Professional Experience:
Peace K. Masamba is a dedicated and innovative banking professional with over seven years of experience in the Banking and Finance sector. Throughout his career at Steward Bank, he has demonstrated a robust understanding of retail banking, financial technologies, and market dynamics, positioning him as a key player in the bank’s growth and digital transformation efforts.
Peace began his career at Steward Bank as an Agent Banking Development Officer from February 2017 to 2018. In this role, he strengthened efforts to establish and expand the agent banking network, recruited and trained 800 agents, and developed marketing campaigns to promote agent banking services. His innovative approach led to the successful implementation of the Agent Banking Portal, which increased operational efficiency and revenue.
From March 2018 to January 2021, Peace served as the Retail Bank Channel Services Officer. He played a crucial role in implementing new products, procedures, and systems to improve customer service efficiency and reduce wait times. His management and training of customer service representatives, coupled with successful cross-selling campaigns and market research, significantly enhanced the bank’s retail operations. Key achievements in this role included deploying self-service solutions across multiple branches and initiating the development of Video and WhatsApp banking during the COVID-19 pandemic.
In January 2021, Peace transitioned to the role of Customer Service Officer, where he focused on researching and analyzing customer complaints to improve satisfaction ratings. He collaborated with cross-functional teams to implement process improvements and trained new customer service representatives. His efforts led to a 90% customer satisfaction score at the Avondale Branch and the successful implementation of a real-time customer feedback system.
Currently, Peace serves as the Millennial Banking Business Development Officer, a position he has held since November 2021. In this role, he collaborates with local schools to establish financial education programs, conducts financial literacy workshops, and explores partnerships with educational institutions. He monitors key performance indicators related to youth banking and provides insightful reports to senior management. His innovative strategies have led to the deployment of banking kiosks at multiple universities, the issuance of over 6,000 dual cards to students, and the organization of seminars to increase financial literacy and brand visibility.
Throughout his career, Peace has exhibited a strong passion for fintech and digital innovation. He has consistently acted as a technology liaison, developing Business Requirement Documents and Financial Specifications Documents to align technological tools with the bank’s strategic objectives. His expertise in market research, competitor analysis, and project management has enabled him to successfully monitor and execute numerous projects and products.
Peace’s professional journey is marked by a series of impactful contributions to Steward Bank’s digital transformation and customer service enhancement. His commitment to leveraging technology for strategic agility and operational efficiency has positioned him as a valuable asset in the banking industry. With a blend of practical experience and academic knowledge, Peace continues to drive forward the bank’s mission of providing innovative financial solutions and enhancing customer experience