WOMAN TO WOMAN: My mission is to inspire others to greater good 

Who is Susan Ngula?

I am a vibrant, hardworking, God-fearing and passionate woman who plays the role of a wife, mother, professional banker and certified coach.

What is your role at Stanbic Bank and how long have you been in banking?

I am the Head of Operations at Stanbic Bank where I provide leadership to a team that is passionate about delighting our customers.

My role entails among other things, strategy formulation, inspiring the team, providing resources and implementing processes that facilitate meeting a customer’s needs.

I have been in banking for more than 21 years having started my career as a management trainee.

Apart from the role you play in the bank, what else do you do?

I am a member of the International Coaching Federation Kenya Chapter where together with other board members, we are advancing the coaching profession. I deputise the Chapter President and this is my second year of service. I am also active in my local church and as a mentor with an organisation that works with girls from slums.

How do you balance the various roles you play?

By being intentional in my choices. I’m a great believer that when I give my word, I should keep it. This works most times but it also means I have to know when to say “no” so that I do not compromise my “yes”! I also seek help and I do not shy away from empowering and delegating certain responsibilities, even at home.

What does coaching entail?

Coaching as defined by Whitmore is unlocking a person’s potential to maximise their own performance. It is helping them to learn rather than teaching them.

Thus in a coaching conversation, the coachee determines the agenda and the coach asks powerful questions that will enable the person to achieve their desired results.

A coach is trained on the process and does not need to be a subject matter expert on the item under discussion.

What do you love about your work?

I love working with people. As much as I’m an introvert and draw my energy from within, I go to work every day to engage and interact with my colleagues.

I love it when we are able to meet and exceed our customers’ expectations. I get fulfilled when my team is energised and they enjoy what they do.

I also like challenges. I believe learning is life-long and thus I seek ways to grow a new skill or gain new insights in every opportunity. My employer provides numerous opportunities for growth.

What does success in this role look like to you?

Success is measured in many ways – delivery to the shareholder; happy and loyal customers; engaged and committed staff, meeting financial targets and at the same time contributing to the society and economy. When I and my team achieve the various parameters, then we can be considered successful.

Tell us about your family?

I am married and a mother of four teenagers – one girl and three boys.

What advice can you give to up-and-coming women leaders?

It all starts with you. Believe in yourself and your abilities; define your values; play to your strengths and learn the new competencies that you need to achieve your desired role.

Expand your networks and never shy away from seeking help. And as you climb the corporate ladder, reach out for the others who are starting their journey.

To borrow a phrase my daughter uses – stick to your lane. Define what you want for your life and don’t live other people’s dreams.

Most importantly, live in alignment with God’s purpose and whatever work you do, do it with excellence.

What do you do for leisure?

Read, take long brisk walks with my significant other, cook, entertain and I have recently taken interest in tennis.

Finally…

Whatever you commit to do, do it wholeheartedly.