Muchimba Lukozu
Lusaka
Summary
Dynamic banking professional with extensive experience at Stanbic Bank, excelling in customer service and team leadership. Proven track record in enhancing operational efficiency and driving growth through strategic decision-making and staff development. Skilled in risk management and process improvement, fostering a culture of excellence and compliance within the organization.
Overview
19
19
years of professional experience
Work History
Manager South, ATM and Cash
Stanbic Bank
05.2023 - Current
- Managed daily operations to ensure compliance with banking regulations and policies.
- Led team in delivering exceptional customer service, enhancing client satisfaction ratings.
- Developed and implemented process improvements, increasing operational efficiency and workflow productivity.
- Trained and mentored junior staff, fostering professional growth and knowledge sharing within the team.
- Ensure visibility and accessibility of ATMs and CDMs to customers to ensure customers have access to funds.
- Analyzed financial reports to identify trends and provide strategic recommendations for business growth.
- Monitored performance metrics to ensure adherence to organizational goals and standards.
- Collaborated with cross-functional teams to optimize resource allocation and project outcomes.
Branch Manager
Stanbic Bank
01.2021 - 04.2023
- Led branch operations to enhance customer service and operational efficiency.
- Developed and implemented sales strategies to achieve growth targets.
- Oversaw team performance, providing mentorship and training for skill enhancement.
- Ensured compliance with banking regulations and internal policies to mitigate risks.
- Managed customer relationships, resolving issues promptly to maintain satisfaction levels.
- Streamlined processes through continuous improvement initiatives, increasing overall productivity.
- Collaborated with senior management to align branch objectives with organizational goals.
Transaction Risk Officer
Stanbic
08.2015 - 01.2021
- Developed risk assessment frameworks to identify and mitigate potential financial exposures.
- Conducted comprehensive reviews of compliance protocols to ensure adherence to regulatory requirements.
- Collaborated with cross-functional teams to implement risk management strategies across the organization.
- Analyzed market trends to inform strategic decision-making and enhance risk mitigation plans.
- Led training sessions for staff on best practices in risk identification and management techniques.
- Managed internal audits to evaluate effectiveness of existing risk controls and recommend improvements.
Asset Custodian
Stanbic Bank
01.2011 - 12.2015
- Maintained cleanliness and organization of bank facilities to enhance customer experience.
- Conducted routine inspections to identify maintenance needs and ensure safety compliance.
- Operated cleaning equipment effectively, ensuring optimal performance and longevity.
- Trained new custodial staff on best practices and safety protocols for efficient operations.
- Implemented waste management strategies, promoting sustainability within the workplace environment.
- Managed the Cash Assets of the Bank to ensure compliance and availability to customers
Customer Service Consultant
Stanbic Bank
01.2008 - 12.2011
- Delivered exceptional customer support via multiple channels, enhancing client satisfaction and loyalty.
- Resolved complex inquiries efficiently, leveraging product knowledge to provide accurate information.
- Trained new team members on customer service protocols and best practices, ensuring consistent service delivery.
- Implemented process improvements that streamlined operations and reduced response times for customer inquiries.
- Collaborated with cross-functional teams to address customer feedback, driving enhancements in service offerings.
- Managed escalated issues effectively, maintaining professionalism under pressure while achieving resolutions.
- Cross Selling to increase customer awareness on Bank Products
Bank Teller
Stanbic Bank
08.2006 - 01.2008
- Processed customer transactions accurately and efficiently, ensuring a seamless banking experience.
- Assisted customers with account inquiries, providing prompt and knowledgeable support.
- Implemented cash handling procedures, maintaining compliance with bank policies and regulations.
- Resolved customer issues by identifying needs and recommending suitable banking products.
- Collaborated with team members to enhance service delivery and operational efficiency.
- Monitored daily cash levels, ensuring optimal availability for customer transactions.
- Identify Cross Selling oportunities
Education
Bachelor of Arts - Education
University of Zambia
Lusaka01-2004
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
Walking, Camping, Art and Crafts, Music and learning new cultures
Walking, Camping, Art and Crafts, Music and learning new cultures
Languages
English
Intermediate (B1)
German
Intermediate (B1)
French
Intermediate (B1)
Timeline
Manager South, ATM and Cash
Stanbic Bank
05.2023 - Current
Branch Manager
Stanbic Bank
01.2021 - 04.2023
Transaction Risk Officer
Stanbic
08.2015 - 01.2021
Asset Custodian
Stanbic Bank
01.2011 - 12.2015
Customer Service Consultant
Stanbic Bank
01.2008 - 12.2011
Bank Teller
Stanbic Bank
08.2006 - 01.2008
Bachelor of Arts - Education
University of Zambia