Festus Muema
Dubai,United Arab Emirates
Summary
Administration and management expert with extensive experience in banking operations and client relations. Holds an MBA in Finance and a Bachelor's degree in Commerce, demonstrating strong capabilities in customer service and financial system optimization. Proven track record of leading initiatives that enhance regulatory compliance and drive data-informed decision-making. Committed to delivering transformative results in fast-paced environments through innovative problem-solving and strategic leadership.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Relationship Officer- Operations
Equity Bank Limited
Nairobi, Kenya
01.2022 - 12.2025
- Developed innovative strategies for attracting new customers to bank portfolio.
- Streamlined customer interaction processes, improving overall experience.
- Managed over 50 customer calls per day Increasing sales by 10%
- Established long-term relationships with clients by providing personalized banking solutions.
- Managed high-value accounts, ensuring optimal service delivery at all times.
- Maintained accurate records of all transactions abiding by data protection laws.
- Provided expert financial advice, enhancing client's financial understanding and decision making abilities.
- Assessed risk factors whilst approving loans, protecting bank's interests.
- Conducted thorough market research for competitive positioning in industry.
- Collaborated with team members to achieve collective goals and objectives.
Universal Banker
Standard Bank of South Africa Ltd
Cape Town, South Africa
01.2020 - 12.2021
- Handled high-value transactions securely, providing assurance and confidence in bank's ability handle large accounts.
- Maintained regular communication with clients, fostering trust and building long-lasting business relationships.
- Ensured full compliance with all relevant regulatory requirements in daily operations.
- Played instrumental role in implementing new technology systems aimed at enhancing customer service delivery.
- Improved operational efficiency with meticulous attention to detail in all banking procedures.
- Processed transactions accurately to mitigate risks associated with fraud or error.
- Assisted customers with personal finance needs by identifying suitable banking products.
- Worked closely with team members to meet challenging sales targets consistently.
- Created customer loyalty through excellent service and expert knowledge of financial products growing customer base by 30%.
Remittance Clerk
AL Alnasari Exchange
Doha, Qatar
01.2018 - 12.2019
- Collected and organised transaction documents in compliance with filing system and AML policies.
- Delivered exceptional customer service, ensuring professionalism in all interactions.
- Adhered strictly to AML rules and procedures at all times.
- Resolved customer complaints independently, enhancing overall satisfaction.
- Supplied essential information to Head Office and various departments.
- Cross-sold new products and services effectively to customers increasing sales by 60%.
- Communicated training requirements to Branch Manager and participated in relevant training sessions.
Patients Associate- Cashier
Kenyatta National Hospital
Nairobi, Kenya
01.2016 - 12.2017
- Processed payments through automatic debits, credit cards, cheques, and cash.
- Issued payment receipts and processed refunds or credits as necessary.
- Responded to customer inquiries, providing information on policies and procedures.
- Cashed cheques for customers efficiently.
- Computed and recorded total number of transactions accurately.
- Trained new patient assistants and cashiers, offering guidance for optimal performance improving productivity by 55%.
Education
Master of Business Administration - Finance
Kenyatta University
Nairobi, Kenya 05.2018 - 12.2021
Diploma - Certificates in Banking, Credit, and Customer Experience
Moody's
Nairobi, Kenya 01.2023 - 11.2024
Bachelor of Commerce - Management Science
Kenyatta University
Nairobi, Kenya 09.2011 - 12.2015
Skills
- Attention to detail
- Communication skills
- Computer proficiency
- Accent and dialect comprehension
- Interpersonal skills
- Data-driven decision making
- Strategic leadership
- Microsoft Office Suite expertise
- Team leadership and client engagement
Languages
English
Fluent
Affiliations
- Community development
- Reading
- Off-roading
- Swimming
- Travelling
Certification
Holder of a valid driving license (since 2014)
Custom
9+
Custom
Transferable
Custom
Immediately
References
References available upon request.
Timeline
Diploma - Certificates in Banking, Credit, and Customer Experience
Moody's
01.2023 - 11.2024
Relationship Officer- Operations
Equity Bank Limited
01.2022 - 12.2025
Universal Banker
Standard Bank of South Africa Ltd
01.2020 - 12.2021
Master of Business Administration - Finance
Kenyatta University
05.2018 - 12.2021
Remittance Clerk
AL Alnasari Exchange
01.2018 - 12.2019
Patients Associate- Cashier
Kenyatta National Hospital
01.2016 - 12.2017
Bachelor of Commerce - Management Science
Kenyatta University
09.2011 - 12.2015