Summary
Overview
Work History
Education
Skills
Custom
Referees
Timeline
Generic

FAITH NJOROGE

OPERATIONS OFFICER

Summary

CAREER SUMMARY:


I am an accomplished Operations Officer with over [X] years of experience in managing and optimizing operational processes within dynamic and high-pressure environments. My career has been marked by a consistent track record of improving operational efficiency, ensuring compliance with regulatory standards, and driving strategic initiatives to support organizational growth. With a robust background in financial services, data analysis, and process improvement, I have developed a comprehensive skill set that enables me to effectively oversee complex operations and deliver impactful results. In my most recent role at Metropol Credit Reference Bureau in Nairobi, Kenya, I managed the day-to-day operations of the bureau, ensuring seamless workflow and adherence to stringent regulatory requirements. My responsibilities included overseeing the processing of credit reports, inquiries, and disputes, conducting quality assurance checks, and maintaining the integrity of our data systems. I implemented operational procedures that optimized efficiency and productivity, resulting in a significant reduction in processing times and an increase in customer satisfaction.

Overview

9
9
years of professional experience

Work History

Operations Officer

Metropol Credit Reference Bureau - Nairobi, Kenya.
02.2022 - Current
  • Manage the day-to-day operations of the credit reference bureau, ensuring smooth and efficient workflow.
  • Manage and coordinate the operational activities of the credit reference bureau to ensure efficient workflow and timely delivery of services.
  • Oversee the processing of credit reports, inquiries, and disputes, ensuring accuracy, completeness, and compliance with regulatory requirements.
  • Implement operational procedures and best practices to optimize efficiency, productivity, and quality of service delivery.
  • Oversee the processing of credit reports, inquiries, and disputes in compliance with regulatory requirements and company policies.
  • Conduct quality assurance checks on credit data to maintain accuracy and integrity of the database.
  • Coordinate with internal teams and external stakeholders to address customer inquiries and resolve issues in a timely manner.
  • Develop and implement operational procedures and best practices to optimize efficiency and productivity.
  • Monitor key performance indicators (KPIs) and operational metrics to track performance and identify areas for improvement.
  • Conduct training sessions for staff to ensure understanding of operational processes and adherence to quality standards.
  • Collaborate with IT teams to enhance system functionality and streamline operations through automation.
  • Prepare operational reports and presentations for management, highlighting achievements, challenges, and recommendations.
  • Participate in regulatory audits and compliance reviews, ensuring adherence to data protection and privacy laws.
  • Contribute to strategic planning initiatives by providing insights and recommendations for operational improvements

Markets Analyst/

Metropol Corporation Limited - Nairobi, Kenya.
06.2020 - 01.2022
  • Enhanced marketing strategies, closely monitoring industry developments and consumer preferences.
  • Conducted quantitative and qualitative analyses, identifying key drivers of business growth.
  • Evaluated promotional effectiveness by measuring ROI on marketing initiatives, optimizing future campaigns accordingly.
  • Benchmarked company performance against industry standards for continuous improvement efforts.
  • Monitored brand sentiment across social media channels, addressing concerns promptly for enhanced reputation management.
  • Reduced costs by streamlining market research processes for efficient data gathering and reporting.
  • Developed insightful reports to inform senior management decision-making on growth opportunities.
  • Assessed customer satisfaction levels through surveys and focus groups, informing improvements to products/services offerings.
  • Implemented advanced data analytics tools to better understand customer behavior and preferences.
  • Created customized marketing materials to increase product awareness.
  • Assembled reports and presentations to share insights and recommendations with stakeholders.

Operations Analyst /

Metropol Corporation Limited • Nairobi, Kenya.
03.2017 - 05.2020
  • Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
  • Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
  • Maintained a keen awareness of industry trends and developments, allowing for proactive adaptation of operational strategies accordingly.
  • Reduced risk exposure by conducting thorough risk assessments and developing mitigation strategies.
  • Engaged with clients to understand their investment objectives, risk tolerance, and preferences.
  • Provided tailored investment advice and solutions to clients, addressing their specific needs and goals.
  • Participated in client meetings, presentations, and discussions to communicate investment strategies and recommendations effectively.

Finance Intern/

Kenya Revenue Authority • Nairobi, Kenya.
05.2015 - 07.2015
  • Assisted in the preparation of budgets and financial forecasts by gathering and analyzing relevant financial data.
  • Supported the monitoring of budget variances and provided insights into deviations from planned budgets.
  • Processed invoices, expense reports, and other financial transactions in a timely and accurate manner.
  • Assisted in the reconciliation of accounts payable and receivable to ensure accurate financial records.
  • Supported the preparation and processing of payments to vendors and suppliers.
  • Provided general administrative support to the finance department, including scheduling meetings, preparing meeting agendas, and taking minutes.
  • Assisted in the maintenance of office supplies and equipment for the finance team.

Education

Bachelor of Commerce in Management Science/

Strathmore University • Nairobi Kenya/

Google Analytics Certificate

Coursera /

Data Science Certificate – Ongoing.

Data Science Infinity

Skills

  • Budget Development
  • Continuous Improvement
  • Operational Efficiency
  • Employee performance
  • Conducting regular quality checks
  • Ensuring data integrity and accuracy
  • Implementing quality control measures
  • Identifying and mitigating operational risks
  • Conducting risk assessments
  • Participating in compliance reviews and audits

Custom

  • Most Compliant Internal Standard Operating Procedures (SOP) employee of the year 2017.

Referees

To be availed upon request


Timeline

Operations Officer

Metropol Credit Reference Bureau - Nairobi, Kenya.
02.2022 - Current

Markets Analyst/

Metropol Corporation Limited - Nairobi, Kenya.
06.2020 - 01.2022

Operations Analyst /

Metropol Corporation Limited • Nairobi, Kenya.
03.2017 - 05.2020

Finance Intern/

Kenya Revenue Authority • Nairobi, Kenya.
05.2015 - 07.2015

Bachelor of Commerce in Management Science/

Strathmore University • Nairobi Kenya/

Google Analytics Certificate

Coursera /

Data Science Certificate – Ongoing.

Data Science Infinity

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