Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Gundelinda Emanuel Munishi

Dar Es Salaam,Tanzania

Summary

Dynamic and results-oriented professional with a strong foundation in management, leadership, and client relationship management. Demonstrates exceptional mentoring, coaching, and negotiation skills, coupled with excellent verbal and written communication abilities. Adept at prioritization, delegation, and team facilitation to drive organizational success. Proven track record in sales strategies and the capacity to work under pressure while maintaining a positive attitude. Committed to continuous learning and fostering a collaborative team environment.

Forward-thinking Client Manager of 14 years with track record in client satisfaction and revenue growth.

Overview

14
14
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work History

Client Manager - Global Subsidiaries & Client Service Manager

Standard Chartered Bank Tanzania
Dar es salaam, Tanzania
01.2024 - 04.2025
  • Client Relationship Health
  • Ensure strong knowledge of the client needs and requirements for the assigned client portfolio including prioritisation of needs for High Value Clients.
  • Deliver seamless client execution by effectively managing all day-to-day account maintenance activities and providing sound advice / resolution to client’s queries / issues.
  • Ensure regular communication with CM Leads and RMs regarding any client’s issues, unusual utilisation patterns and overall client satisfaction levels.
  • Effectively capture client communications via call reports.
  • Where clients’ complaints are received, ensure these are appropriately logged in Workbench in accordance with the Client Complaints Handling policy.
  • Advocate client’s needs and ensure rapid resolution of enquiries and complaints by collaborating within and across teams.
  • Ensure appropriate risk management of the portfolio by: Timely annotation of excess and past due reports and Minimising and rectifying document deficiencies.
  • Ensure appropriate transactional support i.e. ensure client cash/cheques are released on time, support loan drawdowns, cash management, release of trade offerings, network account on-boarding and seek transactional approvals as necessary to facilitate faster TAT and in accordance with the bank’s controls and policies.
  • Support the RM during account planning exercises, join client visits (where appropriate) and in preparing client briefing notes.
  • Collaborate with RM and Product Partners in identifying flow business opportunities.
  • Identify and resolve client data integrity issues to the relevant owner.
  • Raise incorrect CM account tagging issues to the CM Country Head/Lead.
  • Identify operational issues (process, policy, system, others) and share proposed solutions to CM Country Head/ Lead for resolution.
  • Share feedback and insights through CM forums, team engagement sessions or surveys to strengthen best sharing practice and collaboration.
  • Actively support or lead initiatives at a country or global level to ensure solutions are fit for purpose and will deliver the most positive impact to our clients.
  • Ensure clients are aware of regular communication updates regarding how key improvements, new requirements and changes to policies/processes are impacting them.
  • Build strong relationships with RMs and coverage partners across the global client relationship to effectively support network requests and facilitate network delivery.
  • Build collaborative and effective partnership with product, support, and servicing teams to improve ways of working and ensure client issues and needs are met.
  • Leverage the global CM network to share best practices, insights and connect on shared issues and areas of interest.
  • Take personal accountability for understanding the risk and compliance requirements of the Client Manager role.
  • Understand and comply with all applicable laws & regulations, the Bank’s policies, procedures, and Group Code of Conduct.
  • Effectively identify, escalate, mitigate, and resolve risk and compliance matters.
  • Actively participated in team meetings with innovative ideas contributing to strategic planning.

Client Service Manager

Standard Chartered Bank Tanzania
Dar es salaam, Tanzania
09.2017 - Current
  • Ensure outstanding customer service to clients.
  • Develop effective communication platforms for clients and staff.
  • Monitor customer service request process and make sure the TAT is met.
  • Training the branch staff on customer service etiquette.
  • Create and maintain client communication platform.
  • Ensure high level of customer service and manage difficult customer situations.
  • Training, coaching, and managing and communicating.
  • Participate in marketing campaigns and Responsible for educating customers about direct banking channels so that specific transactions can be migrated to alternate self-service modes.
  • Advice Branch Manager, and HOBB on customer service issues, e.g. issues which hinder best service to customers.
  • Ensure service staff are equipped with Knowledge and products and service, achieve grooming standards and are friendly, responsive, and providing personalized service to customers.
  • Managing and supervising of Operations & Compliance of process and policies.
  • Queue management and ensuring customer instructions are carried out with a high level of accuracy and commitment that satisfies customer needs.
  • Monitored team performance, leading to enhanced productivity.
  • Negotiated contracts with key clients to secure profitable business deals.
  • Oversaw daily operations for efficient service delivery.
  • Monitoring ATMs and ensure Working smoothly 24hrs.
  • Attend to customer interviews, queries, complaints, and correspondence.
  • Ensure counter services key control standards are adhered to and custodian of complaint handling process.
  • Ensure clients’ needs are properly identified and right product/solutions is provided to meet client expectations.
  • Oversaw budgeting process, ensuring prudent financial management.
  • Work closely with marketing and product team to provide right products as the client’s demand.
  • Ensure right massage is communicated to the client about the products.
  • Resolved complaints, resulting in improved client retention rates.

Ag. Branch Operations and Service Manager

Standard Chartered Bank Tanzania
Dar es salaam, Tanzania
11.2015 - 09.2017
  • Overall responsibility for service and operations of the Branch.
  • Training all staff on the processes and making sure on the available resources to enable the staff work smoothly.
  • Coordinated with other branches to standardise operational procedures across the network.
  • Overall responsibility for Health & Safety.
  • Enforcement and monitoring of adherence to controls around management of Branch cash.
  • Handled escalated customer complaints professionally, resolving issues promptly while preserving brand reputation.
  • Monitored operations to assess and highlight results.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Working closely with the branch management on in developing local market sales plan and cooperating with all branch personnel to exceed the branch sales target.

Branch Sales and Service Executive

Standard Chartered Bank Tanzania
Dar es salaam, Tanzania
06.2014 - 11.2015
  • Generally dealing with sales and service of the branch, selling all the product to the customer such as loan, accounts, and other services such as debit cards.
  • Managed client accounts to maintain business relationships.
  • Tailored solutions according to individual customer needs, demonstrating adaptability and initiative in the role.

Teller and Teller Service Executive

Standard Chartered Bank Tanzania
02.2011 - 05.2014
  • From Feb 2011 - March 2014- Served as a teller, responsible in processing all the over-the-counter instructions such as cash withdraw, fund transfers, Telegraphic transfers, bankers’ cheques, drafts and cheque deposits.
  • 2014 March to May. Served as a teller service manager, supervising all tellers making sure that cash and all other instructions are well process following the process and TAT and no fraudulent transactions.

Education

Advanced Diploma in Banking and Finance -

Institute of Accountancy Arusha (IAA)
01.2007 - 01.2010

Skills

  • Excellent Management and Leadership skills
  • Mentoring and Coaching skills
  • Influencing and negotiations skills
  • Excellent communication ,Strong both Verbal and written skills
  • Well-versed in sales strategies
  • Prioritization and delegation skills
  • Organization, Presentation &Team facilitation skills
  • Result oriented &Team player
  • Capacity to work under pressure
  • Fast learning
  • Empathy and positive attitude
  • Client Relationship Management

Accomplishments

§ 2004:Excellence Certificate of Good Discipline, Hardworking, leadership and liturgical service.


Certification

§ E-learning’s on Ant-Money Laundering,

§ Operational Risk,

§ Tax evasion and risk assessment.

§ Managing conflict of interest

§ Building resilience

§ Polishing your skills for excellence customer service.

§ Cash Management,

§ Signature Verifications,

Reputation Risk Management

Timeline

Client Manager - Global Subsidiaries & Client Service Manager

Standard Chartered Bank Tanzania
01.2024 - 04.2025

Client Service Manager

Standard Chartered Bank Tanzania
09.2017 - Current

Ag. Branch Operations and Service Manager

Standard Chartered Bank Tanzania
11.2015 - 09.2017

Branch Sales and Service Executive

Standard Chartered Bank Tanzania
06.2014 - 11.2015

Teller and Teller Service Executive

Standard Chartered Bank Tanzania
02.2011 - 05.2014

Advanced Diploma in Banking and Finance -

Institute of Accountancy Arusha (IAA)
01.2007 - 01.2010

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Gundelinda Emanuel Munishi