ALEXANDER P. MGOWANO

• Responsible for leadership and management of all Operations and Technology functions (both in-house and outsourced / offshored) including oversight of Technology and all Core and Enterprise Operations functions such as: Shared Services, Client Experience, Physical Security, Information Security, Fraud Management, Continuity of Business, Property and Premises, through development and management of a country platform appropriate to support Business goals and objectives.

Key Achievement: Pioneered implementation of multiple projects and digital products aiming at improving clients' experience and service TAT such as: Instant Payment implementation, eStatement deployment, Elimination of MIFT, electronic Onboarding, digital Confirmation though eSigner, Payment Insight, Trade Digitization and Client Access Manager deployment.

• Responsible for operational excellence, customer service and administration of a branch with respect to transaction processing for corporate customers; required to have an oversight of Branch operations (Payments, Trade Operations, Treasury Operations, Onboarding, Service and Digital Client Services) team to ensure requisite service delivery is met, controls, processes and expenses are effectively managed. Ensure the branch complies with all local and Citi guidelines from a process & control standpoint.

Key achievement: Constantly achieved client satisfaction rate of above 90% on monthly pulse surveys, Increase Payment STP rate to 92%, Implement Saturday Banking and extended Payment cut-offs and Automation of submission of Cross border payments through Citidirect as per Foreign Exchange local regulation.

• To manage operations in support of the Retail business in a customer focused and performance driven culture. The role holder is accountable for the delivery of day-to-day services to the business within agreed SLAs; effective management and control of change into BAU with minimal impact to customer service. The role holder is responsible for Customer on-boarding, Credit Operations, Card Operations, Digital / Alternate Channels and Insurance Operations.

Key Achievement: Implementation of Active Operations Manager (AOM) that improved overall productivity by 20% and centralize Retail Operations through implementation of Imaging and Workflow solution, that improved processing TAT and operational efficiency by 30-40%.

• To lead the Country IT Operations and establish a sound IT operation with administrative processes, procedures and discipline that supports NBC with key capabilities as required from as strategic point of view.

Key Achievement: Optimized various Technology solutions, hence reducing operating expense by 25% through implementation of Network optimization within branches and ATMs, Data Centre Infrastructure optimization through Virtualization of servers and Implementation of Voice Over IP (VoIP) infrastructure by replacing PSTN technology.

• Responsible for ensuring that IT infrastructure supports business requirements both in the present and long term. Responsible for managing the infrastructure team toward achieving business objectives for infrastructure capacity, availability, service continuity, configuration and integrity.

Key Achievement: Implementation of integrated Active Directory across 52 branches, with Centralized E-mail Archiving solution (Microsoft Exchange 2007) to minimize Technology operational expense by 20%, decommission end-of-life infrastructure and improve overall branch system availability to 98%.

• Responsible for coordinating the definition, implementation, verification, monitoring and communication of changes that affect NBC Information systems. It is also responsible for ensuring that these changes are released into a live environment effectively and sustainably with a minimum of disruption to business processes. Ensuring that projects are delivered on time, to budget, and to quality expectations and in compliance with project policies, standards and methodologies.

Key Achievement: Coordinate implementation of ABSA & NBC Infrastructure Re-platforming project, which included centralization and upgrade of Core Banking infrastructure system (Flexcube) and ATM payment switch (Sparrow); this project significantly improved stability and availabity of the core banking application across the bank.

• Responsible for the design, implementation and management of Systems and infrastructure including but not limited to the following systems Hardware, Operating systems and Database: MS Exchange, Active Directory, SCCM, SCOM, Web Servers, File/Print Servers, ICAP, MIS, VERITAS, Sage and Monitoring Systems. Responsible for the Daily Systems Operations & support and ensure systems Availability.

Key Achievement: Facilitate implementation and monitoring of M-PESA Infrastructure that created a new revenue stream to the organization and deployment of System Center Operations and Configuration manager that enhanced deployment of standard software and overall monitoring of the company technology infrastructure.