Lenah Kanana Kithinji

Achievements

• Grew IMT partnerships from 17 to 21. This included MTO's and Exchange houses e.g. Nium, Horizon Exchange
• Remittance volumes grew from USD 1.05B to USD 1.45B
• Remittance revenue grew from USD 1.98 Mio to USD 3.43 Mio
• Championed the change of a cash pick product to a digital product. The product is moving monthly volumes of USD 90,000.
• Leadership- mentoring 3 staff on cross border payments.

Experience

• Onboard and facilitate Partnerships with the Money Transfer Organizations (MTO's). This includes Due diligence, Commercial negotiations and taking part during integration stage.
• Organize marketing activities with the Marketing team and ensure to get ROI. I ensure that the branch network has sufficient & visible branding as well as carrying out branch campaigns to grow cash-pick up business.
• Build and enhance positive working relationships with the MTO's and internal stakeholders. Some of the IMT partners under my portfolio are Transfast, Homesend, Western Union & Thunes.
• Participate in periodic reviews with the MTO Partners.
• Support cross border acquiring product training within the Group network.
• Plan and manage strategies to drive revenue growth in cross border acquiring.
• Proactively notify MTO's regarding any widespread or business critical problems with the Bank systems, as well as scheduled periodic maintenance outages.
• Anticipate market developments, trends and identify business growth opportunities.
• MTO account management. Identify, develop and lead the management of MTO accounts and ensure growth of volume.
• Provide high value customer service support on day-to-day items to the MTO's and internal staff to ensure customer expectations are exceeded.

Achievements

• Grew Remittance revenue by 48%
• Grew Remittance volumes by 40%
• Took part during changeover of Transfast web system to an API based platform for the Bank.
• Leadership- Mentored 4 staff who are serving at various positions in the Remittance space.

Experience

• Generating and growing revenue streams through effective partnership management.
• Training branch staff and partners on the system requirements for provision of remittance services to the customers.
• Negotiating rates with the treasury department on behalf of the branches for the settlement amounts due to them.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
• Complied with established internal controls and policies.
• Created financial dashboards to provide insights into key performance indicators.

• The point of contact between the partners and the bank, offering customer support to existing and newly on boarded money remittance partners such as Money Gram and Western Union Support
• Facilitated user set-up in the various outlets through liaising with the ICT support person to ensure that outlets are up and running in the shortest period possible and within the given SLAs
• Improved the operation efficiency and managing the operational risks involved
• Developed and continuously reviewed operational policies and procedures ensuring their compliance to regulatory requirements
• Improved operational efficiency and managed the operational risks involved.

• Deputized the Branch operations manager
• Loaded the ATM and vault custodianship
• Reconciled suspense accounts and preparation of periodic returns
• Processed Outward cheques to central clearing and in-house cheques in client accounts
• Managed branch back office transactions .i.e Validation of transactions, cash repatriation.

• Prepared journals, monthly accruals and general ledger reconciliations with extreme accuracy
• Managed revenue recognition and ensured compliance with contractual terms and conditions
• Processed daily client transactions, including deposits, withdrawals, money transfers, loan payments, and selling cashier's checks
• Accurately maintained records of each transaction and ensured all documentation and paperwork was in place and within compliance
• Assisted clients with various questions and concerns related to their accounts and bank products
• Assisted client relationship managers at bank branch with customer account research and maintenance.

• Prepared and distributed routine business reports for categories operations and business review
• Performed business analysis and reconciliation by extracting information from internal financial systems
• Took charge of loans and advances, administration duties and customer care support.