Vera-Irene Kokoi

• Led process improvement initiatives that enhanced compliance and operational efficiency in cheque clearing and validation, directly reducing fraud risks and increasing workflow automation.
• Supervised a high-performing team of validation analysts, ensuring accuracy in technical checks and adherence to financial regulations.
• Managed key relationships with corporate clients, ensuring alignment of banking services with client needs, and resolved complex client queries related to high-value transactions.
• Contributed to banking process innovation by implementing automation solutions that reduced operational costs and improved turnaround times.

• Spearheaded multiple project initiatives within the clearing unit, leading automation efforts that streamlined operations and improved compliance with regulatory standards.

• Collaborated closely with internal and external stakeholders to deliver seamless banking services, fostering long-term client relationships.

• Ensured technical correctness and risk mitigation in the payment and cheque clearing process, directly preventing fraud and other security risks.

• Ensured high quality client service,serving clients and SCB staff for advice, enquiries, complaints, etc
• Provided second level customer support to resolve technical operating problems experienced by the customer by conducting investigations, rectifying errors, providing phone support
• Liaised with all parties concerned for resolving and rectifying SME/Corporate Internet Banking problems
• Escalated problems that were difficult to resolve remotely to Implementation Managers (IMs) for further investigation, rectification, or on-site troubleshooting
• Ensured internal controls and procedures were in place and clearly documented
• Monitored the operation of such procedures and controls, and regularly reviewed them to ensure they reflect changes in process, products, policies, and regulations.

• Managed outside vendors and agencies
• Conducted market research
• Served as media liaison
• Monitored and managed social media
• Produced marketing and promotional materials
• Managed brand and sales
• Supervised sales teams in branches
• Provided product information and resolved concerns to assist customers.

• Organized company events and conferences
• Managed office Budget
• Organized Induction for new employees
• Liaised between departments to accomplish tasks requiring many stakeholders.
• Led meetings, keeping staff informed of changes or new requirements in policies and procedures.
• Implemented office procedures, creating streamlined processes.
• Supervised administrative staff, driving front office operations and continuous workflow.
• Fostered relationships with vendors to expedite orders, repairs and maintenance.

• Conducted Regulatory Compliance review of documentation submitted for the Customer Due Diligence (CDD) review of Business/SME Banking clients to ensure compliance with regulatory requirements
• Reviewed CDD documentation submitted for the regulatory compliance review of Business Banking Clients for Correctness and Completeness
• Identified missing and additional documentation requirements for ETB Business Banking CDD
• Ensured correctness and completeness of documentation received from Client Delivery team for CDD execution.
• Adhered to quality and service standards to support operational goals.
• Met deadlines while maintaining high-quality deliverables.
• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.

Worked in a team to provide round the clock quality service, highlighted operational issues on all digital banking solutions, reduced cost through the usage of e-statements instead of mailing paper statements and resolved all customer complaints in a timely and efficient Manner.