Grace Muriithi Email & Phone Number

Kenya

Formulated and implemented comprehensive business plans, performance forecasts, and budgets at the branch level. Achieved significant growth in trade finance, loan book, deposits, and liabilities.Drove a 200% increase in customer base while concurrently growing branch liabilities, assets, and products per customer.Reviewed, designed, and launched new and unique Card product and Customer Value Proposition (CVP), enhancing the customer's digital online experience.Implemented and monitored risk management guidelines, ensuring 100% compliance and maximizing profitability.Led the entire branch team, effectively aligning them with the bank's strategy and customer value proposition.Collaborated with Group commercial initiatives, providing regular feedback on product performance and supporting marketing efforts.Contributed to the success of commercial initiatives through financial analysis and marketing support.Leveraged financial analysis to identify growth opportunities and execute successful strategies.Demonstrated expertise in financial analysis and strategy execution.

Exercised diligent cost control measures, continuously monitoring branch revenue and expenditure to maintain controllable costs consistently within or below budget, optimizing financial efficiency.Attained recognition with the prestigious Bank's Service Excellence award for delivering exceptional customer service, subsequently spearheading training initiatives to uplift service standards across the organization.Orchestrated seamless operations by effectively coordinating communication channels between the branch, Central Office Units, and Operations Processing Centers, ensuring streamlined processes and minimizing disruptions.Identified, measured, and mitigated risks associated with the support function, implementing robust physical controls for asset custodianship and proactively safeguarding against losses attributable to currency fluctuations.Leveraged cash flow analysis to identify cash flow gaps, evaluate investment opportunities, and make informed decisions regarding capital allocation.Demonstrated expertise in financial planning, encompassing budgeting, forecasting, and resource allocation to optimize financial performance.Achieved financial targets by effectively managing cash flow, identifying areas for improvement, and implementing appropriate measures to enhance financial performance.

Supported Chase Bank's award-winning focus on Customer Service Excellence, resulting in a 20% increase in customer retention and a 15% increase in cross-selling revenue.Acquired and nurtured customer relationships, leading to a 25% growth in customer base and a 30% increase in upselling revenue.Trained and managed a team of customer service executives, resulting in a 40% reduction in average handling time and a 20% improvement in first call resolution rate.Successfully resolved complex customer issues, resulting in a 95% customer satisfaction rating and a 25% decrease in escalations to higher-level management.Developed and implemented streamlined transaction processing procedures, reducing processing time by 15% and minimizing errors by 20%.Successfully engaged and managed relationships with stakeholders to gain buy-in and support for strategic initiatives and customer service improvements.Leveraged strategic initiatives to drive customer retention, cross-selling revenue, and overall business growth.Implemented performance tracking systems and processes to monitor and evaluate the effectiveness of customer service initiatives.Proactively tracked performance metrics and key performance indicators (KPIs) to monitor progress and ensure alignment with strategic objectives.Engaged stakeholders effectively, including customers, internal teams, and senior management, to gain support and collaboration in driving customer service initiatives.

Led the implementation of customer education initiatives, equipping over 1,000 individuals with the knowledge and skills to leverage self-service channels such as Internet Banking, ATMs, and Mobile Banking, resulting in enhanced customer empowerment and a 30% decrease in ad hoc service requests.Developed and upheld stringent controls to minimize risks associated with service consultation processes, ensuring compliance and safeguarding customer interests.Devised and delivered personalized relationship-based offerings to cater to the needs of high net-worth affluent individuals, resulting in a 20% improvement in customer retention and a 15% increase in revenue growth.

Created and converted a pipeline of over 50 new SME customers, resulting in a 20% increase in new customer acquisition. Implemented effective customer experience management strategies and sales techniques.Conducted 30 client presentations to articulate the value proposition of the firm's offerings, achieving a conversion rate of 70%. Utilized strong sales strategy and value proposition articulation skills.Mined existing customer data to identify 20 expansion and cross-selling opportunities, driving a 15% increase in revenue and fostering long-term customer loyalty. Employed customer data analysis for targeted sales and marketing efforts.Successfully managed credit and operational risks in accordance with laid-down policies and procedures, ensuring compliance and minimizing potential losses. Demonstrated proficiency in risk management and credit analysis.

Developed and implemented a robust Customer Relationship Management (CRM) tool, resulting in a 30% improvement in customer issue resolution and product improvement. Utilized customer data and feedback to identify areas for enhancement and implemented strategic improvements based on customer insights. Utilized a market approach to drive product penetration, resulting in a 25% increase in sales and branch performance. Implemented targeted sales strategies and market segmentation techniques to identify and engage potential customers, maximizing product adoption and revenue generation. Built strong and lasting relationships with customers, successfully removing negative perceptions associated with government-owned banks. Increased customer trust, loyalty, and product penetration, resulting in a 35% growth in customer satisfaction. Resolved customer issues and concerns promptly and effectively, maintaining a high level of customer satisfaction. Achieved a 90% resolution rate, ensuring timely and satisfactory resolutions to customer inquiries and complaints. Contributed to product improvement initiatives by gathering customer feedback and insights, leading to enhanced offerings and a 20% increase in customer satisfaction. Collaborated with cross-functional teams to implement necessary changes, resulting in improved product quality and customer experience.

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Master Of Business Administration (Mba), Strategic Management