Violet Shanzi Mutende
Relationship Management/ Customer Value Management & HR enthusiast
Lusaka
Summary
A highly motivated business manager with 12+ years' experience in the financial services industry spanning across People Management, Customer Value Management, Retail Liability & Digital Product Management, Retail Branch Support, Corporate Banking and Corporate Client Solutions delivery Management. Experienced in people management and implementation of service delivery framework and controls in an agile environment. Experienced in delivery of strategic business solutions, evaluation of client value proposition and product business cases, and reporting with a focus on driving business strategy and achieving results.
Overview
13
13
years of professional experience
Work History
Assistant Relationship Manager
Absa Bank Zambia Plc
09.2022 - Current
- Communicate regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Develop and cultivate lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Worked with clients to address and respond to client and partnership management issues.
- Monitor issues carefully and reach out to customers to provide immediate resolution and maintain satisfaction.
- Generate new business and referral clients in partnership with financial advisors and branch team.
- Assist customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Utilize prospecting techniques to identify potential clients and create opportunities to sell financial services.
- Support end-to-end credit management process, submitted complete loan documentation and supported credit originations for credit compliance.
- Coordinate with finance global network and other departments and ensure effective performance.
- Supervise allotted account portfolios and ensure excellent customer service and assist in minimizing of financial risk.
- Prepare management reports for various industry studies and identify appropriate market opportunities.
- Analyze all business objectives and ensure achievement of all product mix for all relationships with customers.
- Analyze clients' requirements and manage all client communication and counseling for customers and prepare required documentation.
- Participate in sales planning initiatives and design appropriate relationship plans to generate new business throughout-marketing calls, promotions, and presentations.
- Administer all work and ensure compliance to all guidelines, sales process, and standards to ensure effective inspections.
- Provide excellent customer service and assist to open new accounts for clients and maintain necessary documents for all operations and maintain effective relationships with clients.
- Assist bankers to arrange credit facility, participate in client meeting and prepare marketing materials for new clients and prospective clients.
- Supervise and administer work of Assistant Relationship Management in loan underwriting, loan packages, portfolio monitoring, and business development.
- Assist relationship manager and portfolio manager in portfolio management, credit renewal packages.
- Analyze financial statements of new customer and evaluate all loan documents.
- Maintain knowledge on all bank products, credit standards, services and trends and provide efficient customer services.
- Participate in various business development calls with senior officials and develop efficient credit proposals and structure for same.
- Coordinate with senior officers in business plan development, prepare credit packages and perform credit analysis and provide update for call lists..
Executive Assistant & Customer Service Support
Absa Bank Zambia Plc
05.2019 - 09.2022
- I supported revenue top growth through implementing a sustainable and differentiated customer service framework for corporate clients.
- I Provided service performance analytics from a customer's perspective to the business leadership team.
- I was the go-to for regular communication with clients on the Bank's proposition and any changes that may influence the relationship.
- I provided quality complaint and query handling for Corporate Banking clients and effective root cause analysis.
- I managed the director's diary and appointments, ensuring effective use of time and preparations of papers and information in advance.
- I acted as the main reference point in the presence and absence of the Director. Assessed priorities, responded to/ resolved a wide range of queries, channeling to the appropriate areas.
- I supported in budget management and took responsibility for monitoring of income and expenditure, processing and codding of invoices and expenses.
- I performed a wide variety of administrative duties
- I made travel arrangements and accommodation, planning full itineraries, where necessary arrange travel facilities, visas, and medical requirements.
- 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 etc. both at internal and external venues which may involve influential contacts both in-country and externally.
- I managed colleague engagement programs and devised people management strategies for Corporate Banking.
- I ensured that all activities and duties are done in full compliance with regulatory requirements.
- I supervised coordination and collation of monthly and quarterly strategic reports for strategic business reviews, board meetings etc. ensuring departmental deadlines are met for corporate activities and submissions.
- 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 influence the relationship.
- i ensured effective complaints and query root cause analysis for Corporate Banking clients.
Customer Retention Team Leader / CLM – Barclays Re
Barclays Bank Zambia Plc
01.2017 - 05.2019
- Managed the country strategy on customer experience and retention from Formulation to implementation and review.
- Supervised 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.
- Ensured that all activities around customer retention are carried out in full compliance with regulatory requirements, Bank operational Risk Framework and internal Policies and Standards.
- Provided customer intelligence information to the business by collecting and analyzing information about customers for strategic sales and retention decisions.
- Designed campaign management and monitoring mechanisms responsibilities.
- Drove the country customer life-cycle agenda.
- Supported in the reduction of drop-off rates, devising new and creative ways to improve business engagements with customers to drive a more customer centric culture.
- Drove enhanced customer relationship management among sales staff using structured conversations and tool.
- Engaged with the branch network to drive customer acquisition, retention, and drive balance sheet growth.
- Formulated and implemented business strategy to ensure enhanced customer relationship building and loyalty.
- Monitored customer engagements and quality of conversations by sales teams and provided the necessary guidance.
- Addressed Customer sales and Product and transactional processing requirements, in accordance with set procedures, and ensured that customers receive an exceptional service.
- Conducted training to internal customer facing areas, e.g., contact Centre, branch, etc. and to other business units.
- Maintained 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.
- Maximized 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
Barclays Bank Zambia Plc
10.2013 - 12.2016
- 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.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and maintained courteous and effective working relationships.
- Served customers and followed outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
- Improved operations through consistent hard work and dedication.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Human Resource Advisor
Barclays Bank Zambia Plc
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
- Reviewed human resources paperwork for accuracy and completeness.
- Coordinated employment offers with management and extended offers to selected candidates.
- Orchestrated strategic recruitment approaches to engage talented and highly qualified candidates.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
Retail Support
Barclays bank Zambia Plc
06.2012 - 03.2013
- 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
Product Assistant Consumer Lending
Barclays Bank Zambia Plc
01.2012 - 06.2012
- Product development
- Portfolio management
- Sales management
Product Assistant Digital Channels
Barclays Bank Zambia Plc
07.2011 - 12.2011
- Product development
- Portfolio management
- Sales management
Product Assistant-Liabilities
Barclays Bank Zambia Plc
10.2010 - 06.2011
- Product development
- Portfolio management
- Sales management
Human Resource Assistant
Barclays Bank Zambia Plc
12.2009 - 10.2010
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Organized new employee orientation schedules for new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Provided administrative Assistant to HR team in country.
- I also ensured that here was a controlled and efficient environment around the maintenance of the Lead Generator staff files, leaver's database and other paper records held in HR concerning Lead Generators.
- Ensured that filing is up to date.
- Ensured Contents in the Lead Generator files meet Minimum agreed standards.
- Ensured that there is controlled access to the Registry
- I provided customer service to members of staff in areas of expertise where required on Lead Generator issues.
- Ensured that all Lead Generator correspondences are dealt with i.e., responding to letters on grievances, references terminations and resignations etc.
- Ensured that new recruits are booked on to next induction training.
- Ensured that all HR governance and controls relating to recruitment process are adhered to.
- Ensured that there is sign off any HR staff requests for documentation.
- I archived files and documents that needed to be archived.
- Ensured that snap checks are undertaken as signed by HR Policy and Governance Manager
- I organized /coordinated meetings
Education
Diploma - Ministerial Studies
Rhema Bible Training Centre
Lusaka Zambia, Zambia11.2022
Bachelor of Arts - Human Resources Management
Copperbelt University
Kitwe, Zambia09.2016
Diploma - Human Resources Management
Evelyn Hone College of Applied Arts & Commerce
Lusaka, Zambia02.2010
High School Certificate - Full Grade 12 Certificate
Raphael Kombe Girls High School
Kabwe, Zambia2004
Skills
- Active listening skills
- Effective verbal and non-verbal communicator
- Social awareness ,self-management & accountability
- Vendor Relationship Development
- Proficient in Financial Acumen
- Staff Recruitment and Hiring
- Prioritizing and Business Planning Staregist
- Customer Service
- Critical Thinking
- Excellent data mining and analytical skills
- Team management
- Excellent Relationship Management Skills
Accomplishments
I am a founder and CEO of a purpose driven christian and Christ centric movement for young people (Male & Female) and women called Singles Marathon Zambia whose purpose is to positively impact lives and helps individuals discover their God ordained purpose.
Affiliations
Affiliate member of the Zambia Institute of Human Resource Management (ZIHRM) certificate number AFF5379
Languages
English
Advanced (C1)
References
Mr. Milupi Itwi
Head of Client Coverage
tanbic Bank Zambia
P.O Box 31955, Lusaka
Cell: +260-974-757- 518
Email: ItwiM@stanbic.com
Constance Kasase
Retention Manager
Absa Bank Zambia Manager
P.O Box 31936, Lusaka, Zambia
Email: Constance.Kasase@absa.africa
Cell: +260 - 977 - 624 -196
Mr. Muteka Mudenda
Head of Debt
Absa Bank Zambia Limited
P.O Box 31936, Lusaka, Zambia
Cell: +260-0967- 493-263
Email: Muteka.Mutenda@absa.africa
Timeline
Assistant Relationship Manager
Absa Bank Zambia Plc
09.2022 - Current
Executive Assistant & Customer Service Support
Absa Bank Zambia Plc
05.2019 - 09.2022
Customer Retention Team Leader / CLM – Barclays Re
Barclays Bank Zambia Plc
01.2017 - 05.2019
Retail Support – Barclays Bank Zambia Plc
Barclays Bank Zambia Plc
10.2013 - 12.2016
Human Resource Advisor
Barclays Bank Zambia Plc
04.2013 - 09.2013
Retail Support
Barclays bank Zambia Plc
06.2012 - 03.2013
Product Assistant Consumer Lending
Barclays Bank Zambia Plc
01.2012 - 06.2012
Product Assistant Digital Channels
Barclays Bank Zambia Plc
07.2011 - 12.2011
Product Assistant-Liabilities
Barclays Bank Zambia Plc
10.2010 - 06.2011
Human Resource Assistant
Barclays Bank Zambia Plc
12.2009 - 10.2010
Diploma - Ministerial Studies
Rhema Bible Training Centre
Bachelor of Arts - Human Resources Management
Copperbelt University
Diploma - Human Resources Management
Evelyn Hone College of Applied Arts & Commerce
High School Certificate - Full Grade 12 Certificate
Raphael Kombe Girls High School
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