Laveen Mutira
Corporate Communication │Performance Management │Project & Change Management │Knowledge Management
Nairobi,Nairobi
Summary
A dynamic and high-performing Communication professional with 13+ years of experience impacting positive organizational outcomes through strategic planning, relationship building, and project management. Confident in ability to collaborate effectively with cross-functional colleagues to solve complex, high-stakes problems. Eager to leverage a diverse range of talents in a new and engaging professional setting. A self-starter and articulate champion of inclusive approaches to improve people experiences. Committed to continuous improvement and contributing to team success.
Life Philosophy
Change cannot be put on people. The best way to instill change is to do it with them. Create it with them. Lisa Bodell
Overview
15
15
years of professional experience
3
3
years of post-secondary education
3
3
Certificates
Work History
Performance Management
Kenya Revenue Authority
Nairobi, NBO
10.2020 - Current
- Coordinates and executes PM programme in designated partner department(s), providing cross-organizational support in entrenching healthy PM practices
- Key Contributions:
- Developed Contracting Guidelines for FY 2022/2023, customized cross-cutting commitments for 12 departments and trained 1500+ staff, facilitating 96% contracting compliance rating at corporate level
- Developed and implemented performance improvement strategies and plans to promote continuous improvement in designated department leading to increased annual performance rate by 7.38% compared to previous FY 2021/2022
- Partnered with business departments to identify data sources for their compliance and revenue enhancement KPIs to avert biased ratings during employee performance evaluations
- Provided advisory to six (6) Executives on cascading approach facilitating proper allocation of targets to 2300+ employees
- Synthesized appraisal data of 2300+ employees based on rating categories of Excellent, On Track, Developing, and Not Meeting to facilitate implementation of rewards framework
- Consolidated performance data 0f 1093 staff facilitating their vacation from PIP and confirmation to permanent and pensionable terms
Change Lead
Authority
Nairobi, NBO
10.2017 - 09.2020
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes
- Key Contributions:
- Pitched Change business case to cross-functional Executives, leading to approval of US$ 20,000 project budget to facilitate re-engineering of Travel Requisition process
- Wrote 50+ articles for Domestic Taxes department's (DTD) internal weekly newsletter enhancing leadership communication on business results to 1500+ staff
- Designed employee engagement program for DTD and created feedback loop to facilitate direct leadership communication with employees
- Monitored feedback and coordinated responses to various staff requests/ submissions
- Coordinated corporate-wide training for 4000+ staff on SAP ERP employee service modules leading to increased 17% adoption rate within three (3) months
- Designed Business Transformation Office (BTO) structure and defined 10 job descriptions for Change Management, Business Process Re-engineering, and Project Planning roles
- Consolidated staff rationalization for seven (7) divisions and crafted staff development plans to support multi-skilling and succession planning
- Consulted with departmental leaders and designed development plan for re-skilling of 400+ revenue staff on data-driven compliance management
- Knowledge Management Lead – Strategy, Innovation & Risk
Knowledge Management Lead
Kenya Revenue Authority
Nairobi, NBO
09.2016 - 09.2017
- Promoted to implement Knowledge Bank and Communities of Practice framework to propel thought leadership, knowledge-sharing culture and collaborative workflow between departments and project teams
- Key Contributions:
- Worked with Technical Lead, over three (3) months period, to deploy corporate repository and collaboration tool facilitating access to intellectual and business information assets by over 4000+ staff
- Organized cross-functional Community of Practice engagement where 22 subject matter experts shared insights, experiences, learnings and best practices on debt management resulting in system enhancements of Debt and Refunds module
- Designed Knowledge Management section structure leading to recruitment of 13 staff from Executive to entry-level
- Coached team of six (6) on content creation and proofread 26 articles published in internal newsletter which garnered average 4.6/5 rating by readers
- Start - Up Project Manager - KRA Web Transformation Project, Marketing
Start-Up Project Manager - KRA Web Transformation
Kenya Revenue Authority
Nairobi, NBO
07.2015 - 08.2016
- Defined project scope, business case and prepared budget including resource requirements
- Responsible for requirements gathering, documentation of TORs and coordinating procurement processes for consultant and technical resources required for delivery
- Managed relations, communicated and engaged internal stakeholders and external consultants about strategy, necessary adjustments and progress
- Reviewed quality of project deliverables, monitored and reported on project performance at departmental and steering committee level
- Key Contributions:
- Successfully facilitated end-to-end contract management of donor-funded projects in compliance with public procurement policy and donor reporting requirements ensuring over 90% absorption of donor funds and achievement of project objectives
- Gathered customer and user requirements in preparation of bid documents to facilitate competitive procurement of project valued at US $600,000
- Mediated, negotiated, and resolved contract and service issues to ensure project continuity and cost savings of US $25,000 during project start-up phase
- Managed two (2) external consultants in delivering Feasibility Study, Content Management, and Digital Skills Gap deliverables to facilitate design and building of interactive corporate website
Communication Officer
Kenya Revenue Authority
Nairobi, NBO
11.2008 - 06.2015
- Assigned to support strategic planning and implementation of communication plans, content development, and editorial for production of communication collateral, customer service, conducting customer research on service quality, event management, media engagement, stakeholder engagement, training, and coaching teams on communication practice
- Key Contributions:
- Coordinated social media coverage of WTO side event, garnering 8.7K Twitter impressions
- Designed Internal Communication unit structure which contributed to increased 4.2% employee engagement rating within two (2) years
- Analyzed 60+ job profiles for Marketing and Communication department structure that were approved by Salaries Remuneration Commission (SRC), Kenya
- Trained 150 newly recruited Customer Experience staff on Soft Skills and Communication as part of employee onboarding program
- Collaborated with Domestic Taxes department and United States International University (USIU) in providing tax education for 50 women entrepreneurs enrolled in Goldman Sachs Foundation 10,000 Women Certificate Program
- Conducted on-site assessments of filing season campaign activations in three (3) locations and submitted report findings and recommendations for evaluation of PR agency’s performance
- Improved media outreach campaigns by initiating media training and coordinating key interviews for eight (8) Executives in Domestic Taxes Department during implementation of VAT Act 2013
- Managed roll-out of outreach activation resulting in recruitment/verification of 1,870 PINs on KRA Online Services platform and issuance of 33 Tax Compliance Certificates to Chief Inspectors
- Developed standard operating procedures, customer engagement scripts, and flow charts for KRA Contact Center that were implemented leading to 22% increase in facility’s quality management compliance rate within six (6) months
Customer Service Executive
Kenya Commercial Bank Group Limited
Nairobi, NBO
11.2007 - 11.2008
- Performed teller responsibilities and assisted customers with routine account-related requests, resolved product/service inquiries promptly
- Participated in marketing and awareness campaigns deployed to increase branch customer base
- Undertook daily cash reconciliation and ensured safe custody
- Key Contributions:
- Led Sales drive at Administration Police Training College leading to recruitment of 250 new customers and opening of salary accounts securing minimum amount of US $ 30,000 monthly branch deposits
- Books Start with Why Why Nations Fail Simon Daren & James A
- Robinson
- Career Highlights
- Achieved 100% vacation rate for 19 employees on performance improvement program through one-on-one interventions
- Improved quality of business units’ performance reports through coaching, training and monitoring interventions leading to 33% increase in reporting compliance within one month
- Presented market survey report on digital communication insights to Business Leaders, securing project funding of US $ 600,000 for implementation of interactive corporate website
- Collaborated with World Customs team based in Belgium and delivered WTO side event at KRA premises that was attended by 120 high-profile international delegates
- Delivered inaugural Top Ten Service Excellence award for Kenya Revenue Authority (KRA) awarded by Institute of Customer Experience (ICX) for launching experiential Customer Service Week campaign in October 2015
- Organized strategic stakeholder engagement forums and coordinated media engagement activities during implementation of VAT Act 2013 leading to policy endorsements by key partners, price regularization of essential goods, and recruitment of 2800+ new VAT taxpayers within first month of policy implementation
- Designed Tax Education Outreach Programme focused on advocating social value of voluntary compliance gaining reach of 47,000+ youth and 2600+ teachers in secondary schools nationwide
- Strengths
- Working with people: Builds healthy relationships at workplace and leverages influential nuances to collaborate effectively with colleagues
- Led team of seven (7) staff in rolling out global Customer Service Week 2015 campaign resulting in KRA being recognized among Top Ten organizations for Service Excellence Awards
- Strategic and creative thinking: Projects mindset of embracing new possibilities, adaptability, and pitching new solutions
- Partnered with multi-stakeholder groups in re-engineering Travel requisition process from 19 to 10 steps through discovery sessions
- Drives for results: Keen and quick in understanding and responding to dynamic business situations to conceptualize and execute both solutions and improvements
- Researched/analyzed pending bills data and proposed rationalization of 100 licenses for source-to-pay transactions enabling KRA to achieve US $12,000 annual cost savings on license renewals
Skills
Strategic Planning & Goal settingCross – Functional Leadership
Interpersonal Communication
Critical Thinking, Analysis & Problem SolvingProject CoordinationBudgetingProcess OptimizationConflict ResolutionRisk MitigationCommunicating with dataRelationship managementPerformance measurementInformation processing in business systems (MS Word, Excel, SAP ERP, Oracle CRM among others)Content CreationEducation
Bachelor of Arts - Communication
Daystar University
Athi River 01.2004 - 06.2007
Timeline
Chartered Institute of Public Relations (CIPR) Internal Communication Specialist Diploma
01-2022
Performance Management
Kenya Revenue Authority
10.2020 - Current
Change Lead
Authority
10.2017 - 09.2020
PROSCI Change Management
09-2016
Knowledge Management Lead
Kenya Revenue Authority
09.2016 - 09.2017
PRINCE 2 Foundation & Practitioner
07-2015
Start-Up Project Manager - KRA Web Transformation
Kenya Revenue Authority
07.2015 - 08.2016
Communication Officer
Kenya Revenue Authority
11.2008 - 06.2015
Customer Service Executive
Kenya Commercial Bank Group Limited
11.2007 - 11.2008
Bachelor of Arts - Communication
Daystar University
01.2004 - 06.2007
Vocational Interests
Emerging Leaders Foundation
I am a mentor with the Emerging Leaders Foundation interacting with three (3) young women fellows in the pursuit of fulfillment and a sense of purpose in their career and personal lives
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Recognitions
- Recognition for Stellar Performance in the seamless planning and coordination of the SGS 3rd Surveillance Audit, Nairobi, March 2022 - Commendation by Head of Division, Performance Management, Kenya Revenue Authority
- Recognition for Excellent Performance, Nairobi, August 2019, 2015 - Commendation by Human Resources Division, Kenya Revenue Authority to acknowledge best performing employees
- Recognition for the successful organization of Capacity Building Master of Training, Nairobi, July 2010 - Commendation by Head of Department, Marketing and Communication, Kenya Revenue Authority
- Best Customer Service Staff 2008, Nairobi, September 2008 - Awarded by Branch Retail Manager, Nairobi, Kenya Commercial Bank Limited
Quote
“We are born makers. We move what we’re learning from our heads to our hearts through our hands."
Brene Brown
Career Highlights
- Achieved 100% vacation rate for 32 employees on performance improvement program through one-on-one interventions
- Improved quality of business units’ performance reports through coaching, training and monitoring interventions leading to 33% increase in reporting compliance within one month
- Presented market survey report on digital communication insights to Business Leaders, securing project funding of US $ 600,000 for implementation of interactive corporate website
- Collaborated with World Customs team based in Belgium and delivered WTO side event at KRA premises that was attended by 120 high-profile international delegates
- Delivered inaugural Top Ten Service Excellence award for Kenya Revenue Authority (KRA) awarded by Institute of Customer Experience (ICX) for launching experiential Customer Service Week campaign in October 2015
- Organized strategic stakeholder engagement forums and coordinated media engagement activities during implementation of VAT Act 2013 leading to policy endorsements by key partners, price regularization of essential goods, and recruitment of 2800+ new VAT taxpayers within first month of policy implementation
- Designed Tax Education Outreach Programme focused on advocating social value of voluntary compliance gaining reach of 47,000+ youth and 2600+ teachers in secondary schools nationwide
Strengths
- Working with people: Builds healthy relationships at workplace and leverages influential nuances to collaborate effectively with colleagues. Led team of seven (7) staff in rolling out global Customer Service Week 2015 campaign resulting in KRA being recognized among Top Ten organizations for Service Excellence Awards
- Strategic and creative thinking: Projects mindset of embracing new possibilities, adaptability, and pitching new solutions. Partnered with multi-stakeholder groups in re-engineering Travel requisition process from 19 to 10 steps through discovery sessions
- Drives for results: Keen and quick in understanding and responding to dynamic business situations to conceptualize and execute both solutions and improvements. Researched/analyzed pending bills data and proposed rationalization of 100 licenses for source-to-pay transactions enabling KRA to achieve US $12,000 annual cost savings on license renewals
Life Philosophy
Change cannot be put on people. The best way to instill change is to do it with them. Create it with them. Lisa Bodell