Millie Ng'ang'a

Key Responsibilities

1. Founding Partner Strategic Involvement

• Participate in strategic planning for growth, service expansion, and hiring.
• Represent Tasvanna in business development conversations when required.
• Support internal reviews of partnerships, pricing models, and team capacity.
• Provide risk assessments and “operations reality checks” for new initiatives.

2. Client Delivery Support (Execution Readiness)

• Collaborate with the Managing Partner and Client Strategist to turn contracts into operations.
• Translate SLAs and client needs into internal SOPs and workflows.
• Lead internal planning for pilot programs and new client launches.
• Track KPIs for service delivery (e.g. CSAT, response times, accuracy).
• Oversee issue resolution workflows and client feedback loops.

3. Process Optimization & Systems Building + Team Infrastructure & Tooling

• Design, implement, and improve systems to ensure efficiency, scalability, and quality.
• Build and refine internal SOPs across HR, payroll, customer support, training, QA, etc.
• Track internal performance data to identify inefficiencies and bottlenecks.
• Lead selection, purchase, and onboarding of tools for work (Slack), project mgmt (Asana), helpdesk (Zendesk/Freshdesk), CRM, file storage (Google Drive), etc.
• Set up and maintain role-specific access controls.
• Ensure documentation of SOPs, training manuals, and escalation processes.

• As founder & manager - Millie Money Consultancy, there are several fundamental things I do:
• 1. Business advisory, consulting, and training for MSMEs
• 2. Income growth coaching for individuals - With a client portfolio of 15+
• 3. Finance and entrepreneurship training
• 4. Financial advisory for chamas and investment groups
• 5. Diaspora Financial services - due diligence, research, legal/financial followups in Kenya

• The Manager, Program Support leads a team (of 10-15) that engages with our client programs on a daily basis to provide a best-in-class experience for delivery support and program achievement.
• This team plays a key role in overall service delivery to our customers in Assent's Professional Services department.
• As the Manager, Program Support has the following key roles:
• Managing day to day program support duties:
• Recruiting, mentoring, developing a high performing team
• Establishing, measuring, and reporting on the best tools, processes, and practices in the program team
• Assessing team's knowledge, skill and ability for accomplishing tasks and projects;

• The Manager, Supplier Support will lead a team that engages with our suppliers on a daily basis to provide a world-class experience through being a trusted advisor and providing education on regulations and how to submit quality data.
• As the manager, supplier success I had the following main duties;
• Manage day to day supplier success activities
• Actively engage with all teams to address any cross-team training gaps
• Facilitate the assessment of the team's knowledge, skill, and the ability for accomplishing tasks and projects
• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture.

• Setting goals for performance and deadlines in ways that comply with company's plans and vision.
• Organizing workflow and ensuring that my team of 12 understand their duties or delegated tasks.
• Monitoring employee productivity and providing constructive feedback and coaching.
• All while remaining motivated as we enjoy what we do.

• The supplier support role was to mainly provide the users of our platform with email and phone support so that they may fulfill their compliance duties.
• This role also entailed data scrubbing, data entry, and data sorting.

Conducted market research and analysis by compiling data on competitors, tracking industry trends, and summarizing findings for the team.

Aided in the planning and execution of events, providing on-the-ground support for trade shows, product launches, and company-sponsored functions.

Assisted with public relations efforts by helping to update media contact lists, draft press releases, and assemble media kits for outreach.

Supported traditional advertising and collateral through tasks like coordinating the shipment of promotional materials and proofing print ads or brochures.

Performed administrative and logistical tasks including managing inventory of marketing swag, processing invoices, and organizing campaign assets.

Engaged in brainstorming and reporting by participating in creative sessions and helping to compile performance data for marketing reports.