Professional in relationship management with proven ability to drive customer satisfaction and business growth. Expertise in client engagement, strategic planning, and conflict resolution. Strong focus on team collaboration and adapting to changing needs to achieve results. Reliable and resourceful with excellent communication and interpersonal skills.
Hi, I’m
MADELEN M MKUKU
Dodoma
Summary
Overview
11
years of professional experience
Work History
Tanzania Commercial Bank
Senior Relationship Officer I - MSME
06.2022 - Current
Job overview
- Maintain accurate and up-to-date records of all actual and attempted customer interactions.
- Responsible for growth of branch loan portfolio with quality customers
- Sourcing of new to bank business.
- Verify loan application forms, crosschecking the requirements and advise customers accordingly.
- Maintain borrower’s application forms and ensure that all pre-disbursement conditions are fulfilled according to the lending manual.
- Initiate credit application in the system and set up for disbursement.
- Proper loan setup to ensure that loan installment from customers are posted into relevant accounts.
- Ensure proper loan setup in the system which will not lead to any income leakage in terms of Interest, Loan application, administration and Indemnity charges.
- Responsible to maintain branch low rate of non-performing loans and ensuring post disbursement follow up is being done.
- Responsible of managing the branch loan portfolio by ensuring close follow ups of respective customers with proper guidance from Branch manager.
- Work closely with branch team to ensure that they minimize Audit issues raised by internal and external auditors.
- Recovery on the loans.
- Sourcing and upraising of the loan at the branch level including microcredit loans, consumer loans and Business loans.
- Post disbursements followup of loans disbursed at the branch, including update of all credit files(landrent,insurance).
- Growth of branch deposit book as per agreed target
- Customer relationship management.
TPB Bank PLC
Branch Operations Manager
08.2020 - 08.2022
Job overview
- Supervise back office processing and ensure reconciliation of suspense account
- Monitor branch security, maintenance and health and safety issues.
- Maintain records of contractors and overall maintenances of bank assets
- Control branch expenses and ensure that they are within the approved budget and properly managed
- Ensuring correctness in computing of interest paid to customers
- Plan and manage staff administration issues for support staff (local leave, training, department staff rotation,) in consultation with branch manager.
- Ensure all operational procedures are adhered by all branch staff.
- Follow up and ensure that all revenue due to the bank are collected without fail
- Countersign with branch manager all debits to debit to the profit and loss account
- Manage service delivery at the branch
- Ensure timely response to emails and submission of all relevant, branch reports and returns to head office.
TIB Corporate Bank Limited
Cash /Customer Service and Operations Supervisor
05.2019 - 08.2020
Job overview
- Ensure documents received from customer service are complete and accurate for processing
- Ensure efficiency on processing of transactions such as third party salaries, outward and inward Cheque clearing, Account opening, TTs and TISS, Capturing and updating of clients mandate etc with zero error
- Oversee the branch team to ensure effective daily operations
- Identify cross selling and pass leads to sales team
- Allocate duties to team members in order to achieve operational targets including prioritizations and work schedules
- Obtain a thorough understanding of the business unit’s strategy and explain it to team members in such a way that they understand the contribution they have to make
- Rigorously monitor expenditure against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency and reduced cost
- Ensure that suspense accounts balance on daily basis
- Ensure daily check of GL posted transactions
- Analyze GL Trial Balance for abnormalities
- Ensure proper identification of clients
- Ensure execution of daily teller routines as per the banks process and procedure
- Adhere to management of security items such as keys and safe combination
- Report cash position as required
- Monitor and control applicable register’s
- Ensure tellers availability and punctuality to clients all the time
- Create environment enabling tellers to satisfy clients
- Ensure all tellers have sufficient cash and stationary at all time
- Ensure timely authorization of tellers transactions
- Manage and control effective ATM replenishment and balancing
- Manage total cash within limit
- Ensure fee are collected as per prevailing tariff guides and circulars
- Supervise tellers to ensure efficiency and effective daily operations
- Carry out any other duty that may be assigned by supervisor/line manager and or management
- Advise clients on cash process to ensure smooth flow of transactions
- Report clients complains to client relations manager immediately
- Ensure the service to clients is done with professionalism ethics
- Ensure team maintain neat and tidy environment all the time
- Communication to clients should be done professionally
- Ensure team accuracy and efficiency when dealing with clients instructions
- Ensure all transaction records are kept according to the laid down procedure
- Adhere to relevant control on items kept in safe custody e.g controlled stationary ATM Cards ect
- Execute Audit queries on time.
- Overall supervisions of all junior bank officers
TIB Corporate Bank Limited
Customer Service Officer cum Cash Officer
06.2018 - 05.2019
Job overview
- Careful count cash received and dispensed to make sure that no error made
- Careful scrutinize cheque before paying out to payees
- Correctly capture all transactions into the system and ensure that they are all authorized
- Adhere to prescribed cash limits
- Ensure manual calculated income is collected
- Reconcile cash at the beginning and end of days transactions
- Ensure the till is in balance at end of day
- Properly book entries into relevant accounts
- Ensure printing of end of day report to facilitate smooth checking
- Dispense and receive cash (local and foreign ccy) and cheques
- Use sales tools to effectively obtain leads for new business and pass them on to sales team (cross sale)
- Actively participate on sales initiatives
- Carry out any other duty that may be assigned by supervisor/line manager and or management
- Ensure documents received from clients are accurate and forwarded to back office.
- Preparing account opening pack, ensuring they are properly.
- Ensure all the charges are collected.
- Ensure proper filing of all customer documents.
- Ensure efficiency and accuracy on processing FDR, Stop payments and unpaid cheque.
TIB Corporate Bank Limited
Branch Operations Officer
12.2017 - 06.2018
Job overview
- To provide support on business by efficiently processing clients instructions.
- Ensure documents received from customer service are complete and accurate for processing
- Ensure efficiency on processing of transactions such as third party salaries, outward and inward Cheque clearing, Account opening, TTs and TISS, Capturing and updating of clients mandate etc
- Ensure all clients requests are executed immediately and followed up regularly so as to honour commitments made to clients
- Identify cross selling and pass leads to sales team
- Ensure daily work is prepared and done timely
- Ensure caution when dealing with vouchers
- Reconcile suspense account
- Refer to clients cheque lists as required
- Ensure returned cheques are processed and handed over to customer service department immediately
- Ensure all queries or return back packs are handled immediately
- Ensure collection of all commissions and fee are done as per prevailing tariff and circulars
- All resistors are to be updated daily
- Ensure call back and call over is done as per the procedure
- Ensure your mandate parameter are adhered to all times
KCB Bank Tanzania Ltd
Bank Officer
01.2015 - 12.2017
Job overview
- To receives and pays out money, as well as accurately keeps records of money and negotiable instruments involved in a financial institution's various transactions. To meets the needs of customers by providing quality service.
- To ensure that customer account and instruments details are correctly presented captured
- Ensure that cheques are properly drawn in all respects
- Maintain an adequate cash drawer at all times includes buying and selling currency and balancing.
- Represent the bank in a manner that maintains and expands positive relations with all customers, potential customers and co-workers.
- Contribute to the fulfillment of department and company objectives and goals and comply with all company policies, procedures and regulations.
- To perform all western Union, MoneyGram and Forex Transaction
NSA Bahai’s of Tanzania
Cashier
07.2014 - 12.2014
Job overview
- At the Tanzania National office where by my basic duties
- To facilitate payment of all the office bills, prepare the payroll, records all the transactions in TALLY
- Arrange transport and prepare all the travel documents and residents permits to volunteers and guests, renewal of different deeds
- Preparing and reconcile of departmental returns, general ledger
- Processes supplier invoices
Education
Mzumbe University
Masters of Business Administration from Corporate management
01.2017
University Overview
The University of Dodoma
Bachelors of Commerce from International Business
01.2014
University Overview
Kibasilia High School
Advanced Certificate from secondary education
01.2011
University Overview
Ruaha Secondary School
Ordinary level secondary education
01.2008
University Overview
Skills
- Accounting Package: Tally 9
- Computer Skills: Microsoft office’s (MS Word; MS Excel, Power Point)
- Team leadership and Team work: vision creative, passionate, inspire, relationship to achieve positive goals, Energetic, Strong Leadership and commitment
- Problem solving: ability to take logical and analytic approach
LNGG
English and Swahili
References
References
Frank, Kipalamoto,
Branch Manager,
Tanzania Commercial Bank PLC
P.o.Box 134
frank.kipalamoto@tcbbank.co.tz,
+255754932941, 0717374947,
Philipo Pilla
Zonal Manager
Tanzania Commercial Bank PLC
P.O.BOX 1900
Dar es Salaam.
philipo.pilla@tcbbank.co.tz
+255752453333
Theresia Soka
Chief manager
Tanzania Commercial Bank PLC
P.O.BOX 1900
Dar es Salaam
theresia.soka@tcbbank.co.tz
+255784783250
EXTRACURRICULAR ACTIVITIES
EXTRACURRICULAR ACTIVITIES
- International Business Association of the University of Dodoma member(2012-2014) and vice chairman of the association 2013/2014
- Restless Development Dodoma Network (member 2011-2015 and the planning and finance officer 2013/2014)
- Tax club membership at Kibasila Secondary School from 2009-2011 Youth of United Nations Association club member at Kibasila Secondary School 2009-2011
- Participation in organizing the symposium on the commemoration of the African Union day and youth involvement in the implementation of millennium development goals on 9th September 2009 Dar es Salaam.
Training
Training
- Junior Achievement Tanzania (JAT) - Company Program - June to September 2009 at Kibasila High School
- The University of Dar es Salaam Business School (UDBS) - Management and Control of Business - 25 -29 July 2011 at The University of Dar es Salaam
- East Africa Proactive Trainers - Negotiation and influencing Customer Care Sales and Marketing Project Proposal Writing - 6th May 2012 5th May 2012 5th May 2012 3rd June 2012 At the University of Dodoma
- Restless Development Tanzania, VSO, CIDA - The Constitution of Tanzania & Lobbying and advocacy - At City style Hotel Dar es Salaam
- KCB (T) - T24 R14 TRAINING - KCB Training center- Nairobi
- KCB (T) - Telling duties - KCB(T) Head Quarters
- Arusha International Capacity Building Centre - Risk management in banking operations and managerial skills - Coridor Spring Hotel Arusha
Disclaimer
Disclaimer
I, the undersigned certify that to the best of my knowledge and belief, this information are correctly describes me, my qualifications and my experience.
Madelen M Mkuku
Timeline
Senior Relationship Officer I - MSME
Tanzania Commercial Bank
06.2022 - Current
Branch Operations Manager
TPB Bank PLC
08.2020 - 08.2022
Cash /Customer Service and Operations Supervisor
TIB Corporate Bank Limited
05.2019 - 08.2020
Customer Service Officer cum Cash Officer
TIB Corporate Bank Limited
06.2018 - 05.2019
Branch Operations Officer
TIB Corporate Bank Limited
12.2017 - 06.2018
Bank Officer
KCB Bank Tanzania Ltd
01.2015 - 12.2017
Cashier
NSA Bahai’s of Tanzania
07.2014 - 12.2014
The University of Dodoma
Bachelors of Commerce from International Business
Kibasilia High School
Advanced Certificate from secondary education
Ruaha Secondary School
Ordinary level secondary education
Mzumbe University
Masters of Business Administration from Corporate management
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