EVERLYNE NYAMBURA NJOGU
Nairobi
Summary
Reconciliation and Settlement Specialist with 4+ years of experience in digital banking operations across multiple markets. Skilled in transaction reconciliation, financial reporting, process automation, and risk management, with proven success in reducing operational losses, enhancing compliance, and driving efficiency. Strong collaborator and team leader, delivering measurable improvements in customer satisfaction, SLA performance, and cross-functional project execution.
Overview
12
12
years of professional experience
Work History
Payments Operations Officer
NCBA BANK
Nairobi, Kenya
04.2022 - Current
- Team Lead for the GL reconciliation and settlement automation project for ECW to GL transaction matching across all MS markets.
- Training and mentoring team members to improve ticket resolution efficiency, serving as a key advocate for customer excellence by promoting high standards and delivering constructive feedback.
- Managing Value at Risk exposure during system downtimes, ensuring recovery is done in a timely manner and communication sent to customers and stakeholders.
- Daily transaction reconciliation and settlement for Mobile lending products in five markets serving millions of customers and making decisions based on outcome of analysis.
- Resolving daily escalated customer issues with high efficiency, meeting pre-defined SLAs, reducing operational risks and ensuring customer satisfaction remains high.
- Collaborating seamlessly with cross-functional teams like Technology, Compliance, Legal, Risk, and external partners to swiftly close customer tickets and queries, bolstering customer satisfaction.
- Playing a vital role in reducing operational losses by identifying and addressing issues promptly and by implementing strategic solutions that lead to enhanced customer retention.
- Analyzing trends and recommending process enhancements and optimization, resulting in improved efficiency, lower operational costs and enhanced customer experience.
- Contributing to successful new project launches by providing Operational requirements for MSL markets ensuring rigorous testing and alignment with operational, product and project requirements.
- Demonstrating strong teamwork by contributing to collective goals and fostering a collaborative work environment.
- Managed VAR recovery in Mokash Rwanda achieving 96 percent recovery rate reducing exposure from RWF 398M to RWF 3.8M.
- Improved customer issue resolution by reducing ticket turnaround time, lowering escalations, and enhancing team performance.
- Achieved 100% transaction accountability across all GL accounts in Momokash Ivory Coast through GL Reconciliation and settlement automation.
Operations Assistant
NCBA BANK
Nairobi, Kenya
05.2019 - 03.2022
- Maintained 90% customer satisfaction through quality control and timely issue resolution.
- Partnered with Neo-Kenya project team as Customer Experience lead during core banking migration from T24 to Murong increasing efficiency by 90%.
- Implemented seamless KYC and customer onboarding processes for new and existing customers.
- Collaborated on M-Shwari limit campaign driving 20% increase in loan uptake.
- Facilitated team sessions improving campaign performance and operational outcomes.
Customer Service Representative
EKEZA SACCO
Nairobi, Kenya
05.2016 - 01.2019
- Managed 20 plus accounts daily maintaining 90% satisfaction rating over 24 months.
- Reduced complaints by 40% and resolved 300 plus inquiries weekly exceeding targets by 20%.
- Improved CRM accuracy by 40% through structured weekly quality reviews.
Direct Sales Representative
FAULU MICROFINANCE BANK
Nairobi, Kenya
10.2014 - 11.2015
- Managed 30 plus loan accounts monthly ranking in top 10% of team.
- Contributed to 20% sales increase through improved lead generation and tracking.
Education
Bachelor of Science - Clothing Textiles and Interior Design
Egerton University
Kenya01-2014
Skills
- Transaction Reconciliation & Settlement
- Multi-Market Operations and Suspense Account ,management
- Financial Reporting and Revenue Share Computation
- Operational Risk and Fraud Monitoring
- Process Automation Documentation
- Exception Handling
- UAT and Product Development
- Stakeholder Engagement
- Team Leadership and Mentorship
- SLA Management
Technical Skills
- MS Office Suite
- T24
- Neo BOSS
- Global Build BOSS
- CRM
- GL & Reconciliation Tools
- SQL/Sqream
- Advanced Excel
- SLA Tracking Tools (Service Now)
Education And Professional Development
- Bachelor of Science (Clothing Textiles and Interior Design), Egerton University, 01/10, 12/14, Second Class Honours (Upper Division)
- Project Management Essential Certified, Operations Management Foundation, Leadership and Critical Thinking, Process Automation, Digital Transformation, Data-Driven Decision Making
- Entry Certificate in Business Analysis
Timeline
Payments Operations Officer
NCBA BANK
04.2022 - Current
Operations Assistant
NCBA BANK
05.2019 - 03.2022
Customer Service Representative
EKEZA SACCO
05.2016 - 01.2019
Direct Sales Representative
FAULU MICROFINANCE BANK
10.2014 - 11.2015
Bachelor of Science - Clothing Textiles and Interior Design
Egerton University