Nancy Musenga Nachangwa
Lusaka
Summary
A highly assertive and trustworthy banking executive with over 10 years of progressive experience, specializing in Retail Banking Leadership, Strategic Sales & Service, and robust Compliance & Controls. Proven ability to drive operational success and efficiency, as evidenced by steady progression through the ranks at Zanaco Bank Plc. Adept at managing teams, refining delegation skills, and significantly enhancing team productivity. Possesses a deep-seated expertise in risk management, regulatory adherence, and internal controls from over three years of foundational experience in compliance frameworks. A fluent English communicator skilled in fostering long-term mutually beneficial customer and stakeholder relationships. Seeking a high-impact managerial role to leverage strategic oversight and compliance expertise in a dynamic international environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Manager: Retail Banking
ZANACO
10.2021 - Current
- Strategic Leadership & Management: Provide leadership across the branch, directly managing and mentoring a team of 12 subordinates. Consistently acted as a role model, providing mentoring and coaching to junior staff.
- Revenue & Portfolio Growth: Significantly contributed to business expansion by growing and retaining a diverse portfolio of Retail, Business and Corporate client relationships. Maximized branch revenue through coordinated sales efforts for liabilities and assets, and by cross-selling products and solutions.
- Business Development: Proactively identified growth opportunities through wallet sizing and strategic client engagements. Successfully originated and provided leads for new business.
- Risk & Compliance Excellence: Proactively managed borrowing relationships and monitored credit facilities to ensure Non-Performing Loans (NPLs) remained well within expected portfolio limits. Ensured consistent portfolio compliance with KYC and AML/CTF regulations, minimizing operational and other loses.
- Operational Improvement: Drove process improvements by gathering customer feedback and observing market/competitor activity to continuously improve segemet products and customer channels. Managed inactive and dormant accounts to acceptable limits , ensuing correct client segmentation.
Preferred Banker – Retail Banking
ZANACO
07.2018 - 09.2021
- Client Relationship Management: Successfully managed high-value relationships between preferred clients and various bank departments. Conducted regular visits and maintained proactive communication to build trust and loyalty.
- Credit Management: Maintained a performing credit portfolio in line with expectations, monitoring for and alerting to adverse changes. Appraised complex credit proposals and prepared detailed reports.
- New Business Generation: Generated new banking relationships and enhanced existing ones through the strategic cross-selling of loan products, Treasury Management, International Banking, and Electronic Banking services. Extensively marketed core banking products (cash management, accounts and investment deposits) to fund the bank's lending book.
- Developed financial strategies to optimize customer investments and enhance portfolio performance.
Customer Service Assistant: Retail Banking
ZANACO
06.2017 - 06.2018
- Service & Sales Integration: Effectively managed customer complaints, consistently offering solutions that exceeded expectations. Contributed to sales growth by strategically up-selling additional products or services.
- Efficiency & Quality: Reduced waiting times by efficiently managing multiple tasks simultaneously without compromising service quality.
Bank Teller: Retail Banking
ZANACO
06.2014 - 05.2017
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Risk Control: Accurately balanced cash drawers at the end of each shift, minimizing financial discrepancies. Monitored and reported suspicious activity in line with bank security policies.
Data Entry Clerk: Projects Division
ZANACO
02.2013 - 05.2014
- Entered high volumes of data accurately into company database systems.
- Maintained organized records and documentation for efficient retrieval and analysis.
- Collaborated with team members to streamline data entry processes, reducing errors.
Education
MBA - Business Administration
The University of Zambia
05-2025
Bachelor of Science - Business Management
The University of Zambia
05-2023
Diploma - Banking and Finance
Zambia Institute of Banking And Financial Services
02-2013
GCSE (ECZ) O Levels -
St. Theresa Girls Secondary School
11-2010
Skills
- Optimistic mindset
- Effective team leadership
- Effective multitasking
- Analytical problem-solving
- Client support
Affiliations
Zambia Institute of Banking and Financial Services
Certification
To showcase continuous professional commitment, group related training:
- Leadership & Management: Control Management (2025), Leadership & Change Management Training (2024), Negotiation Skills (2014).
- Compliance & Risk: Anti-Corruption and Anti-Bribery (2024), Induction and Basic Accounting Training (2014).
- Sales & Service: Customer Service: Adapting to Customer Cues (2024), Customer Service Blitz (2022), Client Segmentation (2020).
Timeline
Service Manager: Retail Banking
ZANACO
10.2021 - Current
Preferred Banker – Retail Banking
ZANACO
07.2018 - 09.2021
Customer Service Assistant: Retail Banking
ZANACO
06.2017 - 06.2018
Bank Teller: Retail Banking
ZANACO
06.2014 - 05.2017
Data Entry Clerk: Projects Division
ZANACO
02.2013 - 05.2014
MBA - Business Administration
The University of Zambia
Bachelor of Science - Business Management
The University of Zambia
Diploma - Banking and Finance
Zambia Institute of Banking And Financial Services
GCSE (ECZ) O Levels -
St. Theresa Girls Secondary School
Core Competences
- Team Leadership & Mentoring
- Change Management
- Strategic Planning
- AML/CTF & KYC Compliance
- Internal Controls & Governance
- NPL Monitoring & Credit Analysis