Scholastica D. Methusela
DSM
Summary
Seasoned Service Manager bringing 13 years experience in banking industry of which 10 years have been spent in service related roles, 4 of which in both service and Trade operations. Proficient in business practices, standards of operation and customer needs. A self driven person with passion for working with team in ensuring focus is on exceptional service delivery and customer retention.
Overview
14
14
years of professional experience
Work History
Trade Premier Service Manager
Standard Chartered Bank
05.2019 - Current
- Met with customers to discuss service needs and offer available solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved customer complaints in professional and timely manner.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed service reports to identify areas of improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Provide high-level overview of clients experience through conducting analysis in terms of their queries/requests and complaints.
- Running the Corporate Client experience forum as a Secretary of which i work with Management in addressing client key pain points and suggest solutions for better client experience.
- Assisting our Head of Trade to run unit Agenda for process simplification and unit product knowledge sessions
- Acting as Head of Trade on her leave absence of which i ensure, timely processing of client instructions, clients are attended per standards and controls are in place
Service Experience Manager
Standard Chartered Bank
12.2016 - 05.2019
- Cultivated positive rapport with fellow employees to boost company morale.
- Identified and communicated customer needs to to business and Head Client Service for improvements.
- Maintained professionalism by staying calm when addressing unhappy or angry customers.
- Monitored and analyzed calls and emails statistics (volumes,response times and resolution rate) to assess service efficiency and performance.
- Ensure the team complies with client confidentiality by reviewing maker checker before release of client emails
- Ensure governance and control is adhered to by the team and other stakeholders
- Ensure complaints are resolved per group agreed timelines and proper root cause analysis is done
Client Service Manager
Standard Chartered Bank
07.2016 - 11.2016
- Worked with the Head of Client Service and other mates towards creating customer support strategies to increase customer retention.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty. This was mainly through complaint proper root cause analysis
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Priority Banking Ops & Service Manager
Standard Chartered Bank
09.2014 - 06.2016
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managing priority centre operations (ensure customer instructions are being processed on timely manner) also controls are observed
- Attend to priority clients on behalf of Relationship managers and sort their issues end to end
- Ensure tellers are available and are attending client per the agreed services
- Ensure the priority centre is in a good shape to accommodate priority clients all the time
Remittances Officer
Standard Chartered Bank
03.2014 - 08.2014
- Approval of OTT(Outward Telegraphic Transfers) payment
- Preparation of BOT reports (Declaration of Outward payments)
- Attending queries on OTT from internal customers and STS(Straight through services) from HUB
- Attending on queries sent VIA swift from other banks
Central Remittance Unit Officer
Standard Chartered Bank
03.2013 - 02.2014
- Forex Items Processing
- Preparation of debit authorities
- Uplifting returned EFTS and any queries raised regarding incoming TTs
Credit Officer
Tanzania Postal Bank
05.2012 - 03.2013
- Dealing with Consumer Loan portfolio recovery strategies and follow-ups
- Delinquency reports preparation and presentation
Intern
Deloitte Consulting Limited
03.2012 - 04.2012
- Client: Serengeti Breweries: Consultation activities
Volunteer
SUKUKI EXNORA
03.2011 - 04.2011
- Company Overview: India
- Training natives about Solid Waste Management
- Taking part in preparation of SUKUKI EXNORA magazine
- India
Education
Masters - Business Administration
University of Dar Es Salaam
01.2017
Bachelor Degree - Accountancy
Institute of Finance Management
01.2011
Skills
- MS office
- Fluent in [ENGLISH AND SWAHILI]
- Operational efficiency
- Quality assurance
- Problem-solving
- Rapport building
- Verbal and written communication
- Customer service
- Policy and procedure enforcement
- Positive attitude
- Time management
- Training Skills
- Public Speaking Skills
Accomplishments
- Achieved 90plus % of the banks clients utilizing the digital platform for Trade products through clients and stakeholders engagements.
- Trained the entire bank on the process improvements initiatives that led to 57 plus process improvements ideas of which some resulted to save significant amount of money and others improved efficiency.
- I was part of facilitators in a successful Africa webinar regarding Introduction to Trade Finance of which around 200 clients were invited from 10 Africa Markets
Languages
English
Kiswahili
Trainingsseminarsprojects
Microfinance Entrepreneurship Project, Sanaa Group, Facilitator
Contactinformation
P.O BOX 76330, DSM
Timeline
Trade Premier Service Manager
Standard Chartered Bank
05.2019 - Current
Service Experience Manager
Standard Chartered Bank
12.2016 - 05.2019
Client Service Manager
Standard Chartered Bank
07.2016 - 11.2016
Priority Banking Ops & Service Manager
Standard Chartered Bank
09.2014 - 06.2016
Remittances Officer
Standard Chartered Bank
03.2014 - 08.2014
Central Remittance Unit Officer
Standard Chartered Bank
03.2013 - 02.2014
Credit Officer
Tanzania Postal Bank
05.2012 - 03.2013
Intern
Deloitte Consulting Limited
03.2012 - 04.2012
Volunteer
SUKUKI EXNORA
03.2011 - 04.2011
Bachelor Degree - Accountancy
Institute of Finance Management
Masters - Business Administration
University of Dar Es Salaam
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