Sandra Nawa
Lusaka
Summary
Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.
Overview
18
18
years of professional experience
1
1
Certification
Work History
RELATIONSHIP MANAGER - RM
ABSA BANK ZAMBIA PLC
06.2020 - Current
- Development of Business Relationships and portfolio management of key accounts
- Customer Service Management for chosen organisations
- Sales opportunity facilitation for branches with existing and new to bank organisations
- Facilitation and management of up-to-date Memorandum of Understanding with stakeholders
- Part of a team that contributed to the bank achieving and exceeding assets target under the Targeted Medium Term Refinancing Facility (TMTRF)
- Successful implementation of test and learn of lending to a Global Development Organization, Centre for Infectious Disease and Research in Zambia
RELATIONSHIP EXECUTIVE
BARCLAYS BANK ZAMBIA PLC
02.2018 - 05.2020
- Prospecting and recruitment of new customers in target markets with the right contribution to business
- Identify cross sale opportunities and introduction of leads to local corporate teams
- Proactively develop business relationships with local companies
- Installation of point-of-sale terminals and provision of on the ground training at customer premises
- Problem resolution for customers in relation to point of sale terminals
- Recognized as one of the outstanding performances of the bank and invited into the Managing Director’s club
- With an ability to paying attention to detail, I initiated an investigation of fraud in Point of Sale which later lead to the arrest of foreign nationals
- Nominated for a Shujaa award (An award of excellence)
ACTING TEAM LEADER – SETTLEMENTS AND PAYMENTS
BARCLAYS BANK ZAMBIA PLC
05.2017 - 07.2017
- Overseeing different card schemes settled and ensuring merchants payments are enacted
- Overseeing different card reconciliation
SETTLEMENTS OFFICIAL
BARCLAYS BANK ZAMBIA PLC
06.2015 - 05.2017
- Settlements of various card schemes namely VISA, MasterCard, AMEX and China Union Pay
- Rates Analysis
- Master Card Reconciliation
- Process improvement on processing of ADVs
CUSTOMER SERVICE CHAMPION
BARCLAYS BANK ZAMBIA PLC
05.2014 - 06.2015
- Complaints and queries resolution within stipulated guidelines
- Ensuring that service levels are adhered to
- Constantly sharing best practice on telephone etiquette
- MI reporting on complaints root cause analysis and coming up with ways to minimize recurrence
- Management of customer extracts and cards
- Customer visitation and relationship maintenance
- Product training to customers
- Merchants Point of Sale (POS) payments
CARD AND FRAUD ANALYST
BARCLAYS BANK ZAMBIA PLC
11.2013 - 05.2014
- Monitoring of Barclaycard merchants around the country to mitigate fraud
- Training of staff and merchants on Point of Sale
- Sourcing of new business leads
- Analysing prospective merchants on levels of risk
- Fraud report analysis
- Card scheme settlements
COMPLAINTS / SERVICE SUPPORT OFFICIAL
BARCLAYS BANK ZAMBIA PLC
09.2011 - 11.2013
- Product knowledge Training
- Customer complaint resolution within stipulated service level standards
- MI compilation and distribution to relevant stakeholders
- Video shooting featuring customers and colleagues on outstanding service rendered
- Monitoring of debit card levels in country to ensure service disruption is kept to a minimum
- Initiative driver on new ways to improve service levels in country
- Sourcing of leads on new accounts and provided to relevant stakeholders
CUSTOMER ADVISOR
BARCLAYS BANK ZAMBIA PLC
09.2007 - 09.2011
- Marketing of Bank products and meeting set targets
- Complaints and customer service official
- Balancing of cashier’s cash and vault cash
- Personal Banking in acting capacity
Education
Master of Business Administration -
Heriot-Watt University
10-2027
Bachelor of Business Administration - undefined
University of Namibia
12.2006
Skills
- Client Relationship Management
- Strategic Business Development
- Monitoring & Evaluation
- Sales Management
- Merchant Advising
- Client Support
- Effective Team Leadership
- Customer Complaint resolution
- Card Management
- Portfolio Management
- Stakeholder Engagement
- Strategic Marketing Planning
- Effective Business Communication
Certification
- Retail Lending- Moody’s Analytics
- Customer Service Experience- NJCbe
- Finance for Non-Finance Managers- CelSoft Global
- Enterprise Risk Management Framework- Absa Learning and Development
- Customer Service Management- Absa Learning and Development
- Know Your Customer KYC- Absa Learning and Development
- Anti-Money Laundering AML- Absa Learning and Development
- IT - Computer literate and competent user of Microsoft office
Reading
Who moved my cheese?
Eat that frog
Atomic habits
The 5am club
Languages
English
Advanced (C1)
Spanish
Beginner (A1)
French
Beginner (A1)
Afrikaans
Beginner (A1)
Nyanja
Upper intermediate (B2)
Timeline
RELATIONSHIP MANAGER - RM
ABSA BANK ZAMBIA PLC
06.2020 - Current
RELATIONSHIP EXECUTIVE
BARCLAYS BANK ZAMBIA PLC
02.2018 - 05.2020
ACTING TEAM LEADER – SETTLEMENTS AND PAYMENTS
BARCLAYS BANK ZAMBIA PLC
05.2017 - 07.2017
SETTLEMENTS OFFICIAL
BARCLAYS BANK ZAMBIA PLC
06.2015 - 05.2017
CUSTOMER SERVICE CHAMPION
BARCLAYS BANK ZAMBIA PLC
05.2014 - 06.2015
CARD AND FRAUD ANALYST
BARCLAYS BANK ZAMBIA PLC
11.2013 - 05.2014
COMPLAINTS / SERVICE SUPPORT OFFICIAL
BARCLAYS BANK ZAMBIA PLC
09.2011 - 11.2013
CUSTOMER ADVISOR
BARCLAYS BANK ZAMBIA PLC
09.2007 - 09.2011
Bachelor of Business Administration - undefined
University of Namibia
Master of Business Administration -
Heriot-Watt University
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