GRACE MAINA

Operations analyst

• Deal with all legal compliance regulatory and act as the primary legal analyst.
• Prepare instructions to lawyers on legal charges, takeovers, discharges, legal undertakings, bank attorney sign offs, client due diligence and KYC verifications.
• Conduct periodic reviews of first line defense controls to ensure alignment with current rules and support regulatory focused projects
• Collaborate with relationship and portfolio managers to prevent conflict of interest and knowledge sharing with colleagues.
• Draft and review legal documents and highlight key issues, ensuring transactions meet regulatory requirements as stipulated KYC policies, internal compliance rules.
• Provide operational support to sales team and training on securities/collaterals for secured lending.
• Coordinated customer credit information with the loan officers to comply with the bank credit standards
• prepare, implement and ensure the accuracy of the mortgage related documentations and other legal documentations.
• Maintain the weekly report of outstanding cases with the lawyers and provide it to the management for effective followups.
• Collaborate with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
• Manage multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
• Reduced risk exposure by conducting thorough risk assessments and developing mitigation strategies.
• Actively participate in strategic planning meetings, contributing valuable input towards setting departmental objectives.

• Created and maintained member account profiles of customers on front Arena
• Fx Trades Confirmation and affirmation
• Maintained friendly and professional customer interactions with relationship managers and Fx Clients.
• Prepared and collated daily Mi on FX transactions to senior management for reviews.
• Liaised with MLRO, Compliance team, senior managers , branch managers and other departments as part of KYC process to ensure compliance with AML standards and regulatory requirements
• Trained colleagues on AML/KYC workflow process to ensure compliance with regulator.
• Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
• Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
• Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
• Reduced risk exposure by conducting thorough risk assessments and developing mitigation strategies.

• Reviewing all customer survey reports e.g., mystery shopping, mis-selling and recommend appropriate actions to fix the issues/gaps.
• worked as a teller and handled the cash transactions including deposits, withdrawals and checks.
• Provided exceptional support during peak periods or staff shortages, maintaining high levels Service and productivity.
• Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
• Boosted sales revenue with upselling techniques and comprehensive product knowledge.
• Participated in cross-functional projects aimed at improving overall company performance and customer experience.

• Analyzed financial statements to help prepare and assess credit applications as well as input certain key information such as judgmental information to develop strategic financial planning solutions
• Maintained friendly and interactive relationship with the retail and corporate customers.
• Created and maintained the loan reports with the compiled database of loan applicants and their credit information.
• Maintained strict confidentiality of client information and bank records.
• Reviewed and analyzed the comparative financial position of the company.
• Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
• Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
• Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
• Reduced average call handling time through efficient problem diagnosis and resolution techniques.
• Established strong relationships with clients, leading to repeat business and positive feedback.
• Mentored junior staff members to improve their knowledge of company policies, products, and services.

• Receiving and withdrawing cash and checks
• Collected revenue, vault and ATM cash and controlled stationery reconciliation
• Completed timely and efficient administrative functions i.e., receiving and sorting mail, preparing packages for delivery and scanning documents
• Managed and provided leadership and motivation to 15 cashiers, leave management, productivity and providing a positive customer experience.
• Continuously sought opportunities for personal development through ongoing training programs.
• Maintained high-quality service standards, ensuring positive customer feedback.
• Boosted sales revenue with upselling techniques and comprehensive product knowledge.

• Developed comprehensive training programs for new staff members, improving overall team performance.
• Conducted thorough site assessments to identify potential issues and recommend corrective actions.
• Coordinated logistical support for field operations, including venue procurement and transportation arrangements.
• Optimized work schedules to accommodate project deadlines, ensuring timely completion of tasks.
• Improved project efficiency by streamlining communication channels and organizing team meetings.
• Supported the development of proposals for new projects, showcasing company capabilities and highlighting past successes.
• Enhanced team productivity with effective delegation and clear task assignment.
• Ensured compliance with safety regulations through regular audits and staff training sessions.
• Collaborated with cross-functional teams to develop innovative solutions for complex project challenges.