Summary
Overview
Work History
Education
Certification
References
Timeline
Generic

JOAN NJOKI KIRAGU

Summary

RELATIONSHIP MANAGEMENT ~ PARTNERSHIPS & STRATEGIC MANAGEMENT Building connections between diverse partners, teams, functions and discipline to drive results. Charismatic, highly resourceful professional who is result-oriented, enthusiastic team player with 10+ years’ multifaceted experience in building and maintaining profitable relationships with key customers and developing cost optimization initiatives. Well trained in data-based portfolio growth strategy formulation, implementation, and growth monitoring and value stimulation to achieve desired results. Possesses versatile transferable skills, eager to learn new skills and share expertise with team members. An achiever with a keen eye for identifying opportunities for organizational growth. Demonstrates success in negotiating, cultivating and growing partnerships across all levels working with internal and external stakeholders, senior management, consultants and other business partners to drive business growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Property Manager

Heri Realtors
10.2021 - Current

Property Manager, Consultant

Heri Realtors
10.2021 - Current

Events Manager

01.2022 - Current
  • Contributions & Achievements:
  • Sourcing for Vendors, Venue Prospecting and negotiation: Reviewing and recommending Vendors based on work ethic, performance reviews and their charges
  • Ensuring proposed venue has appropriate social amenities, easily accessible and priced within client budget
  • Oversee Client/ Vendor agreements: Fulfilled contractual obligations, including vendor coordination, budget administration, rehearsal and day of event coordination
  • Enhance Client /Vendor relations: Articulating client request and expectations and working closely with vendors to ensure the same is executed satisfactorily
  • Monitoring Timeframes and budgets: Working closely with the vendors, getting progress updates, minimizing losses, wastages and managing contingency fund appropriately in the event of an eventuality
  • Delivering on event brief objectives: Ensuring clients events are excellently executed, through effective coordination with vendors, adequate planning and effective time management.

Premier Relationship Manager

Absa Bank Kenya Plc
04.2018 - 05.2021
  • Relationship Management: Networked and maintained good, long-term mutually beneficial business relationships for both new and existing clients
  • Financial advisory services: Provided advisory services to customers on select bank services best suited to their specific needs and continuously educating them on the investment solutions available to them
  • Networked and maintained strong relevant business synergies both internally and externally to aid in the delivery of top notch customer service and the continuous improvements in the bank's processes and products
  • Portfolio management: Ensured that portfolio under management was healthy and profit making by monitoring movements
  • Innovation: Identified customer needs not met by existing products and liaised with the products team and subsequent implementation of new products and services
  • Facilitated key communication to customers in the portfolio by providing point of touch support
  • Completed a detailed customer documentation and due-diligence for new customers upon hand-over from the Premier Acquisition team for enhanced compliance
  • Drove increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements.

Premier Relationship Manager

Absa Bank Kenya Plc
04.2018 - 04.2021
  • Grew the Liability holding from approximately KES 780M to KES 1.16B in 2020 at the height of the Covid-19 Pandemic and economic strain
  • Converted and restructured bad loans worth KES 285M growing the loan book by approximately 24% to KES 790M and increasing Liability book by 40% in the period,
  • Negotiated repayment plans of overdue debt with 165+ clients yielding to reclamation of KES 285M in otherwise bad debt and reduction in PAR 90 days significantly
  • Credited for identifying and sourcing 10+ corporate entities and businesses to facilitate joint marketing
  • Steered increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements
  • Manager, Partnerships in Micro and Family Banking
  • Initiated care calls and introductory email correspondence to ensure customers had a contact person to engage for their everyday banking and investment solutions which grew opportunities to cross sell and increased customer wallet share and further revenues
  • Boosted Dormant accounts activation, portfolio alignment and clean-up which downsized the portfolio size to 240 quality customers
  • Cut time for customer issue resolution by active escalations serving as the first point of contact for query resolution
  • Built relationships with internal service providers leading to resolved long outstanding client issues enhancing quick turnaround time of escalated queries and complaints
  • Achieved 100% with insignificant compliance breaches reported by completing required documentation for new account applications and mandate changes for processing
  • Strategic Marketing of Property: Formulating strategy on advertising channels, target clientele, organize to have professional photographs of the property
  • Securing Quality Tenants: Meeting potential tenants, showing them property options based on their specifications
  • Overseeing Property Maintenance and Repairs: Inspecting properties and arranging for repairs and maintenance works to be carried out when they fall due
  • Rent Management: Ensuring rent payment is received as per the terms of the tenancy agreement, proper records maintained and clients received acknowledgement for receipt of their payments
  • Follow up with tenants who may have arrears or are falling late in their payments.

Premier Manager Assistant

Barclays Bank Kenya
10.2015 - 03.2018
  • Identified and exploited solution driven cross selling opportunities that align the bank products with the customer needs
  • This involved account opening and onboarding of customers on internet banking and mobile banking platforms
  • Built relationships with various departments to ensure quick resolution of customer complaints or queries
  • Logged and resolved any customer service requests and ensure that the request were completed within the acceptable timelines
  • Conducted a needs analysis by constant contact engagement and matching the customer need with suitable financial services
  • Championed various customer service initiatives to enhance customer experience and promoted branch performance in sales as a result of referrals from existing customers
  • Cross sold to the existing Premier customers to increase product holding per customer and enhance loyalty.

Premier Service Executive

Barclays Bank Kenya
05.2010 - 09.2015
  • Key Contributions & Results:
  • Delivered high levels of service to premier banking customers and built positive relationship
  • Identified opportunities for cross-selling of bank’s products & services to existing customers’ as well generated referrals to expand the customer base by acquiring new to bank (NTB) customers
  • Created an execute a client driven relationship management and portfolio management strategy that will result in increased revenue, profit, share of wallet and contained PAR within Bank guidelines
  • Processed customer instructions for funds transfers, salary payments, cheques and account data changes
  • Received cash and non-cash payments into customer accounts, and made payments to customers
  • Received several Merit Certificates for exceptional performance throughout the year.

ATM Custodian and Branch Retail Support

Barclays Bank Kenya
07.2007 - 04.2010

Customer Care Representative

WalknTalk Communications Ltd
04.2006 - 01.2007

Education

Association of Chartered Certified Accountants (ACCA) - undefined

2017

Bachelor of Commerce - Business Administration and Marketing

Strathmore University
2004

Certification

Excellent Influencing & Negotiation | Excellent Communication and Interpersonal Skills | Portfolio and Relationship Management | Asset and Liability Acquisition | Building Key Coalitions | Cultural Sensitivity and Diversity | Strategic Assessments | Budgeting | Project Development & Management | Administration Processes | Operations Management | Capacity Building | Risk Management | Analytical and Time Management | Reporting Functions | Business Management | Stakeholder Management

References

REFERENCES Marianne Kilonzi Vice President, Treasury, Trade Solutions, Citibank, Kenya Tel: +254 (0) 722 666995; Email: marianne.kilonzi@citi.com Felix Magaju Director, Enterprise Support and Investments, Kenya Climate Innovation Center Tel: +254(0) 703 034701; Email: felix.magaju@kenyacic.org Sheila Momanyi Lead Client Relationship Manager, Absa Bank Kenya Plc Tel: +254(0) 723 911499; Email: sheila.momanyi@absa.africa

Timeline

Events Manager

01.2022 - Current

Property Manager

Heri Realtors
10.2021 - Current

Property Manager, Consultant

Heri Realtors
10.2021 - Current

Premier Relationship Manager

Absa Bank Kenya Plc
04.2018 - 05.2021

Premier Relationship Manager

Absa Bank Kenya Plc
04.2018 - 04.2021

Premier Manager Assistant

Barclays Bank Kenya
10.2015 - 03.2018

Premier Service Executive

Barclays Bank Kenya
05.2010 - 09.2015

ATM Custodian and Branch Retail Support

Barclays Bank Kenya
07.2007 - 04.2010

Customer Care Representative

WalknTalk Communications Ltd
04.2006 - 01.2007

Association of Chartered Certified Accountants (ACCA) - undefined

Bachelor of Commerce - Business Administration and Marketing

Strathmore University

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JOAN NJOKI KIRAGU