Summary
Overview
Work History
Education
Skills
Affiliations
Training
References
Timeline
Generic

BETTY JEBET KIPRUTO

KABARNET

Summary

Highly accomplished professional with a proven track record in operational management within the banking industry. Expert in day-to-day operations, leading projects, and building alliances. Thrives in spearheading efficiency, compliance, and exceptional customer service. Skilled in leading teams, problem-solving, and improving processes to enhance productivity. Recognized for driving sales growth and upholding high security standards. Committed to exceeding customer expectations and building long-term relationships. Dedicated to achieving exceptional results and driving growth.

Overview

17
17
years of professional experience

Work History

Operations Manager

CO-OPERATIVE BANK OF KENYA
06.2016 - 04.2024
  • Promoting operational excellence by ensuring staff deliver on their key responsibilities and fully adhere to controls and quality
  • Appraising and reviewing staff performance, making appropriate recommendations and placement, maximizing productivity through coaching, delegation, role modelling, and continuous training
  • Enforcing operating manual requirements in all departments at the branch including confidentiality and systems administration, audit and compliance, customer service, frauds and forgeries, control accounts and credit administration
  • Chairing branch daily meetings on performance and spearhead capacity planning to meet customer demand and lead the team in decision making and problem solving on areas of improvement
  • Authenticating and authorizing the posting of daily raised transactions, including ensuring accurate and prompt recovery of bank charges and commissions
  • Ensuring risk management requirements are observed in all areas and escalated through the available defined channels when necessary
  • Ensuring optimal resource allocation and utilization, managing costs and expenses, managing and maintaining branch physical assets and stationery by ensuring adequate control
  • Handling daily reconciling of all internal accounts and suspense accounts in the branch, preparing all branch returns and reports to respective departments and analyzing the branch budget and variance for the month
  • Managing general office administration, including system availability, cleanliness, alarm system, security, observing branch operating hours and maintaining high standards of branch appearance
  • Adhering to all control and security policies to guarantee the safety of staff, branch assets, customers and service providers
  • Exceeding the net promoter score target by ensuring customers receive exemplary service at all service points and promptly resolving customer disputes and concerns
  • Improving branch profitability by eliminating income leakages, maximizing staff potential, ensuring business continuity and always deputizing for the branch manager
  • Managed all the branch operations and systems requirements as per procedure thus improving the compliance and Audit rating of the branch
  • Ensured good working environment at the branch and sufficient resources at all times
  • Adhered to all control and security policies to guarantee the safety of staff and branch assets
  • Maximized productivity through staff rotation, coaching, delegation, mentorship, role modelling and continuous training
  • Exceeded net promoter score target by ensuring customers get exemplary service at all service points and that customer disputes and concerns are resolved promptly
  • Improved branch profitability by ensuring no income leakages and maximizing on staff potential
  • Ensured business continuity and deputize the Branch manager at all times
  • Adhered to the strict timelines in preparing and submitting reports, systems availability and operating hours
  • Effectively managed branch cost and expenses as per budget and ensured no frauds and forgeries

CO-OPERATIVE BANK OF KENYA
01.2015 - 06.2016
  • In charge of the branch cash centre ensuring sufficient cash for branch use, distribution to other branches and Sacco's
  • Managed cash transactions accurately, ensured proper cash balancing and adhered to cash handling procedures and security protocols
  • Updated all transactions in the cash registers and accounts as they occur and ensured real time balancing of physical cash in all currencies
  • Custodianship of branch blank forms and safe custody items
  • Recovered bank charges and commissions and managed cost of Cash In Transit
  • Identified and resolved customer issues, complaints, or disputes promptly and satisfactorily, escalated complex or unresolved matters to the appropriate departments or higher-level management as needed
  • Identified opportunities to promote and cross-sell the bank's products and services to customers, such as loans, credit cards, insurance, or investment options, based on their financial needs and suitability
  • Built and maintained strong relationships with customers, understanding their banking preferences, and provided personalized service to enhance customer loyalty and retention
  • Adhered to regulatory and internal policies and procedures, ensured compliance with legal requirements and mitigated operational risks related to customer service activities
  • Kept accurate and up-to-date customer records, transaction logs and documentation by bank policies and regulatory guidelines
  • Identified process improvement opportunities to enhance the overall customer service experience and shared feedback or suggestions with management
  • Collaborated with other departments and team members, such as loan officers, branch managers, or operations staff to ensure seamless service delivery and efficient resolution of customer related issues
  • Successfully managed large cash movements from the Central Bank, within the branch, and to and from other branches and SACCOs
  • Implemented robust measures to prevent any loopholes for loss and effectively ensured sufficient cash in the branch while observing the daily limits
  • Effectively monitored cash handling at the branch by the tellers, cash officer and ATM custodians
  • Balanced all currencies at all times while maintaining the registers to accuracy
  • Recovered all bank charges on bulk cash payments and commissions
  • Closely monitored the ATM operations and ensured they were always in use to guarantee customer satisfaction and any technical issues promptly sorted
  • Supported the branch to achieving good audit and compliance rating in operations and cash management

CO-OPERATIVE BANK OF KENYA
04.2009 - 06.2016
  • Managed staff personal files at the branch, assisted in staff management, and updated all leave applications for staff at the branch
  • Processed medical claims and mentored other staff on various roles, including the code of conduct and secrecy

CO-OPERATIVE BANK OF KENYA
04.2013 - 01.2015
  • Accountable for actively managing daily routine ATM operations and ensuring that ATM incidences or exceptions were well documented, reported, followed up, and resolved as soon as possible to achieve an uptime of above 98%
  • Resolved any issues as notified by the IT helpdesk team, including off-hours and weekends, and performed daily reconciliation of the ATM cash accounts and suspense accounts
  • Interacted with customers to understand their needs, provided information about the bank's products and services, and addressed inquiries or concerns promptly and professionally
  • Opened new accounts, conducted account maintenance activities, and processed account-related transactions such as deposits, withdrawals, and transfers
  • Posted and reconciled the respective suspense accounts daily, prepared reports on internal accounts, and submitted them to the respective departments
  • Worked closely with the service providers in ensuring efficient management of the off site ATMs, effective monitoring and reconciliation to mitigate loss of funds

CO-OPERATIVE BANK OF KENYA
03.2011 - 04.2013
  • In charge of personal bankers and Direct sales staff at the branch and working as a team to ensure the objectives of the department are met
  • Ensuring that weekly, bi monthly, monthly and quarterly reports are done whilst respecting deadlines
  • Attending and actively participating in the Branch Credit Committee meetings
  • Responsible for identifying the target market and marketing of bank products
  • Exceeded my target in cross selling that i attained the Managing Directors recognition
  • Managing the Personal Loan Portfolio At Risk at below 2.5% against a target of 5% and salary advances at nil
  • Growing the Branch personal loan Net Loan book by handling loan applications, processing, appraisals and recovery
  • Achieving Satisfactory Audit rating and ensuring compliance to all processes and policies

CO-OPERATIVE BANK OF KENYA
11.2009 - 03.2011
  • Post and reconcile the respective suspense accounts daily
  • Preparing reports on internal accounts and submitting to respective departments
  • Ensure all tellers' tills are locked and safely kept in the strong room
  • Holding the second key to ATMs and fully accountable on ATMs operations
  • Monitoring tellers limits throughout the day and ensuring they balance at end of day
  • Ensure all system are available for branch users and leasing with ICT for prompt resolution of any downtimes
  • General administration of the system including start and end of day procedures
  • Support in updating the system and networks as guided by ICT
  • Custodian of the backup tapes for the branch and other branches

CO-OPERATIVE BANK OF KENYA
01.2009 - 11.2009
  • Interviewing and advising customers at enquiries desk
  • Ordering, recording and issuing of cheque books and debit cards

CO-OPERATIVE BANK OF KENYA
10.2008 - 01.2009
  • Paid and received cash, responded to general customer inquiries, and handled foreign currencies
  • Processed local clearing of instruments and managed and resolved customer service complaints

STANDARD GROUP LIMITED
01.2007 - 08.2007
  • Collecting information and news for the editorial department
  • Compiling the collected data to originate stories and features
  • Preparing and editing stories for the Standard newspaper

Education

Masters in Business Administration - Strategic Management

Kenyatta University
12.2014

Bachelor of Science - Information sciences

Moi University
10.2007

Certified Public Accounting - Section one

12.2004

Certificate Course - Computer Applications

ElGibbor computerways
08.2001

Kenya Certificate of Secondary Education (K.C.S.E) -

Moi Girls High School-Eldoret
11.2000

Kenya Certificate of Primary Education -

Kaptimbor Primary School
11.1996

Skills

  • Strategic Planning and Alignment: Proficient in leading cross-functional planning processes and aligning strategies with business objectives Able to analyze market trends, identify growth opportunities, and develop strategies that drive business success
  • Operations Management: Excellent ability to identify and implement strategies to streamline operations, optimize processes, and improve overall efficiency within the organization
  • Project Management: Experienced in successfully leading high-profile strategic projects from initiation to completion Proficient in project planning, resource allocation, risk management, and stakeholder communication Able to drive projects in a structured manner, delivering results within deadlines
  • External Engagement and Relationship Building: Strong ability to develop and manage cross- functional external engagement plans to build allies and partnerships Skilled in stakeholder management and adept at fostering collaborative relationships with diverse stakeholders
  • People and performance Management: Excellent people management skills to drive high performance, including the ability to work collaboratively across various functions and lead cross-functional teams Skilled in fostering a positive work environment, motivating team members and conducting performance appraisals
  • Strategic Thinking and Execution: Proficient in strategic thinking, developing actionable plans, and executing initiatives effectively and efficiently Able to translate high-level goals into strategies and drive successful execution across the organization
  • Data Management: Experienced in data collection, management, analysis and presentation towards achieving organization's goals and objectives and improving processes
  • Compliance Management: Highly experienced in ensuring compliance with regulatory requirements, industry standards and internal controls to maintain a secure and compliant operational environment
  • Customer Service: An expert in delivering exceptional customer service, exceed customer expectations, and build long-term relationships, resulting in high levels of customer satisfaction and retention
  • Financial Management: Experienced in managing costs and expenses, optimizing resource allocation, and maximizing branch profitability through effective financial planning and budgeting
  • Risk Management: Excellent ability to assess and mitigate risks, implement risk management frameworks, and maintain a secure operating environment
  • Sales Growth: Proven track record of driving sales growth in branch operations, including developing and executing sales strategies, identifying new business opportunities, and nurturing client relationships
  • Team Leadership: Proficient in leading and managing teams, providing guidance, motivation, and support to achieve organization goals and objectives
  • Problem-Solving: Strong problem-solving skills to identify and resolve challenges, implement effective solutions and drive continuous improvement
  • Information technology: Proficiency in computer applications
  • Process Improvement: Expertise in analyzing existing processes, identifying areas for improvement, and implementing process enhancements to increase productivity, reduce costs, and enhance operational effectiveness
  • Communication skills: Strong communication skills to effectively convey ideas, collaborate with stakeholders, and build positive relationships with internal and external parties

Affiliations

Full Member- Kenya Institute of Management

Training

  • Value added Leadership-Level 1 (De Paul University)
  • Executive Diploma in Operations Management (MTF institute of Management)
  • Corporate Governance (Management study guide)
  • Certified Risk Management FMEA ISO 31000 expert (Six Sigma Academy)
  • Professional Diploma in Project Management (MTF institute of Management)
  • Certification in Senior management (Kenya Institute of Management)

References

  • Marius, Korir, Branch Manager, mkorir@co-opbank.co.ke, +254720249234, Co-operative Bank of Kenya
  • Jacob, Gachurai, Branch Manager, jgachurai@co-opbank.co.ke, +254722918595, Co-operative Bank of Kenya
  • Philip, Kosgei, Branch Manager, pkosgei@co-opbank.co.ke, +254722241625, Co-operative Bank of Kenya

Timeline

Operations Manager

CO-OPERATIVE BANK OF KENYA
06.2016 - 04.2024

CO-OPERATIVE BANK OF KENYA
01.2015 - 06.2016

CO-OPERATIVE BANK OF KENYA
04.2013 - 01.2015

CO-OPERATIVE BANK OF KENYA
03.2011 - 04.2013

CO-OPERATIVE BANK OF KENYA
11.2009 - 03.2011

CO-OPERATIVE BANK OF KENYA
04.2009 - 06.2016

CO-OPERATIVE BANK OF KENYA
01.2009 - 11.2009

CO-OPERATIVE BANK OF KENYA
10.2008 - 01.2009

STANDARD GROUP LIMITED
01.2007 - 08.2007

Masters in Business Administration - Strategic Management

Kenyatta University

Bachelor of Science - Information sciences

Moi University

Certified Public Accounting - Section one

Certificate Course - Computer Applications

ElGibbor computerways

Kenya Certificate of Secondary Education (K.C.S.E) -

Moi Girls High School-Eldoret

Kenya Certificate of Primary Education -

Kaptimbor Primary School

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