Dynamic and results-oriented professional with a proven track record in compliance, data management, and strategic leadership, adept at driving efficiency and operational excellence across diverse sectors. With a strong foundation in KYC and AML best practices, I ensure stringent adherence to regulatory standards and accuracy in data verification, effectively managing risk and fostering trust through compliance processes. My hands-on experience in verifying, tracking, and maintaining audit-ready records contributes to transparency and strengthens regulatory alignment, supporting organizational stability and growth.🔹 Youth Recruitment & EngagementIn my current role, I have actively supported youth recruitment strategies, consistently meeting KPIs by acquiring at least 30 eligible youths daily. By continually reviewing and optimizing daily work plans, I contribute valuable insights to enhance recruitment outcomes. Additionally, I am dedicated to providing support by ensuring SLA compliance, addressing youth inquiries, and advocating for effective support strategies to enhance engagement and retention.🔹 Marketing Strategy Development My experience includes strategic contributions to marketing efforts, including recommending cost-effective channels, assessing communication effectiveness, and implementing awareness initiatives. I leverage data to inform strategies that expand outreach and strengthen connections with our Youth.🔹 Compliance, KYC, & AML ExpertiseI am experienced in applying KYC and AML best practices, ensuring accurate verification of customer data, and compliance with regulatory standards. My adherence to these standards has strengthened customer trust, reduced risk, and improved service reliability. I utilize meticulous data management to verify, track, and document compliance requirements, maintaining audit-ready records that support transparency and regulatory adherence.🔹 Data Management & Continuous ImprovementA detail-oriented professional, I am adept at collecting and verifying data to maintain accuracy in Survey CTO, CRM, and Google Forms. By documenting and analyzing feedback from interactions, I provide actionable insights that drive product strategy, ensuring continuous improvement and responsiveness to youth needs. 📫 Let’s connect!I welcome connections and discussions about potential collaborations, remote opportunities, and insights into customer support, youth engagement, and process improvement. Let’s connect to share ideas and explore ways to make an impact together.
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Program OfficerEducate!Nairobi County, Kenya
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TelemarketerEducate! Oct 2024 - PresentSupporting Field Operations, Program Management, Performance Metrics, & Learning Design on the V_IFS to empower Oosy Youth on the Skillup Program.
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TelemarketerEducate! Sep 2024 - PresentI collaborated with multiple departments, including Field Operations, Program Management, Performance Metrics, and Learning Design, to support the Virtual Individualized Feedback Support(V_IFS) initiative. Together, we developed tailored engagement strategies that empowered out-of-school youth through the Skill-Up Program. By fostering seamless interdepartmental coordination, I ensured that youth participants received relevant, impactful, and skills-focused learning opportunities, aligning with Educate!'s mission to transform education and drive youth empowerment.Execution of Recruitment Strategies● Support in the implementation and execution of awareness and acquisition strategies● Constantly review your daily work plan to ensure you are operating at optimum capacity and working towards meeting set KPIs of acquiring at least 30 eligible youth per day.Customer/Youth Support● Ensure youth support Service Level Agreements are met promptly● Have a better understanding of the Skill Up program to support youths successfully● Propose and recommend any customer/youth support strategies, tools, or processes based on youth feedback or findingsSupport The Marketing Strategy● Support marketing strategy, including input on awareness and acquisition communication messages, proposing blasting schedules, and analyzing blast message efficiency and effectiveness. Work with Youth Recruitment Officers.● Ensure you are up to date with the marketing and product strategies to provide excellent communication to out-of-school youth and partners.Data Entry and Verification● Obtain correct youth information such as UUID, training venue, and training schedule and enter orders into computers.● Support conducting out-of-school youth (Oosy) surveys and data in Survey CTO/Google fors in collaboration with the product and tech team.● Maintain regular contact with the Senior Youth Recruitment Officer and provide feedback based on observations when interacting with the youths.
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Customer Support ExecutiveSrr Group Nov 2022 - Dec 2023As a Customer Support Executive, I received inbound calls, Converted them to leads, and later to towing jobs.● Managed Inbound & Outbound calls in the operations.● Data Entry and Invoice Processing.● Identified the needs of the client and found a solution.● Answered all inbound calls, converting them to leads, and later to towing jobs.● Dispatching contracted providers/vendors to help out our clients. -
Customer Service ExecutiveKcb Bank Group Feb 2019 - Jan 2022Nairobi, KenyaAs CX Executive, I was responsible for leading the achievement of the Bank’s goal of being a distinguished brand known for customer experience. I handled all financial service consumer protection compliance in conformity with the Financial consumer protection regulations and timely follow-up and escalation to ensure a pleasant Customer Experience for internal and external customers and related stakeholders. I also monitored and tracked tickets related to customer service - case creation, query resolution within the set TATs, performance reporting, and root cause analysis to ensure constant service improvement and risk mitigation. ● Customer support and issue resolution: Acted as the escalation point for complex customer, merchant, and agent issues, ensuring prompt troubleshooting and resolution to maintain high satisfaction and loyalty in collaboration with the branch network and customer experience.● Service management: Oversaw the successful delivery and integration of DFS platforms. Additionally, supported branches in assisting their customers, while managing expectations and timelines effectively. ● Key account engagement: Developed and maintained strong relationships with key merchant accounts, acting as their primary point of contact for support and escalations ensuring their specific needs are met through personalized support and services to achieve target NPS and CES scores.● Support of key merchant accounts: Oversaw last-mile support for key merchant accounts and customers across the bank's digital product portfolio, focusing on Digital Financial Services (DFS), ensuring smooth service delivery and timely issue resolution.● Stakeholder management: Worked closely with internal teams to ensure service delivery aligned with business objectives. Kept all stakeholders informed and aligned and ensured support cases were resolved within a 24-hour SLA. -
Diaspora Banking ClerkKcb Bank Group Sep 2018 - Dec 2018Successfully supported the bank's implementation of FATCA (Foreign Account Tax Compliance Act) by ensuring compliance with regulatory requirements for Diaspora clients. Conducted thorough client data reviews, identified and reported accounts subject to FATCA, and assisted in updating account records to meet compliance standards. Collaborated with internal teams to communicate regulatory changes effectively, enhancing client awareness and ensuring a smooth transition to FATCA compliance.● Ensured compliance of all customers with the Foreign Account Tax Compliance Act (FATCA) as per the banking regulations and policies, achieving a 96% success rate.● Maintained legislative materials by reviewing, interpreting, and implementing new or revised tax laws.● Reviewed tax exposure through regular compliance checks.● Managed and directed all escalations related to the diaspora unit to the relevant team for timely resolution.● Minimized bank risks by enforcing compliance with Know Your Customer & Anti Money Laundering regulations.
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Human Resources SpecialistIsuzu East Africa Limited Jul 2018 - Aug 2018I Played a key role in preparing HR documentation for audits by organizing, reviewing, and ensuring the accuracy and completeness of employee records. Assisted in compiling compliance reports, maintaining confidentiality of sensitive information, and coordinating with internal teams to address audit requirements. Contributing to a successful audit process by streamlining document retrieval and ensuring adherence to regulatory standards.● Supported the Resourcing Team with the recruitment process by shortlisting candidates, conducting assessments, organizing interviews, conducting interviews performing reference checks, and issuing employment contracts.● Updating of Resourcing records and documentation for payroll processing and medical insurance.● HR Auditing of files to ensure compliance with HR Policies and Procedures. -
Document ClerkKcb Bank Group Nov 2017 - Apr 2018As a Document Clerk, I Played a pivotal role in the bank's transition from paper-based systems to the T24 integrated core banking platform by ensuring the accurate digitization, organization, and archiving of critical documents. Streamlined document workflows, verified data integrity during migration, and collaborated with cross-functional teams to ensure compliance with regulatory standards, contributing to a seamless system implementation.● Prepared source data for system entry by compiling, sorting, and establishing entry priorities.● Evaluated customer and account documents for deficiencies, resolved discrepancies using standard procedures, and returned incomplete documents to the team leader for resolution, increasing data entry accuracy by over 25%.● Tested system changes and upgrades by inputting new data and reviewing output.● Secured information by performing database backups, ensuring 100% data compliance.● Maintained customer confidentiality by adhering to operational guidelines and procedures.
Nicholas Thuo Education Details
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Finance -
Corporate Management -
KasnebCpa Part-Ongoing
Frequently Asked Questions about Nicholas Thuo
What company does Nicholas Thuo work for?
Nicholas Thuo works for Educate!
What is Nicholas Thuo's role at the current company?
Nicholas Thuo's current role is Program Officer.
What schools did Nicholas Thuo attend?
Nicholas Thuo attended Kenyatta University, Kca University, Kasneb.
Who are Nicholas Thuo's colleagues?
Nicholas Thuo's colleagues are Nteziryayo Jean De Dieu, Shumbusho Emmanuel, Eliezel Niyonkuru, Wimuliza Marie Jeanne, Naomi Gesare, Victoria Kamau Heri, Educate! Org.
Not the Nicholas Thuo you were looking for?
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Nicholas Thuo
Internal Controls | Risk Management | Finance | Corporate GovernanceNairobi County, Kenya -
Nicholas B. Thuo
Kenya -
1safaricom.co.ke -
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