Stephen Munsanje
Lusaka
Summary
Highly motivated and results-driven professional with a strong background in Banking and insurance industry. Demonstrated expertise in Banking Operations, Sales (Business Development), Relationship management, Reconciliation, Bank/ product analysis, Credit Analysis, Compliance and Customer Service. Committed to delivering exceptional customer service, operation efficiency, business development through a combination of my 15 years in the financial sector. Excellent communication and interpersonal skills for effective collaboration with diverse teams and stakeholders. Strategic thinker with a keen eye for detail, consistently seeking opportunities for process improvement and driving organizational success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
BRANCH MANAGER
Access Bank Zambia Limited
11.2024 - Current
- Strategy formulation and alignment: Approved branch strategy aligned to country Retail banking strategy, Achievement of sales targets (loans, salary advance, deposits and account opened), achievement of customer service targets
- Participate in developing strategy for the in-country branches in alignment with country Retail Banking and overall country strategy
- Work closely with country branch management to cascade strategy into objectives and plans for specific segments, products and branches, adjusting the strategy to the needs of different locations
- Translate branch strategy into targets per Relationship Officer
- Share strategy with Head of Retail Banking for approval
- Communicate and monitor strategy implementation and adjust in line with market trends and movements
- Business development, sales and customer relationship management: This includes achievements of sales objectives, clients acquisition, retention and cross selling, profitability and growth of income per client, raised visibility of the banks brand
- Research and identify priority focus areas aligned to the Retail Banking strategy
- Create, implement and monitor sales plans
- Hold daily sales meetings
- Follow-up to track scheduling of appointments with customers
- Maintain oversight of call reports generated per customer summarising customer discussions and outcomes
- Create, communicate, implement and monitor sales strategies for walk-in customers and ensure they are directed to the correct product and service areas
- Daily operational management: No procedural or regulatory breaches, prompt resolution of escalated issues, satisfactory audits, Resolution of audit findinngs within agreed deadlines
- Provide ongoing leadership and operational support to the team
- Maintain close oversight of the branch’s compliance to policies, procedures, bank and regulatory requirements (via Team Leaders) and perform random checks to confirm this
- Manage operational controls
- Authorise transactions above specified limits
- Resolve escalated operational issues
- Manage risk and audit issues
- Sign monthly operational and compliance reports verifying that operational and compliance checks have been done
- Prepare/ review and submit scheduled operational, credit and risk reports for Head Office
- Financial management: Target achievement against budget and sales plan: Customer numbers, Loans and deposits, Assets and liabilities, Non-performing loans, Profitability per segment, Interest income, Service quality, Cross-selling ratios of 1:4, Increased market penetration, Loan book quality, Customer satisfaction
- Provide leadership and ongoing guidance to the team to assist them to achieve budgeted revenue and sales targets
- Monitor recovery of charges and fees
- Monitor delivery of cash to and from the branch
- Approve loans by verifying customers’ credit worthiness via ITC and CRB checks
- Scrutinise all branch reports and branch MIS
- Adapt sales plans and budgets in line with branch performance
- Maintain a robust control environment and ensure risk is avoided by all means
- Investigate / escalate suspicious activity
- Identify and implement cost savings and other financial efficiencies where appropriate
- Risk and compliance management: Proactive identification and mitigation of risks where possible, No regulatory breaches, Prompt resolution of escalated issues, Satisfactory audits, Resolution of audit findings within agreed deadlines
- Ensure branch compliance with internal policies and procedures at all times
- Stay abreast of upcoming regulatory changes to be able to minimise the impact thereof
- Ensure prompt remediation of risk, internal audit and external audit findings
- Provide support and assistance to internal and external auditors of where required
- Proactively keep the ED Retail Banking and other key stakeholders informed of all pertinent performance and risk management issues
- Internal and external stakeholder relationship management: Stakeholder satisfaction, Client, acquisition, retention and cross-selling, Productive working relationships that facilitate the achievement of Retail Banking’s strategic objectives, Aligned client approach, Value-adding participation and decision-making in internal and external forums and committees
- Relationships, displaying excellent abilities to listen, direct, advise, influence and negotiate at all levels
- Liaise with support departments to ensure retail banking needs are met within agreed SLA’s and to manage and resolve issues as they arise
- Liaise with Human Capital on branch staff issues and to recruit new staff
- Use influence with internal and external stakeholders to seek approval for specific activities
- Actively develop customer contacts for retail banking within the community
- Build relationships with group and industry counterparts, including external peers at other banks, to share knowledge and lessons learnt and leverage opportunities
- Participate in local industry and other external forums to stay abreast of opportunities, professional developments and external best practice
- Team leadership, management and mentoring: Productivity benchmarks, are met (as per role profiles for direct reports), Team is motivated with high morale, Effective management of development and career path plans, Effective performance management
- Demonstrate pride in Access Banks brand and values
- Handle stress in ways that do not negatively impact others
- Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames and according to quality standards
- Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices
- Continually share, debate and communicate learnings
- Flag and debate issues constructively
- Promote a co-operative climate in working with others to achieve shared goals
- Display skill at mentoring/coaching others and resolving conflict
- Effective teamwork, self-management and alignment with group values: Responsibilities fulfilled timeously, Stakeholder satisfaction, Champions positive working environment and productive team, Stays current in area of expertise and industry
- Handle stress in ways that do not negatively impact others
- Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames and according to quality standards
- Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices
- Continually share, debate and communicate learnings
- Flag and debate issues constructively
- Promote a co-operative climate in working with others to achieve shared goals
- Display skill at mentoring/coaching others and resolving conflict
Tutor
Centre for Business and Financial Studies
06.2018 - Current
- Center for Business and Financial Studies, Lectures courses which includes: Financial reporting, Investment Analysis, Financial Management (corporate finance), Business Statistics, Financial Mathematics, International trade, Economics, marketing, Banking Operations and Practice and managerial economics.
BRANCH SERVICE MANAGER
ACCESS BANK
06.2021 - 11.2024
- Ensure compliance with the Anti-Money Laundering Act and Know Your Customer (KYC) policy and compliance with all Bank policies, procedures and regulations as well as compliance with all statutory bodies and requirements
- Direct all operational aspects including distribution operations, customer service, human resources, administration and sales
- Bring out the best of branch’s personnel by providing training, coaching, development and motivation
- Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities
- Formulating and implementing marketing strategies to attain the set deposit growth and profitability targets
- Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities and needs
- Address customer and employee satisfaction issues promptly
- Adhere to high ethical standards, and comply with all regulations/applicable laws
- Ensure full compliance with handling keys and access code at all times to avoid any lapses
- Plan and manage the customer experience for the branch
- Manage all Branch customer transactions as well as maintain business relationships through frequent interactions with customers as well as approve customer and bank transactions within authority limits
- Conducts regular checks on service delivery by maintaining agreed Turn-Around-Time service standards to achieve customer satisfaction to maintain performance standards
- Perform pre-audits to identify & mitigate operational risks and ensure ongoing adherence to compliance policies and procedures
- Maintain knowledge of all bank products and services and assist to resolve customer queries
- Mentor and train branch staff to improve productivity and overall efficiency of the team
- Ensure that branch daily, weekly and monthly sales and operations reports are submitted on time.
Risk and Compliance Analyst
Sanlam Zambia Limited
01.2020 - 10.2020
- Reviewing of customer claim queries to ensure correctness of the payments
- Auditing and reporting on the organization’s compliance
- Identifying, analyzing, and resolving compliance issues
- Communicating across stakeholders/departments to ensure alignment of organization goals
- Developing procedures and workflows to meet compliance documentation standards
- Creating and executing any employee training documents or sessions
- Analyze data to better understand potential risks, concerns and outcomes of decisions
- Aggregate data from multiple sources to provide a comprehensive assessment
- Help in systems and processes development for gathering and storing data for future analytic projects
- Identify economic and financial trends that may present a risk to the company
Treasury Operations Manager
First Capital Bank
04.2017 - 03.2018
- Treasury Operations Back Office JOB PURPOSE
- To provide support in the operational activities within the bank treasury for timely and efficient document processing and implementation of systems and procedures
- PRINCIPAL ACCOUNTABILITIES
- Supervision of the treasury back office functions
- Ensure full segregation of treasury back office functions Settlement and confirmation processing and control, plus query resolution
- Oversee the input and processing of treasury transactions into the main accounting system
- Coordination of statutory accounts from a treasury perspective
- Responsible for all treasury management reporting
- This includes monthly Treasury Reports for senior management
- Maintain, review and implement business risk controls
- Administration and development of the Treasury Management System, to improve efficiency, maintain control, and enable better visibility of treasury transactions
- Manage BOZ Weekly Selected assets and Liabilities returns
- Manage GRZ and Treasury bills reconciliation
- Preparation of Prudential’s returns report
- Preparations of Interbank and money market returns
- Monitoring Daily liquidity position and Foreign Exchange risk exposure Returns
- Nostro Accounts Reconciliations
- Verification of all outward Transfers (RTGS & SWIFT)
- Authorizing Intraday, Zechl collateral pledge, OLF with BOZ and reserves movements
- Payment Investigations, attending to Customer queries and advising on funds status
- Authorization of Securities (Treasury Bills and Govt
- Bonds), executing intra-day and overnight Lending with Central Bank via CSD, and Settlement Reserve Movements via ZIPSS- RTGS
- Preparing of monthly liquidity position report
Operations Manager
First Capital Bank
04.2016 - 03.2017
- Head Office
- Swift authorization (money market, fx deals, RTGS, Swift)
- Monitor daily operations to ensure a free flow process, and also supervise the execution of daily tasks
- Bank reconciliations (USD Main Accounts)
- Supervise operational staff in branches as well as central processing
- Ensure client data is protected from the public and secured against fraud by enforcing access rights and verification levels
- Collaborate with other unit heads to develop best practices for successful banking operations
- Ensure that foreign outward clearing, inward clearing and inward return timely delivered as per SLA
- Arrange for archiving of department records from time to time, in line with the approved policy
- To comply with the Operational Risk Unit guidelines for managing of Operation Risk
- Ensure Internal Control procedures are in place at the Branch and central processing department at all times
- Prepare and maintain all staff records for central processing Department such as appraisals
- Send Bank charges quarterly, weekly, monthly reports to central bank
- Manage all daily branch transactions and ensure that they are executed
Manager, Central Processing
First Capital Bank
04.2015 - 05.2016
- Supervising two line managers)
- Developing and enforcing service level agreement for the department and Branches in order to deliver quality service to our customers
- Supervising Operations Managers to ensure daily transactions and processes are met
- Delegate tasks to members of the operations team
- Undertake Performance Management responsibilities, agreeing with the individual targets and monitor the performance of individual member and the team
- Create a strong workforce by developing competent individuals in the banking operations team
- Develop, train all staff members in my department sharing specialist expertise and demonstrating leadership ensuring that they are fully aware of the Bank's products, procedures and practices to enhance the competency profile
- Direct Reports by periodic reviews providing them with factual feedback in order to foster a high Performance culture
- Reviewing of Monthly prudential reports for Senior Management and central Bank
- Preparation of Central Bank weekly and Quarterly Report
- Monitoring of work flow in the department and ensure efficiency among managers and the team members
- Draw up strategies on how to forester effective performance of the team and get the best output
- Develop and enforce sound policies and structures of the organization.
Branch Operations Manager
First Capital Bank
03.2014 - 04.2015
- Supervising entire operations of the branch and coordinating with various departments of the branch to ensure quality of customer service and smooth running of the branch
- Ensure proper flow of work, maintenance of records, responsible for the audit of the branch
- Assist Branch Manager to manage the Branch in furnishing all key reports to Boz/Head office
- Responsible for monitoring branch expenditure to ensure that economies are applied with the objective of containing expenditure within budgets
- Initiates staff appraisal ensures staff training and leave programmes are in place and duly observed
- Responsible for compliance with banks instruction, along with other departmental Heads, to ensure that good audit rating is obtained
- Overall set best standards of customer service, staff training, cross sales, adherence to systems and procedures and responsible for high quality audit rating
- Review GL balances to ensure that it corresponds with the subsidiaries and account of suspense nature such as, Suspense, Sundry, Rejection items, Account Receivables, Account Payables Acting Branch Manager-Back Up-Ndola Branch
- Principle duties:
- Supervising Branch Operations Staff
- Managing the tellers and authorizing of transactions
- Balancing Branch General Ledgers (GLs) including inter-branch accounts
- Preparing Monthly Service Review (MSR) Reports to Management
- Managing and Balancing the Vault cash and cash items and updating the Vault register
- Managing cash movements to and from Bank of Zambia and between branches
- Review GL balances to ensure that it corresponds with the subsidiaries and account of suspense nature such as, Suspense, Sundry, Rejection items, Account Receivables, Account Payables etc
- And follow-up for clearance / reconciliation on a daily basis
- Ensure Internal Control procedures are in place at the Branch at all times
Back office Teller
Access Bank (z) Ltd
06.2012 - 03.2014
- Principle Duties and Responsibilities:
- Preparing of daily and monthly General Ledger proof
- ATM Custodian
- Salary processing
- Processing Cheques awaiting clearing
- Prepare manager’s cheques and Bank draft
- ATM reconciliation
- Execute customer’s internal transfers
- Raising and passing commission entries
- Preparing of daily cash holding and cash movement reports
- Ensure that the branch has all stationery required for its operations (GRM)
- Sending cash holding to E-banking department
- Conduct periodic branch reviews as mandated and rules set up by head office
- Monitor compliance with KYC suitability and other rules respecting sales practices by reviewing applications and order forms for suitability and completeness, and reviewing other supporting documentation, identification
- Ensure that branch daily cash levels are met and report to head office
- Maintain current and extensive knowledge of the rules set by the branch and the bank as a whole
- Review tellers posted transactions on daily basis
- Ensuring accounting opening file documentation is complete before the account is opened
- Ensure Internal Control procedures are in place at the Branch
Customer Care Officer
Access Bank (z) Ltd
04.2011 - 06.2012
- Process opening and closing of customer accounts as required
- Process cheque book requisition requests
- Receive, evaluate and process all customer information requests
- Refer customer request beyond limit to appropriate authority
- Respond to customer information requirements promptly and efficiently
- Ensure the printing and mailing of account statements to customers as specified during accounts set up
- Ensure proper documentation/ posting of all transactions and authorization of transactions within approval limits
- Process customer request for drafts, funds transfer, and other operational requests
- Process all back-office entries for drafts, funds transfer and other operational requests
- Reconcile drafts account on a daily basis
- Raise entry to debit charges on customer accounts for services rendered e.g
- Cheque book
Transaction officer – Teller
Access Bank (z) Ltd
05.2010 - 04.2011
- Duties
- Receiving and paying out of cash
- Balancing of cash
- Attending to Customer complaints as a front-liner
- Selling and cross-selling of products and Services to new and existing Customers
- Providing first class competitive and up to the minute service to existing and prospective customers by achieving all agreed and defined standards of service
- Key Strength
- Research skills and Economic analysis
Education
Certificate - Corporate Strategy
University of London (School of Management)
United Kingdom 12.2024
Certificate - Corporate strategy, Diplomacy and international Relations Studies
Zambia Institute of Diplomacy and International Studies
01.2015
BSc - Banking and Finance
UNIVERSITY OF LUSAKA
Lusaka12.2012
Diploma - Banking and Finance
Zambia Institute of Banking and Finance
Lusaka10.2009
Certificate - Banking and Finance
Zambia Centre for Accountancy (ZICAS)
Lusaka04.2008
Grade twelve school certificates -
Pemba High School
Southern province12.2005
Skills
- Research skills
- Economic analysis
- Business Development
- Investments Advisory
- Strong numerical skills
- Analytical skills
- Reconciliations
- Credit operations
- Negotiation skills
- Influencing skills
- Protocol
- Public relations
- Conflict negotiation skills
- Diplomatic negotiation skills
- Diplomatic international relations
- Economic diplomacy
Certification
- Operational Risk, Total Quality Management, Access Bank (Z) Ltd, 2012
- Group Code of Conduct, and Money Laundering, Access Bank (Z) Ltd, 2010
- Certificate in Fire Safety, 2013
Affiliations
- Member of Zambia Institute of Banking and Financial Services (ZIBFS)
- Member of Mbala Town Council Audit Committee
- Nominated Councilor for Mbala town
- Member of the Full Council District Heads of Department
Personal Information
- Date of Birth: 11/20/87
- Gender: Male
- Nationality: Zambian
Hobbies and Interests
- Writing
- Watching a spot of golf
- Cooking
- Watching comedy and intelligent Movies and Series
- Reading financial related books and magazines
Accomplishments
Lead the Branch to score satisfactory Audit results
Timeline
BRANCH MANAGER
Access Bank Zambia Limited
11.2024 - Current
BRANCH SERVICE MANAGER
ACCESS BANK
06.2021 - 11.2024
Risk and Compliance Analyst
Sanlam Zambia Limited
01.2020 - 10.2020
Tutor
Centre for Business and Financial Studies
06.2018 - Current
Treasury Operations Manager
First Capital Bank
04.2017 - 03.2018
Operations Manager
First Capital Bank
04.2016 - 03.2017
Manager, Central Processing
First Capital Bank
04.2015 - 05.2016
Branch Operations Manager
First Capital Bank
03.2014 - 04.2015
Back office Teller
Access Bank (z) Ltd
06.2012 - 03.2014
Customer Care Officer
Access Bank (z) Ltd
04.2011 - 06.2012
Transaction officer – Teller
Access Bank (z) Ltd
05.2010 - 04.2011
Certificate - Corporate strategy, Diplomacy and international Relations Studies
Zambia Institute of Diplomacy and International Studies
BSc - Banking and Finance
UNIVERSITY OF LUSAKA
Diploma - Banking and Finance
Zambia Institute of Banking and Finance
Certificate - Banking and Finance
Zambia Centre for Accountancy (ZICAS)
Grade twelve school certificates -
Pemba High School
Certificate - Corporate Strategy
University of London (School of Management)
Similar Profiles
BEVERLY NACHULABEVERLY NACHULA
Acting Head HR at Access Bank Zambia LimitedActing Head HR at Access Bank Zambia Limited
Florence ChungaFlorence Chunga
Transactional Officer Level 2 at Access Bank Zambia LimitedTransactional Officer Level 2 at Access Bank Zambia Limited
Mukuka MwansaMukuka Mwansa
Risk and Compliance Officer at Zambia Civil Aviation AuthorityRisk and Compliance Officer at Zambia Civil Aviation Authority