CATHERINE NDUKU MWANGANGI
Banking
Summary
- Results-driven banking operations professional with strong leadership exposure and progressive growth in Clearing & Item Processing and Customer Contact Centre Agent within NCBA bank. Experienced in data analytics, use of Microsoft Office Applications, i.e. Excel, Powerpoint, and Microsoft CRM D365, Knowledge of Contact Centre Operations, managing operational risk, supporting audits, and driving process improvements. Well-positioned for the role through proven accountability, control ownership, stakeholder engagement, proficiency in training and Coaching on banking products and systems to aid with customer queries and improve the general customer experience.
Overview
11
11
years of professional experience
Work History
Officer – Clearing & Item Processing
NCBA BANK KENYA PLC
08.2024 - Current
- Supervise end-to-end clearing and item processing operations, ensuring adherence to CBK clearing rules, internal policies, and service level agreements.
- Authorize high-value cheques, EFTs, batches, salary payments, direct debits, and internal transfers within delegated authority.
- Review and resolve exceptions, outstanding items, and aged transactions, escalating where necessary.
- Ensure daily reconciliation of clearing and item processing GL accounts with zero operational losses.
- Identify, monitor, and mitigate operational and fraud risks through effective controls and reviews.
- Support internal and external audits, regulatory inspections, and process assurance reviews.
- Provide guidance, coaching, and technical support to operations assistants.
- Participate in implementation, testing, and enhancement of clearing systems and workflows.
- Act as first line escalation point in the absence of the Assistant Manager.
Operations Assistant – Clearing & Item Processing
NCBA BANK KENYA PLC
12.2021 - 07.2024
- Executed verification, authentication, and processing of clearing transactions in compliance with CBK rules and internal procedures.
- Processed bulk and individual transactions including salaries, EFTs, batches, IFTs, and MMTS.
- Managed reconciliation breaks and exception items to timely resolution.
- Liaised with branches, relationship managers, customer experience teams, and external banks.
- Maintained high accuracy levels resulting in minimal penalties, losses, or customer compensation.
- Supported revenue assurance through correct tariff application.
- Contributed to process improvements and operational efficiency initiatives.
- Acted as relief support for senior roles during peak periods.
Customer Contact Centre Agent
NCBA BANK KENYA PLC
02.2020 - 12.2021
- Delivered first-line support to customers through calls and emails.
- Resolved service complaints and ensured timely escalation of complex issues.
- Created, tracked, and closed customer service cases.
- Identified cross-selling opportunities while maintaining service excellence.
Customer Service & Sales Supervisor
MALACHITE LIMITED
12.2015 - 10.2018
- Supervised customer service and sales teams, overseeing billing, logistics, and inventory.
- Played a key role in growing the customer base by over 70%.
- Prepared sales and performance reports and resolved escalated customer issues.
Intern – Imports & Exports
METAL CROWNS LIMITED
08.2015 - 11.2015
- Prepared import and export documentation and maintained procurement records.
- Tracked shipments and supported physical stock takes.
Education
Bachelor of Arts - Economics
Maseno University
Skills
Data analytics, experience in use of Microsoft Office Applications, ie Excel, Powerpoint, and Microsoft CRM D365
Knowledge of Contact Centre Operations
Training and Coaching, - I trained new Contact Centre champions and currently I have been training Clearing products and systems to other units to aid with customer queries
Operational Risk & Control Management
Audit & Regulatory Compliance (CBK)
Stakeholder & Escalation Management
Process Improvement & SLA Governance
T24 (R17 & R18)
Timeline
Officer – Clearing & Item Processing
NCBA BANK KENYA PLC
08.2024 - Current
Operations Assistant – Clearing & Item Processing
NCBA BANK KENYA PLC
12.2021 - 07.2024
Customer Contact Centre Agent
NCBA BANK KENYA PLC
02.2020 - 12.2021
Customer Service & Sales Supervisor
MALACHITE LIMITED
12.2015 - 10.2018
Intern – Imports & Exports
METAL CROWNS LIMITED
08.2015 - 11.2015
Bachelor of Arts - Economics
Maseno University
PROFESSIONAL TRAINING
- Microsoft Office applications
- Application Software & Installation
- Infographic Implementation & E-learning
CAREER HIGHLIGHTS
- Progressive growth within NCBA Bank from Contact Centre Agent to Operations Assistant and Officer – Clearing & Item Processing.
- Strong audit outcomes with minimal operational losses.
- Trusted to act as escalation and supervisory support within the unit.