John Karanja Email & Phone Number

Kenya

Nairobi Kenya

Tech plus Real Estate management

Nairobi, Kenya

1. Bridge Building: Act as the primary liaison between customers and the development team, translatingcustomer needs into actionable product features.2. Strategic Development: Lead the planning and launch of new product features that meet marketdemands.3. Market Insight: Conduct thorough market research to pinpoint customer needs and industry gaps.4. Collaborative Planning: Work alongside engineering, design, and marketing teams to define productspecifications and roadmaps.5. Data-Driven Decisions: Utilize user feedback and data analysis to guide product enhancements anddecisions.6. Lifecycle Management: Oversee the product from concept to launch and beyond, ensuring continualimprovement and relevance.7. Market Awareness: Keep a pulse on industry trends and the competitive landscape to maintain Company's position as a market leader.

Nairobi County, Kenya

Nairobi, Kenya

● Accelerating client onboarding so they can quickly experience a new life on Kwara● Building and teaching the customer success team about successful onboarding of newclients● Ensuring clients are able to use a core banking platform better by training their team● Spotting problems clients face, and solving the problems with them● Presenting the voice of the customer during team meetings and with management● Keeping strong relationships with clients and informing them on what’s coming● Working with the Product team to fix product problems for current and future clients● Contributing to a well-defined and feasible SLA● Collaborating with the Sales team to make sure they are showcasing the best and mostloved features of the product● Having regular client sessions reviewing the product and working with the team tounderstand what they need in order to love us

Kenya

• Create/assign electronic tickets with accurate issue description to ensure customerqueries/issues are resolved timely• Identify, assess, and communicate customer needs to enable appropriate action• Guide customers through the onboarding process (e.g. meeting arrangements, formalities,class room and on-the-job training, technical assistance)• Train customers individually and in group sessions on use of awamo’s software• Provide support to customers in person, via phone, e-mail, or remotely as and when neededeven outside normal business hours• Ensure positive customer experience through high quality service and communication therebyattaining customer retention and attracting new customers• Handle customer service and support related incoming requests and track, prioritize, anddocument customer service requests• Respond to and resolve complex customer issues through incident recognition, research andisolation, resolution, escalation and follow up – if need be involving other departments – tothe satisfaction of the customer• Update customers on new design, product and technology changes and ensure they aretrained to adapt to the changes• Promote the awamo brand and market reach by interacting with team members, vendors andcustomers to get timely and regular feedback from the customers on our services vis-à-vis theirrequirements• Engage in continuous performance evaluation regarding our product and user experience withthe same• Regular and timely direct reporting (daily, weekly, monthly, or quarterly) of activities done tosupervisor and other stakeholders• Coordinate with the product development team to enhance current design and share feedbackfrom the customers on any challenges or improvement ideas regarding the productKey Performance IndicatorsPerformance in line with key performance indicators as may be defined from management from timeto time, for example:1. System usage2. Ticket resolution3. Customer satisfaction

Kenya

1) Grow Loan book and the user base - Generate leads using existing clients database - Generate leads of potential clients using a range of channels mainly online- Contact potential and existing clients using different channels 2) Credit assessments & Loan disbursements - Assess credit worthiness of borrowers using the laid down processes 3) Lending Workflow & Data management - Manage Lending Workflow accurately using manual or automated applications - Maintain up to date client data while maintaining the requisite confidentiality 4) Support Marketing Initiatives (Both Digital and Offline) - Support Optimization of digital media channels investments 5) Business Intelligence & reporting- Craft Daily, weekly and monthly reports to inform business progress through a selected menu of growth metricsContinuously refine business reports using tools such as Excel , Google Sheets and other applications 6) Office administration and record keeping.7) Support collections and Recovery of loans due.

Westlands Nairobi

Nairobi

Personal loans, group loans, appraisal and verification, team leader, disbursement and cashflow analysis, debt management and control, reporting and analysis, sales and marketing, brand ambassador.

Nakuru

portfolio management, credit analysis, wealth management, financial advisory, marketing , sales, debt collection, KYC process, record keeping, cashier, reporting.

Bachelor Of Commerce (B.Com.), Accounting And Finance, 2Nd Class Honors Upper Division

Commerce in the Finance option

Excellent, High School/Secondary Certificate Programs