Sheth Oluoch Odete
Doha
Summary
Dynamic and resourceful, branch manager, with over 12 years of experience in leading teams, enhancing customer satisfaction, and driving financial performance. Proven success in implementing strategic in initiatives to increase profitability, optimize operations and foster staff growth and development.
Overview
18
18
years of professional experience
Work History
Bank Branch Manager
Rafiki Microfinance Bank
09.2020 - Current
- Lead team of 10 direct reports and 6 indirect reports, managing various tasks associated with risks and transactional management.
- Managed a portfolio of high-net-worth clients, sourcing appropriate partners as per their business requirements and vision.
- Implemented effective customer relationship management system, resulting in a 15% increase in customer retention and 20% increase in new customer acquisition.
- Developed a robust strategic business plan that led to a 20% increase in annual revenues over set targets.
- Develop and implement policies and procedures to maintain compliance with regulatory financial service standards.
- Introduced a new suite of digital banking services, leading to a 40% increase in alternate channels usage and a 20% improvement in customer satisfaction scores.
Relationship Manager - Business Banking
Rafiki Microfinance Bank
06.2019 - 08.2020
- Executed 60+ high value transactions annually while maintaining strong client retention rates and enhancing customer satisfaction.
- Managed $ 3 million of assets in client loan portfolio, consistently monitoring risk and identifying growth opportunities.
- Led marketing initiatives and sales strategies, resulting in 20% increase in ancillary product sales.
- Mentored relationship officers, improving their client management skills and overall branch success.
- Collaborated with risk management team, achieving 25% reduction in portfolio delinquencies, through proactive strategies.
Credit Analyst
Rafiki Microfinance Bank
08.2018 - 05.2019
- Evaluate borrower’s credit risk profiles and analyse financial statements to determine their ability to successfully service requested credit facility on time.
- Collaborate with portfolio managers to design risk mitigation strategies, managing default rate at below 5%.
- Prepare detailed reports for senior management and credit committees, that inform lending and investment decisions.
- Evaluate likely risk and recommend course of action, approval or denial of new credit facility, or restructure of existing credit line.
- Ensure lending activities adhere to internal policies and external regulatory and lending prudential guidelines.
Business Banker
Rafiki Microfinance Bank
01.2016 - 07.2018
- Implemented new credit analysis model which increased loan origination quality and 5% decrease in default rates.
- Managed a portfolio of small to medium-sized businesses, contributing to a 20% growth in portfolio.
- Developed a comprehensive relationship strategy across high-value accounts, resulting in a 20% revenue growth and customer retention.
- Communicated complex financial products to diverse clientele, ensuring clarity and confidence in banking choices.
- Conducted market research, resulting in identification and capture of underserved niches in the local market.
Operations Manager
Family Bank Limited
03.2012 - 12.2015
- Supervised a team of 10 employees, ensuring maximum productivity and adherence to policies and procedures.
- Assisted in managing branch operations with focus on improving customer satisfaction and operation efficiency.
- Developed strategic growth plans and achieved 10% increase in revenues over annual target in two years.
- Conducted regular audits, achieving 'Best overall branch' risk rating of 95%.
- Protected client data from public and against fraud by enforcing access rights and verification levels.
Operations Officer
Family Bank Limited
11.2008 - 02.2012
- Processed daily client transactions, including deposits, withdrawals, money transfers, loan payments, and selling checks.
- Maintained records of transactions and ensured all documentation were in place and in compliant.
- Assisted clients with various questions and concerns related to their accounts and bank products.
- Provided exceptional customer service earning 'Best employee of the month' awards.
- Carry all assigned front and back-office customer and staff support roles.
Call Centre Agent
Kencall EPZ Limited
01.2008 - 10.2008
- Established knowledge of protocols, answering customer inquiries, and reducing wait time by 5 minutes.
- Maintained professional, friendly demeanour with customers receiving exceptional numbers of positive customer reviews.
- Answered 15+ calls per hour, exceeding target call rate by 10%.
- Achieved over 90% score in all call Quality Assurance reviews, for inbound and outbound calls.
Education
Bachelors of Business Administration - Accounting
Maseno University
Kisumu, Kenya12.2005
Master of Science - Project Planning and Management
Moi University
Nairobi, Kenya12.2025
Timeline
Bank Branch Manager
Rafiki Microfinance Bank
09.2020 - Current
Relationship Manager - Business Banking
Rafiki Microfinance Bank
06.2019 - 08.2020
Credit Analyst
Rafiki Microfinance Bank
08.2018 - 05.2019
Business Banker
Rafiki Microfinance Bank
01.2016 - 07.2018
Operations Manager
Family Bank Limited
03.2012 - 12.2015
Operations Officer
Family Bank Limited
11.2008 - 02.2012
Call Centre Agent
Kencall EPZ Limited
01.2008 - 10.2008
Bachelors of Business Administration - Accounting
Maseno University
Master of Science - Project Planning and Management
Moi University
Training
Corporate Leadership training, Delve Institute, 2023
Training
Corporate Leadership training, Delve Institute, 2023
Hobbies and Interests
- Volunteer financial training
- Coaching and counselling
- Research
- Travelling
References
- Isaac Okeri Ntenga, Manager, Human Capital, Rafiki Microfinance Bank Limited, P.O. Box 12755, Nairobi, Kenya, 00400, +254(0) 745 676255, Iokeri@rafiki.co.ke
- Titus Mbai, Destiny Ministries International, P.O. Box 6070, Thika, Kenya, 01000, +254(0) 720 908 500, +254(0) 723 706 070, titusmbai@hotmail.com
- Joseph Gitau Karanja, Manager – Human Resources, Family Bank Limited, P.O. Box 74145, Nairobi, Kenya, 00200, +257(0) 725 637104, karanjaj@familybank.co.ke