Open to opportunities

Chama Mtonga

@chamamtonga

Banking operations professional strengthening branch growth through new business, compliance, and customer-focused service.

Zambia

Message

What I'm looking for

I want to enhance my professional skills, capabilities and knowledge in an organization that values hard work, using my 7+ years in banking operations, customer service, client relationship management, and new business development to drive growth.

I am an Operations Officer at Zambia National Building Society, deputizing the Branch Manager and driving growth by identifying new leads, capturing deposits, and strengthening the branch’s assets portfolio.

I focus on client relationship management—ensuring satisfaction for existing and potential clients—while handling cash management through forecasting cash needs, collecting and issuing cash, and balancing teller cash at end of day.

I take ownership of controls and compliance, ensuring 100% KYC compliance and coordinating anti money laundering activities between the branch and head office, including investigating suspicious activity and reporting findings.

With experience as an ATM Custodian and Bank Clerk, I bring operational discipline from daily ATM service, ATM reconciliations, and liaising with treasury and engineers, plus first-line customer service. I’m a motivated, reliable, dependable self-starter with 7+ years in banking, sales, and customer relationship management, and I’m currently pursuing an MBA in Management.

Experience

Work history, roles, and key accomplishments

Current

Operations Officer

Current

Zambia National Building Society

Jan 2024 - Present (2 years 5 months)

Deputized the Branch Manager to grow branch deposits and assets by identifying and closing new leads. Managed client relationships, cash management, KYC compliance, AML coordination, reconciliations, and supervised branch staff.

New Business Development Client Relationship Management Cash Management KYC Compliance Staff Supervision Customer Satisfaction

Bank Clerk

Zambia National Building Society

Jan 2017 - Jan 2024 (7 years)

Served as first point of contact for clients, providing timely customer service. Processed cash deposits by capturing details in the system and handled cash withdrawals accurately.

Customer Service Cash Withdrawals Data Entry Record keeping Front Desk Support client support

Brand Ambassador

Multi-Choice Zambia

Jul 2016 - Dec 2016 (5 months)

Promoted and sold company products while providing customer service. Handled customer complaints and queries, and escalated issues and feedback to the appropriate channels.

Promotion Product Sales Customer Service Complaint Handling Query Resolution Escalation Management

Customer Executive

Varun Food and Beverages (Z) Ltd

Jul 2015 - Dec 2015 (5 months)

Handled customer-facing marketing and sales for company products. Provided after-sales support and managed customer queries and complaints.

Customer Support Marketing Sales After Sales Support Complaint Management Customer Relationship Management Product Promotion

ATM Custodian

Zambia National Building Society

Sep 2019 - Present (6 years 9 months)

Maintained daily ATM service to ensure the machine functioned properly. Prepared ATM reconciliations, forecasted cash needs, coordinated with treasury, and escalated to Necor engineers when issues arose.

ATM Services Cash Forecasting Treasury Liaison Incident resolution Cash Replenishment