JANET WANJIRU MBURU
Nairobi
Summary
Accomplished professional with over 15 years of experience in telecommunications and fintech industries, delivering impactful projects across African markets. Proven ability to shape and execute strategies, focusing on customer-centric solutions. Skilled in product development, project management, business analysis, and team leadership, adaptable to various sectors. Seeking to drive innovation, revenue growth, and customer acquisition, eager to tackle new challenges and contribute to organizational success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
HEAD OF PRODUCT & BUSINESS DEVELOPMENT
CREDABLE GROUP
05.2022 - Current
- Formulated the company's Africa product strategy , aligning business goals with customer needs.
- Collaborated with partners to define product priorities and long-term strategies based on customer needs, resource availability, partner readiness, and strategic objectives, reducing time- to-market by 50%
- Established a partner operation support structure resulting in an 80% reduction in open tickets beyond SLA and a 40% decrease in ticket volume through daily issue review and resolution
- Introduced personalized communication for loan customers, leading to a 10% increase in loan repayment before due date
- Managed a technical team to revise and execute a roadmap for a delayed product, resulting in a successful launch within the renegotiated timeline and a subsequent 20% month-on-month increase in product uptake
- Maintained positive partner relations to build strong partnerships.
SENIOR MANAGER – PRODUCT & BUSINESS OPERATIONS, AFRICA
YABX
05.2019 - 04.2022
- Implemented monthly customer surveys for lending products, leading to a 25% reduction in customer complaints and a 10% increase in loan collections before due date
- Collaborated with our partner bank and Credit Reference Bureau (CRB) in Tanzania to introduce the first real-time CRB check for loan customers, reducing portfolio risk by 10%
- Established an internal 2nd level Quality Check for product deployments/changes, reducing errors picked during User Acceptance Testing (UAT) by 50%
- Led development of internal product roadmap, prioritizing rollout based on market data and resource availability
- Collaborated with Airtel Money and bank teams to launch consumer overdraft product in Uganda and Tanzania, achieving a 20% monthly uptake among qualifying base
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
PRODUCT MANAGER, SAFARICOM LTD
SAFARICOM LTD
03.2014 - 04.2019
- Increased redemption of the company's loyalty program, Bonga, by 30% and improved customer NPS score for redemption by 25% through introduction of payment using loyalty points at over 350,000 M-Pesa payment points
- Led cross-functional team to reduce roaming rates across ~140 countries, resulting in a 70% decrease in customer complaints on high roaming bills and a 20% increase in roaming customers and revenue over a 6-month period
- Defined mobile advertising strategy, introducing a new revenue stream growing at 5% year-on- year
- Launched targeted data bundle for low-usage customers, increasing data revenue from targeted segment by 14% and data usage by 90%
- Collaborated with marketing, sales, and customer experience teams to deliver data campaign educating customers on mobile data usage, increasing data NPS score by 5 points
- Launched Safaricom App and drove initiatives to improve user experience, achieving 1M downloads and 25% daily usage
- Analyzed customer feedback with customer care teams to identify product pain points for input into product roadmap, managing customer queries within agreed levels.
PROJECT MANAGER, SAFARICOM LTD
SAFARICOM LTD
10.2012 - 02.2014
- Successful re- launch of the Safaricom Portal that saw traffic increase by over 250%
- Ran a promotion to drive traffic and revenue which saw content downloads double during the promo period
- Collaborated with the Microsoft team in the introduction of the Safaricom store on Windows devices to make app discovery for commonly used apps
- This increased downloads by 20%
- Prepared post launch reports for the team detailing milestones and performance to date as well as rating of product in relation to initial objective
- Took products concepts through the approved stage-gate process and followed up to ensure all required approvals were in place before launch.
System Analyst, Safaricom PLC
Safaricom PLC
04.2010 - 09.2012
Projects & Workforce Analyst, Safaricom PLC
Safaricom PLC
04.2008 - 03.2010
Retail Centre Agent, Safaricom PLC
Safaricom PLC
04.2007 - 03.2008
Customer Care Representative, Safaricom PLC
Safaricom PLC
01.2006 - 03.2007
Peak Time Teller – Standard Chartered Bank
Standard Chartered Bank
10.2004 - 09.2005
Education
MBA - Finance
UNITED STATES INTERNATIONAL UNIVERSITY (USIU-AFRICA)
Nairobi12.2019
Bachelor of Science - Information Technology
UNITED STATES INTERNATIONAL UNIVERSITY (USIU-AFRICA)
Nairobi08.2005
Skills
- Product Strategy
- Product Portfolio Management
- Stakeholder Management
- Business Development
- Financial planning
- Strategic Planning
- Project Management
- Prioritization and Execution
Certification
- CISA (Certified Information Systems Auditor)
- Prince 2 Practitioner
- SCRUM Fundamentals
References
AVAILABLE UPON REQUEST
Timeline
HEAD OF PRODUCT & BUSINESS DEVELOPMENT
CREDABLE GROUP
05.2022 - Current
SENIOR MANAGER – PRODUCT & BUSINESS OPERATIONS, AFRICA
YABX
05.2019 - 04.2022
PRODUCT MANAGER, SAFARICOM LTD
SAFARICOM LTD
03.2014 - 04.2019
PROJECT MANAGER, SAFARICOM LTD
SAFARICOM LTD
10.2012 - 02.2014
System Analyst, Safaricom PLC
Safaricom PLC
04.2010 - 09.2012
Projects & Workforce Analyst, Safaricom PLC
Safaricom PLC
04.2008 - 03.2010
Retail Centre Agent, Safaricom PLC
Safaricom PLC
04.2007 - 03.2008
Customer Care Representative, Safaricom PLC
Safaricom PLC
01.2006 - 03.2007
Peak Time Teller – Standard Chartered Bank
Standard Chartered Bank
10.2004 - 09.2005
MBA - Finance
UNITED STATES INTERNATIONAL UNIVERSITY (USIU-AFRICA)
Bachelor of Science - Information Technology
UNITED STATES INTERNATIONAL UNIVERSITY (USIU-AFRICA)
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