HIRWA Ramadhan

June 2021 up today

Director of Operations in BANCOBU (Banque Commerciale du Burundi), Burundi

Key duties and responsibilities

·         Handling, coordinating and managing all the banking operations

·          

·         Sensitizing all the staffs on compliance, risk management and internal controls through the annual training plan

Reporting once a term to board on internal control and compliance activities.

June 2021 up today

Director, Risks and Compliance in BANCOBU (Banque Commerciale du Burundi), Burundi

Key duties and responsibilities

·         Setting up, implementing and evaluation the global risks cartography

·         Tracking and evaluating all the financial risks related to budgeting, financial management, etc.

·         Implementing, running the internal controls insurances

·         Setup compliance framework responding to local and international requirements (KYC, AML/FT policies, ethic and deontological code, etc.)

·         Setting up manual and automated system internal controls

·         Creating, developing and maintaining relationships with correspondents’ banks and international partners

·         Setting, implementing and testing the adequate Business Continuity Plan responding

·         Reporting to Managing Director on the execution of internal control annual plan activities.

·         Proving support to all other departments in their daily activities in all projects to ensure they are results oriented, secured and compliant.

·         Sensitizing all the staffs on compliance, risk management and internal controls through the annual training plan

·         Reporting once a term to board on internal control and compliance activities.

05 July 2019 to 21 June 2021

Internal Control and Compliance Senior Manager, Ecobank

Key duties and responsibilities

·         Run the internal controls according to the Group Annual Controls Plan and group internal control charter

·         Contribute in establishing and running the Compliance Annual Plan (CAP) in the affiliate

·         Publish, sensitize all the staff on good comprehension of the internal processes and regulations from the Central Bank

·         Identify and track all the operational Risks (frauds, AML, Embargo,), market risks, strategic, … to prevent the bank from any penalty or loss.

·         Track all the operational risks related to bank’s operations and suggest a corrective action plan

·         Assist the Head of Internal Control and compliance is his functions

·         Treat all the bank confirmations (Audit balances and signatory confirmations)

·         Matching finances with all the internal GL accounts reconciliation,

·         Produce all group reports according the Ecobank group Internal Control policies

·         Ensure full bank compliance to the Central bank’s expectations and regulations

·         Produce all local and group reports according to the control plan approved by the Board shareholders and Risk committee.

24^th June 2014 to 04 July 2019

Head Office Branch Manager, Commercial Banking, Ecobank Burundi.

Key duties and responsibilities

• Setting up an efficient strategy according to the attribute to the bank’s growth by develop a strong business plans and branch performances management tools,
• Developing a customer loan and deposit portfolio to ensure that the branch is profitable (covering 85% of all the Ecobank Burundi transactions)
• Ensure full compliance in all customer requests and operations regarding the central bank regulations and group requirements
• Ensure the continuity of the enrolled Lean project initiatives and group quality initiatives at the head Office Branch
• Tracking all the products delivery service through the service level agreement (SLA) by the affiliate

·        Run the Branch control and provide weekly branch control reports to the Internal control department

• Assist, install and develop a well skilled customer service team through our teller, customer service and credit units which may offer expected excellent customer services.
• Coordinate the branch following procedures with full collaboration with all the board of Directors (management Committee),

11^th Feb 2012 to 23June 2014

Country Lean Transformation project and Quality Manager at Ecobank Burundi and Burkina Fasso, Domestic Banking Department

Key duties and responsibilities

• Conduct basic diagnostics according to the LEAN PROGRAM guidance’s and share results with Management Board for analysis and decisions or actions in Burkina Fasso.
• Run the entire Lean project in Ecobank Burundi (financial and non-financial performance management, coaching and feedback, alternative revenues, time management skills, process improvement, …) as Project Manager
• Plan and coordinate all the Quality service activities to ensure customer satisfactions, retention and ensure regular service & processes improvements.
• Tracking all the time delivery service (Service Level Agreement SLA) and the customer complaints management process (Customer Resolution center) to produce reports to the Management for appropriate corrective action plan
• Plan and run the customer-oriented trainings (Customer First training programs) to all staff members of Ecobank Burundi
• Assist, install and develop a well skilled customer service and selling teams which may offer expected excellent customer services.
• Reinforcing selling tools to commercial departments to ensure high performance,
• Tracking & improvement – all relevant reporting around subject 
• Reporting directly to Head Domestic banking department

11^th Jan 2011 to 10Feb 2012

Customer Service Manager at Head Office, Domestic Banking Ecobank Burundi.

Key duties and responsibilities

·         Coordinating and organizing the customer service team at Head Office Branch

·         Planning trainings and coaching of the customer service team on customer care technics or approaches, operations and process management.

·         Authorizing all branch operations over the self-authorizer system as well as account opening and related system maintenances

·         Developing sales through cross selling technics and approaches on existing and potential customers for the branch portfolio development

·         Participating in direct and indirect sales and sharing the branch performances to the Branch manager and Head Consumer Banking

·         Participate in the processes of promotional campaign ay branch level to sensitize and mobilize people for the success of the campaign

·         Reporting on key customer complaints and pain points while suggestion potential corrective plans to Management

·         Implicate in Net Promoting Score regarding to customer satisfaction level tracking and share feedbacks in early morning sessions meetings

·         Tracking & improvement – all relevant elements and produce reports to the Branch Manager in the branch management process

·         Handling any additional task from Management instruction

1^st Apr 2010 to 10 Jan 2011

Sales Officer, Transaction Banking Department, Ecobank Burundi.

•         Putting in place marketing strategies for our electronic services and products (e.g. ATMs, Banking cards, POS, SMS Banking, E-c Collect, etc.) in the Burundi

•         Training and motivating all the staff on the use of these new products and services.

•         Organizing communication campaign to mobilize or launch new electronic products,

•         Making the follow up of the public suggestions and recommendations on Transaction Banking products and services.

•         Conducting the marketing activities in collaboration with other commercial departments aiming to sale Transaction Banking Products under the supervision of the head Transaction banking Department plan call visits.

•         Making feasibility studies of the ATMs and POS installations in key strategic areas where opportunity can be detected.

•         Producing the daily, weekly and monthly reports of all the activities of the department.

•         Organizing the weekly meetings of the Transaction bank Department and reporting to Head Transaction Banking;

•         Tracking & improvement – all relevant reporting related to the department 

31^st Mar 2009 to 31^st Mar 2010

Internship, Head Assistant at Brand & Communication Department.

•         Assisting the Head of Brand & Communication department in his functions.

•         Establish, planning and executing a very performing internal and external communication strategy in collaboration with the Head of Brand and communication.

•         Updating the information on Ecobank Burundi intranet site.

•         Receiving, analyzing, selecting and treating all the sponsorship requests considering the professional guidelines and business opportunities for the corporate social responsibility purposes.

•         Producing the audio and visuals supports for Ecobank Burundi promotions and publicity with support of Brand and communication based in UK;

•         Maintain the group Ecobank Identity trough Ecobank indoor and outdoor promotions and publicities of all the Ecobank branches in Burundi

•         Searching for and advising on a good visibility opportunity through all of the communication tools (Billboards, radios, Televisions, newspapers, posters, fliers, leaflet, …).

•         Key advisor in Public relations in events organizations (new branches to be launched, promotional activities, customer forums, marketing meeting, new projects to be run at affiliate level, press conferences, media relations, …)

•         Producing reports to the Head of Brand and communication

NAME OF REFEREE

 POSITIONS

CONTACTS

E-MAILS

Trinitas GIRUKWISHAKA

Managing Director

+257-61-015-015

+257-69-390-000

tgirukwishaka@bancobu.com

Dr Frédéric NTIMARUBUSA

Deputy Managing Director

(Banque Commarciale du Burundi)

+257-76-172-184

fntimarubusa@bancobu.com

IDRIS DIOP

Director, Compliance

+201228875663

idiop@afreximbank.com

SUBJECT OR CONCENTRATION

TYPE

TRAINNER

COUNTRY

Fundamental Risks Management principles

International

Institute of Risks Management

London – UK

The Customer Service Expert Manager Bundle including different certifications listed below:

Customer Relationship Management Certification, Customer Service Certification, Customer Care Certification, Managing & Improving Customer Service Process Certification, Dealing with Difficult People and Situations Certification, Dealing with Difficult People and Situations Certification, Rescuing Difficult Customers Certification, Face to Face Customer Service Certification, Electronic Customer Service Certification, Connecting with Customers Certification, Is the Customer Always Right Certification, Dealing with Customer Complaints Certification)

International Certification

(All certificates are available and can be verified online)

New Skills Academy

London – UK

Customer Service Management certification

International Certification

(Certificate available)

E learning College

London – UK

Human Resources Management certification

International Certification

New Skills Academy

USA

Entrepreneurship in emerging countries, Harvard University, Business School, USA

International Certification

(Certificate available)

Harvard University

USA

Humanitarian Communication, addressing key challenges, Geneva University GENEVA

International Certification

(Certificate available)

Geneva University

GENEVA

Refugees 21^st solution management

International Certification

(Certificate available)

London University

London – UK

Customer Service Management certification

International Certification

E learning College

London – UK

Human Resources Management certification

International Certification

(Certificate available)

E learning College

London – UK

Fraud Prevention certification

International Certification

E learning College

London – UK

Consultancy Business Management certification

International Certification

(Certificate available)

E learning College

London – UK

Digital marketing Management certification

International Certification

(Certificate available)

E learning College

London – UK

AML LB/FT AML online certification, certified compliance professionals in Africa by ACCPA, USA

International Certification

(Certificate available)

ACCPA

Honolulu, USA

Personal development certification

International Certification

(Certificate available)

John Maxwell school

/Baraka Gate

Dakar – Senegal

Customer Service training, Bujumbura – Burundi

Local Certification

(Certificate available)

Gilbert and Partners

Burundi

Languages

Performing levels

French

Fluent (speaking and writing)

English

Fluent (speaking and writing)

Kiswahili

Fluent (speaking and writing)

Kirundi

Fluent (speaking and writing)