Mary Mwangi Email & Phone Number

Nairobi County, Kenya

-Onboarding & Training - Facilitate seamless onboarding for new clients, ensuring efficient setup and comprehensive training on our platform.-Customer Support-Act as the primary contact for client inquiries, promptly resolving issues and delivering effective solutions to enhance their experience.-Retention & Growth-Monitor client health metrics, proactively identifying risks and implementing strategies to improve retention and capitalise on upsell opportunities.-Relationship Management-Cultivate strong relationships with key stakeholders in customer organisations, ensuring alignment and fostering long-term partnerships.-Feedback & Advocacy-Gather and analyse client feedback to identify trends, advocating for product enhancements with internal teams to drive continuous improvement.-Product Adoption-Drive user engagement by identifying opportunities for clients to leverage additional features and enhance their operational efficiencies.-Strategic Guidance-Provide tailored strategic insights based on client needs, aligning our services with their business goals to maximise outcomes.

Nairobi, Kenya

-Provide accurate, valid, and complete information/reports by using the proper methods and CRM tools.-Prioritize partner requests, review underlying root causes and attend to complaints and ensure prompt feedback is given and actions are taken.Liaise with the engineers to address system downtime issues and analyze and monitor trends within the specified Service Level Agreement. -Spearhead optimal performance of the IMT support function.-Build relationships with internal and external audiences to ensure proactive client support, communication, and timely problem resolution. -Maintain constant communication of partner concerns and perform financial and operational investigations, including credit, foreign exchange, cash management, and trade services, ensuring client satisfaction. -Ensure risk and compliance issues are identified, assessed, monitored, controlled, and reported

Kenya

-Streamlined all operational procedures in accordance with the bank’s and regulator’s guidelines and maintained low operational costs and identified any income leakages. -Coordinated compliance with anti-money laundering policies and procedures as guided by the Operations Manual and the AML/KYC manuals.-Collaborated with relationship managers to perform Know Your Client (KYC) requirements and initiate Internal bank transfers, RTGS/ SWIFT transfers, and EFTS. -Maintained custodial sale and purchase orders, fixed deposits, and rate negotiation as per the existing Central Bank of Kenya (CBK) rates and ensured a state of audit readiness at any point in time. -Steered strict compliance with Branch Operations, Customer Experience Policy, Customer ServiceStandards, and all other Bank Processes and Procedures so as to Get It Right the First Time, every time for all branch staff. -Analyzed emerging banking trends, engaged with Operations to challenge key risk items within Operational metrics, and continuous monitoring for improvements in key risk indicators.

-Took the lead in month-end financial closures such as preparation of bank reconciliationstatements and addressing anomalies in time.-Verified reported expenses to ensure they were allowable, allocable, and reasonable bymaintaining a comprehensive timetable for financial reporting.-Supported the audit process by addressing issues raised in audit exercises and following upon audit recommendations to ensure they were implemented.-Led and developed work plan budgets, ensuring that all planned activities were properlycosted. Ensured that all expenses were tracked and reported across budget line items.Prepared bi-weekly financial reports and presented them to the in-country senior management team and budget holders.-Ensured accurate and timely posting of data into the accounting system, monitoring cash flowand assuring all purchases are documented. Prioritize payments and ensure they arecompared against verifiable accounting documents.-Reviewed existing internal control systems and financial processes to ensure the integrity andrecommended improvement measures as per organization policies.-Ensured compliance with local regulations by ensuring all licenses were up to date and ensuredthat National Gender and Equality Commission was compliant with all the statutoryrequirements including NHIF, NSSF, and PAYE.

Bachelor Of Economics And Finance, Applied Economics, Second Class Upper Division.

Organizational Leadership, Distinction

Certified Public Accountant., Cpa 2

Quickbooks Online Core Certification, Accounting, Certified Online Pro Advisor