EMMANUEL EDWARD WANJALA
Nairobi
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers accomplish demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. A strategic leader known for fostering strong teams and inspiring colleagues to excellence.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
Work History
Manager, Card Transaction Monitoring
KCB Bank Kenya
2025.04 - Current
- Maintain up-to-date and comprehensive knowledge of emerging trends in fraud, chargeback management & transaction monitoring. Improve internal procedures based on lessons from these insights.
- Develop and oversee effective monitoring & analytical frameworks to review financial transactions on cards, e-commerce, POS, and digital channels, ensuring that risks are proactively identified and mitigated.
- Ensure customer disputes are managed promptly, as per laid-down procedures and in line with industry rules.
- Write, publish, and consciously edit rules in Fraud Management Systems (Visa and MasterCard) to proactively deter fraud.Advise & review high-risk merchants and countries for Risk mapping
- Continuously monitor merchant activities and mitigate merchant fraud based on observed trends.
- Analyze, document, and report suspected Money Laundering activities/accounts/merchants as per standard operating procedures.
- Perform ongoing compliance reviews to verify that all operations adhere to internal policies, scheme rules, and regulatory guidelines.
- Supervise the preparation of detailed reports for both internal management and regulatory bodies, capturing any suspected & confirmed frauds identified through transaction reviews.
- Ensure all users of transaction monitoring systems, as well as internal stakeholders, are adequately trained to support their responsibilities in effectively managing financial crime risks.
Assistant Manager, Card Transaction Monitoring
KCB Bank Kenya
2023.09 - 2025.03
- Reviewed, reported and confirmed fraudulent activities, captured in the case management tool and allocated/acted as appropriate
- Ensured that customer disputes are managed in a timely manner and according to the laid down procedures as per the Card Schemes
- Contacted branches, card Issuers and customers to validate suspicious transactions
- Reviewed and advised high risk merchants & countries for appropriate risk mapping
- Continuously monitored merchant activities to deter & mitigate fraudulent activities
- Wrote and published fraud mitigation rules in available card Fraud Management Systems
- Supervised day-to-day operations to meet performance, quality and service expectations.
Account Services Officer
KCB Bank Kenya
2020.10 - 2023.08
- Opened both personal & Business accounts in the Business Process Management system (BPM)
- Strictly adhered to the laid down KYC, AML and Data Protection principles in onboarding of accounts
- Performed compliance checks on all account opening requests to ensure only compliant ones are opened
- Performed customer sanction screening to ensure the bank is not exposed to regulatory risks
- Set up customer account operational tools such as standing orders and sweeps
- Amended customer accounts and operational tools as requested through the BPM system
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
Card Authorization Executive
KCB Bank Kenya
2014.05 - 2020.10
- Received merchant queries, checked in the system and advised on authorization statuses of transactions
- Monitored bank's card systems to ensure 99 percent uptime; escalate any disruptions to technology teams within the shortest time possible and secure swift restoration of service
- Contacted cardholders in time to validate charges on their cards whenever required.
- Assisted cardholders with any challenges in making payments and escalated any feedback & improvements opportunities to relevant stakeholders for consideration
- Collaborated with merchants and customers to troubleshoot and resolve any challenges with POS terminals/online platforms to ensure seamless service
- Managed high-profile client accounts, ensuring consistent delivery of exceptional service levels.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
Contact Centre/Customer Experience Executive
KCB Bank Kenya
2012.12 - 2014.05
- Identified customer needs, clarified information, researched every issue and provided timely resolution and/or work-around to the satisfaction of customers
- Seized opportunities to Cross sell bank products to customers and non-customers based on their needs as identified on interaction
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Kept current on market and product trends to appropriately answer customer questions.
Team Leader - Sales & Agency Banking, Kakamega
KCB Bank Kenya
2012.01 - 2012.12
- Set performance expectations for the team, monitored progress towards goals and provided constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Developed and implemented sales strategies geared towards growing the agency banking portfolio in the designated branches.
- Analyzed sales data, identified and seized opportunities for improvement.
Direct Sales Representative - Kimilili Branch
KCB Bank Kenya
2011.05 - 2011.12
- Recruited, trained and commissioned bank agents under the Kimilili Branch portfolio
- Planned and led market activations to grow awareness about KCB Bank products customers
- Served as the key point of contact between bank agents, customers and head office support units
- Grew customer accounts and agent outlets under the branch as well as spearheading the branch decongestion agenda
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Education
Bachelor of Science - Biochemistry
Egerton University
2001.04 - 2010.12
Skills
Customer Service
Team Leadership
Workforce Management
Fraud Examination
KYC, AML and Transaction Monitoring
Fraud Mitigation Rule Writing
Relationship Management
Major Highlights
- Successfully Led and completed development of Fraud Detection Rules in CyberSource. This project automated the monitoring of acquired card transactions hence eliminating after event manual monitoring.
- Successfully led and completed the acquisition and setup of an inhouse fraud detection system (TWFA) that enables proactive screening of transactions taking place on our various terminals. The project was delivered within the set timelines.
Training And Professional Development
- Project Management, Udemy
- Acquiring, Transaction Monitoring, Card Fraud and Chargeback best practices. Mastercard.
- Ecommerce merchant onboarding, monitoring & Fraud rule writing in CyberSource. Visa.
- Contact Centre Operations, CRM, and Quality Analysis. KCB Bank
- KYC, AML, Sanction Screening & Data Protection Act. KCB Bank
- UPI 360 Degrees. UnionPay International, Shanghai China.
Timeline
Manager, Card Transaction Monitoring
KCB Bank Kenya
2025.04 - Current
Assistant Manager, Card Transaction Monitoring
KCB Bank Kenya
2023.09 - 2025.03
Account Services Officer
KCB Bank Kenya
2020.10 - 2023.08
Card Authorization Executive
KCB Bank Kenya
2014.05 - 2020.10
Contact Centre/Customer Experience Executive
KCB Bank Kenya
2012.12 - 2014.05
Team Leader - Sales & Agency Banking, Kakamega
KCB Bank Kenya
2012.01 - 2012.12
Direct Sales Representative - Kimilili Branch
KCB Bank Kenya
2011.05 - 2011.12
Bachelor of Science - Biochemistry
Egerton University
2001.04 - 2010.12