BIRUNGI SYLVIA BRENDA
Summary
Personal Profile
Am Self-motivated, Focused and Calm Administrator with Strong Organizational and operational Skills to influence Positive Change in Institutions. Am Open Minded and Customer centric, forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction coupled with ability to adapt to rapid changing environments.
Qualifications:
Master’s in Business Administration (MBA).
Bachelors of Arts in Development Studies (B.DVS)
Key Qualifications:
Am currently working as Senior Administrative Officer at Windle International Uganda, an International Organization whose mission is to equip refugees and persons affected by conflict to meet the challenges of development through providing access to quality education, training, and employment opportunities by advocacy and direct programming.
At Windle International, I over see a big Administration department under Operations Directorate that is mandated to provide Administration, operational, logistical and technological support to all departments of the organization. The Administration department I oversee has Seven Units of Logistics, transport and travels, Information Communication Technology (ICT), Stores and Inventory, Contracts Management, Security, Administrative Support and Front Desk.
I have more than 12 years’ experience in administration, operations, education, and the banking Industry. I have been primarily involved in and offers hands-on experience in many areas including but not limited to; Strengthening of organizational policies, compliance, performance and mitigation of risks to legislations and regulations that apply to public and private sectors, public relations with appropriate government officials and actors in the private sector related to the education sector performance, Human Resource , Assets and Logistics management, ICT management, organization coordination, other services in the banking sector like Branch Management, Customer care, Treasury management, Credit management, Assessing the credit worthiness of clients, management of disbursements and communicating to clients throughout the entire loan application process, risk assessment and management, supervising teller and customer consultant teams as well as managing all bank items/assets.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Senior Administration Officer
Windle International Uganda
04.2019 - Current
- Key Result Areas;
- Overseeing Administrative Function for head office and all regional and field offices
- Ensuring Organizational compliance to statutory legislative policies
- Overseeing the Information, Communication Technology (ICT) function of the organization
- Supervising Inventory, Assets and stock Management after being procured
- Coordinating Fleet and managing Travels and Logistics
- Managing Contracts of Landlords, Service Providers and Suppliers of Goods and Works
- Ensuring safety and security of staff, premises and Assets.
Branch Control manager
Stanbic Bank
04.2017 - 04.2019
- Key Result Areas
- Managed routine compliance, bank assets, physical security of the branch and staff deploy sufficient staff to meet the fluctuating demands of customers
- Handled front line service and administration support with implementation of key performance metrics and quality assurance programs to increase customer satisfaction levels
- Exceeded controls goals and accomplished business objectives by building control modules of in depth understanding of all customer portfolios
- Provided right leadership training for front line support staff in up selling techniques, credit analysis, interpreting business and financial information
- Strengthened compliance regulations and risk management by ensuring all general banking and credit policies are maintained and followed
- Grew and maintained healthy link between balance sheet and income statement to average performance of 85%
- Submitted reports and shared analytical feedback to senior management to aid in business decision-making and planning
- Maintained sufficient branch cash holdings for both vault and ATMs in all currencies and maintained sufficient branch cash holdings for both Vault and ATMs in all currencies
- Authorized customer instructions for processing
- Managed key holdings and physical access control and adhered to cash in Transit policies and procedures
- Focused on high customer experience
- Kept adequate reserve stock of blank forms
- Called Vouchers against Teller reports as preset procedure
- Managed records and archiving system for the Branch
- Maintained availability of the system by following up on equipment breakdowns such as generators.
Ag. Branch manager
Stanbic Bank
08.2016 - 04.2017
- Result Areas;
- Oversee sales, service and people, operations and business development, profits and staff productivity (Annual turnover of 30 billion) by
- Drove a service culture with in the Bank Branch and adhered to the service standards
- Monitored customer queries and complaints, identified and addressed trends and root causes at the Bank Branch to prevent recurrence
- Grew the balance sheet (assets and liabilities) as per set targets
- Drove a sales culture within the branch for all staff by allocating individual sales/campaign targets
- Visited customers to manage relationship and retention while driving sales productivity
- Interpreted Bank branch financials and update the team on the Branch’s performance on a monthly basis
- Attended to all audit and risk issues in the branch raised by auditors
- Managed Branch costs with emphasis on containment of controllable costs like overtime, petty cash, power, etc in accordance with set budgets
- Agreed performance contracts for direct reports and provided monthly performance feedback in order to maintain performance at required levels
- Arranged training for direct reports in line with personal development and talent
- Managed succession planning and identified key talents
- Coached Bank branch staff on bank processes and procedures as stipulated
- Drove operational improvements which resulted in increased revenue collections and improved profit margins
- Improved collaborative approach across business units and achieved true universal approach on how to do business and grew primary customer numbers through ecosystem strategy
- Developed and well monitored modules for credit collection reviews to manage provisions.
Branch Control manager
Stanbic Bank
05.2015 - 08.2016
- Key Result Areas
- Managed routine compliance, bank assets, physical security of the branch and staff deploy sufficient staff to meet the fluctuating demands of customers
- Handled front line service and administration support with implementation of key performance metrics and quality assurance programs to increase customer satisfaction levels
- Exceeded controls goals and accomplished business objectives by building control modules of in depth understanding of all customer portfolios
- Provided right leadership training for front line support staff in up selling techniques, credit analysis, interpreting business and financial information
- Strengthened compliance regulations and risk management by ensuring all general banking and credit policies are maintained and followed
- Grew and maintained healthy link between balance sheet and income statement to average performance of 85%
- Submitted reports and shared analytical feedback to senior management to aid in business decision-making and planning
- Maintained sufficient branch cash holdings for both vault and ATMs in all currencies and maintained sufficient branch cash holdings for both Vault and ATMs in all currencies
- Authorized customer instructions for processing
- Managed key holdings and physical access control and adhered to cash in Transit policies and procedures
- Focused on high customer experience
- Kept adequate reserve stock of blank forms
- Called Vouchers against Teller reports as preset procedure
- Managed records and archiving system for the Branch
- Maintained availability of the system by following up on equipment breakdowns such as generators.
Assets
Stanbic Bank
12.2014 - 05.2015
- Corporate and Acacia Branches
- Key Result Areas
- Controlled treasury cash, blank forms, safe custody items and duplicate keys
- Assessed and understood the risks associated with the control and changes in the custody of assets
- Maintained an effective system of controls, reduced the exposure and minimised risks
- Prepared End of Month Returns
- Reconciled Suspense accounts, ATM and Vault.
Team Leader Customer Service
Stanbic Bank
04.2013 - 02.2014
- Areas;
- Led and supervised tellers and customer service consultant teams in order to provide an efficient service to customers, assessed, understood and managed the risks associated with the transactions
- Ensured tellers captured all relevant and correct narratives
- Encouraged my team to maintain excellent customer experience
- Validated and authorized teller vouchers and transactions timely
- Made sure due diligence is observed by the tellers when posting customer instructions
- Held monthly performance conversations
- Drove team building culture
- Ensured Branch operational costs are contained
- Observed insurance limits, cash lodgments and effective cash management
- Aggressively encouraged my team to generate sale leads
- Ensured audit findings with in tellers and cash units are closed off.
Officer Frontline Support (Customer Service Consultant)
Stanbic Bank
12.2011 - 04.2013
- Corporate Branch
- Key Result Areas;
- Received and posted Real Time Gross Settlements(RTGS) ,Cheques and Inter account transfers (IATS) and Electronic Transfers(EFTS)
- Managed, handled and responded to client orders, general customer inquiries
- Provided ongoing support, build and maintain business relationship with Clients by proving prompt and accurate service so as to promote customer satisfaction
- Solved customer inquiries and concerns by interacting with others in all areas of the bank units
- Communicated regularly with customers in person, by telephone, e-mail
- Printed bank statements for customers both diary, weekly and monthly
- Ensured transactions are closed in a timely manner within client's expectation
- Helped to ensure Credit Quality is maintained in conjunction with Credit Origination and Portfolio Management teams
- Identified opportunities for Cross Sales and support team in meeting Cross Sales Targets
- Processed applications for Core products and Services, including assuming primary responsibility for account opening and basic KYC requirements
- Completed routine reports, analyzed, interpreted and summarized customer data
- Maximized income for Stanbic Bank Uganda Limited
- Maintained high levels of service standards in customer contact.
Teller
Stanbic Bank
07.2007 - 12.2011
- Key Result Areas;
- Received and cross-checked customer’s cash to ensure that correct entries are made
- Balanced daily entries to ensure that correct and accurate entries are posted
- Recalled work from time to time to ensure consistency in entries
- Cross checked currency notes to detect counterfeit notes
- Adhered to the service standards and provided excellent customer service
- Managed queues and provided quick, accurate and set efficient service
- Advised customers of any new price changes
- Captured accurate narratives for all transactions processed
- Paid out cash to customers by Cheque or voucher withdrawal in the set procedures
- Kept own cash within prescribed limits.
KYC officer
Stanbic Bank i.e. IPS
Kumi
01.2007 - 06.2007
- Mbarara, Luwero Branches
- Worked with Stanbic Bank on a project Know Your Customer as an Anti-Money Laundering Officer (AMLO)
- I reviewed the Customers’ accounts for consistency from time to time and called customers in case of any queries on their accounts which enhanced my communication, and interpersonal and customer care skills.
IPO officer, Public
Stanbic Bank, U
11.2006 - 12.2006
- Fort Portal branch
- Worked with, Offer Officer (IPO) (, Terms)
- Key Result Areas;
- Provided administrative service required by the IPO project implementation
- Stamped Application Forms with Agent code stamp
- Assisted clients to complete the application forms
- Completed the excel sheet in the agreed format on a daily format
- Balanced amounts in the collection account with total in the excel file on a daily basis
- Arranged application letters received from tellers at the end of the day by serial number order
- Printed excels sheet file at the end of every Friday and attached the forms collected during that week
- Forwarded the excel file by email to the Coordinator IPO at the Head Office
- Carried out Company product activation from time to time
- Maintained the bank’s client relationship through constant visits
- Conducted market research to ensure the banks products appeal to clients
- Hobbies
- Traveling
- Making friends
- Reading Newspapers, magazines and journals about the third world
- Listening to clients, analyzing and solving complex problems.
Education
Masters of Business Administration MBA - Finance
Makerere University
01.2010 - 01.2012
Bachelor of Development Studies (B.DVS) - undefined
Makerere University
01.2003 - 01.2006
Side Uganda Advanced Certificate - undefined
Namirembe Hill
High Sch - undefined
Of Education (UACE)
SS - undefined
Uganda Certificate of Education - undefined
UCE
Administrative Officers Law Course - Law Development Centre Certificate of Proficiency in Insurance- Insurance - undefined
Certificate in Computer applications - undefined
Institute of Computer Science, Makerere University
Additional Information
- CURRICULUM VITAE
Timeline
Senior Administration Officer
Windle International Uganda
04.2019 - Current
Branch Control manager
Stanbic Bank
04.2017 - 04.2019
Ag. Branch manager
Stanbic Bank
08.2016 - 04.2017
Branch Control manager
Stanbic Bank
05.2015 - 08.2016
Assets
Stanbic Bank
12.2014 - 05.2015
Team Leader Customer Service
Stanbic Bank
04.2013 - 02.2014
Officer Frontline Support (Customer Service Consultant)
Stanbic Bank
12.2011 - 04.2013
Masters of Business Administration MBA - Finance
Makerere University
01.2010 - 01.2012
Teller
Stanbic Bank
07.2007 - 12.2011
KYC officer
Stanbic Bank i.e. IPS
01.2007 - 06.2007
IPO officer, Public
Stanbic Bank, U
11.2006 - 12.2006
Bachelor of Development Studies (B.DVS) - undefined
Makerere University
01.2003 - 01.2006
Side Uganda Advanced Certificate - undefined
Namirembe Hill
High Sch - undefined
Of Education (UACE)
SS - undefined
Uganda Certificate of Education - undefined
UCE
Administrative Officers Law Course - Law Development Centre Certificate of Proficiency in Insurance- Insurance - undefined
Certificate in Computer applications - undefined
Institute of Computer Science, Makerere University