Summary
Overview
Work History
Education
Skills
References
Timeline
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Linah Njeri

BUSINESS DEVELOPMENT & OPERATIONS MANAGER
Nairobi

Summary

Highly accomplished and seasoned business development and operations professional with an extensive background in the financial industry. Dedicated to driving organizational growth, optimizing operational efficiency, and delivering exceptional results in a dynamic and competitive business landscape. Seeking a challenging leadership role where I can leverage my strategic vision, cross-functional expertise, and strong business acumen to lead transformative initiatives that fuel success and elevate the company's market position.

Overview

9
9
years of professional experience

Work History

SALES & MARKETING MANAGER

PHOENIX CAPITAL LTD
02.2023 - Current
  • Manage and lead the sales team, providing guidance, support, and coaching to ensure optimal performance.
  • Grew the loanbook from 81 Million Kenya Shillings to 129 million Kenya Shillings within 4 months
  • Supervise 4 branch managers, 11 relationship officers and 20 team leaders.
  • Analyzed sales and marketing data for improved strategies.
  • Reduced operational costs through streamlined workflows, smart budgeting practices, and efficient resource allocation.
  • Conducted market research to identify new business opportunities and stay ahead of industry trends.
  • Optimized sales processes, streamlining procedures for increased efficiency and better customer service.
  • Organized promotional events and interacted with community to increase sales volume.
  • Implemented data-driven tactics for more accurate forecasting and improved overall decisionmaking.
  • Set clear sales targets and goals for individual team members and the overall sales team.
  • Conduct regular performance evaluations and provide constructive feedback to motivate and improve the team's effectiveness.
  • Organize and oversee sales meetings and training sessions to enhance the team's skills and product knowledge.
  • Monitor the sales team's performance and individual sales metrics, ensuring targets are met or exceeded.
  • Generate regular sales reports, providing insights on sales performance, market trends, and opportunities for improvement.
  • Present sales reports and progress updates to senior management and participate in sales strategy discussions.
  • Business Development and Market Expansion:
  • Identify new business opportunities and potential markets for the bank's products and services.
  • Plan and execute strategies to expand the bank's customer base and increase market penetration.
  • Collaborate with the marketing team to design and implement promotional campaigns to attract new customers.
  • Sales Performance Incentives and Rewards:
  • Develop and manage sales incentive programs to motivate the sales team and reward high achievers.
  • Ensure fair and transparent distribution of incentives, fostering a competitive and performance-driven sales culture.
  • Increased market share by identifying untapped customer segments and developing tailored offerings to meet their needs.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Improved brand visibility with well-executed promotional campaigns and engaging social media content.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Set up the company's call center department.
  • Delivered persuasive presentations to key stakeholders, securing buy-in for critical projects or proposals.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.

OPERATIONS MANAGER

KAJEA TECH LTD
02.2023 - Current
  • Kajea Tech Ltd is a financial solutions provider that leverages technology to unlock convenience
  • We provide short term credit solutions to employees and employers, offering employees salary advances and payroll support functionalities at the convenience of the client through mobile phones.
  • Operations Oversight: Develop, implement, and continually improve operational processes to enhance efficiency and productivity.
  • Monitor and analyze operational metrics to identify areas for improvement and cost-saving opportunities.
  • Collaborate with cross-functional teams, including technology, finance, and customer service, to streamline operations and enhance overall service delivery.
  • Customer Experience: Focus on providing exceptional customer experiences throughout the loan application and approval process.
  • Implement customer-centric practices and measures to resolve customer inquiries and issues promptly and effectively.
  • Continuously review and refine customer touchpoints to ensure convenience and satisfaction.
  • Technology Integration: Work closely with the technology team to ensure smooth integration of technological solutions and platforms that support loan processing and management.
  • Identify opportunities for automation and digitalization to enhance operational efficiency and reduce processing time.
  • Stay up-to-date with technological advancements in the financial industry to optimize service delivery.
  • Risk Management and Compliance: Implement and enforce strict risk management practices to safeguard against fraudulent activities and mitigate potential risks.
  • Ensure compliance with all relevant regulations and industry standards, including data protection and customer privacy laws.
  • Collaborate with the compliance team to ensure adherence to regulatory requirements.
  • Team Management and Development: Lead, mentor, and motivate the operations team, promoting a positive and collaborative work environment.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Facilitate training sessions and professional development programs to enhance the team's skills and knowledge.
  • Reporting and Analysis: Prepare regular operational reports, highlighting key performance indicators, operational challenges, and proposed solutions and present to the company C.E.O
  • Provide insights and recommendations to senior management to inform strategic decision-making.
  • Utilize data analysis to identify trends, opportunities, and potential risks in the operations process.
  • Process Improvement: Continuously assess and improve operational processes, ensuring maximum efficiency and cost-effectiveness.
  • Proactively identify bottlenecks and implement innovative solutions to enhance process flow.
  • Collaborate with the technology team to develop and test new features and functionalities that enhance operational capabilities.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

BRANCH MANAGER

MWANANCHI CREDIT LTD
01.2021 - 01.2022
  • Key Achievements
  • Spearheaded Business Growth: Successfully developed and executed strategies that led to a significant increase in the branch's loan portfolio by 18% in the first 6 months of my tenure.
  • Demonstrated expertise in identifying untapped markets and targeted customer segments, resulting in expanded outreach and increased market share
  • Opened two satellite branches under Kitengela branch- Kajiado Town and Wote
  • Town
  • Customer Relationship Management: Cultivated strong relationships with customers, earning their trust and loyalty.
  • Implemented customer-centric practices that resulted in high levels of customer satisfaction and repeat business.
  • Kitengela branch had a retention rate of 67% 1
  • Branch Operations Management:
  • Oversee the day-to-day operations of the branch, ensuring efficient and smooth service delivery.
  • Monitor and manage cash flow, liquidity, and financial transactions to maintain operational stability.
  • Review and approve loan applications, ensuring creditworthiness and adherence to lending policies. 2
  • Sales and Business Development:
  • Develop and implement sales strategies to achieve growth targets and expand the customer base.
  • Identify and pursue business opportunities, including cross-selling and upselling financial products.
  • Foster strong relationships with existing clients and actively seek new business prospects. 3
  • Credit Risk Management:
  • Evaluate and manage credit risk to maintain a healthy loan portfolio with minimal delinquencies.
  • Implement appropriate risk assessment procedures to ensure responsible lending practices.
  • Monitor and address delinquent accounts, working towards recovery and customer retention. 4
  • Customer Service Excellence:
  • Uphold a culture of exceptional customer service, resolving customer inquiries and issues promptly.
  • Establish feedback mechanisms to understand customer needs and preferences, driving service improvement initiatives. 5
  • Financial Performance Analysis:
  • Analyze financial reports and performance metrics to identify areas for improvement and growth opportunities.
  • Prepare regular reports for senior management, providing insights on the branch's performance. 6
  • Compliance and Regulatory Adherence:
  • Ensure strict adherence to microfinance regulations, policies, and procedures.
  • Collaborate with the compliance team to implement and maintain compliance standards. 7
  • Staff Management and Development:
  • Lead and motivate the branch team, fostering a positive and collaborative work environment.
  • Conduct performance evaluations and provide constructive feedback to team members.
  • Facilitate training sessions and professional development programs to enhance staff skills and knowledge.

ASSISTANT BRANCH MANAGER

MWANANCHI CREDIT LTD
01.2021 - 12.2021
  • PAR Improvement Strategy: Collaborate with the Branch Manager and senior management to develop and implement strategies aimed at reducing the PAR and enhancing the overall loan portfolio quality.
  • Analyze historical data and trends to identify underlying causes of PAR and devise targeted action plans to address specific risk factors.
  • Credit Risk Management: Work closely with the credit department to ensure robust credit risk assessment and monitoring procedures are in place.
  • Review loan applications, ensuring they meet the bank's credit policies and regulatory requirements.
  • Monitor the performance of existing loan accounts, identifying potential delinquencies, and taking proactive measures to mitigate risk.
  • Customer Relationship Management: Cultivate strong relationships with existing borrowers and depositors to enhance customer loyalty and reduce delinquency rates.
  • Proactively engage with customers facing financial difficulties, providing guidance and support to facilitate timely loan repayments.
  • Training and Development: Train branch staff on best practices for PAR management, credit risk assessment, and customer service excellence.
  • Provide ongoing coaching and mentorship to team members, ensuring they are well-equipped to handle credit risk-related challenges.
  • Operational Efficiency: Identify process bottlenecks and inefficiencies within the branch, collaborating with the Branch Manager to implement improvements.
  • Monitor and track key performance indicators (KPIs) related to PAR and credit risk, reporting progress to the management team.
  • Compliance and Reporting: Ensure adherence to all microfinance regulations, internal policies, and risk management guidelines.
  • Generate accurate and timely reports on PAR status, loan portfolio quality, and risk assessment for management review.
  • Team Collaboration: Work closely with the Branch Manager and other department heads to align branch goals with overall organizational objectives.
  • Foster a collaborative and supportive team culture, promoting teamwork and information sharing.
  • Contributed to the development and implementation of strategic plans for the branch that aligned with overall company objectives, driving sustained growth and success.
  • Examined customer loan applications for loan approvals and denials.
  • Implemented targeted marketing strategies that attracted new customers while retaining existing ones leading to an overall increase in branch footfall.
  • Developed strategic plans for day-to-day financial operations.
  • Wrote and administered employee performance reviews to monitor customer service and personal sales of 21-member team.
  • Played a key role in growing the branch''s loan portfolio through proactive client outreach and relationship management efforts.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.

PORTFOLIO MANAGER

GTEL MOBILE KENYA
06.2017 - 10.2020
  • Debt Collection Strategy: Develop and implement effective debt collection strategies, tailored to the company's specific portfolio and customer demographics.
  • Analyze historical data and trends to identify patterns and develop targeted approaches for debt recovery.
  • Delinquent Account Management: Monitor and track delinquent accounts, ensuring timely follow-up actions are taken to recover outstanding debt.
  • Engage with customers facing financial difficulties, negotiating repayment plans and providing support to facilitate timely debt settlements.
  • Customer Communication: Maintain a customer-centric approach in debt collection efforts, communicating with customers in a respectful and empathetic manner.
  • Handle customer inquiries and disputes related to debt, resolving issues promptly and professionally.
  • Compliance and Regulatory Adherence: Ensure compliance with all relevant laws, regulations, and industry standards pertaining to debt collection practices.
  • Stay up-to-date with changes in debt collection laws and regulations, implementing necessary adjustments to collection procedures.
  • Performance Tracking and Reporting: Monitor key performance indicators (KPIs) related to debt collections, tracking progress and effectiveness of debt recovery efforts.
  • Generate regular reports on debt portfolio status, recovery rates, and outstanding amounts for management review.
  • Relationship Management: Collaborate with internal stakeholders, including sales, credit, and customer service teams, to ensure a holistic approach to debt recovery.
  • Liaise with external debt collection agencies and legal partners, managing relationships to optimize recovery efforts.
  • Process Improvement: Identify process inefficiencies and bottlenecks in debt collection operations, proposing and implementing improvements.
  • Work closely with IT and data teams to leverage technology for enhanced debt collection efforts.
  • Proactively communicated changes in market conditions that warranted adjustments within portfolios, minimizing potential losses or missed opportunities.

ASSISTANT CREDIT OFFICER

LOLC KENYA MICROFINANCE BANK PLC
09.2015 - 02.2017
  • Credit Appraisal: Review and analyze loan applications, evaluating the financial position, credit history, and repayment capacity of prospective borrowers.
  • Conduct comprehensive credit risk assessments to determine the suitability of applicants for various loan products. 2
  • Risk Analysis: Assess the level of risk associated with each credit application, considering factors such as credit scores, collateral, industry risks, and economic conditions.
  • Make informed decisions on loan approvals, ensuring that credit is granted to borrowers with a sound ability to repay.
  • Due Diligence: Conduct thorough due diligence on applicants, verifying their financial information, employment details, and references.
  • Validate collateral, if applicable, to ensure its authenticity and market value.
  • Loan Structuring and Terms: Collaborate with the credit committee and other stakeholders to structure appropriate loan terms and conditions.
  • Ensure that loan terms align with the borrower's needs, risk profile, and the institution's credit policies.
  • Compliance and Documentation: Ensure compliance with all regulatory requirements, internal credit policies, and underwriting standards.
  • Prepare accurate and comprehensive loan documents, offer letters, adhering to legal and regulatory guidelines.
  • Credit Monitoring: Monitor the performance of existing loan accounts, identifying early warning signs of credit risk and proactively addressing potential issues.
  • Recommend remedial actions, such as restructuring or collection strategies, for delinquent accounts.
  • Reporting and Analysis: Prepare regular reports on credit appraisal activities, loan portfolio quality, and credit risk trends for management review.
  • Provide insights and recommendations to senior management to inform strategic decision-making.
  • Mentored junior staff members in best practices related to credit analysis, instilling a culture of accuracy and diligence within the team.

RETAIL SALES ASSOCIATE

SBM BANK KENYA
01.2015 - 08.2015


  • Customer Engagement and Sales:Greet customers warmly, identify their financial needs, and recommend suitable banking products and services.
  • Actively engage with customers to explain product features, benefits, and eligibility criteria.
  • Conduct needs-based selling to align the bank's offerings with each customer's financial goals.
  • Maintain a proactive approach to prospecting and lead generation to maximize sales opportunities.
  • Track and report sales performance, providing regular updates to the sales manager.
  • Product Knowledge and Expertise: Stay up-to-date with the bank's product offerings, features, and competitive advantages.
  • Develop a deep understanding of financial products, including deposit accounts, loans, credit cards, investment options, and insurance.
  • Customer Relationship Management: Build and maintain strong, long-lasting customer relationships based on trust and excellent service.
  • Follow up with customers after sales interactions to ensure satisfaction and address any inquiries or concerns.
  • Compliance and Regulations: Adhere to all banking regulations, policies, and procedures when conducting sales activities.
  • Comply with know-your-customer (KYC) and anti-money laundering (AML) guidelines.
  • Cross-Selling and Upselling: Identify opportunities for cross-selling and upselling additional bank products and services to existing customers.
  • Collaborate with other departments, such as the wealth management and credit teams, to explore cross-selling possibilities.
  • Team Collaboration: Collaborate with colleagues and team members to achieve common sales goals.
  • Share insights, best practices, and market intelligence to support the overall success of the sales team.

Education

DIPLOMA IN BUSINESS MANAGEMENT -

STRATHMORE UNIVERSITY

BACHELOR OF ARTS (B.A.) IN LAW - undefined

CATHOLIC UNIVERSITY OF EASTERN AFRICA

Skills

Market and Competitive Analysis

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References

  • Everlyne Mutuku, Human Resources Manager, (072) 580-6038, everlynemutuku2@gmail.com
  • Jayne Waithira, Group Human Resource Manager, jaynewaithira6@gmail.com

Timeline

SALES & MARKETING MANAGER

PHOENIX CAPITAL LTD
02.2023 - Current

OPERATIONS MANAGER

KAJEA TECH LTD
02.2023 - Current

BRANCH MANAGER

MWANANCHI CREDIT LTD
01.2021 - 01.2022

ASSISTANT BRANCH MANAGER

MWANANCHI CREDIT LTD
01.2021 - 12.2021

PORTFOLIO MANAGER

GTEL MOBILE KENYA
06.2017 - 10.2020

ASSISTANT CREDIT OFFICER

LOLC KENYA MICROFINANCE BANK PLC
09.2015 - 02.2017

RETAIL SALES ASSOCIATE

SBM BANK KENYA
01.2015 - 08.2015

DIPLOMA IN BUSINESS MANAGEMENT -

STRATHMORE UNIVERSITY

BACHELOR OF ARTS (B.A.) IN LAW - undefined

CATHOLIC UNIVERSITY OF EASTERN AFRICA

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Linah NjeriBUSINESS DEVELOPMENT & OPERATIONS MANAGER