Bridgette Chaguluka
Lilongwe
Summary
Forward-thinking Senior Manager with 14+ years in the Banking Industry adept at managing a team of 7 Private Bankers and Private Banking Suites with direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Trusted in acquiring and managing high profile individuals with high net worth. Committed to balancing company goals while maintaining client confidentiality and providing satisfactory solutions .
Overview
15
15
years of professional experience
Work History
Senior Manager, Private Banking
FDH BANK LIMITED
07.2021 - Current
- Monitored and addressed Private Banking clients Investment and Banking requirements
- Financial Advisory; Helped the client reach short term and long term investment goals
- Provided clear directions on strategic goals, translating and prioritizing them into business and performance measures
- Determined and analyzed training and development needs for managers and ensure they do the same for their team
- Established and maintained a succession plan for the management team in the area using the formal Talent Management process for identified talent.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations and hiring to maintain optimal performance
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Developed proposals and presentations for internal and external audiences.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Recommended and implemented successful strategies and products to maximize revenue.
- Carried out and developed social media and public relations campaigns.
- Analyzed revenue distribution, portfolio reconciliations and account analysis documents to execute month-end closing.
- Examined quarterly financials to determine business operating capacity.
- Developing of a high-performing team through embedding formal Performance Management and coaching management
High NetWorth Individual Manager
FDH BANK LTD
02.2017 - Current
- Cross sold products as per the demographic, lifestyle and risk profiling
- Formulated outbound and inbound sales plan to acquire new Private Banking Clients for increasing customer base of the portfolio
- Ensured client contactability at all times through updating of latest contact details in all necessary systems. Regular contact with all mapped clients through weekly / monthly calls
- Provided leadership, guidance and support to private bankers and other staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Monitored program performance and outcomes for successful delivery of services.
Private Banker
FDH BANK
08.2014 - Current
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Developed tailored solutions to meet individual banking needs.
- Helped clients protect assets through variety of strategies.
- Worked directly with clients investing minimum of MK1Million
- Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise
bank revenue and ensure all customers’ financial needs are met by FDH Bank. - Conduct a needs analysis with all new and existing customers to ensure that product
opportunities identified are appropriate to meet the customer’s needs and expectations - Comprehensively understood customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and purchasing power (e.g. salary) of customers.
- Plan a comprehensive calling/contact management programme for all customers within
own portfolio and act on the calling programme as planned to ensure all customers are
contacted, - Pro-actively managed own portfolio to maximise revenue for FDH Bank (referring to fees,
margins and sales), minimize costs and risks, whilst maintaining and extending the customer’s relationship with FDH Bank. - Ensured that customer relationships were sustainable by maintaining the balance between
bank profitability and customer satisfaction - Placed equal emphasis on investment (non-borrowing) and borrowing customers.
- Delivered the expected level of service to own portfolio of customers.
- Ensured that customers were appropriately educated regarding the value of using self-
service channels (Internet Banking, ATMs, Mobile Banking) to empower customers and
minimize standard service requests. - Ensured that customers are migrated to self-service channels where appropriate.
- Cultivated strong customer relationships by providing tailored advice and services.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Recommended specific investments to help clients meet financial goals.
Bank Agency Supervisor
FDH BANK
01.2011 - 08.2014
- Compliance and Risk Management- Minimized operational losses through shortages and frauds
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Boosted team performance by developing customer service training materials and conducting service training.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained compliance with company policies, objectives, and communication goals.
- Defined clear targets and objectives and communicated to other team members.
- Solicited customer feedback to identify and improve on areas of weakness.
Head Cashier
FDH Bank
06.2010 - 01.2011
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Led cashiers and associates in providing thoughtful customer service.
- Received and processed customer payments.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Facilitated and logged store opening, closing, and shift changes.
- Managed staffing levels to provide optimal support for cash register operations.
- Assisted customers by answering questions and fulfilling requests.
Bank Cashier
FDH Bank
08.2009 - 05.2010
- 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.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted with training of new tellers on policies and procedures.
- Learned duties for various positions and provided backup at key times.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Sorting & Archive Clerk
FDH Bank
12.2008 - 07.2009
- Used computer systems to process cheque clearing and
- Filing and updating client information.
- Archiving updated files
- Added accurate data entry into computer system to complete transactions.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Distributed cheques on foot to banks and businesses, delivering to the Central Bank
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Excellent communication skills, both verbal and written.
Education
Executive Development Programme - Business Management
University of Pretoria
Gordon Institute Of Business Science02.2023
Bachelor of Science - Business Administration
Cyprus Institute of Marketing
Cyprus04.2017
Advanced Diploma - Business Administration
The Cyprus Institute of Marketing
Cyprus04.2016
Diploma - Marketing Management
Cyprus Institute of Marketing
Cyprus09.2015
Diploma - Travel Management
IATA TRAINING & DEVELOPMENT INSTITUTE
CANADA03.2006
Skills
- Managing Defaults
- Troubleshooting and Problem Resolution
- Plan Projects
- Data Center Migrations
- Managing Wealth
- Performance Tracking and Evaluations
- Cross-Functional Collaboration
- Managing Employee Relations
- Business Analysis
- Sales Strategies
- Business Management and Development
- Business Performance Management
Hiking, Swimming, Cooking, Listening to Podcast and Individual Sports
Weekends are for preparing savory meals and hiking. Early Saturday mornings are for hiking and afternoons are for cooking. During summer I go for evening swimming to ease and wind up my day. I start my day with early morning exercise while listening to gospel and career podcasts
Languages
Chichewa
Native language
English
Upper intermediate
B2
Timeline
Senior Manager, Private Banking
FDH BANK LIMITED
07.2021 - Current
High NetWorth Individual Manager
FDH BANK LTD
02.2017 - Current
Private Banker
FDH BANK
08.2014 - Current
Bank Agency Supervisor
FDH BANK
01.2011 - 08.2014
Head Cashier
FDH Bank
06.2010 - 01.2011
Bank Cashier
FDH Bank
08.2009 - 05.2010
Sorting & Archive Clerk
FDH Bank
12.2008 - 07.2009
Executive Development Programme - Business Management
University of Pretoria
Bachelor of Science - Business Administration
Cyprus Institute of Marketing
Advanced Diploma - Business Administration
The Cyprus Institute of Marketing
Diploma - Marketing Management
Cyprus Institute of Marketing
Diploma - Travel Management
IATA TRAINING & DEVELOPMENT INSTITUTE
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