Mbololwa Sakala
Lusaka
Summary
Experienced Banker with expertise in Retail Operation Management, Marketing Services, and Customer Service and Relationship Management. Demonstrated leadership in managing teams, resolving complaints, and problem-solving. Proficient in banking services, operational improvement, and team leadership. Excel in communication, problem-solving and ensuring smooth branch operations. Results-driven, known for exceptional productivity and efficiency in managing branch operations.
Overview
17
17
years of professional experience
Work History
Branch Service Manager
Access Bank Zambia
Lusaka
01.2018 - Current
- Ensured smooth running of branch activities on a daily basis.
- Helped channel the Bank towards a Capital Raising Exercise by onboarding Retail customers through account opening and deposit mobilization.
- Growing Bank Customer Base through Existing Customers.
- Guided branch teams to integrate Access operational standards after two mergers
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Coordinated the implementation of new products and services at the branch level.
- Maintained adherence to bank regulations during transactions
- Maintained accurate records of all customer accounts and transactions.
- Promoted a positive work environment by encouraging team collaboration and problem solving.
- Provided guidance to junior staff members on how best to handle complex customer requests or complaints.
- Initiated marketing campaigns to promote new products and services offered by the bank.
- Performed daily audits of cash drawers in order to detect any discrepancies or irregularities.
- Managed inventory levels of supplies needed for day-to-day operations of the branch.
- Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
- Produced periodic reports showcasing crucial information for leadership review
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Conducted reviews and evaluations for cost-reduction opportunities.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Reviewed reconciliations and General Ledger's that were used within the branch and ensured no outstanding balances, or no fraud is conducted in the system.
- Guided team members towards proper self-conduct and Retail Customer Satisfaction while providing them a service in line with the Bank's Service Level Agreement (SLA).
- Mobile Money Operations Lead, responsible for facilitating the customer relationship between MTN Mobile Money Unit and Access Bank.
- Ensure compliance with anti-money laundering (AML) and counter-terrorism financing (CTF) regulations.
- Implemented customer service policies and procedures to ensure maximum customer satisfaction.
- Provided effective coaching, training, and mentoring to branch staff in order to increase sales performance.
- Conducted regular meetings with team members to review performance objectives, discuss challenges, and provide feedback.
- Reviewed daily activity reports from branch employees to ensure compliance with banking regulations and procedures.
- Monitored daily operations for efficiency and accuracy of transactions.
- Assisted customers with inquiries regarding account balances, loan applications, deposits, withdrawals, transfers.
- Resolved escalated customer complaints in a professional manner while ensuring customer satisfaction.
- Created strategies for improving customer service standards within the branch.
- Identified areas for improvement in operational processes and worked collaboratively with management to implement solutions.
Bullion Head
Access Bank Zambia
Lusaka
01.2017 - 12.2017
- Ensured that the Bank's Excess Cash Over Insured Limit is repatriated to the Central Bank.
- Organized Cash in Transit for repatriation of cash to BOZ.
- Worked with cross-functional teams to achieve goals.
- Supervised the sorting of cash from fit to unfit notes by the bullion team and maintained a nil record for regulatory infractions (Fake Note Report rendition, shortages, and overages).
- Ensured the ATM service had no downtime through constant replenishing of Automated Teller Machines.
- Collaborated closely with team members to achieve project objectives and meet deadlines
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Intern (Treasury)
Access Bank
Lusaka
06.2016 - 08.2016
- Foreign Exchange dealings for the bank with other banks.
- Reviewed contracts for potential risks associated with payment obligations or foreign exchange exposures.
- Advised the buying and selling rate deals to both internal and external customers.
- Prepared financial reports for management (trading blotter, cash flow statements, assets, and liquidity statements).
- Managed Liquidity and Capital of the Bank.
- Created and maintained a database of daily transactions, including payments, receipts, transfers and investments.
- Analyzed balance sheet accounts to ensure accurate reporting of the organization's assets and liabilities.
- Calculated and monitored cash flow position, ensuring sufficient funds are available for operations.
- Ensure all parts of the bank can readily access the cash they need for business activities.
- Borrowed and placed money on behalf of the bank were required.
- Ensured the unit complied with Bank of Zambia and other legislation that governs Bank dealings.
- Maintained relationships with internal departments such as accounting, finance, legal and tax teams.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Intern
Bank Of Zambia
Lusaka
12.2015 - 02.2016
- Conducted accounting of currency deposited and withdrawn on a daily basis in the circulation books that were used to facilitate monitoring and control of cash movements.
- Prepared daily Currency Consolidation of the Central Bank deposits and withdrawal transactions with commercial banks within Lusaka, Subchests, and Regional office.
- Prepared the Currency in Circulation (CIC) Day Books.
- Prepared weekly and monthly reconciliations between sub-chests transactions and the stock book held at the Bank of Zambia.
- Reconciled currency in circulation on a monthly basis to ensure accurate records.
- Balanced the Currency in Circulation books.
- Recorded aggregate VISA transactions on the web interface for National Net.
- Facilitated for staff and government funds transfer through RTGS, ZIPSS.
Foreign Exchange Trader
Quantum FX Bureau De Change
Lusaka
01.2015 - 12.2015
- Monitored and analyzed foreign exchange markets to identify trading opportunities.
- Analyzed macroeconomic data such as interest rates, inflation, government policy and political stability to forecast currency movements.
- Advised corporate clients on FX exposure management, hedging strategies and structured products.
- Responsible for buying and selling foreign currencies.
- Acted as buyer or seller representative when arranging sales.
- Completed sales order tickets and processed client-requested transactions.
- Analyzed client capital structures and plans and recommended products and financial strategies to meet needs.
- Reviews orders to ensure accuracy, proper record keeping, and conformance to regulations.
- Maintained up-to-date knowledge of industry best practices in order to comply with regulatory requirements.
- Utilizes instruments, applications, and risk management techniques necessary to manage foreign exchange transactions.
- Buys and sells foreign currencies via computer and telephone, according to market changes and customer requests.
- Advises clients on competitive foreign exchange rates based on market performance.
- Maintained records of all executed transactions to ensure compliance with internal policies and external regulations.
Researcher
Care International Zambia
Lusaka
01.2008 - 12.2008
- Conducted field research study on Orphaned and Vulnerable Children (OVCs).
- Conducted literature reviews and synthesized research to identify gaps in knowledge and inform project objectives.
- Developed survey instruments, analyzed data, and prepared reports for the inspection of Orphanages for Vulnerable Children (OVCs) in Zambia.
- Performed qualitative interviews with stakeholders to understand the needs of the target population.
- Collaborated with multi-disciplinary teams to design experiments, collect data, and interpret results.
- Visited OVC to monitor and find out the facilities the children are being offered, and how well they are taken care of.
- Attended workshops in line with orphaned and vulnerable children.
- Assisted in preparing presentations on findings from various studies conducted by the organization.
- Presented findings to colleagues during industry meetings and conferences.
Education
Master’s of Business Administration - Finance
University of Lusaka
01.2022
BSc. - Banking and Finance
University of Lusaka
01.2015
O’Level Certificate -
01.2009
Skills
- Employee Supervision
- Performance Metrics Management
- Product Knowledge Training
- Investment Guidance
- Operations Management
- Strategic Business Development
- Staff Training and Development
- Sales Leadership
- Revenue Growth Strategies
- Marketing
- Banking Solutions Knowledge
- Budget Planning
References
- Clementina Mwape - Financial Crimes Specialist, Access Bank Contact: +260 96 6874898, Email: mwapec@accessbankplc.com
- Fred Chikabuka, Manager, Payment Systems Bank Of Zambia Contact: +260 96 6421883
- Sylvester Mutale Kabwe, Lecturer, University of Lusaka Contact: +260 97 8312532
Personal Information
- Date of Birth: 04/20/91
- Gender: Female
- Nationality: Zambian
- Marital Status: Married
Affiliations
- Event Planning
- Event Decorator
Timeline
Branch Service Manager
Access Bank Zambia
01.2018 - Current
Bullion Head
Access Bank Zambia
01.2017 - 12.2017
Intern (Treasury)
Access Bank
06.2016 - 08.2016
Intern
Bank Of Zambia
12.2015 - 02.2016
Foreign Exchange Trader
Quantum FX Bureau De Change
01.2015 - 12.2015
Researcher
Care International Zambia
01.2008 - 12.2008
Master’s of Business Administration - Finance
University of Lusaka
BSc. - Banking and Finance
University of Lusaka
O’Level Certificate -
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