Eustace Zulu
Gaithersburg,USA
Summary
Seasoned banker with profound expertise in sales, service, operations and driving transformation in retail banking with over 15 years experience. Results-driven leader possessing exceptional communication skills that build strong relationships internally and externally to drive operational excellence within highly competitive markets. Establishes an environment that encourages positive customer experience, sales lead generation and promotes realization of sales targets. Excels at seeing the big picture identifying gaps and managing initiatives. Creates and promotes caring customer programs for entire staff.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Deputy Director Credit and Operations
Higher Education Loans and Scholarships Board
01.2021 - 01.2024
- Liaised between organization and affiliates and managed networking relationships with funders, partners and vendors increasing available annual funding from $53m to $79m.
- Boosted internal funding by engaging with Finance team and investing up to $14m dormant funds in current accounts into bonds and term deposits.
- Progressively improved student loan recoveries from $5.2million in 2021 to $12million in 2023 through ongoing engagements with Senior Management and former students illustrating importance of their role in aiding our organization to recover student loans.
- Formulated marketing strategies to facilitate alignment with policy and increased number of students awarded loans in 2023 by 38 percent, from 22,218 in 2022 to 30,712 in 2023.
- Maximized value on funds by negotiating payment cycles to major stakeholders to be made monthly at end of month as opposed to quarterly at beginning of quarter.
- Monitored customer feedback and generated reports to identify areas of improvement and implementing necessary changes.
- Spearheaded one-to-one engagements with dissatisfied stakeholders in presence of subordinates as way to coach in excellent customer experience and internal cultural shift for more customer centricity.
- Introduced weekly meetings to set targets for new week and review previous week's targets, celebrate achievements and implement improvement interventions where required.
- Facilitated workshops at least once to each university per academic year to meet 1st year students and orient them on terms and conditions of student loans.
- Collaborated with other committee members to provide guidance to Association of Higher Education Financing Agencies and represented organization at industry conferences and events.
Head E - Business
Zambia National Commercial Bank, Zanaco Plc.
01.2018 - 01.2021
- Streamlined customer resolution process involving supervision of Call Centre support team who increased First Contact Resolution for ATM and card-related queries from 51 percent to 78 percent while engaging with other units.
- Successfully remodeled ATM operations from in-sourced to outsourced custodianship eliminating fixed costs. This improved fault resolution turnaround time, increased ATM up-time from 92% to 98% and reduced operating costs by 40 percent.
- Managed to upsell and onboard 100% retail customers onto mobile banking solution and acquired 1 million new customers through mobile banking innovation.
- Managed to cross sell Point-Of-Sale merchant solution to 100% Retail Merchant Stores who had continued depositing cash.
- Managed to upsell Internet Banking solution and onboarded 100% Commercial customers and 62% retail customers.
- Renegotiated 6 significant vendor service contracts which reduced department’s expenses by 58 percent within one year of heading department.
- Introduced monthly service review meetings to assess vendor performance and to improve communication and relations.
- Improved customer satisfaction through reducing query resolution time from within 5 days to within 2 days by centralizing corporate customer support, ATM monitoring and reconciliation and decentralizing retail customer support to branches.
- Improved customer net promoter score on ATM and card surveys from 55 percent to 95 percent by automating ATM monitoring and ensuring strict adherence to service level agreements with vendors.
- Supervised in-house card personalization initiative for quicker debit card replacement.
- Enhanced department risk reporting and awareness resulting in reduction of red flag items in Risk register from 5 to 3.
Private Banker
Zambia National Commercial Bank, Zanaco Plc
01.2014 - 01.2018
- Delivered total of net income interest and non-funded income of $960,0000 against target of $900,000 in 2017. This represented 10% year on year average growth over 4 years.
- Acquired 225 (98 new to bank and 127 upgrades) private banking clients/ members against annual target of 200.
- Grew deposits on portfolio from $1.6million to $1.75million against target of $1.73million.
- Grew performing assets to $2.1million against target $980,000.
- Managed to insurance policy with annual premium equivalent of $41, 000 against target of $30,000.
- Achieved Net Promoter Score of 92% against target of 90%.
- Achieved Customer Satisfaction Score of 90% against target of 90%.
- Achieved First Contact Resolution score 98% against target of 90% as reported on Sysaid Customer Relation Management system.
- Achieved 96% mystery shopping adherence to agreed touchpoint service standard versus average department achievement of 92%.
- Accomplished 100% activation of electronic products i.e. APP, Internet Banking and Mobile banking versus target of 98 and average departmental achievement of 95%.
- Completed 100% enhanced due diligence forms for customers/ members.
- Managed to reduce Nonperforming loans to 2% against target of 5% assessing client excess reports and also ensuring that there were zero unauthorized overdrafts.
- Accomplished 100% card activation on Postilion card system and utilization by clients/ members.
- Achieved 95% accurate coding of client/ member segments on Flexcube banking system in collaboration with Information Technology department.
Business Development Manager
Zanaco Plc
01.2009 - 01.2014
- Designed and implemented Zambia National Commercial Bank (Zanaco) Xpress Agency model, a solution to provide cash-in cash-out services at Point-of-Sale terminals now with presence at over 21,000 outlets countrywide serving customers.
- Project Manager on introduction of student/ professional accounts and visa cards to Chartered Certified Accountants (ACCA) Zambia
- Drafted and scooped various tenders including main Government Republic of Zambia business and Social Cash Transfer business
- Introduced bulk cash collection from corporate customers.
Education
Master of Business Administration in Banking and Finance -
University of Lusaka
Lusaka, Zambia05.2018
Bachelor of Accountancy -
Copperbelt University
Lusaka, Zambia07.2005
Skills
- Sales processes
- Financial planning
- Marketing and cross selling
- Relationship management
- Outreach programs
- Microsoft Office
- Postilion financial card system
- Flexcube banking financial system
- Sysaid CRM system
- Credit evaluation
- Loans and Mortgages
- Excellent interpersonal, writing and presentation skills
- Problem solver and result-focused
Certification
- Passed National Mortgage Licensing System (NMLS) test pending sponsorship for licensing. NMLS unique identifier number is 2562276.
- PRINCE2 Project Management Foundation and Practitioners course.
Timeline
Deputy Director Credit and Operations
Higher Education Loans and Scholarships Board
01.2021 - 01.2024
Head E - Business
Zambia National Commercial Bank, Zanaco Plc.
01.2018 - 01.2021
Private Banker
Zambia National Commercial Bank, Zanaco Plc
01.2014 - 01.2018
Business Development Manager
Zanaco Plc
01.2009 - 01.2014
Master of Business Administration in Banking and Finance -
University of Lusaka
Bachelor of Accountancy -
Copperbelt University