CAROLINE KIDASA NAKAYENZE
KAMPALA
Summary
Top performing professional with extensive experience in financial services, including 18 years in Settlements at Centenary bank , a leading commercial bank in Uganda. Visionary and forward-thinking, with proven ability to lead change and motivate at all levels of an organization. Excellent interpersonal, negotiation and conflict resolution skills. Broad experience in prioritization, budgeting and management of departmental and Regional projects. Area of expertise Regulatory Compliance Operational Risk Management Managing Conflicting Priorities Root Cause Analysis Strong Technical Acumen Problem & Conflict Resolution Streamlining Processes Logical Decision Making Organization & Planning
Overview
19
19
years of professional experience
1
1
Certification
Work History
Regional Control Specialist
Centenary Bank
Kampala
01.2022 - Current
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Gained extensive knowledge in data entry, analysis and reporting.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Demonstrated leadership skills in managing projects from concept to completion.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Self-motivated, with a strong sense of personal responsibility.
Assistant Branch Manager
Centenary Bank
Kampala
10.2017 - 12.2021
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Generated financial and operational reports to assist management with business strategy.
- Produced reports for bank administrators to document long-term goals and financial status.
- Maximized efficiency through effective resource allocation and employee management.
- Coached and developed branch staff by offering constructive feedback and on the job training opportunities.
Branch Supervisor
Centenary Bank
Kampala
01.2012 - 09.2017
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
- Executed extensive variety of customer transactions according to institutional policy and procedures.
- Collaborated with other supervisors to coordinate activities of individual team members and departments.
- Set schedule for tellers and customer service representatives.
- Assigned job roles and oversaw performance.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Supervisor
centenary bank
kampala
01.2008 - 12.2011
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Banking Officer
centenary bank
kampala
08.2004 - 12.2007
- · Bolstered client loyalty and satisfaction, building trusting rapport and offering individualized service.
- · Implemented process improvements to increase data accuracy and transparency.
Education
Postgraduate Diploma - Financial Management
Uganda Management Institute
Kampala, Uganda07.2016
Bachelor of Arts - Social Sciences
Makerere University Kampala
Uganda03.2004
No Degree - Uganda Advanced Certificate in Education.
Nabumali High School
Uganda11.1999
Skills
- Performance management
- Conflict resolution
- Employee Engagement
- Data analytics
- Strategic Planning
- Excellent communicator
- Administrative Support Specialist
- Budgeting and Finance Specialist
Languages
Fluent in English
Certification
· Risk management
· Supervisory Management
· Effective Customer service
· Data analytics for Business management
· Team building/ leadership.
· Effective self-management
Summary
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Timeline
Regional Control Specialist
Centenary Bank
01.2022 - Current
Assistant Branch Manager
Centenary Bank
10.2017 - 12.2021
Branch Supervisor
Centenary Bank
01.2012 - 09.2017
Customer Service Supervisor
centenary bank
01.2008 - 12.2011
Banking Officer
centenary bank
08.2004 - 12.2007
Postgraduate Diploma - Financial Management
Uganda Management Institute
Bachelor of Arts - Social Sciences
Makerere University Kampala
No Degree - Uganda Advanced Certificate in Education.
Nabumali High School
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