Nezia Manumbu
Dar Es Salaam
Summary
Professional with strong background in financial services, prepared for leadership role in banking. Proven record of optimizing operational efficiency and driving customer satisfaction. Adept at team collaboration, problem-solving, and adapting to changing needs. Skilled in financial analysis, risk management, and regulatory compliance with focus on achieving results.
Overview
18
18
years of professional experience
Work History
BANK OFFICER CUSTOMER EXPERIENCE
NBC LIMITED
01.2018 - Current
- Deliver qualitative services to customers
- Agency banking recruitment (nbc wakala)
- Issuing group loan/SME/personal loan/insurance/mortgage/term loan/cash cover
- Cross selling all bank products to customers
- Deposit mobilization
- Promote bank products and services
- Build customer relationships
- Maintain and manage existing accounts
- Opening new accounts
- Respond to customer inquiries and resolve
- Maintain customer database and update periodically
- Assist customers in depositing and withdrawing cash
- Refer complex issues to the management
- Ensure best practices in rendering services to customers
- Control of cheque book library
- Closing of accounts where necessary
- Capturing and changing of CIF information
- Requesting and issuing cheque books
- Processing of power of attorney
- Issuing balance and statement
- Processing of stop payments
- Closing or renewal of fixed /term deposits
- Compiling of report for head office
- Filling of all relevant document in client’s file
- Handling of customer complaints log them into system
- Register customer into digital platforms
- Stolen and lost documents (issue of new ID cards and cheque books)
- Lifting holds on dormant accounts
ACTING AS OPERATIONAL BANKER
NBC Ltd Head Office
09.2024 - 03.2025
- Client Relationship Management: Conducted 8+ client calls monthly (50% face-to-face), ensuring Salesforce reporting compliance, and onboarded 5+ clients to NBC Connect.
- Revenue Growth: Generated TZS 50M+ in annual revenue through bancassurance onboarding and cross-selling 5+ corporate products (Trade, FX, Credit Facilities).
- Credit Portfolio Oversight: Led end-to-end annual credit reviews, prepared NBCs/BSCs with financial analysis (RORWA, spreads), and ensured 100% compliance with post-sanction documentation.
- Risk & Compliance: Maintained zero KYC/AML breaches, remediated high-risk client profiles, and reported operational incidents within 48 hours.
- Operational Excellence: Achieved zero dormant accounts, resolved 90% of client complaints within 5 days, and ensured 95%+ accuracy in account opening (RTS cases).
- Team & Development: Completed all mandatory trainings, participated in 2+ corporate social events annually, and drove personal growth via learning platforms
Acting Business Development Manager
NBC LIMITED
08.2021 - 12.2021
- Business Soliciting – Acquisition/Recruitment
- Customer acquisition /recruitment
- Visit existing customer frequently
- Ensure all the customer acquisition point are working perfectly all the time
- Proactively understanding the business dynamics in the locality and take advantage to grow deposit
- Supervise all the deposit mobilization campaign in branches
- Proactively and continuously solicit deposits from all clients of the Bank to meet Bank’s deposit targets
- Proactive following of activities identified on the branch activity calendar
- Cross sale of all bank products – Mobile phone Banking, Internet Banking, Agent Banking products, Insurance Products, all Deposit Products, Loan products FX, Transfer, etc
- Drive customer engagement activities in branch
- Going out to interact with Bank’s clients/potential clients in order to win their confidence and create customer loyalty
- Identifying potential clients and strategizing to add them to the list of NBC customers through informative meetings and product discussions
- Maintain database of High-net-worth customers in the branch
- Monitoring of branch business growth through KPI
- Loan turnaround time for loans and recovery support
- Responsible for NPL of the Branch retail loans
- Managed to grow asset sales book up to 150%
- Managed to grow forex exchange (fax) income book up to 150%
- Managed to grow SME liability sales book by 150%
- Receiving an outstanding performance rating
Bank Teller
NBC LIMITED
06.2010 - 02.2018
- Serves customers by completing account transactions
- Provides account services to customers by receiving deposits and loan payments, cashing checks, issuing savings withdrawals, and recording night and mail deposits
- Cross-sells bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs, and directing customers to a branch representative
- Reconciles cash drawer by proving cash transactions, counting and packaging currency and coins
- Reconciles transactions
- Maintains supply of cash and currency and turns in excess cash and mutilated currency to head teller
- Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of proof
- Maintains customer confidence and protects bank operations by keeping information confidential
- Contributes to team effort by accomplishing related results as needed
- Attending to co custodianship duties as per assigned by manager
- Proper posting of m wallet transactions to a respective GL
- Scrutinize cheques before paying out cash to the holders
- Properly book entries into relevant accounts
- Ensure printing of end of days report to facilitate smooth checking
Human Resource Officer
Tally Wood Quality Care Tanzania
01.2007 - 05.2009
- Support the development and implementation of HR initiatives and systems
- Provide counseling on policies and procedures
- Be actively involved in recruitment by preparing job descriptions, posting ads and managing the hiring process
- Create and implement effective onboarding plans
- Develop training and development programs
- Assist in performance management processes
- Support the management of disciplinary and grievance issues
- Maintain employee records (attendance, EEO data etc.) according to policy and legal requirements
- Review employment and working conditions to ensure legal compliance
Education
Bachelor’s Degree -
Human Resources Management
01.2008
Advance Certificate -
Secondary Education
01.2002
Certificate -
Secondary Education
01.1999
Certificate -
Primary Education
01.1995
Skills
- Corporate Banking
- Credit Analysis
- Client Onboarding
- Cross-Selling
- Risk Compliance
- Cross-selling products
- Customer Service-oriented
- Risk management
- Stakeholder Management
- Branch operations
- Portfolio management
- Business development
Accomplishments
- Managed to grow asset sales book up to 150%
- Managed to grow forex exchange (fax) income book up to 150%
- Managed to grow SME liability sales book by 150%
- Receiving an outstanding performance rating.
Training Attendance Award Certificates
- Outstanding performance, 01/01/23
- Outstanding Performance, 01/01/21
- Best Customer Service Award, 01/01/21
- World Class Customer Services Training, 01/01/17
- Human Resource Management Club, 01/01/06
- Advanced Certificate in computer, 01/01/04
Languages
English
Intermediate (B1)
Timeline
ACTING AS OPERATIONAL BANKER
NBC Ltd Head Office
09.2024 - 03.2025
Acting Business Development Manager
NBC LIMITED
08.2021 - 12.2021
BANK OFFICER CUSTOMER EXPERIENCE
NBC LIMITED
01.2018 - Current
Bank Teller
NBC LIMITED
06.2010 - 02.2018
Human Resource Officer
Tally Wood Quality Care Tanzania
01.2007 - 05.2009
Advance Certificate -
Secondary Education
Certificate -
Secondary Education
Certificate -
Primary Education
Bachelor’s Degree -
Human Resources Management
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