Experience

• 

  Equity Bank Limited

  • Kenya
  • Financial Services
  • 700 & Above Employee

  • Product Development Manager (Retail and SME)

    • Jan 2017 - Present

    Accountable for the successful launch of digital products on the Internet and Mobile channels into the market, leading to the delivery of a range of initiatives across the platforms. Played a key role in the bank's success at the Business Awards 2023, where we secured top honors in various banking categories, including Best Bank in Mobile Banking, Best Bank Internet Banking, Best Bank SME Banking, Best Bank in Retail Banking, and Best Bank in Digital Banking.Achievements:• Current channel manager for the web for the Equity group, overseeing the development and implementation of initiatives to enhance the digital web experience.• Squad leader leading a project team comprised of 14 developers, a scrum master, a Project manager, and a technical product manager, ensuring efficient project execution and successful delivery of digital initiatives.• Successfully led the digital migration project, overseeing the seamless transition of customers from the old e-banking platform to the new one for all Equity Bank subsidiaries in DRC, South Sudan, Tanzania, Rwanda, and Uganda.• Shaped and drove the digital channel strategy, resulting in a 400% growth in onboarding and a 291% increase in income.• Set and monitored key channel performance indicators (digital engagement, activity, customer satisfaction), leading to a significant improvement from 10% activity in 2018 to 65% in 2023.• Defined and managed roadmaps for digital channels, ensuring clear channel priorities and driving implementation across all Equity subsidiaries.• Implemented a payment model for Direct Sales and Scholars, leading to a 50% increase in channel subscribers and activity levels.• Established product engagement and support structures, resulting in a total drop of end-user complaints by 90% across multiple markets.• Drafted and reviewed support SLAs, resulting in a timely resolution of issues and an 80% reduction in complaints from end-users.

  • Product Support Officer

    • Feb 2014 - Dec 2016

    • Administered critical back-office support for Eazzynet (Internet Banking) to ensure seamless operations and user experiences.• Ensured prompt and effective resolution of all inquiries and challenges pertaining to digital banking services raised by diverse business units, consistently meeting or surpassing predefined Service Level Agreements (SLAs).• Worked closely with IT and project teams to orchestrate comprehensive user acceptance tests before the launch of new products or features. This involved providing valuable feedback on identified discrepancies and driving necessary corrections.• Handled technical support requests from customers with agility, ensuring their concerns were addressed promptly and effectively to uphold high levels of customer satisfaction.• Collaborated with cross-functional teams to validate and implement digital banking solutions, ensuring seamless integration and functionality across all aspects of the banking platform.

  • Project Officer/ICT Support Officer

    • Sep 2012 - Feb 2014

    • Developed comprehensive project documentation, including project briefs, progress reports, and business cases.• Oversaw risk and issue management, quality checks, and change management processes to ensure project success.• Led project planning efforts, including resource allocation, monitoring, estimation, and budget management.• Conducted project communications, organized checkpoint meetings, facilitated project board meetings, and created communication plans to ensure transparent and effective project execution.• Engaged with various stakeholders, primarily government and NGO officials, to foster productive relationships and ensure project alignment with organizational objectives.• Handled administrative tasks associated with project management, ensuring seamless coordination and execution.• Performed configurations, troubleshooting, and setup of Point of Sale (POS) devices, contributing to the operational efficiency of digital payment systems.

• 

  Family Bank Ltd

  • Nairobi County, Kenya

  • Business Development Officer

    • Jun 2009 - Jul 2010
    • Nairobi County, Kenya

    • Initiated contact with potential customers and conducted thorough analyses of their companies to understand their specific needs and requirements.• Provided tailored product recommendations based on the insights gathered, aiming to address the unique challenges and opportunities of each client.