Ruth Serem Email & Phone Number

Nairobi, Kenya

Enable the company’s success by developing and administering HR initiatives. Provide HR support to all departments. Responsible for office and operations management as well as developing and implementing work improvement systems. Provide delightful customer, employee and vendor experiences.HR Management:• Research, implement & administer company benefit plans• HR policies & procedures - Develop, maintain, provide guidance/interpretation• Ensure compliance to legal & regulatory requirements related to HR• Maintain knowledge of industry trends & make recommendations to Board of Directors for improvement of organization’s policies, procedures & practices on HR matters• Manage employee relations• Employee Experience management - Conduct full-cycle recruitment & selection of new employees, manage orientation & on-boarding process, Create & implement Workplace Wellness & Diversity initiatives• Develop & maintain HR systems• Provide HR guidance to line managers• Manage staff learning & development program• Maintain employee files• Create & implement a performance management system• Oversee performance evaluation procedures• Approve payroll for processingOperations Management:• Manage & oversee office administration services• Update & maintain operations manuals• Contact person for employees & vendors on company operations• Track staff operational requests• Maintain production & accounting records• Serve as procurement agent for organization• Manage all company projects• Contact person/back-up to Managing Director for emergenciesKEY ACCOMPLISHMENTS• Creation and implementation of recruitment & selection process• Creation & implementation of employee wellness programme• Improvement of production reports through the development & implementation of daily reporting templates• 35% reduction in expenses by improved vendor selection process• 20% improvement production by reduction of losses resulting from employee negligence through safety training

Nairobi, Kenya

Responsible for ensuring seamless delivery of a delightful customer experience across all touch-points by creating & overseeing execution of the bank's CX strategy & policies, driving customer retention, new business growth & profitable turnover by ensuring higher customer satisfaction & NPS as well as achieving increased efficiency by liaising with all HODs to ensure teamwork resulting in a seamless customer journey.♦Develop & deliver the bank’s CX Strategy through engagement with stakeholders♦ Capture Voice of Customer, analyse & implement service improvements to enhance customer satisfaction (NPS/CES/C-SAT)♦ Manage Customer Communication♦ Drive Customer Retention by reducing churn and re-activating dormant customers♦ Embed the CX Charter and Standards across all customer touch-points (Branch, Contact Centre & Alternative Channels – ATM/POS/mobile/internet)♦ Facilitate & monitor complaint resolution across all business units, compile reports, perform qualitative analysis (RCA)♦ Drive the implementation of initiatives to improve CX & Overall Customer Delight Index♦ Manage the department as single point of contact (SPOC) for all service exceptionsKey Accomplishments♦ 80% reduction of recurrent customer pain points♦ 90% reduction of long outstanding customer complaints♦ 50% improvement in FCR Rate by introducing & training team on 3 new systems♦ 45% Reduction of TAT from HQ teams supporting branches♦ 20% improvement in IT System uptime by monitoring & reporting♦ 12% improvement on complaint resolution rate♦ 100% pass on compliance on Bank of Tanzania CX Regulations (Sept 2019)♦ Countrywide training of Customer Experience Consultants♦ Improvement of Branch Compliance checks to cover all customer touch-points (all bank/branch dept.s, ATM, merchants & agents)♦ Successful week-long customer appreciation event – International Customer Service Week 2019 (7-11 Oct 2019)♦ 3 process improvements to simplify customer journey in account opening & operation

Responsible for creating relevant & timely messages/content for bank customers, developing a variety of communications programs to keep staff & customers informed & engaged with the aim of increasing customer satisfaction to ensure delightful customer experience.Responsibilities♦ Monitor and ensure adherence to communication process and policies and the Privacy Policy & Regulatory requirements whilst coaching and developing the communications team effectively in order to deliver the highest standards of customer service and maximize individual/team potential.♦ Ensure standardization and relevance of existing content on SMSs, Mailers, USDs, IVR.♦ Provide Communication support for new products and services, outbound contacts, and unique products.♦ Increase Visibility & Penetration of service initiatives amongst customers, trade, and employees.♦ Develop creative ways to communicate with customers – below the line mediums♦ Ensure compliance of Brand essence by managing the contact center experience internal communication.♦ Manage all customer experience correspondence at customer experience.♦ Offer retentive communication towards supporting the bank’s brand affinity.♦ Facilitate cross-departmental communication♦ Manage communication team to deliver outbound calls, SMS, and email.♦ Train on business communication skillsKey Accomplishments♦ 100% Growth on ROI by gracefully balancing SMS, call, and email campaigns concurrently thus exceeding set targets.♦ Actively contributed to the achievement of 18% growth in customer accounts through the creation of informative and compelling content for outbound campaigns ♦Successful countrywide training of TOTs for KCB Youth Agenda, Customer Experience & Good to Great Transformation Project♦ Customer Life Cycle Management – developed and implemented communicationsupport to manage customer journeys in all new products and services

Responsible for driving the bank's retention of customers across all segments through management of the customer life cycle, analysing & monitoring behaviour & account health, collecting & analysing customer feedback so as to create & execute proactive loyalty offers to ensure maximum utilisation of all services, accounts are funded & set customer satisfaction scores are exceeded.Responsibilities♦ Implement retention programs that fit within the customer life cycle♦ Drive VOC analysis & coordinate up selling drives♦ Establish alternative ways of product & performance management & functionalities before launch & look for permanent solutions to fix product & performance issues♦ Research, analyse & implement customer retention strategies♦ Review industry trends, market place offers & products so as to respond quickly & develop effective service recovery plans♦ Create an environment that allows for customer feedback & perspective to help develop relevant product & service set & value-added benefits♦ Develop specific plans for customer life cycle management to reduce calls & complaints about new & dormant customers♦ Design & implement a customer loyalty program♦ Run Outbound call campaigns & evaluate success♦ Run bank-wide Net Promoter Score Surveys♦ Analyse & report on customer satisfaction & accounts churn rateKey Accomplishments♦ Reduction of account churn rate by 67% by formulating & implementing bank-wide customer retention strategies♦ Designed & implemented an NPS survey system♦ 40% increase in NPS by working to win back detractors and passives identified in the survey♦ Formulated & implemented Customer journey maps for 10 bank products♦ Developed & implemented a countywide customer onboarding strategy♦ Sourcing & 100% implementation of a bank loyalty program♦ Improved on features of 5 bank products & 7 services as identified via customer feedback♦ Initiated & successfully led country-wide customer engagement forums for all customer segments

Responsible for organising, planning and monitoring the branch's customer experience department to ensure optimised interaction between staff and customers by developing and implementing strategies useful in improving customer relationship, loyalty and satisfaction.Responsibilities♦Implement the bank’s customer service strategy, in order to improve the customer experience, process excellence, achieve the bank’s objectives and deliver the bank’s brand promise♦ Provide seamless, timely, attentive and responsive service to customers whilst ensuring compliance to the set customer service policies and standards♦ Responsible for improving customer satisfaction and retention objectives by resolving customer complaints, identifying customer service trends/requirements, determining system improvements, implementing change♦ Evaluate service delivery channels and processes and implement strategies to address service gaps♦ Manage positively customer relationships and champion all customer service related initiatives♦ Enhance business growth through cross-selling, revenue collection and cost management♦ Ensure adherence to bank processes and procedures in order to mitigate risks♦ Train branch staff on customer service standards and ensure these are adhered to♦ Manage, coach and provide leadership to the customer service team at the branch♦ Ensure timely submission of relevant reports and reporting♦ Calibration of employee engagement through record management and ensuring staff trainingKEY ACCOMPLISHMENTS♦ Set up the Customer Service Department with new strategies to manage the extended banking hours♦ Established a good working relationship with customers which led to improved customer satisfaction

Responsible for implementing the bank's new transformation strategy "From Good to Great" through on the job & off-site training and communication to staff in 168 branches across the country on the Retail Sales Stimulation and Channel Migration initiatives; driving fast adoption, ensuring sales proficiency as well as monitoring & evaluating impact to ensure value creation, ROI and the achievement of the project objectives.Responsibilities♦ Implement the bank's transformation agenda♦ Alignment of branch roles to Customer Service transformation strategy♦ Train all bank staff on new analytics skills required to meet the bank’s transformation agenda♦ Select and train transformation champions in all branches♦ Formulate and implement strategies to improve sales and customer service♦ Formulate and implement a reward strategy to encourage change♦ Change management♦ Prepare progress reports and present the same to the board transformation committee♦ Daily maintenance of progress on transformation initiativesKey Accomplishments♦ Implemented the bank’s transformation agenda which led to a 300% increase in bank PBT over 2 years. ♦ Trained over 2000 bank staff in cross-selling and customer service♦ Dramatically increased customer satisfaction from 56% to 92%♦ Developed and Implemented an effective floor management strategy which led to 50% reduction in service waiting time

Responsibilities♦Reconciliation of branch suspense accounts♦ Customer care - responding to customer queries fast & diligently Issue of foreign currency drafts & Swift remittances♦ Telegraphic transfers & Electronic Funds Transfer♦ Account opening, operation & closure♦ Credit operations♦ Cash receipts and withdrawals♦ Record management♦ Salary processing, Standing orders, Fixed Deposit Receipt, and Internal Transfers♦ Guarantees and Letters of Credit♦ Cheque deposits♦ VAT, PAYE, Stamp Duty & Credit Card Payments♦ Cross-selling of bank productsKey Accomplishments♦ Led a reconciliation team that reduced long outstanding suspense items by 80%♦ Formulated and implemented new training for tellers on customer service which led to the improvement of customer satisfaction

Nairobi, Kenya

Responsibilities♦ Administration & Evaluation of psychometric tests♦ Scheduling of interviews♦ Verifying certificates and referees♦ Reporting♦ Accurate filing♦ Posting of staff to branches and head office departmentsKey Accomplishments♦ Facilitated staffing and posting of staff to support the bank’s aggressive expansionin the country♦ Improved on CV Database management which led to a reduction in TAT forrecruitment and selection of fresh talent

Responsibilities♦ Customer Care♦ Day to day management of the branch and sales personnel♦ Assisting in the implementation of the organization’s strategic plan♦ Coordination of the branch activities and events♦ Simple monthly reconciliation♦ Procurement and stock taking♦ Cost management♦ Assisting in staff recruitmentKey Accomplishments♦ Facilitated entry into new regions♦ Developed and Implemented an effective recruitment and selection process

Responsibilities♦ Email correspondence on his behalf♦ Composing official letters and speeches♦ Generating schedules and programs of activities for visits by personalities♦ Assisting in conference arrangements♦ Compiling and updating official address book

Responsibilities♦ Organizing for staff training♦ Handling the telephone switchboard♦ Organizing for staff medical cover♦ Conference organization and coordination♦ International travel arrangements for staff and conference participants♦ Organizing for intern recruitment and selection♦ Director’s correspondence♦ Cost management and general office administration

Certified Human Resource Professional, Human Resources Management And Services, Chrp-K Finalist

Higher Diploma, Human Resources Management/Personnel Administration, General

Bachelor Of Arts (B.A.), Social Work

B.A. Social Work, Second Class Upper (Hons)

Activities and Societies: Rotaract Club of UoN