Rita Nachali
Lusaka,Zambia
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
16
16
years of professional experience
Work History
Digital Operations Team Leader
Absa
Lusaka , Zambia
07.2023 - Current
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Reviewed completed work to verify consistency, quality and conformance
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Daily and monthly reconciliation of National financial switch Atm Acquiring/Issuing transactions.
- Daily and monthly reconciliation of National financial switch Emoney -bank to wallet and wallet to bank transactions.
- Daily approval of settlements of National financial switch ATM and Emoney transactions to Central Bank and other financial institutions
- Daily reporting of Electronic balance of payments to the Central Bank for all Visa card transactions.
- Charge back issuance on disputed point of sale and Atm visa failed transactions.
- Review,approval and monitoring of atm visa/master card settlements.
Credit Approver
Absa Bank
Lusaka, Zambia
09.2019 - 06.2023
- Reviewed, evaluated and approved requests for credit such as personal loans,home loans.cash covered overdrafts and credit cards according to established guidelines.
- Managed a team of loan officers responsible for approving and assessing of credit applications.
- Performed risk assessment analysis on potential customers on credit requests.
- Conducted quality assurance reviews on all approved loans and other debt instruments.
- Managed external and internal audits
- Generated daily and monthly updates on credit approvals.
- Performed monthly reconciliation on all internal suspense accounts.
Credit Risk Analyst
Absa Bank
Lusaka , Zambia
04.2019 - 06.2023
- Validation of invoices for new and existing scheme loan companies.
- Approved scheme loan payments from various scheme Companies.
- Developed models for assessing current and prospective customer creditworthiness.
- Analyzed historical credit trends to identify areas of risk exposure.
- Maintained accurate records of customer loan accounts and performed reconciliations for scheme loan payments.
- Investigated customer complaints regarding billing discrepancies or other issues related to credit risk management.
- Conducted retail lending training to retail branches and other stakeholders
- Reviewed internal processes related to credit risk management and recommended improvements where necessary.
- Maintained accurate records of assessments in accordance with organisational procedures.
- Monitored the performance of existing loans, lines of credit, and other debt instruments.
- Responded promptly to inquiries from external regulators regarding compliance matters pertaining to credit risk management.
- Identified opportunities for improving customer experience while also reducing bad debt write-offs.
Retail Underwriter
Absa Bank
Lusaka, Zambia
05.2019 - 12.2019
- Reviewed and evaluated loan applications to assess creditworthiness, risk and eligibility for approval.
- Analyzed financial information including income, assets, liabilities and credit history of applicants.
- Verified accuracy of documentation such as income statements, tax returns, bank statements and other related documents.
- Resolved discrepancies between customer documentation and internal records.
- Assessed potential risks associated with each transaction prior to approving loans.
- Recommended adjustments to loan terms or conditions based on individual circumstances.
- Analyzed risk and adhered to underwriting standards to drive risk selection and profitability.
- Inspected financial statements, credit information and title data to complete underwriting process.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Underwrote renewals by reviewing premium history, claims history and company financial condition to determine action.
- Utilized underwriter authority to correspond with corporate risk appetite and strategy.
Branch Manager
Chirundu Barclays Bank
Chirundu, Zambia
07.2015 - 03.2019
- Managed budgets and allocated funds appropriately.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Analyzed data to identify trends related to products, services, customers and markets served by the branch.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Established strong working relationships with external partners such as vendors and suppliers.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
- Ensured compliance with established policies, procedures and regulations governing banking operations.
- Participated in community events to promote brand awareness.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Performed regular audits of financial records in order to ensure accuracy.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
Barclays Livingstone Prestige Operations Manager
Livingstone Barclays Bank
Livingstone , Zambia
03.2014 - 06.2015
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
Branch Manager
Monze Barclays Bank
Monze, Zambia
01.2012 - 02.2014
- Provided training, coaching, development and motivation to branch personnel.
- Developed service strategies to increase customer satisfaction and loyalty.
- Monitored financial performance of the branch on a daily,weekly and monthly basis.
- Managed staff scheduling, hiring and training processes.
- Supported outside sales force in servicing and obtaining new business.
- Established and built customer relationships through targeted outreach and initiatives.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Built financial models to allocate resources, forecast cash and investment needs and make capital budgeting decisions.
Retail Support
Chipata Barclays Bank
Chipata, Zambia
10.2008 - 12.2011
- Processed all customers’ instructions through direct debit and credit and back office system (cheques, salaries and internal entries)
- Processed customer Loans and Personal accounts
- Reconciled all office accounts as per bank procedure
- Balanced and monitored all transactions in the profit and loss books for retail and operations departments within the branch
- Physically and electronically authorized cashier’s transactions, telegraphic transfers and internal entries within the set limits
- Conducted of Interbank/branch clearing of local bank cheques for Eastern Barclays branches at the Zambia Electronic Clearing House
- Payment of branch bills
- Resolved branch complaints
- Prepared managers cheques, drafts (GBP, USD) and foreign cheques (BNS) for posting and send off to International services in Lusaka
- Performed System administration duties, printing of branch system reports.
Zambia Union of Financial Allied Workers Secretary
Zufiaw
Chipata, Zambia
01.2011 - 11.2011
- Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls for Union members and leaders.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications on behalf of the Secretariat.
Lead Generator
Jesmodine Sales Centre
, Zambia
04.2008 - 09.2008
- Cross selling of Barclays retail products (loans and accounts) to existing and non-existing customers through presentations at various fora at varying institutions both private and government.
- Established relationships with prospects by following up on leads in a timely manner.
- Tracked performance metrics such as call volume, conversion rate.
- Cultivated lucrative relationships with customers by using active listening, strong communication and exemplary issue resolution skills.
Education
Bachelor of Arts - Education
University of Zambia
Lusaka 01-2008
Skills
- I am proficient in MS Word, Excel, Front as well as Back office bank systems
- Teaching
- Risk Assessment
- Relationship Management
- Financial Analysis
- Credit assessment
- Retail banking
- Leadership
- Oral and written communication
- Team management
Other Roles
Bank of Zambia Subchest Custodian
Chipata Barclays Bank 2009 - 2012
Atm and Vault Custodian Chipata Barclays Bank 2009 - 2012
Accomplishments
- I was responsible for the effective management of investment accounts (fixed deposits) and ensured a 45% growth in this segment in 2013 at Barclays Monze Branch
- I directed the Barclays Monze branch deposit mobilisation exercise which saw us increase our liability base from a previous k 1.6 million in 2012 to k 3 million in 2013.
- Growth of interest income from loans from a mere k 2.2 million in 2012 to a K 5.5 million as at 31st December 2013 at Barclays Monze Branch.
- Effectively managed the liquidity needs of the branch by keeping the cash levels within the stipulated limits 100%
- I had successfully grown Barclays Monze branch asset base and Liability by over 1050% in my first year and made a net profit of K 2.8 million.
- Attainment of a Green Audit conducted by Barclays External Auditors in 2012 and 2015 at Chirundu Barclays Branch.
- Awarded with outstanding Innovator Certificate in the first Quarter of 2021 at Absa Bank Zambia.
- Awarded with Excellence Award for outstanding performance in the first Quarter of 2022 at Absa Bank.
- Successfully spearheaded the Absa retail loan processing training and migration from Operations to Retail in February 2023 which resulted in an increase in the Asset Portfolio.
- 2008, Bachelor of Arts Degree with Education, The University of Zambia (BA.ED), Lusaka
- 2003, M s Word & Excel, The Zambia Academy for Management & Accountancy Studies Limited (ZAMAC), Lusaka
- 1998-2002, GCE O level Certificate, Arakan High School
Nrc
896776/11/1
Current Role
Digital Operations Team Leader
Accreditations
- Anti-Money Laundering and Suspicious Transaction Monitoring Training
- Complaint Management and Treating Customers Fairly (TCF) Training
- Branch Operations Training
- Know Your Customer and Customer Service Training
- Financial Sanctions, and Anti Bribery and Corruption Policy Trainings
- Emerging Leadership/ Branch Managers Training
- Product Knowledge Training
- Book-Keeping and Reconciliation Training
- Direct Selling Techniques Training
- Business Continuity Management Training (BCM Coordinator)
- General/Foreign Cashiering Training
- Account Owners Training
- Branch Security Point of Contact Training
- Information and Risk Management /Records Management Training and Champion
- Snap checks /Risk Control Assessment Training
- Operations Health and Safety Officer (fire Marshal.Evacuation Leader and First Aider)
- Credit Analyst and Assessment Officer
- Retail Lending Training
- Branch Manager Toolkit Training
Personal Information
- Date of Birth: 11/28/83
- Gender: Female
- Nationality: Zambian
- Marital Status: Single
- Religion: Christianity
References
- Daniel Zulu Absa - Human Resources Business Partner contact +260 955 426 650
- Arnold Mwandama - Absa Mukuba Premier Relationship Manager Contact +260 979 315 620
- Joel Pandawa - Absa Petauke Branch Manager Contact +260 977 849 310
- Faides Daka Chipata Barclays Manager +260 965 455 520
Hobbies and Interests
- Travelling
- Reading
- Entrepreneurship
- Listening to Music
- Cooking/baking
Languages
English
Advanced
C1
Timeline
Digital Operations Team Leader
Absa
07.2023 - Current
Credit Approver
Absa Bank
09.2019 - 06.2023
Retail Underwriter
Absa Bank
05.2019 - 12.2019
Credit Risk Analyst
Absa Bank
04.2019 - 06.2023
Branch Manager
Chirundu Barclays Bank
07.2015 - 03.2019
Barclays Livingstone Prestige Operations Manager
Livingstone Barclays Bank
03.2014 - 06.2015
Branch Manager
Monze Barclays Bank
01.2012 - 02.2014
Zambia Union of Financial Allied Workers Secretary
Zufiaw
01.2011 - 11.2011
Retail Support
Chipata Barclays Bank
10.2008 - 12.2011
Lead Generator
Jesmodine Sales Centre
04.2008 - 09.2008
Bachelor of Arts - Education
University of Zambia
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