysis of the "current state. Able to deliver innovative new solutions to challenges.

• Involved in the development of the ZNFU Farmers card and payment system and other departmental projects such as Puma Fuel Card, Mobile Banking platform, Internet Banking enhancements, Visa Acquiring and Issuing projects, National Financial Switch, MTN mobile money integration project.
• Completed a system migration project from Credit Ease to iProof (Cognitive Platform Solutions)
• Under my volunteer work with When Females Lead as Associate Director - Uplifting Vulnerable Children Pillar, managed the school construction project in Mwalukanga, constructing a 1x3 classroom based on donor funds, liaising and collaborating with the project contractors and actively engaging various corporates for sponsorship. Raised a total of ZMW230,000 in sponsorships from various corporates. The construction of the school has now been completed and was handed over to the community in September 2022.
• Currently working on the construction of a Maternity Clinic in Mwalukanga village, Chongwe District

• 2016: Awarded the Swedish Institute Scholarship for Masters Studies
• 2014: Most hardworking employee - African Banking Corporations Labour Day Awards
• 2012: Most innovative Tax Consultant - PwC
• 2011: Best Female Graduate in Banking and Finance - Copperbelt University

• Director, Non-Governmental Organization, Mwalukanga village, 11/2021, Present, Successfully led the construction of a 1x3 classroom block for a vulnerable community in Mwalukanga village, including liaising with the contractor and Ministry of Education, budgeting, and fundraising. The completed school was successfully handed over in September 2022.
• Operations Resource, Key operations resource in the implementation of the FISP Prepaid Card project - automating the payment of the Farmer Input Support Program grant to farmers supported by the Zambian Government.
• Senior Manager - Operations and Credit, Lusaka, Zambia, 03/2019, Present, Managed a core management system migration inclusive of the discovery phase, consolidation of system requirements, User Acceptance Testing and Migration. Reduction in NPL ratio from 11% in January 2022 to 5.2% in June 2023.
• Manager - Central Operations, 07/2015, 06/2016, Key operations resource in the introduction of prepaid cards as a mode of payment in supporting the Farmer Input Support Programme in Zambia. This was in liaison with the Government aimed at providing a more efficient mode of payment for farmers across the country to access inputs from key suppliers, thereby moving away from the use of cash for payment.
• Assistant Manager - Card and E-Channels Operations, Lusaka, Zambia, 04/2014, 07/2015, Key Operations resource in the implementation of the VISA Acquiring and Issuing project, allowing the bank to start participating in the VISA network. Through this, we therefore developed key processes and procedures to support the project and ensure operational efficiency thereafter.
• Supervisor - Card and E-Channels Operations, Lusaka, Zambia, 05/2013, 04/2014, Prepared daily branch ATM reconciliations for 15 branches which involved recovering an estimated amount of K500,000 of unreconciled items from interbank ATM reconciliations.
• Assistant Tax Consultant, Lusaka, Zambia, 02/2012, 05/2013, Pioneered the offering of Immigration Consultancy services to PwC clients through liaison with key immigration personnel. At the time, this was a test offering by PwC.

• Certification In Digital Money, Digital Frontiers Institute - 2024
• Certified Credit Professional, Zambia Institute of Banking and Financial Services - 2022