Summary
Overview
Work History
Education
Skills
Websites
Professional Development Training
Timeline
Generic

HANNAH MAINGI-MWAURA

C-Suite Executive Partner
Nairobi,30

Summary

Strategic and detail-oriented professional with 12+ years of experience across banking, administration and executive support, excelling as a natural generalist who thrives managing multiple high-priority initiatives simultaneously. Proven track record in optimizing workflows, enhancing productivity, and facilitating executive decision-making. Adept at representing senior leadership in key meetings, streamlining operations across departments, and ensuring seamless communication between stakeholders. Skilled at navigating complex organizational structures and implementing process improvements that drive efficiency. An analytical problem-solver who anticipates needs and delivers results in fast-paced environments while maintaining exceptional attention to detail.

Overview

17
17
years of professional experience
2008
2008
years of post-secondary education

Work History

Chief Administrative Officer & Client Service Lead

Glass House PR Ltd
Nairobi, Nairobi Province
11.2024 - Current
  • Serve as strategic partner to the CEO providing strategic insights and driving decision-making processes; optimizing operational workflows while delivering exceptional client service and maintaining seamless stakeholder communication across all organizational levels.
  • Serve as the first point of contact for the Organization, handling inquiries professionally and directing matters appropriately.
  • Screen and prioritize communications, escalating matters requiring immediate attention while handling confidential information with discretion.
  • Organize and coordinate high-level meetings with internal teams and external stakeholders, attending on behalf of the CEO when unavailable.
  • Manage CEO's complex calendar, ensuring efficient time allocation and prioritization of high-value activities.
  • Create detailed meeting agendas with clear objectives, take comprehensive minutes, and track action items to completion.
  • Take detailed meeting minutes, track action items, and follow up to ensure timely completion.
  • Prepare reports, presentations, and correspondence for executive review.
  • Manage vendor relationships, ensuring timely service delivery and negotiating favorable agreements.
  • Streamline administrative processes to enhance efficiency and productivity.
  • Create standard operating procedures for recurring processes, ensuring consistency and quality.
  • Facilitate cross-departmental collaboration by establishing clear communication channels and accountability frameworks.
  • Serve as a key liaison between executives and clients, ensuring seamless communication, alignment of expectations, and timely delivery of high-quality outcomes.
  • Actively manage client relationships by anticipating needs, resolving concerns promptly, and maintaining a high level of professionalism and responsiveness to ensure sustained satisfaction and loyalty.
  • Plan, coordinate, and execute client meetings and events, handling all logistical details—from scheduling and agenda development to venue coordination and follow-up—to deliver a smooth, engaging experience.
  • Monitor feedback and engagement to continuously improve service delivery, contribute to client retention efforts, and identify opportunities to exceed expectations.
  • Address client needs professionally and promptly, ensuring consistent satisfaction with services.

Customer Success Support

Amanda Hines International
10.2024 - 11.2024
  • Provided remote executive support while optimizing client onboarding processes and enhancing service delivery systems.
  • Conducted onboarding calls with new clients, providing personalized support and platform guidance.
  • Refined client onboarding workflows, reducing time-to-value and improving client satisfaction.
  • Utilized GenAI tools to create efficient documentation templates and automate routine responses.
  • Responded promptly to client inquiries via email and chat, troubleshooting issues to enhance user experience.
  • Maintained detailed records of client interactions and feedback in CRM system.

Career Break

Nairobi, Nairobi Province
11.2020 - 10.2024
  • Took time away from formal employment to focus on personal projects and being a more present parent. During this period, I honed my organizational, multitasking, and problem-solving skills while managing diverse responsibilities. This intentional break recharged me with renewed focus, energy, and resilience - bringing valuable personal growth that is a value add to my career and to future roles.

Client Manager

Standard Chartered Bank Kenya Limited
05.2016 - 10.2020
  • Managed a portfolio of 100+ corporate and SMB clients serving as the primary point of contact, while continuously improving service delivery processes, administrative excellence and operational efficiency.
  • Facilitated effective client onboarding, including documentation collection, verification, and setup.
  • Responded to client inquiries and concerns, resolving 95% of issues within 48 hours.
  • Maintained regular communication with clients, conducting check-in calls and gathering feedback.
  • Achieved exceptional client satisfaction scores (>80 CSAT, >75 NPS) through attentive service and follow-through.
  • Represented relationship managers in client meetings, providing continuity and maintaining strong business relationships.
  • Coordinated and prepared materials for business reviews and client calls, ensuring all stakeholders were well-prepared.
  • Managed communication between clients and internal departments, ensuring prompt response to inquiries.
  • Maintained accurate client records and documentation in CRM system, ensuring 100% compliance with regulatory requirements.
  • Analyzed client feedback data to identify improvement opportunities, presenting findings to executive team.
  • Organized client events and training sessions, managing all logistics and preparation with minimal supervision.
  • Prepared detailed reports and presentations for executive review and client meetings.
  • Implemented streamlined documentation processes, reducing errors by 20% and increasing efficiency.
  • Improved team efficiency through effective management of administrative tasks and workflow.
  • Implemented streamlined workflow systems that improved team efficiency and response time to client inquiries.
  • Created templates and standard operating procedures that were adopted company-wide.
  • Facilitated effective communication between clients and internal departments, ensuring alignment on deliverables.

Compliance Officer - Credit Risk Department

NCBA Bank Kenya PLC
09.2011 - 04.2016
  • Managed critical documentation and administrative processes while implementing efficiency improvements for the Credit Risk department.
  • Maintained accurate lending documentation with strict attention to detail and confidentiality.
  • Documented, tracked, and reported exceptions or compliance gaps.
  • Coordinated cross-departmental initiatives to enhance compliance monitoring and reporting.
  • Supported the executive team during regulatory audits, ensuring all information was organized and readily accessible, contributing to successful audit outcomes.
  • Designed and implemented new filing system that improved document retrieval time.

Various Roles

I&M Bank Ltd
03.2008 - 08.2011
  • Progressed through multiple roles focusing on project support, service delivery and operations.
  • Supported the bank's core banking system migration project, ensuring data integrity throughout the transition.
  • Processed customer transactions with accuracy while maintaining high satisfaction ratings.
  • Managed loan portfolio documentation and securities’ administration.
  • Coordinated between departments to streamline record keeping and information flow to enhance decision-making processes.
  • Developed training materials for new systems implementation, facilitating seamless adoption.

Education

Bachelor of Arts - Sociology, English Linguistics, Secretarial Studies

Kenyatta University

Skills

  • EXECUTIVE MEETING REPRESENTATION & FACILITATION

  • WORKFLOW & PROCESS OPTIMIZATION

  • CROSS-FUNCTIONAL PROJECT MANAGEMENT

  • STRATEGIC CALENDAR MANAGEMENT

  • HIRING SUPPORT & ONBOARDING

  • CONFIDENTIAL INFORMATION HANDLING

  • GENAI TOOLS (CHATGPT, CLAUDE, SLIDESPEAK)

  • STAKEHOLDER COMMUNICATION & ENGAGEMENT

  • ADMINISTRATIVE PROCESS IMPROVEMENT

  • MICROSOFT OFFICE & GOOGLE SUITE (EXPERT LEVEL)

  • COMMUNICATION & COLLABORATIVE TECH TOOLS

  • CRM SYSTEMS & DATABASE MANAGEMENT

Strategic planning

Operations management

Business process improvement

Professional Development Training

  • Critical Thinking for Better Judgment and Decision Making
  • Client Experience Simulation
  • Impactful Presenter
  • Stakeholder Management & Negotiations
  • Empowerment for Service Excellence
  • GenAI Tools for Business Optimization

Timeline

Chief Administrative Officer & Client Service Lead

Glass House PR Ltd
11.2024 - Current

Customer Success Support

Amanda Hines International
10.2024 - 11.2024

Career Break

11.2020 - 10.2024

Client Manager

Standard Chartered Bank Kenya Limited
05.2016 - 10.2020

Compliance Officer - Credit Risk Department

NCBA Bank Kenya PLC
09.2011 - 04.2016

Various Roles

I&M Bank Ltd
03.2008 - 08.2011

Bachelor of Arts - Sociology, English Linguistics, Secretarial Studies

Kenyatta University

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