HANNAH MULENGA

Content Development and Corporate Communications

• Draft, edit and coordinate internal and external communication materials including staff notices, memos, speeches, media statements, captions, newsletters, articles, scripts and public notices.
• Translate business updates, policy information, campaign messages and leadership communication into clear, professional and audience-appropriate content.
• Support corporate storytelling by highlighting the Bank’s business milestones, partnerships, awards, CSR activities, thought leadership and community impact.
• Ensure all communication reflects the Bank’s tone, values, brand identity and strategic priorities.

Internal Communications and Employee Engagement

• Support internal communication campaigns that promote employee awareness, alignment and engagement across the Bank.
• Coordinate content for internal platforms and publications, including Access Insight, staff updates, employee features, event highlights and departmental news.
• Communicate internal initiatives such as compliance trainings, surveys, staff wellness activities, EVP projects, recognitions and people-related announcements.
• Work with business units and support functions to gather, refine and publish relevant internal content.

Marketing Campaigns and Brand Visibility

• Support the development and rollout of marketing campaigns for retail, SME, public sector, corporate, digital banking, sustainability and other business priorities.
• Prepare campaign briefs, agency briefs, creative copy, product communication, customer education materials and promotional content.
• Coordinate with agencies, vendors and internal stakeholders to ensure marketing materials are accurate, timely and aligned with brand standards.
• Review and support the production of artworks, posters, banners, presentations, event branding and other branded materials to ensure consistency and quality.

Public Relations, Events and Stakeholder Engagement

• Support external communication activities including media engagement, event coverage, stakeholder announcements, partnership communication and public-facing campaigns.
• Prepare event materials such as invitations, programmes, scripts, speeches, talking points, captions and post-event reports.
• Coordinate communication and visibility support for corporate events, sponsorships, exhibitions, launches, conferences, traditional ceremonies, expos, marathons and CSR activities.
• Liaise with internal departments, branches, agencies, vendors, media partners and external stakeholders to ensure smooth execution of communication activities.

CSR, Sustainability and Institutional Reporting

• Support the communication and documentation of CSR, sustainability and employee volunteering initiatives.
• Develop content that highlights the Bank’s contribution to financial inclusion, SME growth, women and youth empowerment, environmental responsibility, education, health and community development.
• Assist in preparing award submissions, case studies, institutional profiles and recognition materials.
• Gather and organise information from business units to support reports, submissions, campaign summaries and departmental updates.

Coordination, Administration and Brand Governance

• Maintain communication records, content trackers, event reports, artwork approvals and campaign documentation.
• Coordinate branding material requests, stakeholder follow-ups and communication timelines to ensure timely delivery of assigned tasks.
• Support the consistent application of the Bank’s brand identity across internal and external platforms, customer-facing touchpoints, events and collateral.
• Uphold accuracy, confidentiality, professionalism and quality standards in all communication outputs.

• Delivered frontline customer service across banking transactions, account support, client inquiries and service requests with accuracy, professionalism and confidentiality.
• Handled complaints and escalations, working with internal teams to resolve complex issues and improve the customer experience.
• Educated customers on banking products, digital channels and service options, contributing to stronger product adoption and customer confidence.
• Supported account opening, KYC verification and compliance-related processes while maintaining data accuracy and regulatory awareness.
• Built a strong customer-insight foundation now applied to audience-centered corporate communications and stakeholder messaging.
• Selected achievements
• Resolved more than 95% of customer complaints within 24 hours, contributing to improved customer satisfaction and trust.
• Supported more than 500 account openings and KYC verifications with strong compliance accuracy.
• Promoted mobile and online banking adoption through customer education and practical channel support.

Ongoing