Rispa Ngugi
Manager, User Policy Strategy at Flutterwave- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
-
Kiswahili -
Topline Score
Bio
Credentials
-
Certified Public Accountant CPA (K)
KENYA ACCOUNTANTS&SECRETARIES NATIONAL EXAMINATION BODY(KASNEB)Jan, 2015- Nov, 2024
Experience
-
Flutterwave
-
United States
-
Financial Services
-
700 & Above Employee
-
Manager, User Policy Strategy
-
May 2023 - Present
The User Policy Strategy Team at Flutterwave is responsible for establishing, developing, and enforcing Policies, Rules, and Standards that govern the use of the Organization's products and services, as well as establishing internal decision-making structures that enable the organization to ensure the integrity of the payments ecosystem. We achieve this by : 1. Understanding the financial partner, card network, and regulatory requirements around each of Flutterwave’s products. 2. Collaborating with key stakeholders (e.g. Product Managers, Engineering, Compliance, Risk Partnerships, Legal, etc) to evaluate the user policy requirements of new products being developed. 3. Designing policy frameworks including rules, standards, and procedures for new and/or existing products, merchant categories, and users. 4. Evaluating existing terms of service to ensure they are aligned with the Organization's risk management strategies, controls, and partner requirements. 5. Thinking innovatively about undefined use cases around payments. 6. Determining internal policies around onboarding and offboarding of merchants or users. 7. Working with the Transaction Monitoring, Compliance, and Fraud teams to ensure our policies translate into controls and operationalize enforcement processes. 8. Articulating to Senior Management the Impact of the Policies developed to ensure alignment with leadership. 9. Resolve product or financial partner roadblocks through thoughtful policies that drive confidence in the Organisation’s risk management function. 10. Work with the company experts and stakeholders in specialized fields to gain insights into policy changes, reform, and development. 11. Be involved in all incident report meetings to align on Policy requirements and risk mitigation. Show less
-
-
-
Freelance
-
Nairobi County, Kenya
-
Strategic Risk & Fraud Management Consultant
-
Apr 2022 - Present
Having a reputation for integrity is crucial to safeguarding market confidence and public trust. Unfortunately, fraud and misconduct can seriously undermine such efforts, exposing an organization to legal, regulatory, or reputational damage. That is why experienced business leaders work to ensure that they have effective approaches to mitigating these risks. This is especially important in an environment marked by intense scrutiny and rising enforcement. As such, this is where I come in to provide below services based on your needs, expectations and goals: -Develop Risk and Fraud KPI framework to keep track of how payment fraud evolves. -Risk and Fraud Industry benchmarking to identify the payment health status of your e-commerce. -Chargeback Management Optimization for process improvements and automation. -Develop Risk management operational strategy to improve the way an organization's fraud team work. -Guidance and Commercial support for third-party fraud detection tools choice and implementation. -Data Analysis improvement to create and update fraud rules & Scoring models -New Merchant Due Diligence Review, Analysis, and Documentation Show less
-
-
-
Six Star Queens
-
Nairobi, Kenya
-
Chairperson
-
Aug 2020 - Oct 2022
Six Star Queens( SSQ) is a car motoring group that comprises of amazing women with beautiful giving hearts all united by virtue of being proud owners and enthusiasts of Subaru car models. SixStar Queens is a registered Community-based organization ( CBO ) in Kenya whose main goal and ambition is giving back to society and road-safety advocacy. SSQ was duly registered in September 2020 and comprises of over 60 women who share the same passion, ambition and vision. We have been involved in various charity and mentorship work in various parts of the country i.e Mombasa, Watamu, Kisii, Meru , Gilgil and looking forward to touching a heart and putting a smile in every county in the years to come. To learn and know more about Six Star Queens check our social media sites: Facebook : https://www.facebook.com/sixstarqueens Instagram : https://www.instagram.com/sixstar_queens/ Show less
-
-
-
DPO Group
-
Financial Services
-
100 - 200 Employee
-
Risk Management Department Manager
-
Apr 2021 - Mar 2022
1. In charge of a team of 7 members.2. Design and implement overall risk management process and procedures for the company, which includes analysis of the financial impact on the company when risks occur.3. Establishing the company's risk appetite level.4. Risk assessment: Analyzing current risks and identifying potential risks that are affecting the company.5. Risk evaluation: Evaluating the company’s previous handling of risks, and comparing potential risks with criteria set out by the company such as costs and legal requirements.6. Preparing risk reports tailored to the relevant audience.7. Supervise the risk team in the role of Risk and potential loss identification, analysis, evaluation, mitigation, and monitoring.8. Develop and implement action plans, procedures, and processes for detecting fraudulent merchants.9. Liaison between the company and the acquirer for all risk-related matters.10. Liaise with the company's legal counsel and law enforcement agencies to develop and execute plans for the recovery of funds lost through fraudulent activity.11. Developer and Custodian of the Business Intelligence Transaction Monitoring System - The Scoring System.12. Preparing risk and loss insurance budgets.13. Preparing and submitting daily, weekly, monthly and ad-hoc risk and loss reports to the relevant parties.14. Explaining the external risk posed by corporate governance to stakeholders.15. Creating business continuity plans to limit risk.16. Conducting policy and compliance audits, which include liaising with internal and external auditors.17. Working closely with compliance department to ensure the company is in line with all acquirer and card schemes regulations.18. Review any new major contracts or internal business proposals.19. Building risk awareness amongst staff by providing support and training within the company.20. Voting and sitting member of the Risk Committee that reviews High-value payments and high level fraud, risk and loss cases. Show less
-
-
Manager on Duty ( MOD )
-
Dec 2018 - Mar 2022
This is a special additional role only assigned to Managers who undergo a rigorous training program, vetting, examination, and appointment by the Group CEO and Chairman.The role entails :1. The first point of contact incase of any emergency, system downtime or any severity level 1 issues.2. Decision taker during out-of-office hours such as during the night, weekend and holidays.3. Master User of sensitive system modules and processes.4. Supervise the teams working during the weekends and holidays.5. Voting and sitting member of the Risk Committee that reviews High value payments and high level fraud, risk and loss cases.6. Approver of high-level requests that had an impact on merchants, transaction processing, relationship with the acquirer( Banks ) and Card Schemes such as VISA, Mastercard and AMEX. Show less
-
-
Fraud Prevention Department Manager
-
Aug 2018 - Nov 2019
1. In charge of a team of 12 members. 3 Supervisors and 9 Officers.2. Developed and implemented action plans, procedures and processes for detecting fraudulent transactions and customers.3. Oversee daily transaction monitoring to detect any money laundering, forgeries, and legal claims.4. Recruit and train new fraud prevention team members to ensure an effective fraud unit.5. Ensure compliance with all laid down policies and procedures in relation to online payments, acquirer( Bank) and Card schemes.6. Design and implement fraud prevention strategies and processes necessary for minimizing risk of illegal financial contrivances within the company.7. Provide recommendations and solutions for the restitution of misappropriated funds.8. Voting and sitting member of the Risk Committee that reviews High-value payments and high-level fraud, risk and loss cases.9. Review risk reports presented by the fraud team to make appropriate adjustments and take key decisions effective for fraud resolution.10. Supervise and conduct interviews to obtain information useful in resolving financial crimes.11. Utilize various data analysis and accounting tools in collecting, sorting and analyzing financial data to obtain results that reveal inconsistencies as well as the possible suspects. Show less
-
-
Customer Care Supervisor
-
Mar 2018 - Jul 2018
1. In charge of a team of 7 customer care officers.2. Handled all VIP and Strategic merchants queries and complaints with strict adherence to laid down procedures and processes to deliver consistent quality and optimize customer satisfaction.3. Handled the team escalations for various tasks that required maker -checker process.4. Worked to achieve high customer satisfaction rates by providing optimal customer service and constant follows ups.5. Prepared the departmental daily, weekly, monthly and ad-hoc reports.6. Acted as the Customer Care Manager shadow.7. Participated in the Merchant Retention and Dormancy project. I worked very closely with the Sales department during the project.8. Handled all team-related trainings and workshops.9. Worked with a commitment to merchant customer care and satisfaction.10. Liaison between Customer Service and other departments.11. Presented the department in the company daily morning brief.12. Handled the close of day and shift for the customer service team.13. Worked overtime during the weekend and holidays when necessary. Show less
-
-
Customer Service Officer
-
Feb 2016 - May 2018
1. Handled all customer and merchant-related queries on the company's support portal.2. Conduced Introductory, advanced, and reports centre training for the merchants.3. Prepared reconciliation and transaction reports for merchants.4. Monitored the Operations dashboard for all System errors and escalated any highlights to the Systems Team.5. Brought forth excellent customer service skills and a commitment to customer satisfaction.6. Worked to achieve high customer satisfaction rates by providing optimal customer service and creative ideas.7. Attended the company's workshops, forums, and conferences to train merchants.8. Fostered a high rate of merchant retention due to optimal customer service and outstanding services.9. Worked with Customer Service, Systems and Product Development departments to enhance overall customer experience.10. Provided top-of-the-line customer service to all merchants, customers, and fellow staff.11. Acted as the shadow for the customer care supervisor.12. Handled the department calendar to schedule any team trainings and merchant service calls. Show less
-
-
-
Equity Bank Limited
-
Financial Services
-
700 & Above Employee
-
Branch Cheque Processing Supervisor
-
Oct 2015 - Jan 2016
1. Received and authenticated all forms of client cheques.2. Processed all the day's cheques on the Central Bank processing cheque portal.3. Prepared daily, weekly and monthly reports on all approved and declined cheques and any highlights.4. Represented the branch in the Central Bank of Kenya and the Banks Cheque Processing meetings and forums.5. Custodian of the Cheque processing System credentials and cheques safe box.6. Handled all VIP corporate cheques and ensured processing before the cut-off time.7. Entrusted with the physical collection of cheques from VIP and government dignitaries.8. Became very familiar with the cheque process and cultivated positive relationships with those involved in the process especially the Central Cheque processing unit at the bank headquarter.9. Ensured the privacy and security of all client's cheques.10. Assisted the Operations Manager with any cheque-related duties, tasks and meetings where necessary.11. Educated clients on how to write a cheque properly. This reduced the branch cheque error rate by 30%.12. Remained proactive in communication with clients and management as needed.13. Adhered to the established standards, processes and procedures of the bank and Central Bank of Kenya. Show less
-
-
Branch SWIFT, RTGS and EFT Officer
-
Jan 2015 - Sep 2015
1. Received and acknowledged all client SWIFT, RTGS and EFT Transfers.2. Processed all received transfers on the bank system 3. Custodian of the bank transfer forms safe box.4. Prepared daily, weekly and monthly reports on all approved and declined transfers and any highlights that the management needed to be aware of.5. Handled all VIP corporate transfers and ensured processing before the cut-off time.6. Entrusted with physical collection of transfer forms from VIP and government dignitaries.7. Worked to ensure a positive and hassle-free experience for all my SWIFT, RTGS and EFT transfer client .8. Settled any customer disputes in a professional and pleasant manner.9. Maintained up-to-date knowledge of all emerging CBK regulations in regard to SWIFT, RTGS and EFT transfers.10. Liased with the back office, headquarters and regional teams for all transfer client-related queries or matters. Show less
-
-
Bank Retail Teller
-
Dec 2013 - Dec 2014
1. Handled the deposit and withdrawal of cash by bank clients.2. Daily cash and vault reconciliation.3. Worked to ensure the confidentiality and privacy of clients' data and information.4. Effectively resolved client queries and complaints.5. Adhered to bank policies and facilitated safe and protected transactions.6. Brought forth a friendly and enthusiastic attitude.7. Worked with a client-oriented spirit.8. Referred clients to in-house financial experts as needed.9. Utilized excellent multitasking and organizational skills.10. Prepared and submitted the branch's weekly and monthly teller reports. Show less
-
-
Education
-
2008 - 2014
Vision Institute of Professionals
Certified Public Accountants of Kenya CPA (K), Accounting -
2009 - 2013
Kenyatta University
Economics, Bachelor of Economics
Community
