Frank Mwanza
Ndola
Summary
Enterprising banking professional successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Driven leader with over 6 years track record of successful administrative and operations management. Highly skilled in cultivating and leading high-performance teams focused on exceeding business objectives.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Acting Branch Manager - Intermittently
First Capital Bank Zambia
11.2021 - Current
- Generating sales leads for the branch through meticulous analysis of banking lists and innovative approaches, resulting in the identification of lucrative banking opportunities
- Thoroughly verifying transactions initiated by Front-line staff, ensuring utmost accuracy and adherence to protocols
- Exercising diligence in reviewing all new business accounts and personal account applications for the branch, maintaining high standards before submission
- Approving Telegraphic Transfers, RTGS transactions, and issuances of VISA Instant Cards, demonstrating expertise in financial oversight
- Sharing co-custodianship responsibilities for the vault cash, upholding airtight security protocols and impeccable cash management
- Diligently submitting comprehensive daily transaction reports, showcasing attention to detail and precise record-keeping
- Nurturing and maintaining positive customer relations, effectively contributing to seamless facility operations and premises security
- Initiated and held morning huddles to ensure high-quality customer service.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Boosted sales and customer loyalty through incentive programs.
- Submitted loan applications to underwriter for verification and recommendation.
- Implemented service improvements to enhance sales cycle.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Examined customer loan applications for loan approvals and denials.
- Assessed employee performance and developed improvement plans.
- Analyzed customers' financial information to deliver personalized account guidance.
Senior Cash Officer
First Capital Bank Zambia
08.2023 - Current
- Lead all aspects of cash handling operations, ensuring accuracy and security in cash transactions for Copperbelt region
- Generate detailed financial reports, conducting variance analysis to identify discrepancies and trends
- Oversee a team of cash handling staff, setting performance targets and ensuring compliance with internal controls
- Provide excellent customer service, addressing inquiries and resolving customer complaints related to cash transactions
- Establish and maintain robust internal controls to prevent fraud, errors, and discrepancies
- Manage relationships with banks and financial institutions, coordinating cash deposits and withdrawals
- Identify process improvement opportunities and implemented efficiency-enhancing strategies
- Assesse and mitigate risks associated with cash handling, minimizing potential losses
- Ensure compliance with banking regulations and internal policies, staying updated on industry standards
- Coordinate and participate in internal and external audits of cash handling procedures.
- Oversaw liquidity and cash management operations.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Developed strategic plans for day-to-day operations.
- Complied with established internal controls and policies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
Cash Officer
First Capital Bank Zambia
02.2021 - 08.2023
- Authorized and confirmed foreign and local currency cheques, maintaining accuracy and security
- Conducted regular checks to ensure proper transaction capture, authorization, and processing
- Monitored and managed cashiers' errors, taking corrective actions as necessary
- Effectively managed the vault and cash supplies, including cash sorting and repatriation
- Ordered and managed branch cash according to set limits and procedures
- Collaborated as co-Custodian for daily reconciliation of total cash
- Provided top-notch customer service by addressing inquiries, explaining bank procedures, and promoting customer feedback
- Managed cashiers' leave schedules and identified training needs for skill improvement
- Submitted monthly statistical data on cash transactions for appropriate cash holding limits determination
- Co-custodian for strongroom keys, ensuring their security and integrity
- Supervised and guided a team to ensure adherence to bank policies and strategic goals
- Collaborated with cross-functional teams to achieve financial objectives and generate banking opportunities
- Checked and verified ATM reconciliation and managed ATM operations
- Conducted daily office accounts and monthly petty cash account reconciliations
- Sorted excess vault cash for Bank of Zambia deposits and maintained relationships with other commercial banks for cash exchange.
Customer Service Advisor
First Capital Bank Zambia
01.2019 - 02.2021
- Responded to customer needs through competent customer service and prompt problem-solving.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Created customer support strategies to increase customer retention.
- Resolved concerns with products or services to help with retention and drive sales.
- Effective implement roll outs of new products and solutions to the market.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Built diverse and consistent sales portfolio.
- Met existing customers to review current services and expand sales opportunities.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Bank Teller
First Capital Bank Zambia
04.2018 - 11.2018
- Delivering quality service to customers via efficient and accurate processing of transactions, while projecting a professional and warm image in all personal dealings
- Money laundering prevention
- General reconciliations
- Processing of Telegraphic transfers and reconciliation of non-applied funds
- Understand and manage the risks associated with custody of the ATM through an effective system control
- Ensure availability of a fully functional ATM
- Custody, replenishing, reconciliation and daily balancing of cash at required intervals of the ATM
- Ensure that ATM cash is safeguarded against unnecessary and preventable loss
- Ensure that enough cash levels are maintained to meet normal customer requirements for the ATM
- Report and action differences in ATM cash promptly.
- Educated customers on use of banking website and mobile apps.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Reconciled cash drawer and resolved discrepancies.
Education
Bachelor of Arts - Bachelor of Arts in Business Studies (Finance)
ZCAS University
Lusaka 12.2026
Diploma - Banking And Finance
Zambia Institute of Banking And Financial Services
Lusaka, Zambia04.2015
Certificate - Banking And Finance
Zambia Institute of Banking And Financial Services
Lusaka 04.2013
ECZ Certificate - High School
Masala Secondary School
Ndola, Zambia12.2011
Skills
- Relationship Building
- Process Improvement
- Business Development
- Cash handling expertise
- Coaching and Mentoring
- Branch Operations Management
- Risk Mitigation
- Customer Service
- Regulatory Compliance
- Strategic Planning
- Customer Relationships
- Client Relationship Management
Certification
- Customer Service Management - Gareth Davies
- Customer Service Excellence - Namucana C. Musiwa
- Complaints Handling & Consumer Protection - Bank of Zambia
Timeline
Senior Cash Officer
First Capital Bank Zambia
08.2023 - Current
Acting Branch Manager - Intermittently
First Capital Bank Zambia
11.2021 - Current
Cash Officer
First Capital Bank Zambia
02.2021 - 08.2023
Customer Service Advisor
First Capital Bank Zambia
01.2019 - 02.2021
Bank Teller
First Capital Bank Zambia
04.2018 - 11.2018
Bachelor of Arts - Bachelor of Arts in Business Studies (Finance)
ZCAS University
Diploma - Banking And Finance
Zambia Institute of Banking And Financial Services
Certificate - Banking And Finance
Zambia Institute of Banking And Financial Services
ECZ Certificate - High School
Masala Secondary School
Similar Profiles
Alinaswe Johnwell SiwingwaAlinaswe Johnwell Siwingwa
PRINCIPAL FINANCE OFFICER at Development Bank of ZambiaPRINCIPAL FINANCE OFFICER at Development Bank of Zambia
Chinukwe ChandaChinukwe Chanda
Manager: Forensic Investigations at Absa Bank Zambia Plc (formerly Barclays Bank Zambia Plc)Manager: Forensic Investigations at Absa Bank Zambia Plc (formerly Barclays Bank Zambia Plc)
Lynette ChipetaLynette Chipeta
Manager, MNO’s and Channels -Global Transaction Banking (Corporate and Investment Banking) at Atlas Mara Zambia/Access Bank ZambiaManager, MNO’s and Channels -Global Transaction Banking (Corporate and Investment Banking) at Atlas Mara Zambia/Access Bank Zambia