Florence Njoki Njuki

Oversaw daily branch operations and directed an 11 member team, maximizing efficiency and productivity. Oversaw and achieved KPIs in performance, efficiency, business development, customer service, and audit compliance. Grew the branch PBT by 14.26M achieving a 26% increase at end of year 2025 and rating the branch as second best in the network. Grew the branch PBT for Q1 2026 by an extra 5.19M achieving an additional 4%. Grew the branch deposits by 1.2B against an expected target of 1B, Loans by 46M, and Revenue by 13M as at end of Q1 2026 by active market storms, activations and referrals. Grew Net Interest Income by 15M through active onboarding of clients to digital platforms to increase Fees and Commissions. Supported the Branch Operations Manager in all other tasks reducing TAT significantly and improving customer satisfaction.

Oversaw daily branch operations and directed an 11 member team, maximizing efficiency and productivity. Oversaw and achieved KPIs in performance, efficiency, business development, customer service, and audit compliance. Achieved a 10% increase in profit margins, a 70M rise in assets and 30% in net interest income by developing and implementing SMART sales plans focused on cross-selling to expand customer relationships and generate revenue. Drove 13% non-funded income growth through the effective onboarding/training of clients on digital banking. Streamlined branch operations by implementing industry-leading techniques, achieving a 21% reduction in operational costs. Managed operational risk and ensured compliance by conducting daily/weekly/monthly operations reports reviews and audit recommendations implementation. Identified and reported transactions linked to money laundering and mitigated fraud/financial loss of over 50M. Averted theft of physical cash of 0.5M by a support staff by being keen on CCTV monitoring. Elevated customer service standards, improving the Net Promoter Score from 41 to 53 through staff motivation and process optimization focused on reducing turnaround time and rework. Contributed to significant customer base growth of 200+ accounts through active participation in various sales activities e.g Inua Jamii Campaign. Approved KYC-compliant accounts and loans and ensured accurate processing of customer instructions. Reviewed and reconciled inter-branch transactions and ensured timely reversals of suspense GL accounts. Ensured service channel availability, supervised front/back office for quick turnaround, and managed efficient, timely, and accurate processing of customer inquiries/complaints. Ensured a balanced trial balance through proactive monitoring of overdrawn, dormant, non-funded accounts, and resolution of excesses/overdrafts. In charge of branch Business Continuity Planning and Incident Reporting. Ensured bi-annual off-site key testing, general maintenance of premises, equipment and assets.

Managed branch cash levels via central cash liaison (repatriation/requisition). Managed the secure custody of cash,banker’s/counter cheques, minimizing discrepancies and losses. Reconciled daily cash positions through physical cash counts and monitored teller cash limits to maintain accuracy and control. Held custodian responsibilities for vault keys and cash. Supervised ATM loading/reconciliation, retrieved and processed ATM deposits and resolved cash-related queries from staff and customers. Oversaw the queue management and CCTV monitoring for optimal customer flow. Verified teller entries,tick-back and supervised daily call-back procedures. Cross-sold products/services during customer interactions to drive business growth. Ensured timely resolution of customer complaints. Ensured KYC/AML compliance for all transactions, including enhanced due diligence for large value transactions to prevent fraud.

Oversaw personal and business banking portfolios. Effected the opening and processing of accounts and loans related documentation. Followed up on the status of transactions/account applications/queries with the relevant internal teams. Ensured adherence to AML and sanctions regulations. Met sales and client retention targets through account monitoring and prospecting.

Provided service through teller duties of receiving and paying out cash, processing personal and banker's cheques while ensuring nil fraudulent transactions and cash differences. Ensured no fake notes were received by having a keen eye to detail. Custodian of all bank instruments & securities and ATM servicing/reconciliation. Ensured timely service delivery by tracking the QMS system. Cross-sold the bank's products at the point of service. Assisted at the customer service and back office desks whenever called upon. Customer Service Support Throughout all roles, delivered exceptional customer service and resolved issues efficiently