JANETH B. GONDWE

• ensure no revenue leakage by prompt revenue collection.
• Achieved personal sales goals for all products by actively participating in
• and leading branch sales promotions.
• Cross selling of bank products & Services to both potential and existing
• customers.
• Collected sales leads and referrals from customers, following up to close sales.
• Managed customer queues in banking hall to optimize front-line staff efficiency.
• Calculated commissions and charges according to established tariff guidelines.
• Enhance branch controls and service quality assurance
• Ensure personal growth by continuous learning/training for self and your
• Team through eLearning, internal & external training activities.
• Complied with leave policy regarding block leave and minimum carry over of leave days for self and team.

• Resolved 95%+ of escalated custom complaints within defined timelines, significantly improving customer satisfaction.
• Contributed to increased customer retention by 25%+ through effective complaint resolution and personalized service.
• Bank Transfer and Accounts opening
• Enhance branch controls and service quality assurance Branch sales report analysis
• Enhanced service quality by implementing process improvements, reducing repeat customer issues.
• Supported cross-selling initiatives, contributing to increased uptake of bank products and services.
• Strengthened team performance through collaboration, improving service efficiency across departments.
• Internal training in Products, Procedures and Processes
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app (Mobile banking and internet banking)
• Cross selling of bank products & Services to both potential and existing customers.
• Ensure no revenue leakage by prompt revenue collection. (Commissions and charges as per the ruling tariff).
• Receive customer enquiries, complaints, and always log them into CRM as per agreed TAT
• Identifying customer needs and taking proactive steps to maintain positive experiences

• Overseeing daily branch operations and ensuring adherence to bank policies and procedures.
• Monitoring compliance with regulatory requirements, internal controls, and risk management standards.
• Improved operational efficiency by streamlining workflows, reducing service turnaround time by 25% and enhancing team productivity.
• Strengthened client relationships through proactive engagement, increasing customer retention and portfolio activity by 15%+.
• Managing cash operations, vault balances, ATM services, and cash reconciliation processes.
• Supervising branch staff, providing coaching, training, and performance management.
• Ensured 100% compliance with

averaged customer interactions to raise product awareness, facilitating
cross selling of bank products.
Cross selling of bank products & Services to both potential and existing
customers.
Drove achievement of personal sales goals for all products by leading
and participating in branch sales promotions.
Ensure no revenue leakage by prompt revenue collection.
Facilitate cash deposits and payment to customers. Both local and
foreign.
Collection of all manual charges with due care, while maintaining NIL
fraud, losses and or processing errors.
Keep self-updated on existing and new products, to offer customers
informed advice and cross sell appropriately.
Consistently upheld high customer service standards, ensuring positive
customer experiences.
Receive customer enquiries, complaints, and always log them into CRM
as per agreed TAT

Managed procurement competitions to enhance access to procurement

competence across organization using Scottish procurement and

competence framework.

Participated in tender meetings and evaluated tenders during supplier

selection.

Prepared local purchase orders to facilitate timely procurement

processes.

To manage supplier relationships including responding to suppliers'

enquiries and complaints.

Issued goods including fuel, stationery, and electronic devices to the

store department.

Received and conducted stocktaking of goods in the store department.

Responsibilities. to participate on tender meeting and evaluation of tender during selection of supplier to access procurement competence across the organization using tool such the Scottish procurement and competence framework to issue goods such fuel, stationary stuff, electronic devices and receive good to store department. to receiving and stock taking the goods in store department. to prepare local purchase order. to manage supplier relationships including responding to suppliers' enquiries and complaints