Joshua Mukwaya
Jinja
Summary
Quality-oriented operations and administrative professional with 3 years of experience and proven knowledge in branch operations, records and information management, and risk management. Driven by efficiency and professionalism, adept at multitasking while remaining cognizant of organizational goals, policies, and practices in diverse and multicultural environments. Passionate about good music, beautifully written movies and series, nature, good spaces, and art.
Overview
4
4
years of professional experience
Work History
KYC Operations Officer (Intern)
Absa Bank Uganda Limited
Kampala, Uganda
11.2018
- Cataloging customer records, liaising with records management teams, and adhering to bank quality standards.
Branch Operations Officer
Absa Bank Uganda Limited
Jinja, Uganda
12.2022 - Current
- Ensuring adherence to bank policies, sorting and classifying information, filing records, disposing of records, communicating with the branch manager, verifying customer information, driving team engagement, and engaging customers about products and services.
Universal Banker
Absa Bank Uganda Limited
Mbale, Uganda
11.2020 - 12.2022
- Engaging customers about products, networking to attract new business, verifying signatures, balancing currency, and examining cheques.
Operations Service Analyst (Intern)
Absa Bank Uganda Limited
Kampala, Uganda
- 12.2019
- Communicating with departments about payment requests, performing end of day checks, compiling error logs, and resolving customer complaints.
Education
Bachelor of Library and Information Science Records and Information Management -
Makerere University Kampala
05.2020
Uganda Advanced Certificate of Education (UACE) -
Ndejje Senior Secondary School
05.2015
Uganda Certificate of Education (UCE) -
King’s College Budo
05.2013
Skills
- Effective communication and interpersonal skills
- Proficient in stakeholder engagement and client relations
- Fast adaptability to new work processes
- Database Management (My SQL) and data analytics
- Operational Efficiency
- Records Management
- Documentation and control
- Office Management
Accomplishments
• Branch audit compliance moved from 60% to 95% within 6 months of my streamlining operations
• Customer satisfaction index rose by 20% to 70 % as a result of extensive coaching and training of customer service advisors and monthly dinner award motivation
• Grew my customer line base from 10 to 200 by attracting foreign students from IUIU and getting referrals
• Increased the foreign exchange index by pushing for competitive rates especially to the Somali community due to their extensive foreign exchange trades
• Improved the turn around time for complaints resolution by 50%.
• Accurately remediated over 15,000 customer accounts during the KYC Remediation Project hence helping the bank achieve its digital target
Professional Development
- Leading high-performance teams
- Leading and Managing Change
Hobbies and Interests
- Athletics
- Travelling
- Reading
- I love and appreciate nature, good spaces, art and music
Languages
English
Advanced (C1)
Luganda
Bilingual or Proficient (C2)
French
Beginner (A1)
Spanish
Intermediate (B1)
Timeline
Branch Operations Officer
Absa Bank Uganda Limited
12.2022 - Current
Universal Banker
Absa Bank Uganda Limited
11.2020 - 12.2022
KYC Operations Officer (Intern)
Absa Bank Uganda Limited
11.2018
Operations Service Analyst (Intern)
Absa Bank Uganda Limited
- 12.2019
Bachelor of Library and Information Science Records and Information Management -
Makerere University Kampala
Uganda Advanced Certificate of Education (UACE) -
Ndejje Senior Secondary School
Uganda Certificate of Education (UCE) -
King’s College Budo