NAOMI SICHILONGO
Summary
- Dynamic and result oriented relationship manager,sales,operations and supply chain management Professional with over 11 years of progressive experience in relationship management, Business development, operations and supply chain management.
- Proven expertise in strategic formulation and execution, having successfully developed and implemented branch-level and prime banking strategies that enhanced client engagement, boosted deposit mobilization, and aligned team performance with KPIs.
- Exceptional in operations management and process optimization, having achieved a significant improvement in operational efficiency and reduction in costs within one year through data-driven process redesign and workflow automation.
- Adapt in supply chain and logistics coordination, ensuring seamless integration of procurement, warehousing, and inventory management to support continuous service delivery and reduce supply chain risks across multiple branches.
- Demonstrates strong leadership and people management capabilities, including recruitment, training, coaching, and performance supervision of frontline and back-office teams to drive service consistency, customer satisfaction, and compliance.
- Strategic in risk management and audit compliance, having attained a 95% audit score by strengthening internal controls, enforcing policy adherence, and proactively identifying and mitigating operational risks.
- Strong collaborator with a track record of cross functional team engagement, driving a 20% increase in repeat business through joint service improvement initiatives and customer satisfaction programs.
- Technically equipped with analytical, planning, and executional strengths, including the use of data analysis for performance tracking, budgeting, forecasting, and developing actionable insights to support branch level decision-making.
Overview
12
12
years of professional experience
Work History
Prime Banking Relationship Manager
Access Bank Zambia
12.2024 - Current
- Managing a premium client portfolio by offering personalized banking services, financial advice, and tailored products to high-net worth individuals.
- Conducting courtesy calls, financial reviews, and customer visits to strengthen relationships and deepen client engagement.
- Ensuring client onboarding is completed within acceptable turnaround times (TAT), maintaining a strong service culture.
- Resolving customer queries and complaints promptly, ensuring service recovery and customer satisfaction.
- Formulating and implementing strategies to acquire new clients and expand wallet share from existing ones.
- Driving deposit mobilization and generating quality risk assets (credit facilities) to meet revenue targets.
- Recruiting, training, and supervising direct sales agents, ensuring consistent lead generation and conversion.
- Staying abreast of market trends and identifying opportunities to introduce new offerings or cross-sell products.
- Enforcing compliance with KYC, AML, and regulatory policies to mitigate reputational and operational risk.
- Ensuring accurate documentation, adherence to internal controls, and full audit readiness within the team.
- Supporting internal and external audit exercises, addressing gaps and ensuring a strong compliance environment.
- Maintaining a 95% audit rating by ensuring consistent application of bank policies and procedures.
- Leading and coaching a team of relationship officers and sales agents to achieve collective and individual KPIs.
- Conducting performance reviews and implementing development plans to strengthen team capabilities.
- Monitoring and managing staff productivity and ensuring optimal staffing for relationship management activities.
- Preparing and submitting timely call reports, performance summaries, and business updates to the Branch Manager and Regional Heads.
- Collaborating with internal stakeholders including credit, operations, and treasury to ensure a seamless customer journey.
- Participating in strategy review meetings, providing insights on client feedback, portfolio performance, and market intelligence.
- Reviewing and improving internal processes to enhance efficiency, customer satisfaction, and operational control.
- Monitoring transactional behavior and account activity to detect irregularities and safeguard client accounts.
- Ensuring alignment with standardized global processes and driving continuous improvement initiatives.
- Identifying and offering suitable financial products or services, such as loans or credit facilities, to clients.
- Conducting thorough credit assessments to evaluate clients' credit worthiness and manage risk.
- Managing and monitoring client portfolios to ensure they align with their financial goals and risk tolerance.
- Conducting needs analyses to understand clients' financial goals, risk tolerance, and requirements.
- Developing tailored solutions to meet clients' needs, including risk management strategies.
- Building relationship trust and rapport with clients to foster long-term relationships.
- Take ownership of the Profit and loss of the portfolio as well as the entire branch.
Assistant Branch Service Manager
Access Bank Zambia
05.2024 - 12.2024
- Spearheading initiatives to deliver high-quality, customer-centric service, ensuring satisfaction and client retention.
- Handling escalated customer complaints and coordinating quick resolutions to reinforce brand trust.
- Implementing customer feedback mechanisms and after-sale services to continually improve service delivery.
- Ensuring that service across all touch points reflected the Access Bank brand promise and values.
- Managing daily branch operations including account opening, cash balancing, vault management, and ATM availability (maintaining 99% uptime).
- Conducting periodic snap checks and audits to ensure compliance with internal controls and regulatory requirements.
- Maintaining proper documentation and records to support internal and external audit readiness.
- Supervising day-to-day branch activities, including cash management, customer service, compliance, and security procedures.
- Ensuring operational efficiency, adherence to regulatory standards, and delivery of high-quality client services.
- Coordinating with various departments to maintain smooth internal workflows and process adherence.
- Assisting in staff training, performance evaluation, and workflow delegation to enhance productivity and customer experience.
- Developing and implementing supply chain strategies to optimize efficiency, reduce operational costs, and improve service delivery.
- Managing end-to-end relationships with vendors and suppliers; negotiating contracts, monitoring SLAs, and evaluating supplier performance to ensure value and reliability.
- Collaborating with procurement, finance, and operations teams to ensure alignment between supply chain goals and business needs.
- Ensuring supply chain operations comply with legal, regulatory, and internal policies, including security protocols and risk controls.
- Overseeing logistics operations including transportation, warehousing, and distribution of banking materials, technology assets, and facility resources.
- Developing and executing logistics plans to ensure on-time, cost-effective delivery to branch locations and business units.
- Monitoring inventory levels for office supplies, banking materials, and IT equipment to avoid stockouts and overstocking.
- Ensuring accurate inventory records using automated tools and manual audits.
- Coordinating timely restocking and delivery to ensure continuous operational readiness and uninterrupted service.
- Analyzing supply chain and logistics data to identify inefficiencies, reduce waste, and drive operational improvements.
- Implementing risk management strategies to anticipate and mitigate supply chain disruptions.
- Promoting and applying sustainable procurement practices, sourcing environmentally friendly products and minimizing carbon footprint.
- Leading continuous improvement initiatives by leveraging data analytics to optimize inventory turnover, vendor performance, and logistics workflows.
- Developing procurement plans aligned with demand forecasting and service delivery standards.
- Maintaining strict adherence to internal policies, external regulations, and audit requirements.
- Ensuring security measures are enforced throughout supply chain and logistics operations to minimize operational and reputational risk.
- Overseeing closure of all audit and risk issues, ensuring documentation of remedial actions and accountability.
Branch Operations Officer
Access Bank Zambia
08.2016 - 05.2024
- Overseeing day to day branch activities including cash management, customer service and branch operations management.
- Ensuring accurate and timely execution of transactions, adherence to internal controls, and compliance with banking procedures.
- Maintaining proper documentation and reporting protocols to support internal and external audits.
- Managing customer interactions and resolving service complaints to ensure high levels of satisfaction and retention.
- Ensuring efficient service delivery across all service points, consistently upholding service quality standards.
- Conducting follow-ups with clients to ensure satisfaction with banking products and services.
- Representing the bank's values through professional service and responsive communication.
- Monitoring all operations for compliance with KYC, AML, and regulatory requirements.
- Closing audit and risk issues in coordination with compliance and audit teams, ensuring zero repeat findings.
- Tracking suspicious activities and ensuring appropriate escalation and documentation in line with policy.
- Maintaining up to date awareness of regulatory updates and internal procedural changes.
- Supervising and supporting teller staff, customer service officers, and back office personnel.
- Delegating operational goals and monitoring team performance against service and compliance KPIs.
- Conducting training and coaching sessions to build team capability and ensure alignment with operational goals.
- Managing staff rosters, leave plans, and ensuring optimal staffing for uninterrupted service.
- Overseeing cash handling procedures, vault balancing, and ATM replenishment to maintain 99% uptime.
- Ensuring cash reconciliation and documentation accuracy to prevent losses and irregularities.
- Preparing daily, weekly, and monthly operational reports for branch leadership and head office.
- Conducting operational risk assessments and implementing action plans to mitigate exposure.
Cash/ATM Custodian
Finance Bank Zambia
08.2014 - 08.2016
Sales Engineer
Aqua Africa Limited Pump Solutions Zambia
05.2014 - 08.2014
Intern Sales Engineer
09.2013 - 02.2014
Intern - WASH Department
SNV Zambia
05.2013 - 08.2013
Education
Master of Business Administration - Strategic Management
Master of Science - Operations and Supply Chain Management
Bachelor of Commerce - Economics
Diploma - Agriculture Engineering
Skills
- Strategic Formulation & Execution
- Operations Management & Optimization
- Supply Chain & Logistics Management
- People Leadership & Staff Development
- Business Planning & KPI Alignment
- Process Development & Continuous Improvement
- Customer relationship management
- Regulatory Compliance & Risk Governance
- Complex Problem Solving & Decision Making
- Client onboarding
- Financial acumen
- Risk asset generation
- Sales strategies
- Effective communication
- Credit assessment
Websites
Accomplishments
- Boosted Operational Efficiency - Increased efficiency by 25% within 12 months by designing and implementing streamlined processes, leading to substantial cost savings and improved resource allocation., 12/2024
- Exceeded Performance Targets - Conducted data-driven trend analysis and corrective planning, achieving 95% of performance targets within six months and contributing to a 15% improvement in customer satisfaction., 06/2024
- Led Cross-Functional Service Delivery - Orchestrated collaboration across departments to improve service execution, resulting in a 98% customer satisfaction rate and a 20% increase in repeat business., 12/2024
- Delivered Cost and Productivity Gains - Introduced targeted process improvements that reduced operational costs by 18% and increased productivity by 22% over a 12-month period., 12/2024
- Strengthened Audit & Compliance Performance - Achieved a 95% audit compliance rating in 2023 by reinforcing internal controls and ensuring strict adherence to regulatory and organizational policies, effectively reducing operational risk., 12/2023
References
- Annie Cheeba, Regional Branch Manager, Access Bank Zambia, +260 977438033, Annie.Cheeba@Accessbankplc.com
- Sampa Samona, Former Branch Operations Manager, Atlas Mara Zambia, +260 966946422, ssamona@gmail.com
- Ruweji C Kambanja, Former Branch Operations Manager, Atlas Mara Zambia, +260 977 573 870, rchinanta@gmail.com
Languages
English
Upper Intermediate
B2
Timeline
Prime Banking Relationship Manager
Access Bank Zambia
12.2024 - Current
Assistant Branch Service Manager
Access Bank Zambia
05.2024 - 12.2024
Branch Operations Officer
Access Bank Zambia
08.2016 - 05.2024
Cash/ATM Custodian
Finance Bank Zambia
08.2014 - 08.2016
Sales Engineer
Aqua Africa Limited Pump Solutions Zambia
05.2014 - 08.2014
Intern Sales Engineer
09.2013 - 02.2014
Intern - WASH Department
SNV Zambia
05.2013 - 08.2013