Art
Joyce Kariuki
Business Performance Manager
Nairobi
Summary
Agile Business Performance Manager experienced in orchestrating analytic solutions to improve optimization and strategy execution. Skilled in identifying and highlighting opportunities for performance improvement and familiar with data visualization principles.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
2
2
Certifications
Work History
Business Performance Manager
Jubilee Insurance Ltd
09.2022 - Current
- Reinforced the strategic goals of the organization and devised frameworks for Strategic planning leading to overall strategy execution of 75%
- Recommended improvements in business processes through Robotics workstream to improve operational efficiency and time to value for customers leading to improved NPS score of 72%
- Drove culture of data-dependency across business units and facilitated Data literacy across organization
- Worked collaboratively to assist in design and automation of reports through PowerBI tool improving
- Undertook research and analyzed data garnered from disparate sources and related industries and external benchmarks to inform decision making
- Aided in design and delivery of automated, scalable analytical models to stakeholders that led to a reduced customer churn by 20%
- Monitored key performance indicators and built processes to support partner performance and growth.
- Spearheaded continuous improvement initiatives to increase operational excellence and development.
Growth and Retention Analyst
NCBA
10.2021 - 09.2022
- Completed thorough evaluations of competitors including pricing, sales histories and marketing methods as well as preparing exhaustive written and oral reports communicating research findings to diverse audiences
- Presented advanced business cases, ROI models and change management programmes to senior stakeholders to inform decision-making and brainstorm future strategies
- Designed frameworks and models to improve customer acquisition and retention rates in liaison with Data Science team leading to reduction of churned customers by 25%
- Delivered clear, actionable observations and offered targeted recommendations for business improvement
- Leveraged client data and available insights to improve alignment of business priorities and utilization of resources which led to cost reduction by 10%
- Identified patterns and communicated outcomes to customers to synthesize business requirements
- Translated business requirements into high-level conceptual design to meet programme performance, usability and scalability criteria
Acquisition Strategist
NCBA Nairobi Kenya
01.2020 - 09.2021
- Supported in formulation of product offers and measure impact of sales initiatives against business targets
- Assessed impact of customer acquisition initiatives to optimize ROI and cost-reward of effectiveness of the strategies raising the ROI by 4%
- Conducted market research to identify opportunities for promotion and growth as well as on the competitors to augment marketing efforts
- Improved CTR (ClickThroughRates) by 40% and web visits by 50% by segmenting customer base to ensure a targeted audience
- Created marketing goals related to customer acquisition, lead generation, and revenue for the company SMS and Web products as well as specifying the company's target audience and profiling the audience based on market research
- Prepared and implemented marketing plans within key objectives in addition to organizing and attending marketing activities or events to raise brand awareness through a variety of media (social, radio, print etc.)
- Liaised with stakeholders and vendors to promote success of activities and enhance the company's presence
- Provided dashboards and on demand reports on performance status
Quality Assurance Analyst
NCBA Bank Kenya PLC
10.2019 - 01.2020
- Developed and executed test plans to ensure that all objectives are met
- Implemented and monitored test scripts to assess functionality, reliability, performance, and quality of the service or product
- Identified and remedied defects within the production process
- Recommended, implemented, and monitored preventative and corrective actions to ensure that quality assurance standards are achieved
- Ensured a satisfactory rating on Audit by enforcing compliance to policies and procedures
- Ensured that user expectations are met during the testing process
- Drafted quality assurance policies and procedures guidelines
- Investigated customer complaints and product issues and gave recommendations to boost workflows and quality assurance standards
- Ensure ongoing compliance with quality and industry regulatory requirements.
Business Operations Analyst
NCBA Nairobi
02.2015 - 09.2019
- Monitored service delivery metrics to detect and correct deficits in compliance with standard operating procedures.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Maintain a thorough understanding of the Division's products in order to resolve customer queries and escalated issues
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Continuously update management on feedback from the staff, partner, and vendors in order to monitor business trends and opportunities
- Prepare, generate and distribute daily reports to appropriate personnel as well as effective use of RCSA as a risk control measure and ensure a satisfactory rating in the audit
- Provided performance analysis for M-Shwari, informing senior decision-makers of vital sales and profit metrics.
Customer Experience Executive
NCBA PLC
Nairobi
02.2012 - 02.2015
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits
- Assessed operational performance to identify areas for improvement.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Generate sales leads and build sustainable relationships of trust through open and interactive communication
- Execute monthly internal audit
- Channel customer feedback for process and product improvement across the business units
Education
Certified Public Accounts -
Strathmore University
Nairobi 01.2005 - 07.2008
Bachelors Arts - Corporate Communications
University of Nairobi
Nairobi 10.2006 - 12.2010
Masters in International Relations -
United States International University
Nairobi 02.2020 - Current
Skills
Stakeholder Management
Accomplishments
- Led the team that delivered a Project dubbed Neo which had a 99% success rate. The project entailed migration of over 30M Mshwari customers to a new and more efficient platform which reduced downtimes and system outages by close to 90% and consequently customer complaints declined
- Part of the team that is leading the digital transformation initiative at Jubilee Insurance, specifically delivery of a modern analytic data platform(Data Lake) and automation of financial and operational reports through PowerBI tool
Certification
Data Analytics by Association of Kenya Insurers
Interests
Traveling
Culinary Expertise
Reference
Jacob Munene
jacobmunene@gmail.com
+254720820871
Lilian Muchiri
lilianmuchiri@gmail.com
+254721584542
Timeline
Data Analytics by Association of Kenya Insurers
11-2022
Business Performance Manager
Jubilee Insurance Ltd
09.2022 - Current
Growth and Retention Analyst
NCBA
10.2021 - 09.2022
Oracle Digital Marketing
07-2020
Masters in International Relations -
United States International University
02.2020 - Current
Acquisition Strategist
NCBA Nairobi Kenya
01.2020 - 09.2021
Quality Assurance Analyst
NCBA Bank Kenya PLC
10.2019 - 01.2020
Business Operations Analyst
NCBA Nairobi
02.2015 - 09.2019
Customer Experience Executive
NCBA PLC
02.2012 - 02.2015
Bachelors Arts - Corporate Communications
University of Nairobi
10.2006 - 12.2010
Certified Public Accounts -
Strathmore University
01.2005 - 07.2008
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