stan m
@stanm
I lead banking customer service and compliance operations, improving branch experience, controls, and service delivery.
KenyaWhat I'm looking for
I'm directing customer service operations at Pinefrost Limited, overseeing complaint resolution, escalations, and cross-functional coordination to maintain seamless branch service delivery.
Previously, I spent more than 15 years at KCB Bank Kenya across service quality, compliance, teller operations, and sales. I've driven AML, KYC, and CFT compliance, improved queue and floor management, supported digital banking migration, authorized front-office requests, and strengthened customer relationships through service quality and cross-selling.
Experience
Work history, roles, and key accomplishments
Customer Relationship Manager
Pinefrost Limited
Aug 2024 - Present (2 years)
Directs customer service operations to ensure consistent delivery of high-quality service standards. Oversees resolution of customer complaints and escalations within agreed turnaround times.
Manager, Service Quality & Compliance
KCB Bank Kenya
Jan 2020 - Jul 2024 (4 years 6 months)
Spearheaded service quality initiatives across the branch to drive customer satisfaction and business growth. Championed compliance with Bank policies, SOPs and regulatory requirements including AML, KYC and CFT frameworks.
Assistant Manager, Service Quality & Compliance
KCB Bank Kenya
Jun 2015 - Dec 2019 (4 years 6 months)
Supported the delivery of branch service quality and compliance standards across assigned branches. Assisted in authorising front office customer requests and monitoring ECRM queues within TAT guidelines.
Graduate Clerk
KCB Bank Kenya
Nov 2009 - May 2015 (5 years 6 months)
Delivered world-class teller services through accurate and efficient processing of cash deposits and withdrawals. Processed cheque deposits and executed account transfers including Funds Transfers, RTGS and SWIFT transactions.
Sales Representative
Pinefrost Limited
Jun 2008 - Oct 2009 (1 year 4 months)
Drove new customer acquisition through targeted promotion of KCB products and services. Consistently met and exceeded sales targets for liability and asset products.
Education
Degrees, certifications, and relevant coursework
Masinde Muliro University of Science & Technology
Bachelor of Education, Education
Bachelor of Education (Science) degree from Masinde Muliro University of Science & Technology, Kakamega, completed in 2007.
Thingithu Secondary School
Kenya Certificate of Secondary Education, Secondary Education
1998 - 2001
Kenya Certificate of Secondary Education from Thingithu Secondary School, completed in 2001.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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