Esther Muthoni

· Strategic Leadership & Governance

Led development and implementation of a 5-Year Strategic Plan, aligning operations with sustainable service expansion, financial resilience, and regulatory compliance.

Developed and operationalized a comprehensive risk management framework, strengthening organizational resilience and governance.

Strengthened internal controls and governance systems, contributing to reduced audit queries and improved compliance.

· Financial Performance & Reporting

Achieved 30% revenue growth through enhanced billing, collection efficiency, and revenue optimization strategies.

Improved quality, accuracy, and timeliness of financial reporting, ensuring compliance with applicable accounting standards and regulatory requirements.

Significantly reduced audit queries through strengthened financial controls, documentation, and audit follow-up mechanisms.

Secured donor, development partner, and government funding for capital investments, including infrastructure upgrades and network expansion.

Streamlined procurement and operational processes, achieving 15% cost reduction while maintaining service quality.

· Operations & Service Delivery

Implemented operational efficiency measures that enhanced service reliability and customer satisfaction.

Expanded service coverage by 2,000 new customer connections within 16 months.

Introduced customer service platforms, improving responsiveness, complaint resolution, and feedback management.

Human Capital & Performance Management

Implemented a structured performance management system for 44 staff, resulting in a 25% year-on-year productivity improvement.

Strengthened staff accountability, performance tracking, and skills utilization.

· Digital Transformation & Innovation

Championed digital transformation initiatives, delivering a 20% increase in customer satisfaction.

Utilized data analytics to support evidence-based decision-making and strategic execution.

· Stakeholder Engagement & Corporate Social Responsibility

Strengthened donor and stakeholder engagement, increasing external funding and institutional trust.

Rolled out public awareness campaigns on water conservation, sanitation, and bill payment compliance. Supported community initiatives, including provision of safe water solutions to schools and health facilities.

1. Developed and implemented long-term financial plans and annual budgets, supporting strategic

decision-making and sustainable service delivery.

2. Conducted donor mapping and fundraising, securing grants and concessional financing for priority

water projects.

3. Prepared and submitted grant proposals and reports in compliance with donor requirements, ensuring

timely funding and accountability.

4. Coordinated signing, documentation, and secure custody of grant contracts, maintaining full audit

trails.

5. Strengthened financial controls and internal systems, reducing audit queries and safeguarding

company assets.

6. Oversaw accurate financial reporting in line with statutory standards and audit requirements.

7. Conducted financial analysis and project monitoring, providing actionable recommendations to the

Board and senior management.

8. Managed statutory tax obligations, including VAT, Income Tax, Excise Duty, and Withholding Tax,

ensuring timely filing and payment.

9. Implemented cash flow forecasting and lender compliance measures, maintaining liquidity and

favorable banking terms.

10.Participated in community and stakeholder engagement for donor-funded projects, enhancing

transparency, accountability, and project impact.

· Developed and implemented long-term business strategies and operational plans, aligning departmental goals with the company’s broader strategic objectives.

· Ensured timely and high-quality client services, leading to a significant increase in customer satisfaction.

· Introduced and maintained customer relationship management systems, strengthening client engagement, loyalty, and retention.

· Supervised and managed commercial operations, including billing, revenue collection, and customer account management, resulting in 25% revenue growth and 101% revenue collection rate.

· Promoted innovative business solutions, expanding services to existing clients and attracting new customers, contributing to customer growth.

· Established and maintained comprehensive commercial information systems, including an up-to-date customer database, supporting accurate billing and revenue monitoring.

· Enhanced meter reading and billing efficiency to 98%, ensuring timely and accurate invoicing.

· Conducted customer surveys and feedback initiatives, implementing improvements that further enhanced customer satisfaction and service delivery.

· Developed departmental policies, procedures, action plans, and budgets, ensuring alignment with the company’s mission and objectives.

• Strengthened Internal Controls: Designed and implemented robust audit frameworks, reducing financial and operational risks by 30%.
• Audit Charter Development: Developed and implemented the company’s Audit Charter, formalizing audit responsibilities, authority, and reporting structures.
• Regulatory Compliance: Achieved 100% adherence to public procurement and statutory requirements, mitigating legal and financial exposure.
• Audit Process Optimization: Digitized audit workflows, cutting audit completion time by 25% and enhancing reporting accuracy.
• Fraud Detection & Asset Protection: Identified and investigated irregular financial transactions, preventing potential losses and safeguarding company assets.
• Operational Efficiency Improvements: Recommended process enhancements that improved revenue collection and billing efficiency by streamlining departmental operations.
• Project Audit Excellence: Conducted thorough audits of major water infrastructure projects, ensuring funds were properly utilized and compliance with safety and environmental standards was maintained.
• Capacity Building & Risk Awareness: Trained departmental staff on internal controls and risk management, fostering a culture of accountability and proactive compliance.

• Completed University-level Coursework: Master of Science in Finance, [Jomo Kenyatta University of Science & Technology]

• Degree Awarded with [Certified Information Systems Auditor CISA-Credit Honors]

• Degree Awarded with [second class Honors]

• Degree Awarded with [Certified Public Accountants ICPAK -Credit honors]