Maureen Ouko

High-impact Operations Executive with 8+ years of experience driving customer operations, team performance, and service delivery excellence in fast-paced environments. Proven ability to lead support teams, optimize onboarding processes, and resolve operational challenges with speed and precision, specializing in portfolio growth, debt recovery, and multi-branch leadership. Track record of improving turnaround times, reducing service bottlenecks, and enhancing customer satisfaction through data-driven decision-making and process optimization.

Adept at managing high-volume operations, monitoring KPIs and SLAs, and collaborating with cross-functional teams to deliver seamless customer experiences. Recognized for leading incident management, executing root cause analysis, and delivering measurable improvements in turnaround time, service stability, and team productivity. Highly adaptable, tech-oriented, and skilled at translating operational insights into scalable improvements.

Senior Operations Officer at Chai Sacco Society Limited (2024-08 – Present)

Lead end to end customer operations, supervising support teams and ensuring high-performance service delivery across all customer touchpoints. Oversee branch and satellite operations ensuring efficiency across credit, teller, and customer service functions.

• Lead end to end customer operations, supervising support teams and ensuring high-performance service delivery across all customer touchpoints
• Oversee branch and satellite operations ensuring efficiency across credit, teller, and customer service functions
• Lead branch and satellite operations, managing cross-functional teams to deliver on KPIs and service targets
• Monitored loan portfolio performance and enforced credit compliance, maintaining strong portfolio quality
• Provided insights in credit committee, influencing risk mitigation decisions
• Drive team productivity by setting up KPIs, monitoring SLAs, and implementing structured performance management systems
• Oversee customer onboarding and registration processes, ensuring accuracy, compliance, and seamless user experience
• Proactively identify operational bottlenecks, analyze root causes, and implement process improvements to enhance efficiency
• Manage escalations and complex customer issues, ensuring timely resolution and high satisfaction levels
• Generate and present detailed operational reports, tracking performance metrics, customer trends, and service gaps
• Collaborate with internal teams to resolve system-related issues impacting customer experience and service delivery
• Ensure optimal customer service workflow including teller operations, treasury controls, and front-office interactions
• Conduct root cause analysis and deploy corrective actions to eliminate recurring operational issues
• Monitored the performance of the branch's loan portfolio, ensuring compliance with lending policies and procedures
• Implemented and enforced branch risk management policies and procedures to mitigate operational risks
• Maintained accurate branch accounting records and facilitated financial audits as required
• Prepared comprehensive monthly reports for the branch and its satellite offices, ensuring accuracy and timely submission
• Strengthen cross-functional collaboration to resolve system and service delivery challenges
• Coach and guide team members to improve performance consistency and operational discipline

Senior Credit Officer at Chai Sacco Society Limited (2023-12 – 2024-07)

Managed high-volume customer interactions, resolving inquiries and escalations efficiently. Improved service turnaround time by streamlining operational processes and enhancing coordination.

• Managed high-volume customer interactions, resolving inquiries and escalations efficiently
• Improved service turnaround time by streamlining operational processes and enhancing coordination
• Analyzed recurring customer issues and provided actionable insights to improve delivery service
• Prepared operational and performance reports to support data-driven decision-making
• Resolved escalated customer complaints relating to loan enquiries and credit services
• Led member engagement forums and enhanced customer relationship management
• Improved turnaround time (TAT) in loan processing and member feedback
• Loan Restructuring - Led client engagement for restructuring distress accounts and negotiating settlement plans
• Managed a diversified loan portfolio with a focus on reducing delinquency and maintaining a healthy PAR
• Implemented tracking systems to monitor overdue loans and enhance early recoveries
• Prepared portfolio reports and collaborated with legal teams for escalated recovery cases

Acting Senior Operations Officer at Chai Sacco Society Limited (2023-02 – 2023-11)

Supervised daily front-office operations and customer support teams in a high-demand environment. Ensured adherence to service standards, operational procedures, and performance expectations.

• Supervised daily front-office operations and customer support teams in a high-demand environment
• Ensured adherence to service standards, operational procedures, and performance expectations
• Coordinated team activities and optimized workflows to maintain smooth operations
• Supported seamless customer experience by overseeing front-office, teller, and service touchpoints
• Maintained a high level of professionalism and member satisfaction in daily branch interactions

Credit Officer at Chai Sacco Society Limited (2018-01 – 2023-01)

Delivered front-line customer support, responded to walk-in and telephone inquiries, and maintained a high service delivery standard. Responsible for assessing creditworthiness and processing loan applications for Chai Sacco Society Limited's members.

• Delivered front-line customer support, responded to walk-in and telephone inquiries, and maintained a high service delivery standard
• Resolved daily customer issues, guided members through service processes, and executed service recovery actions
• Responsible for assessing creditworthiness and processing loan applications for Chai Sacco Society Limited's members
• Assessed the creditworthiness and risks of loan applicants based on financial statements, credit history, and other relevant information
• Processed loans following Sacco's credit policies and procedures
• Prepared and disbursed loans, ensuring accurate and timely disbursal of funds
• Made recommendations regarding loan approvals or rejections based on findings
• Provided borrowers with repayment schedules and ensured adherence to repayment terms
• Monitored loan repayments and managed recovery processes for delinquent accounts
• Issued letters of underpayment and notices to guarantors as necessary
• Managed death claims for deceased members, including registering claims, processing funeral expenses, capturing details such as causes of death and nominee information, and reporting claims to insurance providers
• Initiated legal actions and coordinated with external agencies for loan recovery if necessary
• Educated members on loan products, eligibility criteria, and loan application procedures
• Provided excellent customer service by responding promptly to member inquiries related to loans and credit facilities
• Maintained comprehensive records of all loans processed, disbursed, and recovered
• Ensured compliance with regulatory requirements and internal policies during the credit process
• Prepared monthly reports on loans appraised, disbursed, outstanding, and compiled/submitted loan insurance (loan guard) reports for new disbursed loans

Teller / Customer Care Executive at Chai Sacco Society Limited (2016-01 – 2017-12)

Managed high-volume customer interactions, delivering fast, accurate, and professional service. Handled customer onboarding processes, ensuring seamless registration and account setup.

• Managed high-volume customer interactions, delivering fast, accurate, and professional service
• Handled customer onboarding processes, ensuring seamless registration and account setup
• Maintained high customer satisfaction through efficient issue resolution and service delivery

Certificate in Leadership & Management – Management University of Arica

Certification in Certified Credit Professional – Tumaini Institute of Management (2024)

Bachelor of Science in Mass Communication – Kampala University (2009)

Diploma in Journalism, Radio Production – Alphax College (2006)