ROSEMARY RAPHAEL
Dar Es Salaam
Summary
Dynamic manager with a proven track record at Stanbic Bank Tanzania, excelling in customer service and strategic planning. Successfully led Salesforce adoption initiatives, enhancing team productivity and engagement. Skilled in complex problem-solving, I fostered strong stakeholder relationships, driving impactful changes that optimized client experiences and increased digital platform utilization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager,Behaviour Economics & Entrenchment
Stanbic Bank Tanzania
02.2025 - Current
- Collaborated with Marketing to designed customer communication templates(Emailers) related to Transactions,Digital registration and utilization to nudge clients to utilize our digital platforms and increase deposits.
- Currently working closely with key stakeholders to address client pain points within the Customer Journey project, designed to deliver solutions that optimize client experience and create tangible value.
- I established and maintained relationships with Key stakeholders through active engagement to deliver on strategic objectives
- Coordinated with Data scientist to check Customer behavior in relation to transactions,status and digital utilization aiming at entrenching clients that are inactive or dormant
Manager, Salesforce Success
BCB,Stanbic Bank Tanzania
04.2023 - 11.2024
- Drove change management activities for new projects, functionalities and features. I have handled 6 salesforce projects related to various departments
- Drove Adoption and value metrics across teams in relation to the salesforce platforms.
- Coordinated with Leaders to bring awareness and desire for stakeholders to utilize salesforce platform
- Coordinated with Group COE and Vendors to collaborate and get the businesses ready for implementations as well as drive best success practices
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Conducted Roadshows and training to Branches and Voice Branch to bring more awareness about trailhead and salesforce platforms and their benefits. This led to successful Implementation of case management on salesforce
- Conducted Trailhead campaign of which was very successful as stakeholders started learning through trailhead of which they became Rangers,Double,triple and four star rangers.
Team Leader, Investor Services
Operations, Stanbic Bank Tanzania
01.2018 - 03.2023
- Ensured safe custody of clients holdings and conducted reconciliation on daily daily bassis.
- Engineered different automations and Integrations of which improved efficience, productivity and client Experience.
- Participated in major global clients pitching to take on the custodianship of their assets.
- Actively participated in EAC integration of platforms of which would enable 5 EAC countries to trade stocks with each other.
- Ensured timely trade settlements and corporate actions
- Ensured daily search from various sources(News papers,DSE, companies website etc) for any event that would affect our Investors decision on their holdings
- Ensured year on year expectations were met during client visits for Due diligence.
- Ensured that i provided top notch registrar services to our clients and followed through for the invoicing and chasing for payment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Senior Payment Officernward Payment Officer
Operations,Stanbic Bank Tanzania
11.2016 - 02.2018
- I successful processed OTT & ITT telegraphic transfers, Domestic transfers(RTGS), BOL and drafts.
- Acting on Team leader role of checking transactions before they are released and handling calls,enquires issues related to payments
- Handling queries, recall of funds, sending tracers and forwarding queries that require costumer response to service team
- Complied with established procedures when approving or rejecting Payments.
- Reconciliation and checking that all that are in release queue are released by end of day
- Maintained team productivity by efficiently ensuring that they meet their daily target of capturing.
Payment Officer
Operations,Stanbic Bank Tanzania
06.2013 - 02.2016
- I successful processed OTT & ITT telegraphic transfers, Domestic transfers(RTGS), BOL and drafts.
- Actively participated in major system enhancements and projects. Systems that I have been apart of Finacle,Exim Bills,CIMs
Customer Service Consultant
Operations,Stanbic Bank
03.2011 - 05.2013
- I handled various tasks including receipt of telegraphic transfers from clients, conducting due diligence on the transfer and scanning to payments team for processing
- Developed strong relationships with clients by consistently exceeding expectations in handling requests,queries or inquiries.
- participated in the process of moving from manual transfer workflows with the more efficient CIMs system
- Increased client retention through exceptional service and timely solutions to issues.
Customer Service Consultant
Main Branch,Stanbic Bank
09.2010 - 03.2013
- I managed a variety of customer requests, including cheque book requisitions, ATM card ordering and issuance, cheque deposits, and the provision of bank statements and balance inquiries.
- Actively engaged in sales activities to promote bank products and services
- Developed strong relationships with clients by consistently exceeding expectations in handling queries.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Teller
Main Branch,Stanbic Bank
08.2008 - 09.2010
- I handled a wide range of transactions, including cash deposits and withdrawals, check deposits, travelers checks, bills of exchange, and multi-currency processing.
- My responsibilities also encompassed daily balancing and reconciliation of transactions
- cross-selling bank products and services
Education
Masters In Business Administration - Corporate Management
Mzumbe University
Dar Es Salaam 12.2013
Bachelor Of Commerce - Corporate Finance
University of Dar Es Salaam
Dar Es Salaam 12.2008
Advanced Level Certificate Of Secondary School - HGE
Weru Weru Secondary School
Moshi2005
Ordinary Level Certificate Of Secondary Education -
St Francis Secondary School
Mbeya2002
Primary Education -
Chem Chem Primary School
Rukwa1998
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Relationship building
- Strategic planning
- Operations management
- Project management
- Cross-functional teamwork
- Customer relationship management (CRM)
Certification
- Capital Market Securities Investment
- Dealer from Dar Es Salaam stock exchange
- Change & Adoption salesforce award
Interests and Hobbies
- Reading,Watching Movies,Dancing,Going to the beach, teaching kids
- Becoming Successful in whatever Venture I'm involved in
Languages
Swahili
English
REFEREES
Andrew Mgunda
Head, Investor Services
Stanbic Bank Tanzania
P. O. Box 72647
Dar es Salaam
Tanzania.
Tel: +255(0) 767 224765
Email: andrew.mgunda@stanbic.co.tz
David Makundi
Lead, CIB Operation
Stanbic Bank Tanzania
P. O. Box 72647
Dar es Salaam
Tanzania.
Tel: +255(0) 713 832353
Email: david.makundi@stanbic.co.tz
Nancy Kiiza
Accountant,
WWF-Tanzania
Box 63117,
Dar es Salaam.
Tel: +255(0) 714 769820
Email: nancykiiza@gmail.com
DECLARATION
I, the undersigned, certify to the best of my knowledge and belief that this information correctly describe my qualifications, experiences and myself.
Timeline
Manager,Behaviour Economics & Entrenchment
Stanbic Bank Tanzania
02.2025 - Current
Manager, Salesforce Success
BCB,Stanbic Bank Tanzania
04.2023 - 11.2024
Team Leader, Investor Services
Operations, Stanbic Bank Tanzania
01.2018 - 03.2023
Senior Payment Officernward Payment Officer
Operations,Stanbic Bank Tanzania
11.2016 - 02.2018
Payment Officer
Operations,Stanbic Bank Tanzania
06.2013 - 02.2016
Customer Service Consultant
Operations,Stanbic Bank
03.2011 - 05.2013
Customer Service Consultant
Main Branch,Stanbic Bank
09.2010 - 03.2013
Teller
Main Branch,Stanbic Bank
08.2008 - 09.2010
Masters In Business Administration - Corporate Management
Mzumbe University
Bachelor Of Commerce - Corporate Finance
University of Dar Es Salaam
Advanced Level Certificate Of Secondary School - HGE
Weru Weru Secondary School
Ordinary Level Certificate Of Secondary Education -
St Francis Secondary School
Primary Education -
Chem Chem Primary School
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