Dafrosah Mkami Tuga

Managed strategic partner bank relationships, including I&M Bank Tanzania and Spenn, serving as a centralized escalation point for operational issues.

Achieved a 90% reduction in onboarding errors by implementing rigorous verification protocols with the Tanzania Revenue Authority.

Co-authored the Credit Policy & Procedures for the Rwanda Spenn loans project, ensuring 100% credit risk approach and regulatory compliance for a successful market launch.

Revised Client Onboarding SOP and conducted daily investigations into suspicious transactions, optimizing internal controls and minimizing audit queries.

Led capacity-building initiatives, training Direct Sales Agents on KYC/AML protocols and verifying merchant legitimacy through field visits.

Launched feedback sessions across Zambia, Rwanda, and Tanzania, managing to bridge communication gaps by 80%, significantly accelerating prompt cross-border complaint resolutions.

Deleted 300+ dormant accounts and maintained the account repository to ensure total data integrity.

Organized the first customer service week and collaborated with the marketing department to create procurement policies for launch events.

aDManaged day-to-day risk operations and conducted due diligence to identify project-related risks and process improvements.

Performed daily reconciliation of the reward model funds; teamed up with the London finance department to check the daily reward model funds movement to new clients. Flagged mismatches to the Internal Control Team Lead, which helped steadily bringdown error rates in the Tanzanian market.Monthly reporting, leveraged Klipfolio dashboard to track data and build monthly reports on keymetrics.

Conducted daily oversight of customer service operations across regional branches in Rwanda, Zambia, and Tanzania, performing daily investigations into suspicious transactions and documentation discrepancies.

Revised the Client onboarding policy, which streamlined account opening procedures and formalized stakeholder responsibilities.

Performed daily reconciliation of the reward model funds; teamed up with the London finance department to check the daily reward model funds movement to new clients. Flagged mismatches to the Internal Control Team Lead, which helped steadily bring
down error rates in the Tanzanian market.
Monthly reporting, leveraged Klipfolio dashboard to track data and build monthly reports on key
metrics.

Worked with consultants from Inspire Development (Germany) to restructure
the bank's lending operations and collaborated in the newly formed Credit Risk
department leading to a progressive reduction of the NPL rate.
Evaluated business and corporate loan applications
using the newly established SOP. Prepared loan proposals and presented to the senior management credit committee for decision making.
Leveraged information from agencies like Creditinfo and Dun &
Bradstreet to check customer credit backgrounds and visited clients on-site for
businesses verification and inspected collateral for credit decision making.

• Reviewed financial statements to determine risk levels and repayment capacity.
• Analyzed credit reports to assess loan eligibility for clients.
• Collaborated with loan officers to evaluate client financial needs and solutions.

Audited governance at front and back office branch operations, ensuring adherence to regulatory documentation standards and internal control policies through strong room safety and account opening procedures.

Conducted monthly compliance reviews of day 1 arrears and performed on-site inspections to verify business continuity and collateral integrity, mitigating early-stage credit risks.

Monitored loan portfolio quality by conducting post-disbursement audits and identifying operational discrepancies across five branches nationwide.

Chosen as one of five candidates for a year-long Executive Leadership Program to enhance managerial readiness and leadership skills.

Completed high impact rotations across key banking functions, including Branch Operations, Loan Portfolio Management, and Customer Service, collaborating directly with senior stakeholders to optimize departmental workflows. Mentored by the General Manager of Finance, I gained strategic insight into fiscal governance and executive decision-making.

Engaged in New Managers Leadership Program at Strathmore Business School (Kenya), focusing on advanced soft skills, business case analysis, and strategic networking within the industry.

Managed end-to-end account opening procedures for individuals, SME, and corporate clients, ensuring EDD and strict compliance with KYC/AML regulations. Served as the primary custodian of the PEP (Politically Exposed Persons) register and successfully participated in the implementation of customer's biometric registration and launch by the bank. Demonstrated high-volume operational efficiency by independently onboarding 250 accounts during the Dar es Salaam International Trade Fair.

Facilitated complex corporate transactions, including EFT, TISS, and SWIFT payments, by receiving requests and client screening

Oversaw account closures, flagged dormant accounts, and conducted real-time biometric registrations to enhance operational accuracy.

Managed inward and outward cheque clearances and performed daily ATM reconciliations to resolve transactional mismatches.