Experience

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  Sasini tea- maramba tea factory

  Apr 2003 - Nov 2003

  Accounts clerk

  ♣Dealt with finance management matters, preparation of staff payroll, calculation of out-growers pay, taxation and statutory accounts and presented such to the factory accountant.♣Farmers relations management

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  Sidian bank

  Dec 2003 - Nov 2009

  ♣Participated in the formulation of the banking operations policy and process manual that were approved by the bank in 2008.♣Established a branch control environment.♣Management, coaching, training and mentoring of the staff.♣Chief branch custodian and management of financial instruments; cheques, Visa cards and cash.♣Established a cash management Centre for the bank.♣Growth of cost-effective deposits.♣Branch cost management.♣Staff training on Know Your Customer (KYC) and anti-money laundering. Show less ♣Established the centralized loan processing unit.♣Developed centralized loan process maps.♣Staff recruitment, management, coaching, training and mentoring of the staff.♣Development of interdepartmental service level agreements.♣Managing the loan internal control policies♣Key facilitator in the formulation and implementation of the control self-assessment tests.♣Played a leading role in bank T24 core banking system migration and integration.♣Overseeing the management information system in T24 to adequately support business needs. Show less

  • Assistant Manager Operations

    Jul 2008 - Nov 2009

  • Central Operations Manager

    Jan 2005 - Jun 2008

  • Management Trainee

    Dec 2003 - Aug 2005
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  Faulu microfinance bank

  Dec 2009 - Mar 2021

  Heading contact Center & 61 branches across the country.♣Facilitated a 5 years’ customer experience strategic plan.♣Developed annual budgetary plans for the unit.♣Drive efficient and effective quality assurance across the 61 branches standardizing customer experience and services leading to higher net promoter score by 16 points.♣Drove the strategy in customer loyalty in 2018, resulting in a 36% drop in customer dormancy and increase in transactional income by 6%.♣Implemented a 6 months’ customer experience coaching across the 62 branches aimed at driving a customer-centric culture.♣Digitized the banking product and process through Mpesa tills, deposits and withdrawals reconciliation, agency reconciliation and Visa payments reconciliation increasing the traction buying by 59% and improved customer loyalty.♣Implemented innovative ways of building effective and lasting customer relations and customer loyalty.♣Strengthened consumer’s interest by customizing products to match customers needs, tripling gross margins.♣Facilitates customer journey mapping and continuous process re-engineering this leads to a reduction in the turnaround time in service.♣Facilitates annual audit by both internal auditors and external auditors including Central Bank of Kenya auditors on customer matters♣Leads continuous staff training on product, customer experience, process flows, policies and procedures.♣Develops policies relating to customer experience and reviews of other policies. Show less Core Banking System T24 R16 Implementation Subject Matter Expert on Customer and Operations.♣I was involved in Project vendor selection.♣2-year project in the bank for implementing a retail core banking system.♣Developed the customer and operations future and current business requirements in line with the bank’s strategy for implementation in the system♣ Formulated the customer and operations strategy for the project, this was approved by the board.♣Developed the customer & operations plans and the budget for the project. ♣Headed a team for test scripts development and led the functional system testing.♣Implemented the project within budget and on time. ♣Awarded as the Best SME in the project.♣Supported staff & system management post go live. Show less Leading Call Center & Alternative Channels ( Mpesa Transactions, VISA Card Transactions, ATM Management). ♣Implemented a Call center system within budget and set timelines that replaced 14 handsets that were in use, reducing in person branch customer visits by 17% Within the first year of implementation.♣High customer satisfaction rating that improved by 31% leading to customer retention.♣Established the company service standards this led to matching service and experience by the customers across the branches.♣Developed 6 months all staff training curriculum aimed at culture change to a customer-centric organization.♣Led a team of leaders in developing the interdepartmental Service Level Agreements (SLA). In the first year of establishment, roll out and training, we managed to bring a drop in customer complaints by 23%. ♣Facilitates annual review of SLA.♣Established the company first telesales and telemarketing team that mobilized deposits of Kenya shillings three hundred million within three months of establishment and a loan book of two hundred and ten million. Show less ♣Successful new banking Branch establishment in Kawangware, Kariobangi and Kiserian.♣Turned the branches of Kawangware , kariobangi & Kiserian to profitability.♣The Kawangware loan book grew within three months of the branch establishment by 21% mainly due to effective staff training & mentoring on relationship building & selling skills ♣ Trained staff on risk management and customer/business identification & authentication leading to Zero frauds in the branches.♣Developed branch strategy that was approved by top management.♣Maintained quality loan Portfolio management mechanisms leading to a low portfolio at risk of below 5%.♣Staff growth through mentoring and coaching- Grew Four to management and two to supervisory levels.♣ Maintained Cost controls, in 2010 my branch was rated as the best in cost reduction.♣Led a team that was customer centric was rated at 96% in the customer satisfaction rating, this being the best in the bank in 2010. Show less

  • Manager, Customer Experience

    Apr 2018 - Mar 2021

  • Core Banking System (T24) Implementation Consultant

    Dec 2016 - Mar 2018

  • Customer Service Manager

    Jun 2011 - Dec 2016

  • Branch Manager |Business Development & Growth Manager|

    Dec 2009 - Jun 2011
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  Ipay kenya

  Apr 2021 - now

  Head, business growth & development

  I lead a business and compliance team across Kenya, Uganda & Tanzania. Ensuring we deliver on the company financial goals. My responsibilities include defining and implementing strategic business initiatives, elevating customer experience at all touch points, driving operational excellence, risk management and regulatory compliance including acquisition of in country PSP license. My role also focuses on continuous product innovation and creating targeted partnerships that unlocked business ecosystems to achieve this I leverage on research and data analysis. I build and lead a high performing team that together, we empower business communities with financial tools and insights to scale efficiently in their businesses through digital transformation. Show less