Judy Gitari Email & Phone Number

Charged with putting together service excellence strategies and frameworks for all segments and touchpoints across NCBA Group to drive distinguished customer experiences.

Kenya

- Strategy development, implementation and tracking for the Technology & Operations division in conjunction with the divisional leadership team.- Preparation of departmental performance reports to be used by top management- Evaluation and interpretation of customer information and drawing value-adding conclusions and actions for the business within Technology and Operations. - Ensuring system capabilities are optimized to drive business growth within Technology and Operations.- Proactive risk identification and mitigating through continuous monitoring of both internal and external audit reports to ensure there are no incidences of misrepresentation/loss of revenue.-Working with Fintechs to improve the mobile banking channel experience and features. Wins:- NIC NOW (Mobile App & USSD) – Led the strategy development and deployment (end-to-end) of refreshed/rebranded App through the introduction and improvement of various functionalities.- Workstream Lead (Technology & Operations) for NIC – CBA merger project team that successfully delivering transition.- Workstream Lead (Technology & Operations) within the project team that successfully completed the bank restructure to create a Non-Operating Holding Company.- Developed enhanced reporting and tracking dashboards/analytics of key performance metrics for review and consideration by Senior Management resulting in better focus and delivery of results- Introduced productivity reports within the Technology and Operations division enhancing visibility and actionable insights on individual & departmental performance and capacity optimization.- Quality Assurance Lead within the project team that successfully completed the bank core banking upgrade from R11 to R17. - Led vendor engagement to set up escrows for key bank systems with key vendors ensuring continuity of service for customers.

Ncba House, Bunyala Road

- Organizing of divisional strategy sessions.- Periodic tracking of divisional strategic plans.- Interpreting customer information to draw value-adding conclusions and actions within Technology & Operations.- Ensuring system capabilities are optimized to drive business growth within Technology & Operations.- Engaging with the relevant stakeholders to ensure continuously improved.- Preparation of dashboards to track performance and key deliverables. - Delivery of divisional reports to the Executive Committee and the Board.Wins:- Rebranding of the bank’s mobile banking application and enhancement of the bank's mobile application. - Implementation of the Safaricom application programming interphases (APIs)- Successful disbursed the second and third tranches of deposits to the Imperial Bank Limited (In Receivership) customers.SkillsProject Management | Strategy

Ncba House

- Ensuring timely onboarding of customers onto the bank's digital platforms.- Utility and Mpesa float management- Vendor management- Issue resolution- Risk managementWins:- Implementation of customer query management system for the team.- Implementation of the departmental document management system.- Automation of mobile banking registration.- Consolidation of mobile application and USSD short code to one aggregator.SkillsProficiency in Microsoft tools; Excel, Power Point, MS Projects

Ncba House

- Ensuring customers are onboarded on the various digital platforms provided by the bank. These include online and mobile banking within acceptable timelines.- Funding of utility accounts & wallets to ensure that channels are operating optimally. - Vendor engagements to ensure that online and mobile services are available to the clients.- Customer complaint resolution post set up.- Operational risk management.- Review and development of new/innovative initiatives designed to improve on the existing platform.- Developing working relationships with other departments including Customer Contact Centre, Corporate, Retail, Institutional Banking and various operational units to ensure customer issues are resolved within acceptable turn around time. - Documentation of relevant processes and procedures.- Team management.Wins: - Set up the Digital Channels team by identifying and onboarding the staff, formulating the department’s processes and policies among other duties.- Participated in the implementation of the Mobile application ‘NCBA NOW’Key skills: People management | Vendor management | Risk management

Nairobi

- Mobile and online banking setup, amendments and resets management - Debit card ordering and replacement - Cheque book ordering and dispatch- Account opening - System administrative roles such as employee profile set up and managementWins: Streamlining of the filing and retrieval processKey skills: Time management | stakeholder management | customer management | Issue resolution,

-Monitoring of incoming RTGS payments-Timely and accurate credit of funds to customer accounts.-Review of outstanding reconciliation items for closure.-RTGS query management.

Mba

Bachelor Of Commerce