Ireen Chaba
Black
Summary
Dynamic Risk Management Specialist skilled in operational risk management and client relationship management. Successfully reduced risk exposure by implementing strategic mitigation plans and enhancing compliance monitoring. Proven track record in stakeholder engagement and data analysis, driving business process improvement and achieving an increase in operational efficiency.
Overview
18
18
years of professional experience
Work History
Risk Management Specialist
Northwest Credit Limited
10.2024 - Current
- Assisted with minimizing risk exposure by reviewing claim validity and viability against coverage standards.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Trained staff in risk management policies and monitored compliance to control company liability.
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
- Taught employees how to control risks at front line.
- Advised senior managers on policy strategies for reducing liability and preventing losses.
- Instituted regular safety inspections and hazards management strategies to keep operations compliant.
- Investigated allegations to check validity and recommend actions to minimize risk.
- Enhanced the efficiency of internal audit processes by integrating advanced analytics techniques into traditional auditing methodologies.
- Supported executive decision-making with accurate risk assessments, advice on effective mitigation strategies, and regular reports on emerging risks.
- Contributed to regulatory compliance efforts by working closely with legal teams to interpret complex regulatory requirements related to risk management practices.
- Reduced company risk exposure by identifying, assessing, and mitigating potential threats to the organization.
- Managed a team of junior analysts tasked with supporting the development of enterprise-wide risk analyses and mitigation plans.
- Collaborated with cross-functional teams to ensure consistent application of risk management frameworks and standards across the organization.
- Monitored industry, technological and economic developments to stay current on potential risks.
- Built contingency plans to successfully handle financial emergencies.
- Analyzed data on price, stability and other factors affecting investment programs to incorporate into investment decisions.
Customer Due Diligence Quality Assurance Analyst
Standard Chartered Bank
03.2019 - 12.2022
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Identified and documented discrepancies between expected and actual outcomes, contributing to overall software quality improvement.
- Enhanced product compliance with industry standards by diligently verifying adherence to regulatory requirements.
- Reduced number of customer-reported issues by establishing preemptive testing strategy that targeted common failure points.
- Developed and maintained comprehensive documentation, including test cases, results, and improvement recommendations, for stakeholder review.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
Business Banking Analyst
Standard Chartered Bank
03.2017 - 03.2019
- Assisted management in meeting regulatory requirements by conducting periodic audits and ensuring compliance with established policies.
- Contributed to the creation of marketing materials highlighting the bank''s expertise in specific sectors, attracting new business leads.
- Provided exceptional customer service, addressing inquiries promptly and maintaining strong relationships with key clients.
- Played a key role in developing innovative solutions for clients facing challenging financial situations or seeking new growth opportunities.
- Managed complex portfolios, effectively balancing risk and return to achieve client objectives.
- Supported senior analysts in the preparation of high-quality reports for presentation to executive leadership teams.
- Collaborated with cross-functional teams to optimize banking processes, resulting in improved efficiency.
- Conducted detailed competitor analyses to inform product development strategies, leading to increased market share.
- Worked with diverse product development teams to create software for qualitative structured solutions to validate and model emerging markets.
- Participated in client meetings to discuss financial analysis and investment strategies.
- Presented oral and written reports on general economic trends, individual corporations and entire industries.
- Reviewed and analyzed project spending throughout project life cycle.
- Developed customized financial models to support decision-making and drive revenue growth.
- Performed scenario analyses on prospective investments, identifying risks and uncovering hidden value drivers for informed decision-making processes.
Relationship Manager, Business Banking
Standard Chartered Bank
01.2015 - 03.2017
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Implemented effective communication strategies to maintain ongoing dialogue with clients, fostering long-term partnerships.
- Strengthened client relationships through regular, personalized communication, ensuring high levels of client satisfaction and retention.
- Conducted regular review meetings with clients, ensuring their investment portfolios were on target to meet their objectives.
- Developed and implemented comprehensive client onboarding process, significantly reducing time to full service activation.
- Increased client trust and loyalty by providing consistent, high-quality advice on products and services tailored to their needs.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
Customer Service Consultant
Standard Chartered Bank
01.2013 - 03.2015
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
Bank Teller
Standard Chartered Bank
05.2009 - 03.2013
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
Customer Sales Representative
Investrust Bank Plc, Main Branch
06.2007 - 06.2008
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Maintained accurate records of customer interactions, transactions, and follow-up actions for seamless continuity in support services.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
Education
Post-Graduate Certificate - Risk And Compliance Management
Zambia Institute of Banking
Lusaka11-2023
Bachelor of Arts - Development Studies With Public Adminstration
University Of Zambia
Lusaka03-2023
Post-Degree Certificate - Planning,Monitoring And Evaluation
University of Zambia
Lusaka05-2011
GED -
Kabulonga Girls High School
Lusaka11-2002
Skills
- Operational risk management
- Internal audits
- Incident investigations
- Risk reporting
- Enterprise risk management
- Compliance monitoring
- Data analysis
- Due diligence
- Root-cause analysis
- Internal controls
- Risk mitigation
- Business continuity planning
- Investment risk analysis
- Stakeholder engagement
- Client relationship management
- Analytical thinking
- Business process improvement
- Staff management
- Quality assurance
- Customer needs assessment
- Market research
- KPI tracking
- Internal auditing
- Financial advising
- Operational reporting
- Competitive analysis
Languages
English
Advanced (C1)
Nyanga
Advanced (C1)
Bemba
Advanced (C1)
Timeline
Risk Management Specialist
Northwest Credit Limited
10.2024 - Current
Customer Due Diligence Quality Assurance Analyst
Standard Chartered Bank
03.2019 - 12.2022
Business Banking Analyst
Standard Chartered Bank
03.2017 - 03.2019
Relationship Manager, Business Banking
Standard Chartered Bank
01.2015 - 03.2017
Customer Service Consultant
Standard Chartered Bank
01.2013 - 03.2015
Bank Teller
Standard Chartered Bank
05.2009 - 03.2013
Customer Sales Representative
Investrust Bank Plc, Main Branch
06.2007 - 06.2008
Post-Graduate Certificate - Risk And Compliance Management
Zambia Institute of Banking
Bachelor of Arts - Development Studies With Public Adminstration
University Of Zambia
Post-Degree Certificate - Planning,Monitoring And Evaluation
University of Zambia
GED -
Kabulonga Girls High School
Hobbies
Travel,Nature ,Reading,Cooking,Exercising and Social work
Referees
References
Lute Chulu Tembo
Business Risk Manager Africa and Middles East AME Standard Chartered Bank
Email : Lute.Chulu@sc.com
Mobile: +260 967 762059
Yvonne Mpandamabula Zulu
Head Client Onboarding and Business Risk Management Standard Chartered Bank
Email :Yvonne.Mpandamabula@sc.com
Mobile:+260 955 756 177
Dr David Kalaba Director of Finance and Administration Eastern and Southern African Management Institute (ESAMI)
Mobile :260 971 234 146
Nchimunya Hamuchenje
Human Resource Manager Northwest Credit Limited
Email: nchimunya@shenzhen-keyou.com
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