NAJMA ABBA
Maxey, Peterborough
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
6
6
Languages
Work History
Managing Director
Payindex Limited, Veri-Credit & Veri
02.2017 - 12.2020
- Develop and execute the company’s strategies in order to attain goals
- Preparing a business plan, budget and monitor progress against these to ensure the company attains its objectives as cost effectively and efficiently as possible
- Providing sales leads through personal network to help the organization grow
- Educating clients of implications of not listing bad defaulters into the Credit reference bureau which is accessible to all commercial banks
- Overseeing day-to-day operations and ensuring that deadlines and targets are met
- Reduced payroll/benefits administration costs 30% by negotiating pricing and fees, while ensuring the continuation and enhancements of services.
Head of Collections
Select Management Services Ltd
09.2014 - 11.2016
- Payroll collections – ensuring that mismatch management is done as soon as byproducts are received, upload schedules are sent back to payroll, feedback received and maintained on the master file
- Ensuring that payments come in from payroll on time
- Off-Payroll collections – ensuring that the collections team follow the 3 call process and report accordingly, payments arrangements are made and letters for the same signed and filed away
- Secondary collections – ensuring that debit orders are run on due dates and monitor the bank statement for any returned files so as to report on each file
- Back office team – ensuring that payments are receipted and returns come through same, ensuring that refunds are processed daily so as to reduce the credit balances, ensuring that the deceased claims are also reported on daily with feedback on each file
- External Partners – setting up bi-weekly meetings with the external debt collectors to follow progress made on accounts and address all challenges, visiting our legal partners once a month to follow up on progress made on all legal files.
Business Development and Client Relationship Manager
Collection Africa Limited
04.2012 - 08.2014
- Managing a team of over 80 debt collectors
- Ensuring that the collections team meet their RPC (Right party contact) rate on a daily basis
- Ensuring that daily streaming reports come from banks for posting to the defaulters accounts
- Attending bi-weekly meetings with banks for regular updates and to address any new challenges that the collectors may be facing with the debtors
- Business Development & Client Relationship Department – Duties Included
- Deliver sales/corporate presentations to new and key corporate clients in coordination with the development team
- Develop communication strategies to ensure that all internal staff are aware of new clients and their individual servicing arrangements
- Develop and implement strategies to identify underserviced clients and ensure clients are serviced wherever possible across regions and disciplines.
Operations & Administration Manager
Fidelity Commercial Bank
01.2004 - 09.2011
- Checking cash and balancing cashiers books
- Giving balances over phone and printing statements for clients upon request
- Opening of accounts for clients and making sure all documents are attained as per KYC policy, – Duties Included (2005):
- Maintaining inward/ outward and EFT
- Confirming chq over 100,000 with clients
- Verifying signatures on all inward chq processed
- Uploading data from all branches and sending files to CBK at the end of the day, – Duties Included (2006), Maintaining customers fixed deposit portfolio
- Proving daily report to the management every end of week
- Reconciling all suspense/ sundry accounts
- Achievement – promoted to an Operations Manager and awarded with cash vouchers, Duties Included (2007)
- Working alongside the Branch Manager to maintain the daily running of the bank
- Communicating with HR over staff matters
- Providing consultations and advice to lower level staff, Setting up new branches I.e
- Diani, Malindi, Mombasa and the last branch I worked at was Muthaiga Branch
- Establishing premises, finalizing with main contractor after full consultations with the E.D
- Working with the architect to ensure that all provisions are made for before final art work is handed over to the contractor
- Having regular visits to branches to ensure smooth running of the bank.
Education
Frauds - Forgeries & Defalcations
Kenya Institute of Bankers
Operations & Risk Management - undefined
Diploma - Business Management
Universal Class
OnlineDiploma - Entrepreneurial Studies
HarvardX
OnlineSkills
Operations management
Financial Management
Negotiation
Budgeting
Contract Management
Staff Management
Project Management
Problem solving skills
Business administration
Effective leader
Client account management
Relationship building
Complaint resolution
Timeline
Managing Director
Payindex Limited, Veri-Credit & Veri
02.2017 - 12.2020
Head of Collections
Select Management Services Ltd
09.2014 - 11.2016
Business Development and Client Relationship Manager
Collection Africa Limited
04.2012 - 08.2014
Operations & Administration Manager
Fidelity Commercial Bank
01.2004 - 09.2011
Frauds - Forgeries & Defalcations
Kenya Institute of Bankers
Operations & Risk Management - undefined
Diploma - Business Management
Universal Class
Diploma - Entrepreneurial Studies
HarvardX