Bwalya Malama

BWALYA MALAMA- /--4127, Moth Extension Chipata, Zambia PROFILE SUMMARY Highly motivated employee with desire to take on new challenges. Well versed in pension administration, compliance, data analytics/ collection and customer service. I possess strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. OBJECTIVE To enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges. AREAS OF EXPERTISE •Customer service •Compliance •Data analytics •Record keeping •Administrative work •Pension administration •Claim settlement •Data collection •Customer relationship management EXPERIENCE January 2022 PRESENT December 2016 - COMPLIANCE OFFICER NATIONAL PENSION SCHEME AUTHORITY •Employer Records Inspection: Inspect records to identify non-compliant employers. •Employer Education: Educate employers on the NPS Act to enhance compliance. •Inspection Reports: Prepare reports to identify and address management gaps in employer contributions. •Unregistered Employers: Identify and register unregistered employers to facilitate member contributions. •Contribution Collection: Collect contributions from employers in line with NAPSA policies to ensure compliance. •Death Verifications: Conduct verifications to prevent falsified death claims and ensure proper benefit payments. •Prosecution of Defaulters: Facilitate the prosecution of defaulting employers.. CUSTOMER SERVICE CLERK NATIONAL PENSION SCHEME AUTHORITY December 2021 •Member/Employer Records Management: Amend and update records. •Registration: Conduct manual and online registration of members/employers. •Distribution of Cards/Statements: Print and distribute membership cards and statements. •Liaison with Inspectors: Obtain necessary information for full registration and analyze posted accounts. •Income Receipting: Handle contributions paid via OTC and RTGS/DDACC; prepare collected income for banking. •Payment Query Resolution: Resolve payment queries, missing contributions, unposted returns, and multiple contributions. •Stakeholder Orientation: Educate on the use of e-channels like eNAPSA, USSD. •Data Capture: Upload and validate data from monthly returns. •Client Assistance: Issue and assist in filling various forms; check claim forms for completeness. •Record Keeping: Maintain secure and accessible records for processing benefits and contributions. •Customer Service: Address client queries promptly for high satisfaction. •Report Preparation: Prepare requested reports for fund administration. •Logging Claims: Log received claims for record-keeping and information access.  e-NAPSA System Support: Assist with employer and employee registration, amendments, social security number generation, and provisional number disallocation.. February 2016 December 2016 Administrative Officer CMM Loss Adjusters •Mail and Correspondence Management: Handle mail, file correspondence, answer calls, and prepare payrolls. •Record Maintenance: Maintain accurate and organized records. •Communication Sorting and Distribution: Sort and distribute communications promptly. •Scheduling and Planning: Schedule and plan meetings and appointments. •Travel Arrangements: Arrange travel for Directors, Senior, and Junior Loss Adjustors. •Supply Management: Monitor supply levels and handle shortages. •Relationship Management: Maintain trusting relationships with suppliers, clients, and staff. •Work Environment: Ensure a clean and organized work environment. EDUCATION PURSUING Master of Business Administration Copperbelt University 2015 Bachelors of Commerce in Economics North Western University (Mafikeng campus) 2010 Grade 12 Certificate Dominican Covenant Secondary School LEADERSHIP EXPERIENCE BUSINESS CONTINUITY COORDINATOR (2022- to date) •Planning and Implementation: Develop, implement, and maintain business continuity and disaster recovery plans. •Risk Assessment: Identify risks and recommend mitigation strategies. •Impact Analysis: Assess critical business functions and processes. •Testing and Drills: Conduct drills to test plan effectiveness. •Training and Awareness: Educate staff on continuity procedures. •Incident Response: Coordinate responses to disruptions. •Vendor Management: Ensure vendor plans align with organizational needs. •Documentation: Maintain detailed continuity plans. •Compliance: Ensure adherence to industry standards and regulations. •Improvement: Update plans to address new threats. •Communication: Liaise with stakeholders on continuity matters. •Reporting: Present continuity status to senior management. RISK CHAMPION (2019 to 2021) 1. Promote Risk Awareness: Foster a culture of risk awareness across the organization. 2. Identify and Assess Risks: Identify, evaluate, and prioritize organizational risks. 3. Develop Risk Framework: Create and maintain risk management frameworks and processes. 4. Train Employees: Educate staff on risk management practices. 5. Mitigate Risks: Propose strategies to mitigate identified risks. 6. Monitor and Report: Track risk management activities and report on control effectiveness. 7. Communicate Risks: Share risk insights with stakeholders and senior management. 8. Ensure Compliance: Align risk practices with organizational policies and regulations. 9. Analyze Incidents: Investigate risk incidents and recommend corrective actions. 10. Drive Improvement: Continuously refine risk management processes. 11. Collaborate Across Departments: Integrate risk management with departmental operations. 12. Manage risk Tools: Maintain tools and systems for tracking and managing risks. SKILLS •Excellent communication skills •Integrity •MS Office •Versitile •Good organizational skills •Adaptability & flexibility •Stress tolerance •Task prioritization •Analytical skills •Attention to detail •Numerical skills •Professional demeanor •Excellent team player •Good interpersonal skills REFERENCE Mr Jessiey Kombe - National Pensions Scheme Authority Area Manager-/-/- Kaluba Museba - CEEMACK Enterprise Limited Founding Director--/-