1. CURRICULUM VITAE
Personal information
Surname First Name: Irungu Dickson Karani
Address: P.O Box 7, Wang’ur’u
Tel. no.: 0720210209/0732441057
Email Address: dkaraniirungu@gmail.com
Nationality: Kenyan.
Date of birth: 28th June 1982.
Career Objective: Achieve excellent managerial, administrative and leadership skills that
will enhance achieving excellent service delivery to our customers, team building and
increase productivity to the organization generating increased and constant flow of
revenue to the organization and high level of staff maintenance among the team I lead..
Core Value: My work and practice are build on professionalism, integrity and flexibility,
ready to learn new skills and from my mistake so as to be beneficial to the organization
and adding value to the team and self.
Education
Current: Pursuing Masters in Business Administration (Finance Option) University Of
Nairobi.
2003-2007: University Degree Moi University (2nd
Class Upper Honors Bsc.
Mathematics & Statistics)
1997-2001: Kenya Certificate of Secondary School (Grade B+)
1989-1997: Kenya certificate of primary school Education (517 marks out of 700)
Trainings
 Cash Management-KIB
 Supervisory skills-NIC Bank Trainers
 Certificate in Customer Service-Leaders In Action- Trainer Njeri Maina
 Certificate in Cashiering and Back Office processes-KSMS

2. Work experience
2008-Current-Nic Bank:
Current Position: Assistant Manager Nakuru Branch.
Roles & Responsibilities.
Operational Controls.
 Minimization of exposure to and impact of operational risk inherent in Branch
Operations which involves application of controls to effectively control frauds.
 Build and develop high performance at the branch. Help in resource planning,
setting performance objectives and providing regular feedback on branch and
staff. To have an effective rotational and training programme.
 Quality leadership of Branch operations and enhancing team work and ensuring
employee satisfactions.
 Ensure high level of routine standards and uphold an audit ready culture in the
branch. Ensure proper management controls are in place as per handbook.
 Ensure that business continuity plan is in place to mitigate against branch
operational risks
 Ensure all service level agreements are honoured by the branch team, and ensure
that all staff in the branch cultivates a customer care culture.
 Ensure compliance on account opening documents.
 Ensure compliance to set cash holding limits in the branch.
 Management controls per the banks policies, processes and procedures.
 Ensuring Prompt resolution of customer queries, needs and concerns and
maintaining client relationship.
 Ensuring that the branch team adheres to laid down polies and procedure in regard
to AML, and KYC.

3. Business Development.
 Contribute to business growth, support all branch business development initiatives
to grow the balance sheet and P&L for the branch.
 Ensuring growth in liability and assets to meet the branch target.
 Brach cost management to ensure growth in profits.
 Preforming customer visits,
 Negotiating for deals for customers {fixed deposit rates, foreign exchange rates}
with the dealers at head office.
 Portfolio management to ensure that customers are satisfied with the bank
services and products being offered.
Personal Development &Staff Management.
 Ensure proper resource planning, setting performance objectives and providing
regular feedback.
 Have an effective leave programme in place and ensure by the end of the year all
staff have less than six days leave balance.
 Plan weekly and monthly in-house trainings
 Execute an effective rotation programme for flexibility in having back up and
succession planning.
 Build a cohesive team and be a team player by active participation in branch
initiatives and meetings.
 Build, develop, mentor, motivate and retain a high performance team in the
branch.
 Organize branch meetings

4. August 2014-December 2014:
Cash Officer-(Nakuru Branch)
Roles:
Customer service.
 Branch score card minimum 90% in customer service.
 On a monthly basis measure the key performance areas of service in the branch
and collect data through the customer survey questionnaire.
 Ensure the monthly measurements are in conformity with the agreed SLAs.
 Reduce customer complaints by 80%.
 TAT for resolutions of customer queries/complaints within 24hrs. Items referred
to other units for closure must be escalated to Snr. Management if they go beyond
the 24hrs.
 Customer complains to be logged in the CRM system at customer contact centre.
 Analyze customer service complaints and eliminate the root cause of such
complaints.
 Ensure customer confidentiality is upheld at all times.
 Observe the recommended TAT while serving customers’.
 Ensure customers are well informed of the bank products by having all the service
providers well trained.
 Ensure proper queue management by providing adequate resource. At least two
tellers on the counter & two customer service providers at all times.
Operation & Controls
 NIL losses from operational lapses, processing errors and frauds. Operational
processes and procedures should be adhered to with no exceptions.
 Ensure every staff in all functions is aware of the bank’s policies and procedures.
 Ensure proper management of cash at the branch by observing the branch cash
holding limit.
 Ensure that business continuity plan is in place to alleviate against branch
operational risks and losses arising from interruptions.

5.  Ensure proper management of controls are in place as per the banks policies,
processes & procedures i.e. snap checks, keys & combinations, dormant accounts,
office suspense accounts & security of staff, customer’s bank operating tools,
bank assets etc.
 Carry out self-testing on controls using the monthly RCSA and quarterly
operations toolkits.
 Achieve minimum satisfactory rating in audit, process assurance and quality
reviews and timely closure of issues raised.
 Ensure process efficiency & improve productivity.
 Ensure 100% compliance on account opening documentation.
 Ensure account Closure is done with the right process nil lapses.
 Call backs / verifications of customer instructions per the authorized limits – Nil
exceptions.
 No overdrawing of accounts without approval above the set authorized limits.
Other Roles & Responsibilities Held Previously:
Section Head Customer Service & Back Office -Management Level One (City Centre
Nairobi)
Responsibility:
 Supervising tellers to ensure high level of customer service in teller processes
 Supervising front office to ensure high level of customer service delivery,
responding and finding solution to customer service queries to ensure customer
satisfaction.
 Ensure that all attending queries and complaints are attended through timely
feedback to all the stakeholders and provision of reports
 Ensure that the scrutiny of documentation is promptly done with minimal errors
by enforcing a no reworks culture.
 Ensuring that all the processes and procedures are followed to ensure work
efficacy.
 Performing tick back to ensure correctness in processing of instruction
 Management of stationary at the store.

6. Customer Service;
 Handling complaints and following up assisting customers to meet their
different needs,
 Analyzing and monitoring service delivery across all touch points.
 Processing customers instructions e.g. issuing bankers cheque, counter cheques,
debit cards, credit cards, stopping payments and any other customers needs as
they may arise.
 Maintaining service standards at all times
 Resolving customer service issues satisfactorily and with requisite speed
 Anticipate and manage all attendant risks
 Account opening documentation to ensure good KYC compliance.
Custodian Duties
 Loading the ATM machine and balancing the ATM transaction
 Vault management and balancing.
 Cash management-which includes repatriation, observing branch limits and
ensuring customers requirements are met without shortfalls.
 Reconciling bulk stock which include {bankers cheques,bank drafts, foreign
drafts, fixed deposit receipts etc}
Sales.
 This involves cross selling of the bank product to meet the branch target; these
include credit card, asset finance, insurance premium financing, deposit accounts
and shares brokerage.
Cashiering:
 Receiving cash and crediting different accounts as per instructions,
 Making payment as per instruction,
 Reconciling daily cash receipt and payments.
 Offering customer service across the counter and responding to customer
queries with accurate information.

7. Back office operations:
 Receiving and batching foreign currency Cheques.
 Posting telegraphic money transfers (TTS’s),
 Processing Real Time Gross Settlement.
 Receiving and forwarding calls from the switch board.
 Receiving and confirming fax and email instruction from customers and
ensuring that they are processed.
Knowledge and Competence:
 Good leadership skills.
 Good negotiation and interpersonal skills.
 Good organization and planning skills.
 Knowledge in banking policies, processes and procedures.
Languages: can speak and write fluently in Swahili, English, and kikuyu.
Others: can understand Kamba, Meru,
Good Interpersonal Skills Including;
 Excellent communication & negotiation skills
 Excellent team player
 Assertive
 Honest
 Reliable
Computer skills and competences:
 Operating system: windows xp, windows vista, equinox banking system. & T24
banking system.
 Microsoft Office Word, Ms Excel, Ms Access, Ms PowerPoint, Ms Outlook,
Adobe Page Maker.
 Programming language: Pascal programming.

8. Recognition:
 Appointment as a trailblazing champion NIC bank culture transformation.
 Service champion in the initiation and implementation of excellent service
standard to our client the NIC WAY.
Achievement:
 Being part of the team that was involved in the opening and developing a strong
customer base and grow both the liability and asset book at NIC Bank Meru
branch.
 Currently I am managing relationship of the below business names
i. Mengai Hardware,
ii. Rongai Workshop and Transport,
iii. Rongai Technical solutions & Comply Industries.
iv. Comply Industries Limited
v. Directors of Rongai Workshop and Transport.
vi. The Tundo’s.
Referees.
1. Mark Ngeny
Branch Manager
NIC Bank Nakuru.
markngeny94@gmail.com
0723733629.
2. Ritu Bahal
C.E.O
Rongai Workshop and Transport.
ritu.bahal@rongaiws.com.
0722385739.
3. Vikas Kumar
Financial Controller
Comply Industries Limited
vikasjaswal80@gmail.com
0789543071.