Njoki Kiunga

Digital Lending Product Manager with 15+ years of progressive banking experience in digital lending, credit risk, portfolio management and SME banking. Currently overseeing a digital loans portfolio with 2026 year-to-date disbursements of KES 18.6 billion, maintaining PAR at 3% per lending cycle through credit-scoring improvements and policy refinement. I have trained 600+ new and existing sales staff bank-wide on digital lending products, and built a peak managed loan book of KES 127 million, the largest loan and deposit portfolio at branch level.

I sit on the Risk Assessment Committee for credit scoring and the Quality Management Committee for all lending, and bring a strong track record of growing quality loan books while keeping risk and compliance firmly in check.

Digital Lending Product Manager - Co-operative Bank of Kenya Ltd

(2025-06)

• Oversee a digital lending portfolio with 2026 year-to-date disbursements of KES 18.6 billion, producing regular MIS reports for branch-level and Head Office stakeholders to support data-driven portfolio decisions.
• Lead digital lending product strategy, working cross-functionally with Retail Banking, Business Banking, and BI departments to align product direction with broader institutional growth objectives.
• Serve on the Risk Assessment Committee for credit scoring and the Quality Management Committee for all lending, contributing to policy development and institutional risk governance.
• Drive credit-scoring optimisation and portfolio risk controls, implementing policy changes that maintain portfolio quality and reduce delinquency exposure.
• Championed the onboarding of new digital lending product features, reducing average loan processing turnaround time and increasing product uptake across the bank's retail and business customer segments.

Digital Loans Portfolio Officer - Co-operative Bank of Kenya Ltd

(2022-04 - 2025-05)

• Monitored and managed the performance of the digital loans portfolio, producing regular MIS reports for branch and Head Office stakeholders to support data-driven decision-making.
• Spearheaded the refinement of credit-scoring qualification criteria in collaboration with the Business Intelligence team, maintaining PAR at 3% per lending cycle across retail and business segments.
• Designed and delivered digital lending training programmes for over 600 staff across the branch network, covering product features, target markets, qualification criteria, and customer value propositions.
• Identified and mitigated portfolio risks by monitoring loan concentration, borrower risk profiles, and repayment trends, implementing policy changes that reduced delinquencies and losses.
• Engaged branch teams and regional structures to drive digital loan uptake, sharing portfolio performance insights and recommending targeted interventions to sustain healthy business growth.

Business Banker - Co-operative Bank of Kenya Ltd

(2012-05 - 2022-03)

• Managed relationships with MSME businesses, corporate clients and individual borrowers, with an average portfolio of approximately 200 customers across banking relationships.
• Managed a peak personal loan book of KES 127 million and held the largest loan and deposit portfolio at branch level.
• Frequently surpassed loan book growth and deposit targets by over 200%, while recognising normal quarter-to-quarter performance variation.
• Conducted credit analysis and loan appraisals at branch level, including working capital loans, asset finance, mortgages and construction loans.
• Provided financial guidance to groups and non-business organisations on registration processes, investment options and loan procedures.
• Promoted relevant bank products through cross-selling, client engagement, networking forums and relationship-building initiatives.

Customer Service Officer - Co-operative Bank of Kenya Ltd

(2011-11 - 2012-04)

• Delivered front-line customer service, processing account transactions and resolving enquiries through in-person, phone, email and live-chat channels.
• Supported customers with account opening, account updates, deposits, withdrawals, transfers and other account-related transactions.
• Resolved customer complaints and service issues promptly, escalating complex cases where necessary to ensure satisfactory resolution.
• Educated customers on banking products, procedures and self-service options, helping them identify solutions suited to their financial needs.
• Identified cross-selling opportunities and recommended or referred customers to appropriate banking products and specialist service areas.
• Maintained accurate records of customer interactions and transactions, adhering to KYC, AML and internal compliance standards across all service touchpoints.

Teller - Co-operative Bank of Kenya Ltd

(2010-10 - 2011-11)

• Processed deposits, withdrawals, payments, debit and credit transactions accurately while maintaining strict cash-handling and operational controls.
• Conducted customer identification, signature verification and KYC checks before transactions, strengthening compliance and transaction integrity.
• Delivered high-quality counter service by understanding customer needs and recommending appropriate banking products and services.
• Supported onboarding of new customers, including account opening, account servicing and guidance on banking procedures.
• Maintained transaction accuracy and customer-service standards during high-volume banking operations while adhering to internal policies and controls.
• Identified appropriate product opportunities during customer interactions and referred clients to relevant banking services, supporting branch relationship development.

Intern - National Hospital Insurance Fund (NHIF)

(2010-01 - 2010-03)

• Supported day-to-day member service operations by assisting with enquiries, documentation and follow-up of NHIF-related requests.
• Assisted with registration and updating of member records, ensuring information was accurately captured and supporting documents were complete.
• Supported verification and filing of member documentation, helping maintain accurate and accessible administrative records.
• Assisted in processing routine member and employer correspondence while escalating complex cases to relevant officers for resolution.
• Supported preparation, organisation and reconciliation of operational records and reports for departmental review.
• Worked with internal teams to provide timely administrative support while maintaining confidentiality and adherence to institutional procedures.

Master of Business Administration (MBA) - Human Resource Management - Kenyatta University (2015 - 2017)

Bachelor of Commerce (B.Com.) - Finance - Jomo Kenyatta University of Agriculture & Technology (JKUAT) (2010-07)