Richard SIBOMANA
Banker
Kigali,Kigali-city
Summary
Accomplished in spearheading operational improvements at Ecobank Rwanda Plc, I enhanced customer satisfaction and streamlined processes, leading to significant branch growth. Expert in compliance and operations management, my leadership fostered team development and honed relationship-building skills, achieving notable efficiency gains. Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills. Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills. Results-driven Job Title experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach. Proactive Job Title with strong background in financial analysis, budgeting and forecasting. Develops and implements financial plans and delivers strategic financial advice. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
Work History
Deputy Branch Manager
Cogebanque Plc
06.2019 - 07.2023
- Managed cross-selling initiatives that expanded existing customer relationships while bringing onboard new clientele, contributing to the overall growth of the branch.
- Managed daily operations to ensure smooth functioning of the branch and timely completion of tasks.
- Oversaw the loan approval process, maintaining compliance with lending regulations and policies.
- Monitored employee performance and provided constructive feedback for professional growth and development.
- Assisted Branch Manager in budget preparation, monitoring expenses closely to prevent cost overruns or wasteful spending.
- Enhanced branch efficiency by streamlining internal processes and implementing staff training programs.
- Increased customer satisfaction with personalized service strategies and superior problem-solving skills.
Senior Relationship Manager
Ecobank Rwanda Plc
08.2017 - 09.2018
- Established strong referral networks with internal partners such as commercial banking, private banking, and wealth management teams to identify potential new clients.
- Streamlined processes for increased efficiency within the team, resulting in improved response times to client inquiries and requests.
- Ensured compliance with all relevant regulations by adhering to established policies and procedures in all aspects of the role.
- Enhanced team performance by mentoring junior relationship managers on best practices in client service, sales techniques, and product knowledge.
- Increased portfolio growth by effectively identifying new business opportunities through market research and networking.
- Developed new banking relationships with business prospects.
- Collaborated with internal teams to deliver comprehensive wealth management services, maximizing client satisfaction and loyalty.
- Gave exciting presentations to prospects and leads in effort to build business opportunities.
- Negotiated favorable terms for clients by leveraging strong relationships with product providers and underwriters.
- Provided timely updates on significant market events or economic news that could impact clients'' portfolios or financial strategies.
Customer Service Manager (CSM)
Ecobank Rwanda Plc
01.2013 - 12.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Branch Operations Manager
Ecobank Rwanda Plc
01.2012 - 12.2012
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Maintained friendly and professional customer interactions.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Reduced staff turnover with effective training programs and employee support initiatives.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Streamlined communication between departments, improving collaboration efforts within the company as well as problem resolution times.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Complied with established internal controls and policies.
- Examined customer loan applications for loan approvals and denials.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Supported financial director with special projects and additional job duties.
Head Bank Teller
Ecobank Rwanda Plc
10.2011 - 12.2011
- Managed high-volume cash drawer, maintaining accountability and minimizing discrepancies.
- Assisted branch management in implementing new policies and procedures, ensuring smooth transitions for both staff and clients.
- Led weekly team meetings focused on continuous improvement initiatives throughout the branch operations.
- Actively participated in community events on behalf of the bank, reinforcing a positive local presence among clients.
- Conducted regular audits of cash drawers, ensuring compliance with internal controls and regulatory requirements.
- Developed strong relationships with customers, promoting bank products and services tailored to individual needs.
- Maintained up-to-date knowledge of federal regulations affecting monetary transactions, ensuring full compliance across all activities.
- Optimized workflow efficiency by assisting in the implementation of new software systems for transaction processing.
- Identified potential fraud cases through careful observation and adherence to security protocols, protecting both the bank and its customers from financial loss.
- Contributed to the development of training materials for new hires, improving overall team competency levels.
- Assisted with the onboarding process for newly hired tellers, providing hands-on training and guidance for a seamless integration into the team.
- Mentored junior bank tellers, fostering a positive work environment and encouraging professional growth.
- Decreased wait times during peak hours by implementing effective queuing strategies that maximized available resources.
- Coordinated cross-selling efforts between teller line staff members by sharing information about product offerings that suit specific customer profiles.
- Streamlined teller operations for improved productivity and increased accuracy in transactions.
- Supported branch marketing campaigns by displaying promotional materials prominently within the lobby area.
- Handled escalated customer service issues, resolving conflicts professionally while maintaining client satisfaction.
- Balanced ATM machines daily as part of routine maintenance tasks, ensuring optimal functioning and reliability for customers'' use.
- Collaborated with team members to meet or exceed branch performance targets consistently.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
Bank Teller
Ecobank Rwanda Plc
05.2011 - 10.2011
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Audited fellow teller currency to contribute to dual-control procedures.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
- Assisted customers with compromised debit cards and issued new credentials.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Placed orders for customer checks and verified starting numbers.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Removed mutilated currency from circulation.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Sold and cross-sold bank products to new and existing customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained accurate records of customer transactions in line with bank procedures.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained friendly and professional customer interactions.
Education
Bachelor's Degree In Accounting Sciences - Accounting
National University of Rwanda
Butare Rwanda 02.2011
Skills
- Training and mentoring
- Team Management
- Compliance knowledge
- Operations Management
- Staff Development
- Digital Literacy
- Attention to Detail
- Excellent time management skills
- Decision-Making
- Customer Relationships
- Relationship building and management
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Swahili
Advanced (C1)
Timeline
Deputy Branch Manager
Cogebanque Plc
06.2019 - 07.2023
Senior Relationship Manager
Ecobank Rwanda Plc
08.2017 - 09.2018
Customer Service Manager (CSM)
Ecobank Rwanda Plc
01.2013 - 12.2015
Branch Operations Manager
Ecobank Rwanda Plc
01.2012 - 12.2012
Head Bank Teller
Ecobank Rwanda Plc
10.2011 - 12.2011
Bank Teller
Ecobank Rwanda Plc
05.2011 - 10.2011
Bachelor's Degree In Accounting Sciences - Accounting
National University of Rwanda
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