Lukundo Kahunduka

· Be first line of support in processing payments and hold end-to-end ownership in service. To analyses and process payments accurately to reduce Return to Sender (RTS) and escalate to supervisor timely whenever necessary.

· Monitor the day-to-day personnel and administrative operations of the office.

· Participates in the recruitment and training of staff for specialized and non-specialized work and assign to meet work requirements.

· Supervises activities concerned with office and grounds maintenance, security, transport and similar services.

· Accountable to ensure nil Operational Loss are reported under payments due to human negligence.

· Ensure that you always identify and mitigate risks in the Payment department while verifying TT messages.

· Ensure you manage the process, system, and control effectively.

· Briefs staff on general administrative matters, provide advice and ensure administrative support as required.

· Contributes to the preparation of submissions of new or revised procedures, policies and practices.

· Prepares correspondence, special reports, evaluations and justifications as required on general administrative and operational matters.

· Handles all personnel matters related to attendance records.

· Coordinate training and capacity-building activities for staff in administrative-related areas.

· Facilitate travel of staff, including following up on travel authorizations, bookings, tickets and hotels.

· Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).

· Perform other related duties as required

• The preparation, analysis, and reporting of customer credit information to the Credit Reference Bureaus through the Credit Reference Databank.
• The incumbent will be responsible for the management and timely resolution of disputes relating to customer’s credit bureau records and ratings in accordance with the requirements of The Bank of Tanzania (Financial Consumer Protection) Regulations 2019.
• Manage end to end preparation of the credit related Bank of Tanzania [BoT] Reports (Daily, Weekly, Bi-weekly, monthly etc.).
• Undertake in-depth analyses of a range of data and compile and prepare comprehensive reports in order to contribute to the provision of accurate information for informative decision-making and to support the effective and timely management requests.
• Maintain accurate records and data in conjunction with regulatory reporting requirements. Ensure full compliance with the Bank of Tanzania regulatory requirements.
• Ensure adherence to standards on Retention, Security and Confidentiality & Recovery of risk data as per Group policies. Ensure data quality processes are embedded into Business as Usual (BAU) activity.
• Ensure Accuracy of the financial inputs to the periodic regulatory submission

• Ensure All Necessary Checks on New to Bank Accounts Opened Under Channels Are Reviewed to Provide Final Assurance. Ensure All Reports That Are Centralized Are Actioned by The Team of Admin Assistants on daily basis and They Conform to The Necessary Golden Rules.
• Supervise and guide a team of staff, acting as a point of referral for them and support them in carrying out their responsibilities, to ensure individual and team objectives are met in compliance with the relevant regulations, policies and procedures, and performance plans.
• Responsible for Initiative-taking Client Service and Satisfaction, Through Direct Personal Action or Referral to Alternate Sources. Ensure All Requests and Incidents Logged Are Being Analyzed and Attended Within Sla. Follow Up on All Pending Requests with Assignees.
• Answer a range of complex queries, supporting resolution of various daily issues in order to facilitate the maintenance of the right contacts and support partnership.
• Set-up and manage focus group discussions or other meetings to collect information.
• Responsible for analyzing, correcting, and sending of Credit Data information to BOT and Credit Bureau
• Compiling, analyzing, and reporting of all operational risks and measure to be taken by all departments via Operational Risk Committee forum which scrutinized all the risks for prompt action within the management.

• Review all new-to-bank accounts opened under various channels to provide final assurance of compliance and accuracy.
• Oversee daily reporting processes, ensuring centralized reports are actioned by the team and conform to organizational standards.
• Supervise and guide staff, serving as a point of reference and supporting them in achieving individual and team objectives in line with regulations, policies, and performance plans.
• Drive client service initiatives, ensuring timely resolution of requests and incidents, either directly or through appropriate referrals, while monitoring SLA adherence.
• Respond to complex queries and support resolution of operational issues to maintain strong client relationships and partnerships.
• Organize focus group discussions and meetings to collect operational and client-related information.
• Analyze, correct, and submit Credit Data to the Bank of Tanzania (BOT) and the Credit Bureau, ensuring accuracy and regulatory compliance.
• Compile, analyze, and report operational risks, facilitating prompt mitigation actions through the Operational Risk Committee.
• Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
• Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
• Submitted loan applications to underwriter for verification and recommendation.
• Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
• Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
• Coordinated with IT department to enhance cybersecurity measures, protecting customer data and transactions.
• Spearheaded community outreach programs, reinforcing branch's commitment to social responsibility and building community ties.

• Oversee daily back-office operations, including account maintenance, transaction processing, and documentation, ensuring accuracy and adherence to internal policies.
• Manage the lead generation process and coordinate with the sales team to support business growth.
• Support and monitor customer service, ensuring all requests, enquiries, and complaints are handled professionally and preventing escalation.
• Coach and mentor back-office team members to achieve performance targets, providing necessary tools, guidance, and training.
• Analyze operational workflows and identify areas for process improvement to increase efficiency and reduce errors.
• Monitor and report on operational metrics, including team productivity, compliance adherence, and customer service performance.
• Serve as a liaison between back-office and other departments (e.g., Risk, Compliance, Sales, Legal) to coordinate activities and ensure smooth operations.

• Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
• Assisted in training new staff on customer service protocols and company policies.
• Developed and maintained positive relationships with customers to enhance satisfaction and loyalty.
• Implemented process improvements that streamlined service delivery and reduced response times.
• Monitored customer feedback to identify trends and recommend enhancements to services offered.
• Collaborated with cross-functional teams to address product-related issues impacting customer experience.
• Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
• Led initiatives for optimizing workflow efficiency within the customer service department.
• Analyzed service metrics to evaluate performance and drive continuous improvement efforts.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
• Streamlined communication between customers and internal departments for timely issue resolution.
• Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
• Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
• Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.