Summary
Overview
Work History
Education
Accomplishments
Certification
Additional Information
REFERENCES
Timeline
Generic

Godwin Reuben Mlay

Magu

Summary

Detail-oriented professional with a proven track record of managing multiple priorities efficiently while maintaining a positive attitude. Recognized for a strong commitment to team success and willingness to embrace added responsibilities to achieve collective goals. Core competencies include time management, effective communication, and adaptability.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Manager Customer Experience

NMB Bank Plc
Magu, Tanzania
07.2023 - Current
  • Company Overview: Lake Zone
  • Ensuring that the branch team adhere to NMB Customer Charter and Financial Consumer Protection Regulation (FCPR)
  • Ensuring cross selling leads turn to business deals and maintain business relationship with the customers
  • Ensuring customer queries and complaints are being handled as per complaints handling redress mechanism process to improve customer satisfaction
  • Ensuring clear and logical queue management and optimize the number of tellers in the cubicles all the time
  • Managing performance of staff under his/her jurisdiction by recognizing performance, identifying performance gaps and plan for development
  • Ensuring that all statutory documents and escalation posters are available and well displayed
  • Developing strategic interactive sessions with customers to ensure they are always up to date with new products, services and rates offered by the bank
  • Recording and file customer correspondences to improve the experience

Manager Sales & Retention

NMB Bank Plc
Kenyatta Road, Tanzania
09.2020 - 07.2023
  • Company Overview: Lake Zone
  • Reviewing lending proposals submitted by Relationship officers
  • Segment customers and identify top depositors and borrowers for more focused engagements and referrals
  • Reviewing credit applications at branch level, provide sound financial and business justification for deals / proposals within acceptable risk parameters
  • Oversee the quality of the loan usage by customer by ensuring compliance to business agreements, Terms & conditions
  • Reviewing call reports for the regular customer visits/meetings with clear actions for progressive follow ups
  • Ensuring renewal process for existing facilities proactively, ensuring timely evaluation and approval for renewals

Business Support Team Member

NMB Bank Plc
Tanzania
04.2018 - 09.2020
  • Company Overview: Lake Zone
  • Ensure branches understand fully NMBs products, services and procedures
  • Review and control of branches’ processes
  • Identify areas of improvement and discuss with branch management on the way forward
  • Assist branches to become customer focused and sales oriented
  • Identify, report findings and recommend possible solutions for frequently occurring branch issues and trends


Zonal Compliance Coordinator

NMB Bank Plc
Tanzania
04.2018 - 04.2019
  • Company Overview: Lake Zone
  • Support Business to understand AML/KYC requirements consistent with AML regulations and NMB AML Policy
  • Play critical role to support KYC Compliance testing for all accounts with special focus on high-risk accounts
  • Review the Branches operations for compliance with applicable laws and regulations and contribute to implementation and execution of the Compliance Risk Management Policy
  • Ensure day-to-day monitoring and reporting of compliance risks including and monitoring compliance with key compliance policies, this includes maintaining relevant registers pertaining to conflicts of interest, whistleblowing, declarations and gifts and hospitality
  • Identify and keep abreast of new laws and changes to laws and regulations, in order to be up to date with current compliance requirements and work with the relevant stakeholders to perform a gap analysis and assess the business impact of new/amended regulatory requirements, and escalate if necessary
  • Conducting Compliance risk assessments & testing and summarize findings in a concise format
  • Conduct relevant Compliance trainings around AML, Sanctions, ABCs, Code of Conduct, Whistle Blowing, and all other Regulatory Assurance Matters

Relationship Officer

NMB Bank Plc
Usa River, Tanzania
08.2016 - 03.2018
  • Company Overview: Usa River Branch
  • Manage and grow loan portfolio
  • Appraising credit facilities and recommending for approval
  • Selling and cross- selling all bank products and service
  • Preparing weekly sales and marketing schedules
  • Implementing daily and weekly sales drive to ensure targets are being met
  • Following up on assigned branch leads to closure
  • Participating in ensuring high customer service satisfaction by managing TAT & SLAs

Back Office Officer

NMB Bank Plc
Tanzania
11.2012 - 06.2016
  • Company Overview: Clock Tower Branch
  • Monitor, review, process and keep a record of fund transfer expenses, flagging and resolving any issues with back office manager
  • Processing of government payrolls from treasury for paying Nmb salaries and other banks through TISS and other banker’s cheques
  • Daily processing of internal and external fund transfers to ensure that they are created and sent to beneficiaries on time
  • Monitor, review, process and keep a record of fund transfer expenses, flagging and resolving any issues with back office manager

Customer Service Officer

NMB Bank Plc
Tanzania
05.2012 - 11.2012
  • Company Overview: Clock Tower Branch
  • Provide pro-active service to customers by responding to inquiries and complaints as well as pro-actively asking (potential) customers if they need assistance in any way
  • Servicing customers through issuing of ATM card, PIN mailer, cheque books, customer statements
  • Interviewing customers who want to open an account, by understanding the customers’ needs and offer appropriate products and services to service these needs using available marketing materials
  • Cross selling to potential customers in- and outside branch
  • Represent the bank as and when delegated
  • Ensure optimal banking hall quality through keeping it organised, clean and optimal display of marketing materials and signage, correct information on forex signboard

Bank Teller

NMB Bank Plc
Tanzania
07.2010 - 05.2011
  • Company Overview: Clock Tower Branch
  • Work together with other branch departments as one team to deliver the exceptional performance of the whole branch
  • Attaining high efficiency in number of transactions while ensuring safe custody of cash
  • Purchase and sell foreign currencies
  • Answer general customer enquiries at cash counter
  • Balance cash in till and assist other tellers for balancing in case of need

Training & Research Officer

Biz-logic Solutions Tanzania Limited
Dar es Salaam, Tanzania
01.2010 - 07.2010
  • Business Advisory and Services Unit

Data Processing and Property Rate Unit

Tanzania Revenue Authority
Dar es Salaam, Tanzania
06.2009 - 12.2009
  • Value Added Tax Returns and Taxpayer Identification Number (TIN) Registration

Education

Certificate In Directorship -

Institute of Directors Tanzania [IoDT]
Dar es Salaam, Tanzania
12.2022

Masters of Business Administration -

Tanzania Institute of Accountancy Arusha [IAA]
Arusha, Tanzania
12.2022

Post Graduate Diploma in Banking and Finance -

Institute of Accountancy Arusha [IAA]
Arusha, Tanzania
12.2016

Bachelor's Degree -

Tumaini University-Iringa University College
Iringa, Tanzania
07.2009

Short course in Computer Applications -

The Intel Training Centre
Kilimanjaro, Tanzania
08.2006

ACSEE- A level -

St. Matthew’s Secondary School
Dar es Salaam, Tanzania
02.2006

ACSEE- O Level -

Old Moshi Secondary School
Kilimanjaro, Tanzania
11.2003

Accomplishments

    Training & Research Officer, 01/2010 - 07/2010

    Biz-logic Solutions Tanzania Limited – Dar es Salaam, Tanzania

    Business Advisory and Services Unit

Certification

Certificate In Directorship: 12/2022

Institute of Directors Tanzania [IoDT] - Dar es Salaam

Masters of Business Administration: 12/2022

Tanzania Institute of Accountancy Arusha [IAA] - Arusha

Post Graduate Diploma in Banking and Finance: 12/2016

Institute of Accountancy Arusha [IAA] - Arusha

Bachelor's Degree: 07/2009

Tumaini University-Iringa University College - Iringa

Bachelor's Degree: 07/2009

Tumaini University-Iringa University College - Iringa

Additional Information

• 02/01/20, Training on HR for Non HR Managers, NMB BANK Plc –Lake Zone

• 11/01/19, Banc assurance training & Certification, Institute of Finance Management Mwanza

• 09/01/18, AML/CFT Awareness Workshop for the Banks, BOT Mtwara Branch

• 03/01/18, Compliance General awareness AML/CFT training, NMB Head Office-Dar es Salaam

• 08/01/17, Credit Skills Training, Lush Garden Hotel Arusha

• 11/01/16, Acting Branch Manager, NMB Bank Plc-Usa River

• 06/01/16, MSE Loan Officers Training, NMB Training Center Dar es Salaam

• 08/01/12, Participated in Nane Nane exhibition, Njiro Arusha

• 03/01/11, Oracle flexube (Universal Banking) training, East Africa Hotel -Arusha

• 05/01/07, Participated to the Seminar on Management and Organization Transformation

• 04/01/07, Participated to the Tumaini University Gathering

• 10/01/06 - 09/01/09, Member of Community Action Group (CAG), College Students Against AIDS (COSAA)

• 01/01/07 - 12/01/08, Held a post in student government as the class representative to the committee for Administration and Planning

REFERENCES

• Donatus Richard, Head of Branch Network-Sales, NMB Bank PLC, P.O.BOX 9213, Tanzania, Donatus.Richard@nmbtz.com, +255(0)753687294 • Hamadan. Silliah, Branch Manager, NMB Bank Plc, P.O.BOX 1444, Mwanza, Tanzania, Hamadan.Sillia@nmbtz.com, +255(0)754274750 • Mrs Diana Masalla, Manager Taxpayers Services and Education, Tanzania Revenue Authority Headquarters, P.O.BOX 11491, Dar es Salaam, Tanzania, 0787263337/0754263337, +255222119343, +255222128593, dmasalla@tra.go.tz

Timeline

Manager Customer Experience

NMB Bank Plc
07.2023 - Current

Manager Sales & Retention

NMB Bank Plc
09.2020 - 07.2023

Business Support Team Member

NMB Bank Plc
04.2018 - 09.2020

Zonal Compliance Coordinator

NMB Bank Plc
04.2018 - 04.2019

Relationship Officer

NMB Bank Plc
08.2016 - 03.2018

Back Office Officer

NMB Bank Plc
11.2012 - 06.2016

Customer Service Officer

NMB Bank Plc
05.2012 - 11.2012

Bank Teller

NMB Bank Plc
07.2010 - 05.2011

Training & Research Officer

Biz-logic Solutions Tanzania Limited
01.2010 - 07.2010

Data Processing and Property Rate Unit

Tanzania Revenue Authority
06.2009 - 12.2009

Certificate In Directorship: 12/2022

Institute of Directors Tanzania [IoDT] - Dar es Salaam

Masters of Business Administration: 12/2022

Tanzania Institute of Accountancy Arusha [IAA] - Arusha

Post Graduate Diploma in Banking and Finance: 12/2016

Institute of Accountancy Arusha [IAA] - Arusha

Bachelor's Degree: 07/2009

Tumaini University-Iringa University College - Iringa

Bachelor's Degree: 07/2009

Tumaini University-Iringa University College - Iringa

Certificate In Directorship -

Institute of Directors Tanzania [IoDT]

Masters of Business Administration -

Tanzania Institute of Accountancy Arusha [IAA]

Post Graduate Diploma in Banking and Finance -

Institute of Accountancy Arusha [IAA]

Bachelor's Degree -

Tumaini University-Iringa University College

Short course in Computer Applications -

The Intel Training Centre

ACSEE- A level -

St. Matthew’s Secondary School

ACSEE- O Level -

Old Moshi Secondary School

Similar Profiles

CREATE PROFILE
Godwin Reuben Mlay