Violet .N. Shanzi
Lusaka
Summary
A highly motivated, Strategically-minded professional with 14 years proven track record in Relationship Management, Customer Value Management,Corporate Client Experience, Human Resources Management, Senior Executive Support, and Transactional Banking. Proficient in fostering strong client relationships, driving product success, and optimizing customer value. Adept at navigating complex organizational environments and leveraging cross-functional expertise to deliver impactful solutions. Skilled in Relationship Management, HR practices, Project Management, and Client-centric strategies. Seeking to apply diverse skill set to drive holistic business success in a dynamic professional environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Relationship Manager -Global Corporates
Absa Bank Zambia Plc
Lusaka
08.2022 - Current
- Maintain a high standard of operational controls including adherence to Risk Management Control Document (RMCD) Guidelines, KYC & STM procedures and other Bank policies
- Support Relationship Manager by actioning excess and Interest validation reports
- Provide support to Relationship Manager in connection with preparation, execution and perfection of security documentation
- Co-ordinate the preparation and execution of account opening related documentation including mandates and application forms
- Actively engagement the Treasury Department in the booking and administration of Customer Placement of funds and Assets booked on Front Arena (Treasury System)
- Collate Customer information on Service Performance for Relationship Managers (including volume of transactions and income)
- Ensure application of amendments to account details on borrowing limits, interest rates and commission charges after engagement with Relationship Managers
- Assist with preparation and update of Early Warning List customer records and participate in the Customer High –Medium/Low Risk Remediation exercise
- Act as liaison for Risk Management information purposes with Customers, Accountants, Solicitors and any other relevant people
- Ensure proper Segmentation codes are applied against assigned portfolio of Corporate Customers
- Ensure all accounts within portfolio are linked on CID and data held comply with Basel II standards
- Monitor and adhere to all Controls as per RCSA and Relevant policies evidenced through sign off of the Control dashboard and annual control plan.
- Ensure compliance with all applicable laws, regulations, policies and procedures.
- Identify opportunities to improve customer service processes and procedures.
- Monitor customer accounts for changes or irregularities in activity.
- I have developed relationships with clients through regular communication via phone, email, or other methods of communication.
- Provided administrative support to Relationship Managers, including scheduling meetings and preparing documents.
- Analyzed data from various sources to identify areas of improvement for the business unit.
- I actively support Relationship Managers in handling customer inquiries and resolving issues.
- I actively participate in strategy session formulation to develop solutions that meet client objectives.
- I Interface with vendors regarding product specifications and pricing details as required by customers' needs.
- I onboard new clients by providing guidance throughout the process.
- I coordinate with internal departments to ensure smooth delivery of services to clients.
- Respond to customer requests for information, forms, and materials in a timely manner.
- Generated sales leads by attending industry events and networking functions.
- Established strong client relationships to drive business development.
- I achieved client loyalty through quality, productivity, service and proactive management.
- I have built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- I deliver positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
- I Develop strategic plan for client relationships, proactively consult with senior individuals and anticipating needs.
- I Conduct comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.
- I monitor competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.
- I Conduct due diligence and fulfill compliance requirements, communicating with other departments to complete requests.
- I act with minimal direction in self-directed capacities to resolve issues and implement strategies.
- I lead sales planning, development and account management to grow existing accounts and establish new sales accounts.
Client Experience Manager
Absa Bank Zambia Plc
Lusaka
09.2019 - 12.2023
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved escalated customer complaints in a timely manner.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed customer feedback surveys to identify areas of improvement.
- Implemented processes for responding quickly to customer inquiries via phone, email, social media.
- Drafted reports outlining key insights from customer feedback surveys or focus groups.
- Designed strategies for improving the overall client experience across multiple channels.
- Developed and implemented client feedback surveys to assess customer satisfaction.
- Provided training to new staff on how to effectively handle customer service inquiries.
- Developed resources and tools for use by client service representatives when interacting with customers.
- Monitored customer service performance metrics, such as response time and resolution rate, to identify areas for improvement.
- Evaluated current methods used by staff when responding to inquiries from clients, then proposed changes as necessary.
- Collaborated with marketing team members on campaigns designed to boost customer engagement levels.
- Partnered with internal stakeholders to define marketing program requirements.
- Conducted regular meetings with customers to discuss their needs and preferences.
- Analyzed customer data to identify trends in product usage or dissatisfaction levels.
- Created and maintained relationships with key clients to ensure their loyalty and satisfaction.
- Worked closely with other departments in order to address any technical issues that could impact the user experience.
- Organized promotional events and activities aimed at increasing brand awareness among potential customers.
- Reported regularly on progress towards meeting goals related to enhancing the client experience.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delivered World class Customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Absa’s standard procedure and policy.
- Strived to continuously improve the levels of service, through Identification of key areas of concern as well as monitoring customer service and satisfaction.
- Proactively engaged clients within the portfolio to discuss service issues that they may be facing and draw up plans to resolve.
- Collaborated with specialists in Transactional Banking, Trade Finance and Treasury to enhance customer experience and increase uptake and usage of the Banks products.
- Undertook scheduled customer service visits for top clients on the portfolio and customer phone calls for the rest.
- Produced quality Complaints MI as per set schedule and drive service excellence through action tracking logs to help in the monitoring of customer service levels and satisfaction.
- Arranged or undertook product and Service presentations where appropriate.
- Provided information to Corporate Customers on new products and services being introduced by the Bank.
- Supported Relationship Manager in optimizing sustainable revenue growth through X-sell and upsell of the Banks products.
- Monitored leads and co-ordinate information for the Relationship Manager on overall portfolio.
- Developed understanding of the financial targets and key performance of the Relationship Managers portfolio.
- Developed Relationship account plans for customers including sales and contact strategy.
- Produced call reports in agreed format for all scheduled significant business meetings, these should be updated on sales force.
- Produce call reports in agreed format for all scheduled significant business meetings, these should be updated on sales force.
- Conducted research to identify potential new customers and maintain database of potential customers and existing customers.
- Identified priority customers using the Customer Prioritization Guidelines to assess their present and potential contribution.
- Resolved customer inquiries and complaints requiring management-level escalation.
EA to the Corporate Banking Director & Customer Service Support
Absa Bank Zambia Plc
Lusaka
05.2019 - 12.2022
- I managed the director’s diary and appointments, ensuring effective use of time and preparations of papers and information ahead of time.
- I acted as the main reference point in the presence and absence of the Director.
- I performed a wide variety of administrative duties took responsibility for monitoring of income and expenditure, processing and codding of invoices and expenses for the business.
- I performed a wide variety of administrative duties.
- I made travel arrangements and planned full itineraries, where necessary arranged travel facilities, visas, and medical requirements for the Director and the team.
- I provided line management support to the Director by facilitating administration of performance development, leave and absence management.
- I organized a wide range of meetings, functions, lunches, conferences for the business with both internal and external stakeholders.
- I manage colleague engagement programs and positively turned around the colleague experience for the corporate banking team.
- I ensured that all activities and duties are done in full compliance with regulatory requirements, working closely with the governance wings within and outside the business.
- I was a business development manager and ensured coordination and collation of monthly and quarterly strategic reports for strategic business reviews, board meetings.
- I ensured departmental deadlines are met for corporate activities and submissions.
- I provided service performance analytics from a customer’s perspective to the business leadership team.
- I supported with client communication on the Bank’s proposition and any changes that may have an effect on the relationship.
- Developed and presented new ideas and conceptualized new approaches and solutions.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Facilitated collaboration between teams by encouraging open communication channels.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Collaborated with senior leadership to set long-term objectives for the company.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Identified opportunities for improvement in operational performance metrics.
- Managed budgeting and financial planning processes for the organization.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
- Generated reports to review data and issue corrective actions for improvements.
- Supported work-life balance to improve staff morale.
- Served as a public spokesperson at industry events or conferences.
- Partnered with staff to create professional development plans to support personal and business growth.
- Reviewed internal reports and identified areas of risk or potential cost savings.
- Prepared presentations for board meetings summarizing key developments within the company.
- Monitored market conditions and competitor activities to inform business decisions.
- Built strong referral network to generate new business opportunities.
- Prepared staff work schedules and assigned team members to specific duties.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Acting Human Resource Advisor
Barclays Bank Zambia Plc
Lusaka
04.2013 - 09.2013
- Running with the pre-start and post start screening of candidates as per people screening policy
- On boarding of candidates on Taleo (Barclays HR recruitment System)
- Sending correspondence to regretted staff on Taleo System
- Preparation of monthly registers and obtaining approvals for submission to the Lead Generators performance team (Retail department)
- Arranging interview schedules and contacting interviewees
- Receiving recruitment requests, role profiles, sanction forms from HRBPs and acting accordingly
- Assisting in the implementation and management of Human Resources matters in line with the Bank’s strategic vision
- Undertaking all administrative requirements covering recruitment e.g
- Opening files, arranging medicals, issuing offers and regret/decline letters
- Managing Employee personnel records both on HR system and the Registry
- Interpreting human Resources Policies, Procedures, agreements and Employee Benefits
- Raising non bulk BSS input forms such as hires, exits etc
- Managing all Monthly payroll inputs as per deadlines under supervision of senior HR staff
- Maintenance of Lead Generators files /Registry/ paper records in a controlled and efficient environment
- Ensuring the contents in the LG files meet the minimum agreed standards
- Ensuring leavers checklists are done for LG separating from the business and properly filed
- Archiving files and documents that need to be archived
- Establishing document retention periods and ensuring that staff records are archived as per bank’s guidelines
- Maintaining the register for all HR document archived records and keeping records up to date
- Signing-off any HR staff requests for documentation.
Human Resource Assistant
Barclays Bank Zambia Plc
- 10.2010
- Providing administrative Assistant to HR team in country
- I also ensured that: There is a controlled and efficient environment around the maintenance of the LG staff files, leaver’s database and other paper records held in HR concerning Lead Generators
- Filing is up to date
- Contents in the LG files meet Minimum agreed standards
- There is Controlled access to the Registry
- I provided customer service to members of staff in areas of expertise where required on LG issues
- All LG Correspondences are dealt with i.e
- Responding to letters on grievances, references terminations and resignations etc
- New recruits are booked on to next induction training
- All HR governance and controls relating to recruitment process are adhered to
- There is sign off any HR staff requests for documentation
- I Archived files and documents that need to be archived
- Snap checks are undertaken as signed by HR Policy and Governance Manager
- I Organized /coordinated meetings.
Retail Support
Barclays Bank Zambia Plc
Kitwe
10.2013
- Responsible for all branch back-office administrative work
- Checking and authorization of all transactions above cashiers transactions limits
- Resolving queries escalated by cashiers and inquires advisors
- Preparing of medical and other bills and ensuring that all the vendors are paid.
Customer Retention Team Leader / CLM
Barclays Retail Liabilities Department
- Managing the country strategy on customer experience and retention from Formulation to implementation and review
- Oversee the country customer value management strategy by driving acquisition, product cross sale, up-sell, usage, and value adding services such as digital channels and churn management
- Ensuring that all activities around customer retention are carried out in full compliance with regulatory requirements, Bank operational Risk Framework and internal Policies and Standards
- Provide customer intelligence information to the business by collecting and analyzing information about customers for strategic sales and retention decisions
- Design campaign management and monitoring mechanisms responsibilities
- Drive the country customer life-cycle agenda
- Reduce drop-off rates, devising new and creative ways to improve business engagements with customers In order to drive a more customer centric culture
- Drive enhanced customer relationship management among sales staff using structured conversations and tool
- Engage with the branch network in order to drive customer acquisition, retention and drive balance sheet growth
- Formulate and implement business strategy to ensure enhanced customer relationship building and loyalty
- Monitor customer engagements and quality of conversations by sales teams and provide the necessary guidance
- Addressing Customer sales and Product and transactional processing requirements, in accordance with set procedures, to ensure that customers receive an exceptional service
- Conduct training to internal customer facing areas, e.g
- Contact Centre, branch, etc
- And to other business units
- Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice etc., sharing it with colleagues and applying it to day-to-day operations
- Maximizing effective customer interactions, understanding customer's goals, promoting the full range of Barclays' products, and continuously developing long-term loyalty to the brand.
Retail Support
Barclays Bank Zambia Plc
Mutaba
- Responsible for all branch back-office administrative work
- Checking and authorization of all transactions above cashiers transactions limits
- Resolving queries escalated by cashiers and inquires advisors
- Preparing of medical and other bills and ensuring that all the vendors are paid.
Product Assistant Consumer Lending
Barclays Bank Zambia Plc
- Product development
- Portfolio management
- Sales management.
Product Assistant Digital Channels
Barclays Bank Zambia Plc
- Product development
- Portfolio management
- Sales management.
Acting Product Assistant-Liabilities
Barclays Bank Zambia Plc
- Product development
- Portfolio management
- Sales management.
Education
Diploma - Organizational Leadership
Duke Corporate Corporate Education
South Africa12-2023
Diploma - Ministerial Studies - Theology
Rhema Bible Training Centre
Lusaka11-2022
Bachelor of Arts - Human Resource Management
Copper Belt University
Copperbelt - Zambia09-2016
Diploma - Human Resources Management
Evelyn Hone College
Lusaka07-2010
High School Certificate -
Raphael Kombe Girls High School
Kabwe 12-2004
Skills
- Experienced specialist in customer value management – CVM, with in-depth practical understanding of customer life-cycle management, customer loyalty management, marketing campaign management, customer analytics and segment growth management
- Skilled in customer relationship management (CRM), customer retention management, customer analytics, business case formulation, campaign management, performance management, promotion of product acquisition, Product usage and value growth management
- Excellent data mining and analytical skills
- Business and strategic planning
- Team management
- Marketing, Sales and Revenue Generation
- Customer service strategy development
- Fluent in English
- Client Acquisition
- Relationship Building and Management
- Excellent Communication
- Critical Thinking
- Consultative Selling
- Financial Acumen
- Performance Analysis
- Risk Mitigation
- Analytical Problem Solving
- Attention to Detail
- Written and Verbal Communication
- Public Speaking
- Creative Mind
- Customer Relationship Management
- Schedule Management
- Business Development
- CRM Proficiency
- Product Expertise
Attributes
- Self-Driven, Professional, Analytical, Very Creative and has Integrity
- Great Leadership Skills
- A natural people person
- Critical Thinker
- Data Analytics
- Negotiation Skills
- Strong organizational skils
- Writing & Administrative Skills
- Attention to detail, performance driven and well-spoken.
- Effective team player with excellent communication and interpersonal skills.
- Proven achiever with a strong work ethic and drive to succeed.
- Excellent delivery of given tasks
- Great problem solving skills
- High level of initiative
References
Mr. Milupi Itwi
Head of Client Coverage
Stanbic Bank Zambia
P.O Box 31955, Lusaka
Mobile: +260-974-757-518
Email: ItwiM@stanbic.com
______________________________
Mrs Constance Kasase Chitoshi
Country HR Manager
Alliance One
Lusaka
Mobile: +260-977-624-196
______________________________
Mr. Brian Kalero
Corporate Banking Director
Absa Bank Zambia Limited
P.O Box 31955, Lusaka
Mobile: +260-977-871-233
Email: Brian.Kalero@absa.africa
Affiliations
- I am the founder and CEO of a Christ Centric and Purpose driven movement that focuses on youth and women known as Singles Marathon Zambia. I support them with finding their purpose and attaining both spiritual and mental fitness through creative ministry.
- I was among the top 5 ted-talk speakers during my leadership training with the illustrious Rhodes University.
- I was honored by Rhodes University and conferred an inspirational leader badge
- During my high school days, I was the Vice Head Girl and Scripture Union chairperson for my school Raphael Kombe Girls High School.
- I was later appointed as Scripture Union District Deputy Chairperson - Central Province
Certification
- Affiliate Member of the Zambia Institute of Human Resources Management
Timeline
Assistant Relationship Manager -Global Corporates
Absa Bank Zambia Plc
08.2022 - Current
Client Experience Manager
Absa Bank Zambia Plc
09.2019 - 12.2023
EA to the Corporate Banking Director & Customer Service Support
Absa Bank Zambia Plc
05.2019 - 12.2022
Retail Support
Barclays Bank Zambia Plc
10.2013
Acting Human Resource Advisor
Barclays Bank Zambia Plc
04.2013 - 09.2013
Human Resource Assistant
Barclays Bank Zambia Plc
- 10.2010
Customer Retention Team Leader / CLM
Barclays Retail Liabilities Department
Retail Support
Barclays Bank Zambia Plc
Product Assistant Consumer Lending
Barclays Bank Zambia Plc
Product Assistant Digital Channels
Barclays Bank Zambia Plc
Acting Product Assistant-Liabilities
Barclays Bank Zambia Plc
Diploma - Organizational Leadership
Duke Corporate Corporate Education
Diploma - Ministerial Studies - Theology
Rhema Bible Training Centre
Bachelor of Arts - Human Resource Management
Copper Belt University
Diploma - Human Resources Management
Evelyn Hone College
High School Certificate -
Raphael Kombe Girls High School
- Affiliate Member of the Zambia Institute of Human Resources Management
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