Shadreck Bisiwasi Liyanda
Lusaka
Summary
A meticulous individual with 6 plus years of experience in guiding and leading multi-disciplinary teams, bank operations, project management and customer service, possessing a bachelor of social work with economics.
Overview
11
11
years of professional experience
Work History
Internal Control Officer
United Bank of Africa
06.2022 - Current
- Ensure strict adherence to statutory policies, procedures and regulatory compliance on work process and daily operations
- Assist business offices on compliance and regulatory issues and provide counseling whenever it is required
- Improve control and compliance awareness culture in the business offices
- Ensure the KYC compliant environment is maintained
- Ensuring integrity of the business office transactions in the country
- Monitor and ensure that open items in the GL accounts are current and reflect the true nature of the products recorded therein
- Ensure prompt and qualitative rendition of relevant returns and reports as may be required
- Ensure all escalated audit exceptions open in the business office are properly closed
- Ensure prompt and qualitative rendition of relevant control and compliance reports
Customer Service Manager
United Bank of Africa
09.2020 - 06.2022
- Overall supervision of the entire branch operation and customer service
- Plan, co-ordinate and control the activities of the customer service and other branch staff
- Develop and implement customer service policies, procedures and standards
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review and resolve customer complaints, and Identify and implement strategies for improving customer experience
- Identify and address staff development and training needs
- Ensure effective and efficient implementation of bank wide policies with respect to branch operations
- Supervise activities of operations and other support staff to ensure exceptional customer experience
- Ensure availability of adequate resources for smooth and efficient service delivery at the branch, and ensure proper documentation for all transactions and authorize all transactions within approval limits
- Ensure that branch ATMs and others service channels are functional at all times
- Ensure effective and efficient cash management in line with defined limits
- Ensure branch GL accounts are proofed daily, weekly and monthly (as applicable) and aging items are promptly resolved
- Maintain strong controls in all aspects on branch operation and ensure zero Fraud and zero regulatory infraction in branch operation
- Attend to customer's feedback and promptly resolve customer related inquiries, requests and complaints
Project Coordinator
The University of Zambia
01.2015 - 01.2016
- To organize income generating activities for the association
- To coordinate programs between the association and the University of Zambia Social work department as well as outside organizations
- Organize visits and donations to children's homes
- Organize social outings for members
Cash Officer
United Bank of Africa
01.2014 - 01.2015
- Provide maintenance service for ATM at the Branch and sitting in as relief for Branch manager when they are on leave or out of the office
- Supervise Tellers, Funds transfer Officer and Customer Service Officers
- Maintain necessary ATM reports (ATM certificates and journal rolls) and Generate reports for daily, weekly, monthly and yearly audits and assist the manager in reconciliation of statements
- Performed all other duties and present reports during weekly and monthly meetings
- Overseeing the balancing of teller tills and vault management (cash transfer to and from vault, teller tills and ATM)
- Updating all cash registers and ensure that customers are attended to within turnaround time during posting of transactions
- Daily auditing of vouchers processed by the tellers and Ensure good service delivery at all teller cash points
Intern
Child Fund Zambia
01.2014 - 01.2015
- To identify children in need in the community
- To investigate the eligibility of the children to be put on the sponsorship program
- To organize and facilitate community meetings
- To help draw up a road map for income generating activities for the community
- To compile weekly progress reports to present to the branch leader
Education
Bachelor of Social Work - Economics
The University of Zambia
Lusaka, Zambia01.2015
General Certificate of Education -
Lusaka High School
01.2009
Master of Science - Operations, Projects And Supply Chain Management
The University of Zambia
Lusaka, Zambia05-2024
Skills
- Team player
- Rapid learner
- Interpersonal skills
- Communication skills
- Service focused
- Result oriented
- Multitasking skills
- Prioritization skills
- Report writing
- Presentation skills
- Computer skills
- Analytical skills
- Problem solving skills
- Compliance monitoring
- Compliance procedures proficiency
- Risk mitigation
Personal Information
- Date of Birth: 11/11/1991
- Gender: male
- Nationality: Zambian
- Marital Status: Married
- NRC: 304997/17/1
References
- Valerie Situmbeko, Branch Operations Manager, United Bank of Africa (UBA), Lusaka, Zambia, +260 967 047 95, Valerie.situmbeko@ubagroup.com
- Mr. Mayondi Mapesho, Relationships Manager, Bank ABC, +260 976 058 460, mmayondi@bankabc.com
- Mr. O'brien Chombolola, Weir Minerals Central Africa Limited, P.O Box 22865, Kitwe, Zambia, +260 977 770 764, o.chombolola@weirminerals.com
Timeline
Internal Control Officer
United Bank of Africa
06.2022 - Current
Customer Service Manager
United Bank of Africa
09.2020 - 06.2022
Project Coordinator
The University of Zambia
01.2015 - 01.2016
Cash Officer
United Bank of Africa
01.2014 - 01.2015
Intern
Child Fund Zambia
01.2014 - 01.2015
General Certificate of Education -
Lusaka High School
Bachelor of Social Work - Economics
The University of Zambia
Master of Science - Operations, Projects And Supply Chain Management
The University of Zambia
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