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
