Stephen Banda
Banker
Ndola
Summary
To work to the best of ones ability and ensure quality work is delivered at all times.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Commercial Operations Officer
Kafubu Water & Sanitation Company Ltd
Ndola, Copperbelt
2 2019 - Current
- Ensuring proper planning and execution of works in order to achieve set goals.
- Collaborating on operational support tasks to achieve a common goal.
- Drive team engagement to achieve aggressive company targets.
- Assist in recruiting, hiring, and training of team members.
- Ensure timely visitation of commercial customers to maximize revenue collection.
- Maximizing revenue collection by implementing efficient debt management strategies.
- Taking advantage of new business opportunities for expansion of customer base.
- Overseeing customer account maintenance and transaction activities.
- Providing quality customer care service
- Marketing company products and services.
- Effectively manage stakeholder relationships in the region.
- Liaising with other departments on matters relating to efficient service delivery.
- Promoting the company's succession plan by training and developing subordinates.
- Managing cross-functional teams for the successful completion of projects within budget and timeline constraints.
- Liaising between departments, including HR, IT, Engineering and Finance, ensuring smooth communication and collaboration.
- Optimizing business processes to foster operational efficiency.
- Mentoring junior team members, fostering professional development and enhancing overall team performance.
- Improving customer satisfaction rates by addressing concerns promptly and efficiently through timely resolution of issues.
- Assist with proactive client outreach initiatives and documented client correspondence in the system.
Social Cash Transfer Officer
Zambia Postal Services Corporation
Ndola, Copperbelt
06.2017 - 01.2019
- Travelling to assigned areas of the country (Luapula, Muchinga, Northern, North-Western and Western Provinces) to be in touch with the social cash transfer beneficiaries
- Disbursing cash to the right beneficiaries
- Balancing off the monies that have been assigned to the specified pay points
- Terminating on the system the payments that were made in the various pay points so that the cash on the system balances with the physical cash
- Ensuring that all schedules have been signed off correctly and all work has been done neatly to avoid losses on the part of the corporation
- Report to the Post Master of any changes regarding beneficiaries’ details
- Be willing to travel a lot to various parts of the country as most beneficiaries leave in rural areas of the country
- Ensuring that all beneficiaries complaints are reported to the corporation to avoid beneficiaries walking long distances to the urban areas and have a complaint reported.
Counter Support Coordinator
First National Bank
Ndola, Copperbelt
11.2013 - 10.2014
- Managing cost
- Budget forecasting for departments
- Growing customer portfolios by cross selling
- Executing activities within risk and compliance requirements
- Ensuring treasury is controlled correctly
- Coaching tellers to achieve competence against all key results areas required
- Holding team members accountable through performance management.
Relationship Banker - Credit
First National Bank
Ndola, Copperbelt
09.2013 - 10.2014
- Asset and liability growth
- Building and maintaining, enduring and rewarding relationships with customers
- Managing credit risk in line with compliance requirements
- Loan processing, selling all loan products offered by the bank, helping and advising customers when completing loan applications
- Daily management of excesses
- Helping customers decide which accounts and investments might yield maximum benefits
- Provide personalized customer service
- Account opening
- Achievement of customer expectations.
Service Advisor/ Vault Custodian
First National Bank
Ndola, Copperbelt
11.2014 - 06.2017
- Leads generation
- Implementation and maintenance of branch service plan, standards and service targets
- Complaints management and service recovery
- Dynamic queue management
- Adherence to service standards
- Coaching frontline staff to provide the appropriate experience to customers
- Assessing customers’ needs and facilitating the resolution thereof
- Physical appearance of branch image (inside and outside)
- Channel migration
- Campaign management
- Marketing material stock control.
Teller/ Internal Sales Consultant
First National Bank
Ndola, Copperbelt
01.2012 - 08.2013
- Identifying and utilizing opportunities to increase market share
- Applying product knowledge to achieve sales results & leads generation
- Growing existing customer portfolios by cross selling
- Providing customers with solutions and alternatives to satisfy their needs and wants, providing customers with information required to make informed decisions
- Helping customers understand how best to use the bought solutions & ensure customers are served promptly & efficiently
- Cash management, deposit taking and processing of withdrawals.
Education
Bachelor of Science - Banking & Finance
The Copperbelt University
Kitwe 01.2007 - 01.2010
Senior Secondary School -
Masala Secondary School
Ndola 01.2003 - 01.2005
Junior Secondary School -
Masala Secondary School
Ndola 01.2001 - 01.2002
Skills
Good written, oral communication and interpersonal skills
Excellent analytical and numerical skills
Proficiency in MS Office packages including Word, Excel and PowerPoint
Operational Efficiency
Operations Management
Team Leadership
Operational Excellence
Process Improvements
Delegation
Trainingandskills
- Passion in action (customer service)
- First line management
- Principles of credit
- Legal aspects of credit
- Financial risk analysis
- Royal customer service
- Finding the leader in me
References
- Ms. Annie C Mulenga, Director Commercial Services, Kafubu Water & Sanitation Company Ltd, +260 977 857463
- Mr. Milton Musukula, Commercial Services Manager, Kafubu Water & Sanitation Company Ltd, +260 977 454335
- Mr. Emmanuel Kapumpa, Cash Centre Manager, First National Bank, +260 965 114777, EKapumpa@fnbzambia.co.zm
Languages
Nyanja
Native language
Bemba
Proficient
C2
Playing footbal
I am a member of the Kafubu Water Futsal team.
Timeline
Social Cash Transfer Officer
Zambia Postal Services Corporation
06.2017 - 01.2019
Service Advisor/ Vault Custodian
First National Bank
11.2014 - 06.2017
Counter Support Coordinator
First National Bank
11.2013 - 10.2014
Relationship Banker - Credit
First National Bank
09.2013 - 10.2014
Teller/ Internal Sales Consultant
First National Bank
01.2012 - 08.2013
Bachelor of Science - Banking & Finance
The Copperbelt University
01.2007 - 01.2010
Senior Secondary School -
Masala Secondary School
01.2003 - 01.2005
Junior Secondary School -
Masala Secondary School
01.2001 - 01.2002
Commercial Operations Officer
Kafubu Water & Sanitation Company Ltd
2 2019 - Current
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