Carolyne Kamau Email and Phone Number

Implement Innovation Initiatives in collaboration with the respective internal process owners or external partners, and ensure that they are implemented timely, within budget and scope.My Key Responsibilities include:Implementation and Execution of innovation projects ensuring required quality standards are adhered to.Lead project management and coordination/development of work plans, deliverables, and activities.Manage key stakeholder and client relationships, internally and externally, and cultivate new relationships to support Innovation and Impact Investing priorities.Ensure compliance on all partnership engagements, adherence to onboarding templates and checklists while maintaining a centralized location for all partnership documentation.Develop an organizational path forward in driving more innovative outcomes for the organization by utilizing set innovation framework.

Lead Innovation Initiatives in collaboration with the respective internal process owners or external partners, and ensure that they are implemented timely, within budget and scope.Key roles include:- Supporting the partnership and digital Innovations team during the key phases of each partnership engagement from business case development, product design discussions and partnership on-boarding.- Integral in the successful implementation of digital solutions by being involved in business requirements definition and documentation, testing, production deployment and post go live support.- Managing key stakeholder and client relationships, internally and externally, to cultivate new relationships that support the Partnerships and Digital Innovation strategy and priorities.- Analyzing client feedback to make recommendations for continuous improvement and/or development of new functionality or features.- Gathering and translating business, consumer, cultural, and social insights into actionable implications and strategies on digital platforms.- Maintaining reports, formats, information dashboards, project status dashboards and other resources to keep track of the ongoing Innovation engagements.

Responsible for Airtel Money Merchant and Bank Collection Paybills and Bulk Disbursements products.Key roles include: Developed and maintained a solid and trusting relationship between major key accounts and the company by understanding and resolving their needs through customized solutions. Strategic planning to establish a timeline of performance for the clients and improving monthly client revenue figures to meet projected numbers. Worked with the Sales team, Marketing, Customer Experience team and IT to dedicate the highest quality of experience to clients so as to meet all needs and deliverables by the proposed timelines. Planned and presented reports on account progress, goals and monthly initiatives to share with team members and senior management.  Expanded relationships and brought in new accounts through consultative selling and promoting compelling business opportunities.

Focus on Product Distribution and Optimization.• Delivered exceptional level of service to each agent by listening to concerns and answering questions.• Developed and implemented performance improvement strategies and plans to promote continuous improvement.• Collaborated with Sales, Marketing and Technical operations teams to determine competitiveness of Airtel Money products.• Drove positive commercial results and financial returns for merchant products.• Provided required performance and operational reports against set targets.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Provided primary customer support to internal and external customers.• Consulted with outside parties to resolve discrepancies and create expert solutions.• Answered customer telephone calls promptly to avoid on-hold wait times.• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Grew my assigned portfolio of retail sales.Sold Retail Banking & Amanah products and services in order to ensure sustainable business growth.Ensured uptake of mobile banking channel by new and existing customers.Offered excellent customer experience while interacting with customers on different channels. Gathered feedback from customers on Bank products and services to inform improvement decisions.Continuously seeked to deepen knowledge on the Bank's offering and the Industry trends.

Maintained existing clientele and nurture existing relationships, with the provision of personalized service and fast response.Reactivated dormant accounts, Mobile and Internet banking channels.Attended to customers' queries regarding varying issues and forwarding them to the Relationship Manager for action.Management of incoming and outgoing calls as well as general enquiries emanating from walk in clients.General tellering duties processing payments and withdrawals.Cross selling all the bank products to new and existing clients to ensure business growth.

Effectively created new client relationships and partnerships whilst ensuring retention of existing business relationships through high standards of customer service.Execution of day to day Bancassurance operations which entails underwriting new business and renewals, cross-selling of insurance products, posting of risk details and processing Insurance Premium Finance forms.Ensured customer enquiries are resolved promptly as per laid down policies and procedures.Ensured compliance to the Bank's policies, procedures and regulatory requirements.Timely execution and follow up of insurance claims with the insurer.

Provided advisory services for clients regarding available financial services.Aided customers in opening and managing personal and business checking and savings accounts.Reactivation of dormant accounts, Mobile and Internet banking channels.Conducted thorough financial analysis and assessment of credit applications.Further banking transactions involving payments and withdrawals.

Actuarial Valuations and Modelling.