REMMY MAHSEIN
Dar es Salaam
Summary
Dynamic operations manager with a proven track record at Equity Bank (T) Ltd, excelling in risk management and operational efficiency. Spearheaded digitization initiatives that enhanced customer experience and reduced costs. Adept at performance analysis and team leadership, driving significant improvements in service delivery and compliance standards.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager- Digital Operations
Equity Bank (T) Ltd
01.2023 - Current
- Managed operations across agents, merchants, IMT, card schemes, and mobile money super agency to achieve operational and financial goals.
- Formulated and refined procedures to boost service quality and enhance operational efficiency.
- Implemented risk management tools to mitigate losses and elevate operational standards.
- Reviewed digital operations reconciliations, resolving pending issues within established SLAs.
- Monitored customer account operations for effective utilization of digital platforms.
- Initiated digitization of back-office processes, reducing costs and improving customer experience.
- Managed chargebacks to minimize exposure and associated risks effectively.
- Conducted monthly reviews of commissions related to IMT, mobile money super agency, and merchants.
- Conducted performance reviews for team members.
- Ensured compliance with industry regulations and company policies.
- Coached, mentored and trained team members in order to improve their job performance.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Created monthly reports for senior management summarizing operational performance metrics.
- Analyzed market trends and competitor activity to inform business strategy.
- Enhanced team morale and retention through recognition programs and career development opportunities.
Manager- Digitization
Equity Bank (T) Ltd
04.2022 - 12.2022
- Developed and implemented customer digitization plan to enhance service delivery.
- Created monthly reports for senior management summarizing operational performance metrics.
- Facilitated uptake of digital products, including mobile and internet banking.
- Evaluated customer feedback through diverse data sources to identify digitization opportunities.
- Collaborated with business owners and product teams to create effective product roadmaps.
- Conducted user research and usability studies alongside designers and developers throughout the process.
- Participated in market research and analysis to uncover new feature opportunities.
- Reviewed front and back-office processes for digitization, focusing on cost reduction and improved customer experience.
- Managed large datasets to uncover business efficiencies and opportunities.
Assistant Manager- Agency Technical Support
Equity Bank (T) Ltd
07.2017 - 03.2022
- Oversaw end-to-end completion of agency systems projects, including business case preparations and BRD reviews.
- Monitored system uptime for Point of Sales (POS) and mobile solutions to ensure reliability.
- Configured approved agents within systems, enhancing POS and mobile functionalities.
- Managed preparation of agent commission payments, ensuring timely disbursement.
- Led branch supervisors in agent recruitment, driving customer traffic at agencies.
- Monitored agency activities daily, addressing transaction anomalies promptly.
- Prepared and managed comprehensive agency reports, highlighting performance metrics monthly and yearly.
- Facilitated training sessions for supervisors and agents, focusing on skill enhancement.
Account Opening Supervisor
Equity Bank (T) Ltd
05.2015 - 06.2017
- Oversaw account opening process, ensuring compliance with KYC and AML regulations.
- Reviewed documentation for completeness, verifying customer identity against legal standards.
- Managed account opening staff, assigning tasks and providing necessary training to optimize performance.
- Handled escalations and discrepancies during account setup, ensuring timely resolution of issues.
- Liaised with compliance, operations, and customer service teams to streamline onboarding processes.
- Maintained records of account openings, generating reports to track performance metrics.
- Identified process inefficiencies, recommending enhancements to improve turnaround time and customer satisfaction.
Customer Service Officer
Equity Bank (T) Ltd
11.2014 - 05.2015
- Maintained high standards of customer satisfaction across all interactions.
- Ensured adherence to turnaround time for bank customer processes.
- Received and resolved customer complaints and feedback efficiently.
- Maximized branch security through regular assessments and improvements.
- Monitored internal and external customer privacy protocols diligently.
- Executed customer service weeks to enhance engagement and satisfaction.
- Facilitated bank meetings and festivals, promoting team cohesion.
- Cross-sold new banking products to enhance customer offerings.
Alternative Business Channels (ABC) Officer
Equity Bank (T) Ltd
06.2014 - 11.2014
- Issued ATM cards to customers, enhancing access to banking services.
- Enrolled new customers into mobile banking system for convenient transactions.
- Resolved customer disputes regarding cards and mobile banking effectively.
- Cross-sold alternative banking solutions to meet diverse customer needs.
- Prepared reports on cardholders and mobile banking participants for management review.
- Promoted awareness of ATM cards and mobile banking benefits among customers.
Cashier
Equity Bank (T) Ltd
01.2014 - 03.2014
- Processed cash deposits and withdrawals for customers efficiently.
- Managed cheque deposits and payments to ensure accuracy.
- Facilitated customer fund transfers to enhance transaction speed.
- Ensured proper filing of customer treasuries for compliance.
Relationship Officer
Equity Bank (T) Ltd
10.2013 - 12.2013
- Processed new customer accounts in alignment with bank policies and procedures.
- Explained diverse account options to facilitate informed decision-making by customers.
- Maintained accurate customer records, ensuring all necessary documentation was filed.
- Issued cheque books and ATM PINs to streamline customer accessibility.
- Executed cross-selling strategies for new bank products to potential clients.
- Monitored customer accounts for accuracy and compliance within the banking system.
- Promoted bank offerings through targeted customer communications.
Volunteer
Morogoro Municipal Council
02.2009 - 07.2009
- Constructing municipal budgets in conjunction with 2009 strategic planning.
Education
Bachelor of Science - Applied Statistics
Mzumbe University
Morogoro12-2011
ACSEE - Chemistry, Biology, Geography
Loleza Girls High School
Mbeya02-2008
CSEE -
Chang’ombe Secondary School
Dar es Salaam04-2005
Chang’ombe Primary School
Dar es Salaam12-2001
Skills
- Operations management
- Product management
- Risk management
- Operational efficiency
- Regulatory compliance
- Performance analysis
- Customer experience improvement
- Data analysis
- Project management
- Team leadership
- Customer relationship management
Personal Information
- Date of Birth: 06/14/88
- Gender: Female
- Nationality: Tanzanian
- Marital Status: Married
- Religion: Muslim
Volunteer Experience
Morogoro Municipal Council, Statistics department, 02/01/09, 07/31/09, Preparing Municipal Budgets and 2009 strategic plans.
Certification
- Communicating with emotional intelligence
- Building business relationships
- Developing self-awareness
- Foundations of business banking
- Leadership tips, tactics, and advice
- Operations management foundations
- Project management foundations, budgets
- Tanzania Bankers Challenge
Knowledge Skills Abilities
- MS office proficient
- Efficient interpersonal skills
- Skilled in banking operations
- Skilled in customer service experience
- Skilled in Agency banking
- Skilled in Digital banking
- Excellent communications skills (fluent in English and Swahili)
- Excellent sales and marketing skills
Languages
Swahili
First Language
English
Upper Intermediate (B2)
B2
Areas of Interest
- Reading the Quran
- Novels
- Watching movies
- Traveling
- Networking
References
- Mwanaisha Rashid, Equity Bank (T) Limited, Head of Operations, +255 713 170 988, mwanaisha.rashid@equitybank.co.tz
- Suleiman Abubakar Msangi, NSSF, Directorate of Legal Services, +255 785 393 990 / +255 713 393 990, smsangi@nssf.or.tz
- Dr. Khalfan Said Ngowo, Ifakara Health Institute, Research Specialist, +255 717 519 236, hngowo@ihi.or.tz
Timeline
Manager- Digital Operations
Equity Bank (T) Ltd
01.2023 - Current
Manager- Digitization
Equity Bank (T) Ltd
04.2022 - 12.2022
Assistant Manager- Agency Technical Support
Equity Bank (T) Ltd
07.2017 - 03.2022
Account Opening Supervisor
Equity Bank (T) Ltd
05.2015 - 06.2017
Customer Service Officer
Equity Bank (T) Ltd
11.2014 - 05.2015
Alternative Business Channels (ABC) Officer
Equity Bank (T) Ltd
06.2014 - 11.2014
Cashier
Equity Bank (T) Ltd
01.2014 - 03.2014
Relationship Officer
Equity Bank (T) Ltd
10.2013 - 12.2013
Volunteer
Morogoro Municipal Council
02.2009 - 07.2009
Bachelor of Science - Applied Statistics
Mzumbe University
ACSEE - Chemistry, Biology, Geography
Loleza Girls High School
CSEE -
Chang’ombe Secondary School
Chang’ombe Primary School
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