ANDREW NJUGUNA
Kajiado County
Summary
Operations and customer service leader with 18+ years of experience in regulated, high-volume environments, including 14+ years leading branch operations at Equity Bank Kenya. Proven ability to improve operational efficiency, strengthen controls, lead teams, manage budgets, and deliver high-quality service. Skilled in stakeholder engagement, process improvement, workforce planning, and translating business goals into practical execution. Brings transferable expertise in compliance, risk management, service delivery, and continuous improvement suited to operations, customer experience, administration, and management roles across sectors.
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Knowledgeable [Desired Position] with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operations Manager
Equity Bank Kenya Limited
10.2010 - 11.2024
- Led end-to-end branch operations, annual planning, workforce scheduling, and budget execution to support performance targets and service standards.
- Monitored KPIs across productivity, service quality, transaction volumes, and revenue; implemented corrective actions to improve results.
- Strengthened internal controls, audit follow-up, fraud prevention, and compliance in a regulated environment to protect assets and reduce operational risk.
- Partnered with leadership and cross-functional teams to improve customer experience, process efficiency, and business growth.
- Supported recruitment, performance appraisals, coaching, succession planning, and training to build a high-performing team.
Senior Relationship Officer - Cash Center
Equity Bank Kenya Limited
01.2009 - 01.2010
- Supported operational planning, cash and liquidity monitoring, and achievement of productivity targets in a fast-paced service environment.
- Coordinated staff schedules, service standards, and process improvements to increase operational efficiency.
- Reinforced internal controls, compliance, and timely closure of audit actions and operational issues.
- Built relationships with clients and stakeholders to support retention, service quality, and business development.
- Contributed to staff mentoring, performance management, and training for frontline teams.
Bank Clerk
Equity Bank Kenya Limited
01.2006 - 01.2010
- Processed customer transactions accurately and supported day-to-day operations in a fast-paced, high-volume environment.
- Assisted with cash handling, documentation, reconciliations, and service recovery to maintain accuracy and control.
- Handled customer queries professionally and supported cross-selling of products and services.
- Followed procedures and compliance requirements to ensure efficient and secure service delivery.
Education
B.A - Communications, Public Relations Major
Daystar University
01-2004
Kenya Certificate of Secondary Education - undefined
Highway Secondary School
01-1998
Skills
Operations Management
Strategic Planning
Process Improvement
Stakeholder Management
Customer Experience
Team Leadership and Performance Management
Workforce Planning
AI tools profecient
Certification
AI certifications
SIGNIFICANT EXPERIENCE
- Senior Relationship Officer - Cash Center, 2009 - 2010
- Equity Bank Kenya Limited
- Bank Clerk, 2006 - 2010
Timeline
AI certifications
03-2026
Operations Manager
Equity Bank Kenya Limited
10.2010 - 11.2024
Senior Relationship Officer - Cash Center
Equity Bank Kenya Limited
01.2009 - 01.2010
Bank Clerk
Equity Bank Kenya Limited
01.2006 - 01.2010
Kenya Certificate of Secondary Education - undefined
Highway Secondary School
B.A - Communications, Public Relations Major
Daystar University