Fainess Jeremiah Mkwembe

• conducting training needs analysis relating to women and prepare relevant materials or facilitators from in and out of the organisation.
• In colaboration with other women leaders to identify and assess training and development needs.
• Making recommendation for new training programmes to align with organisational goals.
• Responding to queries and issues from women about training and self improvement.
• working with managers and colleagues to develop and design training materials that meet the needs of women.
• facilitating women workshops and events.
• evaluating the effectiveness of training and reporting to chair lady.
• Encouraging self improvement to women in the organization.
• Working with Bank's learning management systems to upload online learning materials relating to women welfare and self improvement.

• To design and facilitate youth programs
• Mentorship
• Empowering church youth on different areas of life such as education, entrepreneurship, cash management and self awareness.
• Design activities that will bring together youth from all areas to create strong bond, reaching out to be responsible citizen and inspire good manners.

• Providing world class bank services to Corporate clients in Mwanza
• Maintaining and building bank-customer relationship in the region to both corporate and commercial clients
• Corporate and commercial client portfolio growth through sales and cross selling (retention of existing clients and onboarding new)
• Identifying areas of business improvement opportunities within the region and making appropriate recommendations to the head of corporate and business banking head office, head of Corporate Services, relationship team and Branch Manager
• Making sure Bank's visibility is well maintained in the region through regular visits to key clients, courtesy call, excellent customer service, attending to customers /government organized events etc
• coordinating Bank's corporate and business banking engagement forums in the region as well bank-clients seminars and visits in the region.
• Follow up to customers on security documents, or renewal documents to customers with liabilities such as insurance expired, land rents as well following up updated documents on KYC (Know Your Customer) customer mandates.
• Following up non performing loans and accounts and making sure they are performing and bring value to the bank.
• Accompanying Head office delegates to regional customer visits in Mwanza (introducing about customer's nature of business, opportunities and/issues which needs further attention.
• Do all payment confirmation for corporate and commercial customers
• Account opening for newly onboarded customers, account maintenance and account updating as per identified gaps.
• Logging all customers visit and calls for further attention and escalating all issues arose for solution to relevant parties.
• Provide identified business leads to relevant parties for follow up and closure (other departments)
• Make sure all controls, compliance, procedures and policies are adhered while doing day to day duties.
• Report any risk event encountered in the course of everyday duties.

13-27 May -02-06 June 2023, Acting Branch Manager -Mwanza Branch

• Manager day to day sales for the Branch, mobilizing the team to make sure every one contributes to Branch daily performance as well as being fully involved with focus on assets, liabilities, Foreign exchange and alternative channels
• Manager Return on account opening, maintenance and payments daily
• Lead and make sure morning team session is held and the main discussion being deposit mobilization, assets, digital Foreign exchange, new to bank onboarding, dormant activation and insists on Branch controls
• Follow up daily tracker on sales to all departments.
• Ensuring quality customer services are offered by all officers and queries and complaints are logged by receiving officers on BOC as per procedure
• Attend any issue as assigned by cluster head.
• Attending escalated customer queries by all Branch departments.
• Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.

• To grow and develop relationship with affluent customers and growing customer base through sales efforts and exceptional service.
• Delivers a high level of service and personal attention to the Bank’s quality customers, with the aim of developing significant sales and new business and providing a high level of retention of existing clients business.
• Supervise and follow up world class customer services to premier customers in lake zone Branches, follow up queries, resolution of matters and feedback to premier clients.

• Followed up with customers about resolved issues to maintain high standards of customer service.
• Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
• Educated customers about payment processing and support policies and procedures.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information.
• Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• perform all front office customer's bank enquiries
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Educated customers about billing, payment processing and support policies and procedures.
• Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
• Met customer call guidelines for service levels, handle time and productivity.
• Delivered prompt service to prioritize customer needs.

• Collected research data through surveys and leading focus groups.
• Maintained up-to-date records of research activities and results for future reference.
• Attended seminars and symposiums to improve overall knowledge and understanding.
• Do house to house education on HIV/AIDS and consequences of childhood pregnancies in Segerea, Ilala District, Dar es salaam

• Understanding of foreign policy, diplomacy and administration of foreign affairs.
• Assist the officers in preparation of introduction letter to foreign affairs officers who expect to travel in different countries for diplomatic activities.
• Assisting foreign affairs officers in report writing.
• Learning organization culture, vision and mission.