EMANUEL COLMAN ERNEST

[email protected] • +255 743 791 424 • KILIMANJARO-TANZANIA

PROFESSIONAL SUMMARY

I am a dedicated banking professional with a Bachelor’s degree in Business Administration from the University of Dodoma, graduating with a GPA of 3.80. I began my career at CRDB Bank in Dodoma as a Direct Sales Officer (DSA) during my internship, where I successfully opened over 250 new accounts, demonstrating strong skills in customer acquisition and activation. My performance earned me a promotion to an intern role. I later joined Akiba Commercial Bank at the Kijitonyama branch, serving as a Relationship Officer in both Personal and Business Banking. In Personal Banking, I consistently maintained a Non-Performing Loan (NPL) ratio below 1%, while in Business Banking, I ensured that my portfolio NPL remained below 5%. Due to my outstanding performance, I was transferred to the Moshi branch, where I achieved significant growth—expanding the business portfolio from TZS 3 billion to TZS 3.9 billion within four months. This growth was driven by effective client engagement, strategic portfolio management, and active support of digital transformation initiatives. I am results-oriented, motivated, and committed to delivering value through excellent customer service, sustainable portfolio growth, and responsible credit management.

WORK EXPERIENCE

RELATIONSHIP OFFICER-PERSONAL BANKING

04/2025 - Present

AKIBA COMMERCIAL BANK PLC

• Partnered with Relationship and Branch Managers to expand the business portfolio, driving product uptake, new client acquisition, and multi-product penetration.

• Designed and implemented client acquisition strategies, aligning product and service offerings to client needs, resulting in measurable growth in account openings and sales volumes.

• Built and nurtured strong client relationships, delivering tailored financial solutions that boosted incremental sales and enhanced client retention.

• Maintained in-depth product knowledge and collaborated with the product team to develop customized solutions for diverse client segments.

• Supported pipeline management by maintaining and refining lists of potential clients in targeted sectors, ensuring a focused and strategic approach to business development.

• Actively participated in sales planning initiatives, conducting marketing calls, client presentations, and promotional activities that generated new business opportunities.

• Ensured strict adherence to internal policies, KYC, and compliance requirements during account opening and client onboarding.

• Consistently achieved weekly and monthly disbursement and deposit targets, contributing significantly to branch performance.

• Prepared and submitted timely reports to the Branch Manager, including daily activity updates, client follow-up logs, and status reports.

• Key Achievements:

• Increased client product holding ratio by 20% through effective cross-selling.

• Exceeded monthly deposit targets.

• Successfully on boarded 55 new clients in 1month, strengthening the branch’s profits.

RELATIONSHIP OFFICER-BUSINESS BANKING

12/2023 - 04/2025

AKIBA COMMERCIAL BANK PLC

• Ensuring compliance with ACB Code of Ethics and Conduct, including adherence to Client Protection Principles and Customer service standards.

• Providing quality service to Customers and managing customer expectations, fully supporting them without boundaries.

• Responsible for potential risks complying with the risk manual and any other available working manuals.

• Manage individual actions that may pose danger to the business in general.

• Marketing and promoting Micro credit and other bank products.

• Undertaking business and client appraisal of client loan application to ensure they comply with lending criteria.

• Conducting interviews to establish the applicant’s character to eliminate the risk of default.

• Gathering and analyzing financial information to evaluate business profitability for lending purposes.

• Monitoring loan disbursement and make constant follow up to ensure timely repayment of loans from clients.

• Reporting regularly to the Supervisor and Branch Manager on performance of loan portfolio so as to initiate timely and necessary steps against defaulters.

• Ensuring that all services offered to customers follow ACB lending policies and procedure.

• Responsible for keeping client’s records for reference.

• Responsible for full recovery of all loans under my portfolio.

• Performing other duties as directed or assigned by my superior.

BANK TELLER, OPERATION OFFICER AND CUSTOMER SERVICE OFFICER. (INTERN)

01/2023 - 08/2023

• Facilitate customer transactions from the customer through deposit and withdraw

• Cross selling of FX products

• Daily cash reconciliation

• Posting both inward and outward cheque

• Salary processing.

• Account opening.

• FDR receipt opening and reconciliation.

• Set up standing order instruction.

• Custodian of ATM card and reconciliation.

• Custodian of ATM machine and its reconciliation.

• Processing of outward cheque through TACH system.

• Reconciliation of GL accounts.

• Backup custodian of Strong room.

• Stationary maintenance and reconciliation.

• Processing TISS.

• Cheque book ordering and its reconciliation.

• Petty cash and its reconciliation.

• Cross-selling loan products.

• Selling insurance products and FX

• AS OPERATION OFFICER

• Launching new products by ensuring that processes, systems, and workflows are aligned for smooth execution within the Branch.

• Prepare and submit quarterly reports to the Operations Manager, summarizing key metrics, risks, and actionable recommendations for process improvements.

• Identify operational risks or issues and escalate them to the Operations Manager in a timely manner for Mitigation.

• Scanning of all necessary operational documents including application forms, letters and other important documents.

• Maintain and update member data, ensuring accuracy in client information, contributions, and fund performance records. This includes handling tasks such as KYC updates to meet regulatory standards.

• Oversee day-to-day business operations.

• Ensure that operational procedures are followed efficiently.

• Monitor workflows and optimize productivity.

• Identify areas for process optimization and efficiency.

• Implement strategies to enhance productivity and reduce costs.

• Work with different departments to streamline operations.

• Identify areas for process optimization and efficiency.

• Implement strategies to enhance productivity and reduce costs.

• Work with different departments to streamline operations.

• Support and guide operational teams.

• Coordinate between departments to ensure seamless collaboration.

• Track key performance indicators (KPIs) to measure operational success.

• Generate reports and provide insights for management.

• Address bottlenecks and implement corrective actions.

• Monitor inventory levels and ensure timely procurement

• Maintain effective communication with clients, vendors, and internal teams.

• Address operational issues to improve customer satisfaction.

RELATIONSHIP OFFICER PERSONAL BANKING

• Client Acquisition: o Identify and approach potential clients for banking products (savings accounts, loans, credit cards, etc.)

• Generate leads through cold calling, referrals, or branch walk-ins.

• Onboard new customers through proper documentation and KYC verification.

• Relationship Management:

• Build and maintain strong, long-term relationships with existing clients.

• Act as the main point of contact for personal banking customers.

• Conduct regular client follow-ups to ensure satisfaction and identify new needs.

• Sales and Revenue Generation:

• Achieve assigned sales targets for deposits, loans, and cross-selling products (insurance, investment plans, etc.).

• Promote and explain features of personal banking products and services.

• Customer Service:

• Address and resolve customer queries and complaints in a timely and professional manner.

• Educate customers on digital banking tools and help them adopt online services.

• Compliance and Risk Management:

• Ensure all customer transactions comply with internal policies and regulatory requirements (KYC, AML, etc.).

• Maintain accurate and updated records of all customer interactions and account activities.

• Market Awareness:

• Stay updated on market trends, competitor offerings, and product changes.

• Provide feedback to management on customer preferences and product development needs.

• Reporting and Documentation:

• Prepare regular reports on sales performance, customer interactions, and account status.

• Maintain detailed and organized documentation for audits and reviews.

BRANCH BANCASSURANCE OFFICER

• Insurance Sales through Bank Channels:

• Promote life, health, and general insurance products to the bank’s customers.

• Identify customer needs and offer appropriate insurance solutions.

• Achieve monthly and quarterly insurance sales targets assigned by the bank and insurance partner.

• Customer Relationship Management:

• Engage with walk-in customers and existing account holders to cross-sell insurance.

• Provide end-to-end assistance for policy issuance, documentation, and servicing.

• Follow up on renewals, premium payments, and policy updates.

• Branch and Team Collaboration:

• Work closely with branch managers and relationship officers to generate leads.

• Train and guide branch staff on insurance product features and sales techniques.

• Conduct joint customer calls and in-branch promotional activities.

• Compliance and Documentation:

• Ensure all insurance sales comply with Insurance Regulatory and Development Authority of Tanzania and bank guidelines.

• Maintain accurate and updated records of all customer interactions and transactions.

• Handle confidential data with integrity and professionalism.

• Customer Education and Awareness:

• Educate customers on the importance and benefits of insurance.

• Provide detailed product presentations and explain policy terms clearly.

• Help customers make informed decisions without mis-selling.

• Reporting and Analysis:

• Submit daily/weekly sales reports and pipeline updates to the bank and insurance company.

• Track product performance and customer feedback to improve service delivery.

• Analyze branch-wise performance and help improve low-performing areas.

DIRECT SALES OFFICER

01/2021 - 01/2022

CRDB BANK PLC- UDOM BRANCH , Dodoma

• Opening CRDB scholar a/c

• Deposit mobilizations within branch

• Cross-selling of Bank products

• Dormant a/c activations

RELATIONSHIP OFFICER BUSINESS BANKING & PERSONAL BANKING

06/2022 - 12/2022

CRDB-UDOM BRANCH , Dodoma

• Client Acquisition & Retention:

• Identify and onboard new business clients.

• Maintain strong relationships with existing clients.

• Financial Needs Analysis:

• Understand the client’s business model and financial needs.

• Recommend suitable products such as, salary loan, business loans, trade finance, overdrafts, and cash management solutions.

• Credit Evaluation:

• Assist in loan applications and collect relevant documents.

• Coordinate with credit teams for risk assessment and approvals.

• Cross-Selling:

• Promote additional services like insurance, payroll solutions, or investment products.

• Portfolio Management:

• Monitor account performance, repayments, and potential risk flags.

• Market Research:

• Stay informed about market trends and competitors to offer competitive solutions.

EDUCATION

BACHELOR OF BUSINESS ADMINISTRATION (GPA 3.8)

01/2019 - 01/2022

UNIVERSITY OF DODOMA (UDOM) - DODOMA , Dodoma GPA: 3.8

ADVANCED CERTIFICATE OF SECONDARY EDUCATION

01/2017 - 01/2019

MBEZI BEACH HIGH SCHOOL –DAR ES SALAAM , Dar es Salaam

ORDINARY CERTIFICATE OF SECONDARY EDUCATION

01/2013 - 01/2016

NDUWENI SECONDARY SCHOOL-KILIMANJARO , Kilimanjaro