Lucy Munyaka
Summary
Experienced and results-driven Business Growth and Development Manager with over 10 years of expertise in the banking sector in Kenya. Proficient in developing and executing strategic initiatives to drive business growth, enhance customer acquisition, and increase market share. Skilled in identifying new business opportunities, fostering strong client relationships, and leading cross-functional teams to achieve organizational goals. Demonstrated excellence in team leadership, maximizing staff productivity, and cultivating a high-performance culture. Adept at financial analysis, market research, and competitive intelligence to inform decision-making and strategy formulation. Proven success in leveraging technology and innovative solutions to optimize operations and deliver exceptional customer experiences. Committed to upholding the highest standards of integrity and regulatory compliance while driving sustainable growth and profitability.
Overview
21
21
years of professional experience
Work History
Business Growth and Development Manager
Equity Bank (K) Ltd
Juja Branch
01.2020 - Current
- Strategic Planning and Execution: Develop and implement business growth strategies and plans to achieve the branch's financial targets and market share objectives.
- Market Research and Analysis: Conduct market research to identify new business opportunities, emerging trends, and competitive landscape. Analyze data to inform strategic decision-making.
- Client Relationship Management: Build and maintain strong relationships with existing and potential clients. Provide exceptional customer service and address client needs promptly and effectively.
- Team Leadership: Lead, motivate, and mentor the branch team to achieve high performance and productivity. Conduct regular performance evaluations and provide feedback to staff.
- Business Development: Identify and pursue new business opportunities, including cross-selling and up-selling bank products and services. Develop and maintain a pipeline of potential clients.
- Sales and Revenue Growth: Drive sales initiatives to increase revenue. Set sales targets and develop strategies to achieve them. Monitor sales performance and implement corrective actions as needed.
- Product Development: Collaborate with product development teams to design and implement new products and services that meet client needs and market demands.
- Compliance and Risk Management: Ensure all business activities comply with regulatory requirements and internal policies. Identify and mitigate risks associated with business development activities.
- Reporting and Analysis: Prepare regular reports on business performance, market trends, and growth opportunities. Present findings and recommendations to senior management.
- Community Engagement: Represent the bank in community events and activities to enhance the bank's visibility and reputation.
Relationship Manager Operations
Equity Bank (K) Ltd
Ruiru & Thika Supreme Branches
08.2008 - 12.2019
- Operational Management: Oversee and manage daily branch operations to ensure seamless and efficient service delivery. This includes cash management, transaction processing, and account maintenance.
- Customer Service Excellence: Ensure high standards of customer service by resolving issues promptly, addressing customer inquiries, and enhancing overall customer experience.
- Team Leadership: Supervise and lead the operations team, providing guidance, training, and support to enhance performance and productivity. Conduct regular performance reviews and feedback sessions.
- Compliance and Risk Management: Ensure all branch operations comply with regulatory requirements and internal policies. Identify and mitigate operational risks to safeguard the bank’s interests.
- Process Optimization: Identify areas for process improvement and implement changes to enhance operational efficiency. Streamline workflows and adopt best practices to optimize resource utilization.
- Reporting and Documentation: Maintain accurate records of branch operations and prepare regular reports for senior management. Ensure all documentation is complete, accurate, and compliant with regulations.
- Technology and Innovation: Leverage technology to improve operational processes and customer service. Stay updated with the latest industry trends and innovations to implement relevant improvements.
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including customers, vendors, and regulatory bodies.
- Problem Resolution: Address and resolve operational issues and customer complaints promptly and effectively. Implement corrective actions to prevent recurrence.
- Training and Development: Conduct training sessions for staff on operational procedures, compliance requirements, and customer service best practices. Foster a culture of continuous learning and development.
Equity Bank (K) Limited
08.2003 - 08.2008
- Relationship officer Cash, Custodial Champion, Customer Service and Account Opening officer, Senior relationship Officer Cash, Clearing Officer, Account Opening Supervisor, Branch Accountant.
Education
Master of Science - Finance and Investment option
KCA University
07.2024
Bachelor of Commerce - Finance option
KCA University
08.2016
Associateship of Kenya Institute of Bankers -
Kenya School of Monetary Studies
08.2003
Diploma in Banking -
Kenya School of Monetary Studies
12.2000
Certificate in computer packages -
Kenya School of Monetary Studies
05.2000
Skills
- Strategic Thinking
- Customer Focus
- Results Orientation
- Team Leadership
- Market Awareness
- Financial Acumen
- Negotiation Skills
- Adaptability and Innovation
- Operational Excellence
- Customer Focus
- Leadership and Team Management
- Compliance and Risk Awareness
- Process Improvement
- Analytical Thinking
- Effective Communication
- Adaptability and Innovation
Personality
Honest, open and fair minded, Sociable, team player, self-confident, self-driven responsible and with excellent communications and interpersonal skills.
Hobbies and Interests
- Nature protection
- Hiking and nature walks
- Mentoring the youth.
Languages
English, Kiswahili
References
- Stephen Macharia, Regional General Manager, Equity Bank Limited-Central Region, P.O.Box 268, Thika, 01000, +254-763-550730/0722-550730, stephen.mwaniki@equitybank.co.ke
- Joseph Ndungu, Regional General Manager, Equity Bank Limited-Coast region, P.O.Box 75102, Nairobi, 00200, +254-763-407414/0722407414, joseph.ndungu@equitybank.co.ke
- Hannah Wangari Kuria, Regional Head of Operations and Customer Experience, Equity Bank Limited, P.O.Box 75102, Nairobi, 00200, +254-722266705, hannah.kuria@equitybank.co.ke
Timeline
Business Growth and Development Manager
Equity Bank (K) Ltd
01.2020 - Current
Relationship Manager Operations
Equity Bank (K) Ltd
08.2008 - 12.2019
Equity Bank (K) Limited
08.2003 - 08.2008
Master of Science - Finance and Investment option
KCA University
Bachelor of Commerce - Finance option
KCA University
Associateship of Kenya Institute of Bankers -
Kenya School of Monetary Studies
Diploma in Banking -
Kenya School of Monetary Studies
Certificate in computer packages -
Kenya School of Monetary Studies
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