16+ Years Maximizing Revenue, Organizational Value, & Market Share

Work experience

Dime Consultants Limited

Co Founder & Chief Product Officer

Dime (Fintech start-up owned by Dime Consultants Ltd) that provides short term (between 1 week and 3 months) credit facilities to underserved and underbanked members of the society. Loan tickets range from Kes 500/- to Kes 30,000/- (USD 5/- to USD 250/-). Products include salary advance, emergency loans, school fees loans and lifestyle loans (BNPL).

Led the transformation of product ideas from their most formidable stages into actionable concepts, timelines, and projects while maintaining a serious consideration of the financial implications, marketing needs, and the overall objectives of the business. Provided the strategic product direction. Including product vision, product innovation, product design, product development, project management, and product marketing.

Ngao Credit Limited

Senior General Manager - March 2021 - November 2022

Brought on board to provide vision and define strategy for business growth and expansion, customer operations, change management, business risk mitigation, digital transformation, operational efficiency, and energize managers and teams to optimize performance and profitability, while serving as liaison with the Board of Directors of this non-deposit taking Microfinance Institution.

Performance Highlights:

• Grew product offering with new product launches that included USSD, a mobile lending App, and loans against shares product.

• Drove process improvements, reducing loan-processing TAT from 18 to 5 hours.

• Expanded customer base with acquisition of 3000+ new SMBs since the beginning of tenure, generating 3% MoM (Month-on-Month) portfolio growth.

• Set peak records for growth, producing 33% portfolio growth, slashing customer complaints 80% in 17 months (spike in NPS from 3.3 to 7.7), driving 5.5% monthly increase in profits, and business conversion rates from 24% to the current 36%.

• Overseeing 200 staff across 10 locations and providing financial oversight on an Kes 250 million annual P&L.

• Reduced debt exposure by reducing loan portfolio at risk (PAR) by 10% and ensuring 100% collections.

• Achieved 89% staff retention in July 2022 up from 81% in March 2021.

SBM Bank (K) Limited

Manager - Products Development & Management - August 2018 - February 2021

Directed product management, taking ownership of product pricing, product development, go-to-market strategy, and market penetration for all the Bank’s products (assets, liabilities, prepaid and credit cards, digital and off-balance sheet products) to enhance customer experience and accelerate product sales.

Performance Highlights:

• Increased revenue per customer by 15% over two years.

• Piloted the roll out of remote clearing services for corporate and large SME customers, enabling digital banking of cheques and online payments for customers.

• Managed cross-departmental collaboration with business, technology, and product management to drive execution of strategies, improve cross-channel customer experiences, reducing time spent in banking hall queues from an hour to an average of 5 minutes.

• Led five staff and managed KES 5 billion in annual non-interest income budgets.

Chase Bank (K) Limited - May 2006 - August 2018

1. Manager - Liabilities Products - April 2017 - August 2018

Accountable for the management and growth of the KES 59 billion liabilities products portfolio, including savings account and fixed deposit. Defined and executed product strategies and roadmaps to ensure they compete successfully across all vertical and horizontal market segments for direct and indirect customers.

Performance Highlights:

• Managed three staff members and KES 3 billion in Non-Funded Income (NFI).

• Grew liabilities book by 7.2% over 18 months, vaulting growth from KES 55 billion to KES 59 billion by creating and implementing a cohesive customer engagement strategy.

• Generated new revenue streams by opening 20 000 CASA accounts (Current Accounts & Savings Accounts).

• Reduced cost of funds (CoF) from 7% to 6% over tenure.

2. Business Lead - Retail Business Projects (Chiggle) - June 2015 - March 2017

Promoted to lead a team of six in designing, building, rolling out, and operating Chiggle – a virtual bank (Fintech start-up) owned by Chase Bank, that provided a direct banking platform, enabling transactions through mobile, web, ATM, and email.

Performance Highlights:

• Managed seven staff and US$5Million in project budgets.

• Significantly improved customer experience with the development and launch of Chiggle that automated customer transactions.

3. Manger - Business Process Re-Engineering - April 2013 - June 2015

Advanced through a promotion to manage the design, implementation, and evaluation of business processes, to identify opportunities for improvement and drive change management projects.

Performance Highlights:

• Positioned operations for significant competitive edge, reducing time spent by customers at the branch by 20%, branch operating expenses by 5%, and branch stationery costs by 9%, through the elimination of deposit and withdrawal slips at the banking halls.

• Led the Chase Bank Customer Data Enrichment Project, which improved the quality of customer data from 44% to 86%.

• Project-managed the roll out of three Chase Xpress branches, drafting the operating model, staffing outlets, and aligning the Bank’s processes and policies with the model.

• Key-member of a 4-member team that spearheaded a bank-wide survey on customer experience, gathering information from 1300 staff on customer pain points and wish lists, and factors hindering employee performance, and provided recommendations that were fed into the Bank’s 3-year strategy.

• Survey led to the creation of an Innovation Hub tasked with coordinating process improvements, and new product development ideas from customers and staff.

• Directed the redesign and release of the Bank’s Branch Operations Processes aligned with the growth strategy.

• Formalized technical processes and procedures and conducted one-on-one consultations with departments to support the Bank’s acquisition strategy.

4. Service Delivery Manager - November 2011 - March 2013

Recognized for exemplary performance and promoted to head service delivery operations at the Kisumu Branch, championing excellence in customer service delivery and enhancing customer experience.

Performance Highlights:

• Led a 15-member team composed of Operations, Customer Service, Credit Officers, and Subordinate staff and managed KES 15 Million in monthly budgets.

• Established risk and audit rating goals and achieved 87% in branch risk and audit ratings over two years, exceeding the target of 75%.

• Oversaw initiatives to help maintain regulatory compliance and foster good banking practices.

5. Senior Relationship Officer - Forex Sales - July 2010 - November 2011

Promoted to manage and strengthen customer relations in the Western Kenya region and drive Money Market, Forex (FX), Transfers, and Derivatives product sales.

Performance Highlights:

• Managed four staff and KES 1.25 million in monthly net revenues per region across four regions.

• Outperformed revenue targets, generating KES 10 million in net profits within 12 months against a target of KES 3M as a Treasury Sales Representative for Western Kenya region.

• Forged strong customer relationships by identifying customer needs and providing customized solutions.

Early Career

6. Credit Administration Officer | Chase Bank (K) Limited June 2008 – June 2010

• Advanced through a promotion, managed two staff members and the bank’s SME portfolio.

• Reduced SME book PAR (portfolio at risk) from 15% to 11.5% over two years by enforcing credit appraisal and approval processes and performing perfection of security prior to loan disbursements.

• Coordinated collection of fees and commissions due to the Bank, and prepared periodic management and CBK reports on loans disbursed and declined, including CBK PR-8 and PR-.

7.Business Support Officer | Chase Bank (K) Limited May 2006 – May 2008

• Performed domestic and international payment transactions (telegraphic transfers, cheques, RTGS, EFT’s, direct debits and standing orders), ensuring 98% accuracy in processing customer instructions.

• Carried out inter-bank transactions through the CBK Clearing House and ensured nil penalties from the CBK.

• Managed one staff and conducted daily reconciliation of bank transactions sent and received through the Clearing House.