Charles Gibore
Dar Es Salaam
Summary
Results-driven Senior Relationship Manager known for productivity and efficiency in task completion. Skilled in client relationship management, strategic planning, and conflict resolution, ensuring seamless operations and customer satisfaction. Good at communication, negotiation, and leadership, fostering positive client interactions and team development.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Relationship Manager
Public Sector & Inst.Clients -NBC Bank
NBC HQ Dar Es Salaam
05.2012 - Current
- I have been overseeing Strategic Institutional clients for over 12 years, building and maintaining relationships, identifying potential business opportunities, and structuring complex financial transactions in collaboration with product partners.
- Grew the asset book from TZS 25 billion to TZS 495 billion as of December 2024 with Zero NPL .
- Managed to grow the liability book from TZS 200 billion to TZS 635 billion as of December 2024.
- Through cross-selling, I managed to grow revenue from TZS 14 billion to TZS 31 billion as of December 2024.
- Successfully managed to onboard 95% of portfolio clients on the online platform, which increased transaction fees and improved customer experience.
- Implemented strategies for increasing customer retention rates by providing excellent service levels at all times.
- Managed to connect with the Government Electronic Payment Gateway (GePG) for all eligible clients.
- Managed to open 30 additional new-to-bank institutional clients through GePG.
- Managed to connect with MUSE all eligible clients
- Negotiated terms of service contracts with customers while ensuring maximum profitability for the bank.
- Maintained an up-to-date understanding of industry trends and best practices in order to remain competitive in the marketplace.
- Identified new business opportunities through market research and analysis.
- Drafted proposals outlining product features and benefits for prospective customers.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Collaborated with team members to design customized products and services that fit the customer's requirements.
- Performed periodic reviews of client portfolios in order to identify areas requiring further attention or improvement.
- Monitored customer feedback to assess satisfaction levels and develop improvement plans accordingly.
- Reviewed financial statements, credit reports, and other relevant documents in order to assess creditworthiness.
- Assisted subordinate members with complex tasks or projects as needed.
- Analyzed customer data to identify areas of risk and potential opportunities for growth.
- Developed and managed a portfolio of existing clients to ensure long-term customer relationships.
- Resolved customer inquiries or complaints promptly and efficiently in accordance with established guidelines.
- Conducted regular meetings with customers to discuss their needs and provide tailored solutions.
- Ensured compliance with legal regulations, policies, and procedures related to banking operations.
- Participated in cross-functional teams dedicated to developing innovative solutions for customers' unique needs.
- Interacted with customers and worked closely to resolve issues.
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
- Cultivated relationships with customers by participating in meetings onsite and at client locations.
- Addressed inquiries from clients and department team members.
- Drove client satisfaction and kept lines of communication open to further business objectives through strong customer relationships.
- Coordinated approval or rejection of lines of credit
- Communicated with stockholders to provide information for reviews of limits and KYC.
- Analyzed competitors and market trends to facilitate business growth.
- To ensure the solutions we offer are within required policies and regulations.
- Represented the Head of Public Sector in Group Public Sector business strategy meetings (2021, 2023, 2024). The sessions were attended by other 8 Countries where ABSA Group operate ,
- Represented the Head of the Public Sector unit in different meetings, both internal and
- external.
Manager Customer Service
CRDB Bank PLC _ Holland House Br
Dar Es Salaam
06.2007 - 04.2012
- Monitored staff performance to ensure adherence to customer service standards.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Maintained accurate records of customers' interactions with the bank in order to provide better future services.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Maintained up-to-date knowledge of Bank products, services, pricing structures, promotions.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Conducted training and offered staff development opportunities to decrease process lags.
- Led team engagement to assist cross-functional departments and achieve goals.
- Explained benefits, features, and recommendations to maximize client retention.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Assigned work and monitored performance
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
Education
Certified Public Accountants (CPA) - Graduate -
National Board of Accountant And Auditors (NBAA)
Dar Es Salaam Tanzania11-2009
Associate Banker - Banking
Tanzania Institute of Bankers (TIOB)
Dar Es Salaam , Tanzania 06-2004
Bachelor of Commerce - Marketing
University of Dar Es Salaam
Dar Es Salaam , Tanzania11-2000
Skills
- Portfolio Management
- Analytical skills
- Customer engagement
- Sales management
- Portfolio management
- Communication and Presentation skills
- Team Training
Accomplishments
- Best Deal of the Year - Infrastruure Financing ( Railway) -2022
Certification
- Associate Banker (CPB)
Timeline
Senior Relationship Manager
Public Sector & Inst.Clients -NBC Bank
05.2012 - Current
Manager Customer Service
CRDB Bank PLC _ Holland House Br
06.2007 - 04.2012
- Associate Banker (CPB)
Certified Public Accountants (CPA) - Graduate -
National Board of Accountant And Auditors (NBAA)
Associate Banker - Banking
Tanzania Institute of Bankers (TIOB)
Bachelor of Commerce - Marketing
University of Dar Es Salaam
Similar Profiles
MOHITJIT SINGH KANWARMOHITJIT SINGH KANWAR
Banker Team Lead at PUBLIC SECTOR BANKBanker Team Lead at PUBLIC SECTOR BANK
ANADIKA ANADIKA null
Manager at Public Sector BankManager at Public Sector Bank
RAJU TAMANGRAJU TAMANG
Chief, Digital Banking Division at BankChief, Digital Banking Division at Bank