Hi, I’m
MAUREEN OUKO
Customer Experience and Operations Specialist
Summary
Versatile and results-driven Operations Manager with 8+ years of progressive experience in financial services and administrative operations. I am skilled in streamlining business processes, managing cross-functional teams, optimizing resource utilization, and enhancing productivity. Proven success in implementing operational policies, overseeing logistics, managing licenses and subscriptions, and coordinating global teams remotely. Recognized for strong analytical thinking, problem-solving ability, and a commitment to operational excellence and continuous improvement.
Overview
11
years of professional experience
Work History
Chai Sacco Society Limited
Senior Operations Officer
08.2024 - Current
Job overview
- Oversee and streamline daily operational workflows across multiple branches to ensure efficiency and compliance.
- Supervise branch operations including treasury, teller, and service support functions.
- Manage operational documentation, process reviews, and policy implementation to align with best practices.
- Coordinate communication between teams and facilitate process improvement initiatives.
- Conduct data analytics on performance KPIs and prepare management reports for decision-making.
- Support digital operations, subscription management, and system user optimization.
Chai Sacco Society Limited
Senior Credit Officer
12.2023 - 07.2024
Job overview
- Monitored service turnaround times (TAT) and introduced efficiency measures in credit operations.
- Lead performance reviews and member engagement initiatives to improve operational standards.
- Provided operational support in system reconciliations and resource allocation for credit services.
Chai Sacco Society Limited
Acting Senior Operations Officer
02.2023 - 11.2023
Job overview
- Ensured smooth coordination between departments and front-office functions.
- Oversaw internal controls and compliance with operational guidelines.
- Supported continuous improvement of customer-facing processes and internal workflows.
Chai Sacco Society Limited
Credit Officer / Teller / Customer Care Executive
01.2015 - 01.2023
Job overview
- Delivered operational and customer support services with a focus on efficiency and accuracy.
- Handled end-to-end member service transactions, ensuring adherence to set policies.
- Maintained accurate process documentation and provided team support in system operations.
Education
Management University of Africa
Certificate from Leadership & Management
11.2025
University Overview
Ongoing
Tumaini Institute of Management
Certified Credit Professional
01.2025
University Overview
Kampala University
Bachelor of Science from Mass Communication
01.2009
University Overview
Alphax College
Diploma from Journalism & Radio Production
01.2006
University Overview
Skills
- Operations Management
- Process Optimization
- Global Purchasing
- License Management
- Policy Development
- Compliance
- Analytics
- Performance Reporting
- Team Leadership
- Remote Coordination
- Procurement
- Resource Planning
- Documentation of Procedures
- SOPs
- Stakeholder Communication
- Collaboration
- MS Office
- Task Management Tools
- Communication
- Leadership
- Problem-solving
- Organizational Skills
- Detail-oriented
- Adaptability
- Data Analysis
Personal Information
Personal Information
Title: Operations ManagerWork Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridTimeline
Senior Operations Officer
Chai Sacco Society Limited
08.2024 - Current
Senior Credit Officer
Chai Sacco Society Limited
12.2023 - 07.2024
Acting Senior Operations Officer
Chai Sacco Society Limited
02.2023 - 11.2023
Credit Officer / Teller / Customer Care Executive
Chai Sacco Society Limited
01.2015 - 01.2023
Management University of Africa
Certificate from Leadership & Management
Tumaini Institute of Management
Certified Credit Professional
Kampala University
Bachelor of Science from Mass Communication
Alphax College
Diploma from Journalism & Radio Production