Ojungu Laizer Email & Phone Number

Dar Es Salaam, Tanzania

Key Responsibilities• Supervising Digital Channels Operations: Lead and manage the operational activities of various digital channels, ensuring smooth and efficient functioning of online banking services, WhatsApp banking, Western Union services, and more.• Project Oversight: Manage and oversee the implementation of digital projects related to channel enhancements, system upgrades, and new feature rollouts, ensuring alignment with the bank's objectives and customer needs.• Online Banking Management: Direct the operations and maintenance of the bank's online banking platforms, ensuring their availability, functionality, and security while offering a seamless user experience.• WhatsApp Banking Oversight: Supervise and enhance the bank's WhatsApp banking services, ensuring prompt and effective customer service through this digital channel.• Western Union Operations: Manage the Western Union service operations, ensuring compliance, efficient processing, and excellent customer experience for international money transfers.• Reporting and Analytics: Oversee the generation of comprehensive reports on digital channel performance, analyzing data to derive insights, identify trends, and make informed decisions for further optimization.• Process Improvement Initiatives: Initiate and implement process improvements within digital channels, optimizing workflows, enhancing efficiency, and ensuring compliance with industry standards and regulations.• Customer Experience Enhancement: Focus on enhancing the overall customer experience across digital channels by identifying pain points, addressing customer feedback, and implementing improvements accordingly.• Collaboration and Stakeholder Management: Collaborate effectively with cross-functional teams and stakeholders, fostering relationships to ensure alignment of digital channel operations with the bank's overall strategy.

Dar Es Salaam, Tanzania

Key Achievements• Strategic Marketing Initiative: Developed and executed a successful marketing strategy aimed at enhancing awareness and boosting sales of e-banking products, resulting in increased adoption and customer engagement.• Project Contributions and Innovations: Played a pivotal role in various digital banking initiatives, including significant involvement in the Core Banking System (CBS) project, development of new projects like Prepaid Multicurrency Cards, Internet Banking, and WhatsApp Banking, showcasing commitment to innovation and technological advancement.• Operational Streamlining and Integration: Successfully automated Alternate Banking Channels reconciliation, facilitated language accessibility by translating Mobile Banking USSD CODE into English/Kiswahili, actively participated in the Agency Banking project, and effectively integrated government payment systems (TIPS) into all online banking channels, demonstrating a track record of operational efficiency and integration expertise.

OutlineI efficiently managed cash deposits, withdrawals, foreign currency exchanges, international money transfers, and mobile money float transfers, ensuring swift and accurate transaction processing. Additionally, I oversaw the issuance of banker's cheques while delivering exceptional customer service, promptly addressing and reporting customer complaints for resolution. I actively engaged in cross-selling bank products to clients. contributing to enhancing customer satisfaction.

OutlineAs the Branch Operations and Customer Service Officer at I&M Bank (T) Ltd, I adeptly supported front office operations, delivering excellent customer service, and fostering strong customer relationships through cross-selling bank products and providing advisory services. Notably, I significantly boosted cross-sales of bank products and actively contributed to the Change Maker program, showcasing commitment to enhancing customer engagement and operational excellence within the banking environment

Bachelor Of Accountancy, Accounting And Finance

Certificate Of Advanced Secondary School, Egm

Certificate Of Ordinary Secondary School, Business