Experience

UBA Kenya

• Kenya
• Banking
• 1 - 100 Employee

• Head of Customer Experience

  • Oct 2022 - Present

   Driving the various CX improvement initiatives and ensuring compliance with Customer Experience standards. Identifying Customer Experience innovations and ensure implementation Monitoring and tracking process efficiency and providing customer experience reports on country performance across defined metrics Managing the customer feedback management process and ensuring implementation of recommendations Enforcing Enterprise SLA's and sanctions management and advocating for Customers in every consideration of business and service delivery Show less

• Service Management Lead

  • Apr 2022 - Aug 2023

  • Develop service improvement strategies across all the banks’ offerings (products, services and channels). • Drive accountability for Service delivery and institute consequence management for deviations• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value• SLA Management and tracking: Resolution rate, Breached Cases and count.• Identify process gaps along with a root cause analysis of issues and make fact based recommendations for process improvement.• Drive process re-engineering and improvement.• Work with various teams to ensure the development of an efficient and scalable end to end process.• Make process design and development recommendations to standardize, improve or redesign processes to meet business needs.• Customer journey mapping across touch points, highlighting opportunities to create “WOW” moments for customers and also eliminating pain points• Voice of Customer – Engaging Channel owners on monthly survey reports with the objective of improving CSAT, NPS and CES• Provide daily report on channels performance• Working with stakeholders to ensure identified issues and recommended improvements are implemented• Ensure customers have the right/enough information to transact on the channels (continuous engagement). Show less



UNITED BANK FOR AFRICA

• 700 & Above Employee

• Relationship Manager (Acting Head), Embassies, Multilaterals and Developmental Organizations

  • Jul 2020 - Apr 2022

   Identification and database management of embassies, multilateral and developmental organizations (EMDOs).  Analysis and selection of must win accounts/mandates, including conversion and seamless on-boarding of new clients, accounts, products and services.  Follow through engagement with the Must-Win-List of EMDOs and continual proposals submissions for their attention.  Bring to completion all service commitments to ensure excellent service and product delivery to EMDOs community.  Engaging and tracking of embassies and donor agencies on accounts opening especially on new projects.  Support the Country Head in managing UBA Group’s EMDO relationships i.e. account negotiation, opening and management.  Create and enforce plans that will help meet the needs of customers with a focus on building long-term relationships.  Efficiently and effective addressing and resolving of customer issues.  Implementation of competitive advantage strategies through market analyses with the objective of staying ahead of the competition.  Promote high-up selling and above-board customer-oriented values and practices.  Strategy formulations geared towards improving brand awareness of respective clients. Show less



UBA Group

• Nigeria
• Banking
• 700 & Above Employee

• Product Manager

  • Nov 2018 - Apr 2022

   Implement the standardized products rolled out by Group in local market  Have oversight and ownership on end-to-end (standard) process to ensure execution of on-boarding for clients and fulfillment of products through engagement with relevant stakeholders involved in executing the standard process to ensure we deliver a seamless client Value Proposition. Complaints & Client Experience: Collaborate closely with the teams to Identify gaps and design failures in existing process and products and work with group product teams to solve for endemic design issues to improve overall product and Service Delivery Product Launches & Product Maintenance. Work with segment and frontline teams to identify client needs and launch existing group product solutions to meet these needs. In the absence of existing group solutions work with the regional team to have the relevant proposition developed as a global solution for implementation Initiate the effective launching of new products to ensure favorable market response and optimum build-up of revenue. Conduct of market surveys and Performance measurement on retail products on a regularly Show less

• Branch Manager

  • Jun 2017 - Nov 2018

  •  Client acquisition, management and retention of existing client relationships consistent with the agreed targets and in line with the Bank’s strategy. Ensuring that account opening processes are completed within agreed service level time lines and within stipulated KYC procedures Support implementation of various sales and marketing strategies to meet ever changing customer needs in liaison with the Branch/Business Manager Improve the Bank’s profitability through cross-selling and up selling of bank products. Responsible for overseeing all branch operations. Show less

• Service Quality Management

  • Nov 2015 - Jul 2017

   Setting up the country’s service quality assurance function – designing and implementing policies, processes and systems  In collaboration with Business leads, develop, monitor and track implementation of the service transformation agenda for the country Putting in place systems for effective Voice Of Customer capturing - top customer visitations, corporate customer visitations, satisfaction surveys via various channels, NPS analysis  Designing and implementing training plans for improved customer service orientation across Branches and Head office functions Show less

• Relationship Manager , Whole Sale Banking

  • Jan 2015 - Oct 2015

   Developing strategies for servicing the various sectors in Corporate Banking such as FMCG, telecommunications, transport, energy and the Public Sector;  Developing relevant products and services to meet clients’ needs Developing strong relationships with customers with the objective of building strong brand loyalty Maintaining an understanding of the customer's sector and associated markets for purposes of structuring superior solutions Managing an existing portfolio of client relationships and assisting with the development of robust relationship plans for the portfolio; Identifying and documenting new opportunities while developing products and services to take advantage thereof. Show less



Standard Chartered Bank

• Singapore
• Financial Services
• 100 - 200 Employee

• Business Planning Manager

  • Apr 2010 - Dec 2014

   Assisting the Head of Wealth Management -East Africa in developing and collating Wealth strategies within the cluster and driving key initiatives.  Updating the Department’s strategic plan through closely tracking the progress and facilitating the implementation of these strategies  Work on the day to day business management for Wealth, including monitoring and tracking business performance and budgets.  Plan/ organize regional meetings/conferences and take responsibility for managing these key business meetings and follow up on actions Show less