Experience

Absa Bank Kenya PLC

• Banking
• 100 - 200 Employee

• Channels Manager

  • Jan 2017 - Present

  Kenya



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Manager - Digital & Alternative Channels

  • Nov 2016 - Present

  Nairobi Digital Banking Strategy –developing and maintaining digital banking strategy using knowledge of the changing digital banking market and environment. Developing and maintain road maps to support the strategy. Digital Banking Execution – Leading diverse teams managing tactical digital banking projects Maintaining knowledge of digital banking architecture and interfaces to core systems and other third party applications. Determining Implementing, and Testing digital banking solutions… Show more Digital Banking Strategy –developing and maintaining digital banking strategy using knowledge of the changing digital banking market and environment. Developing and maintain road maps to support the strategy. Digital Banking Execution – Leading diverse teams managing tactical digital banking projects Maintaining knowledge of digital banking architecture and interfaces to core systems and other third party applications. Determining Implementing, and Testing digital banking solutions toward meeting Barclays Bank customer needs. Facilitating analysis of existing digital banking business processes. Maintaining Third Party Relations – Driving third party relationships for digital banking products, services and offerings. Reviewing and implementing product/functionality changes. Maintaining documentation – Documenting and updating procedures and manuals of Barclays Kenya digital solutions. Utilizing all available analytics tools for measuring, reporting, identifying system usage. Providing guidance by working directly with stakeholders and Barclays staff digital, alternative channels requirements in respect to content, look, feel, and usability

• Manager - Customer Life Cycle management Strategy

  • Nov 2014 - Nov 2016

  Nairobi Work with partners in Retail and Business Banking, COO and Technology Support teams to design and execute data-driven initiatives to meet planned solutions target for Customer Life-cycle Management. Align the Customer Life cycle Management (CLM) strategy to the business objectives and desired customer experience: to contribute to increasing market share, share of wallet, retention, revenue and profitability. Work closely with segment heads and the marketing department to come up with… Show more Work with partners in Retail and Business Banking, COO and Technology Support teams to design and execute data-driven initiatives to meet planned solutions target for Customer Life-cycle Management. Align the Customer Life cycle Management (CLM) strategy to the business objectives and desired customer experience: to contribute to increasing market share, share of wallet, retention, revenue and profitability. Work closely with segment heads and the marketing department to come up with effective company and information plans that drive the Customer Life cycle Management (CLM) agenda Focus on leveraging key areas of customer life cycle to increase customer solution holding and usage of digital channels. Maintain trackers and related dashboards signifying progress of Customer Life cycle Management across various segments and impact of various initiatives done specifically for Customer Life cycle Management (CLM) Monitor effectiveness of systems used to run Customer Life cycle Management Campaigns in the implementation of the strategy Identify and sizing of opportunities across Demographic; Psycho-graphics and devise strategies & programs to target the same. To develop reports and metrics to understand overall customer retention/repeat behavior across the segments Pro-actively manage and adjust CLM plans in response to changing customer needs and behaviours Achieve Customer Life Cycle Management objectives through the design and delivery of initiatives aligned to target market segments and life cycle stage, ensuring all significant risks have been identified, assessed and appropriately managed Re engineering promotions and campaigns based on outcomes of previous campaigns Monitoring success at customer segment, and campaign level and ensure proper execution of all campaigns across all channels Perform people management functions, including, workforce and recruitment demand planning, talent management and succession planning, training and development.

• Assistant Relationship Manager - Premier Banking

  • Jan 2013 - Oct 2014

  Nairobi Working with Premier clients to help them make the right decisions with their accounts and explain the financial services on offer to them. Identifying possible sales opportunities and generate new business for the relationship managers. Scheduling appointments for relationship managers with premier clients , supervising customer service staff, and ensuring that the set targets are met or exceeded. Ensuring that the customers are provided with excellent service and the organizational… Show more Working with Premier clients to help them make the right decisions with their accounts and explain the financial services on offer to them. Identifying possible sales opportunities and generate new business for the relationship managers. Scheduling appointments for relationship managers with premier clients , supervising customer service staff, and ensuring that the set targets are met or exceeded. Ensuring that the customers are provided with excellent service and the organizational and industry standards are followed.

• Premier Service Assistant - Premier Banking

  • Sep 2008 - Dec 2012

  Nairobi Completing the customer on boarding process for new customers through account opening, cheque book orders, cards applications and issuance of the same once received at the branch Making sure every customer who comes through the door leaves happy by providing help and advice whenever they can. Answering queries and offering information; a lot of interaction with premier customers and colleagues; face-to-face, over the phone and via email. Handling complaints - listening to customers… Show more Completing the customer on boarding process for new customers through account opening, cheque book orders, cards applications and issuance of the same once received at the branch Making sure every customer who comes through the door leaves happy by providing help and advice whenever they can. Answering queries and offering information; a lot of interaction with premier customers and colleagues; face-to-face, over the phone and via email. Handling complaints - listening to customers problems and dealing with them calmly and politely. Resolve simple problems and escalating the complex ones. Customer service and digital champion.