Jira
Nelson Maloba
Product Manager
Nairobi
Summary
Highly skilled Product Manager with a proven track record of over 6 years of working experience in designing, launching and managing innovative products. Strong expertise in market research, product development, and driving revenue growth. Committed to delivering exceptional customer experiences and exceeding business objectives. Seeking to leverage my expertise and drive product success in a dynamic and collaborative team environment.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Product Manager
Diamond Trust Bank
Nairobi
10.2022 - Current
- Developed and executed a comprehensive product roadmap for digital channels resulting in a 10% increase in revenue within the first quarter of the year compared to a similar period last year
- Conducted market research and competitor analysis to identify key customer pain points, leading to the development of new features on our existing mobile and internet banking channels that improved customer satisfaction by 15%.
- Analyzed metrics to measure product performance.
- Maintained positive vendor relations to build strong partnerships.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Coordinated project planning and execution with team members and team leads.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Developed product documentation to communicate upcoming features and products to internal teams.
Product Associate
Cellulant
Nairobi
09.2021 - 09.2022
- Collaborated cross-functionally with design, engineering, marketing, and sales teams to identify and deliver new product solutions and enhance the existing portfolio
- Developed and executed detailed product roadmaps using Agile methodology
- Partnered with design and engineering teams on design concepts and product iterations
- Leveraged beta-testing, data analytics and user research to identify and experiment with new product measurement methods to improve product performance
- Evangelized product vision to key stakeholders using customer research, data analysis, performance metrics and use cases to build consensus
Product Analyst
NCBA Bank
Nairobi
09.2019 - 09.2021
- Analyzed and determine target customer, end-user, and internal stakeholder needs
- Worked with development team to define and implement customer change requests to enhance product functionality.
- Defined and communicated product roadmap aligned with strategic objectives, supported by market research, customer insights and data analysis
- Measured customer satisfaction and optimized for a valuable, engaging and enjoyable end-user experience.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.
- Documented and prioritized product specifications including user stories, use cases, user stories, process flow diagrams and non-functional requirements
- Used wireframes, mock-ups and prototypes to establish user interface design and architecture.
- Coordinated User Acceptance Testing (UAT) with all the relevant stakeholders as identified in the test plan while ensuring that all bugs and issues identified during the UAT are booked into Atlassian's JIRA and all open issues are tracked until resolution.
- Undertook post launch analysis and gathered customer feedback to validate where the product meets stated metrics and identified enhancement opportunities.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
- Supported development team in generation of technical requirements and product documentation to achieve process commonality.
Operations Analyst
NCBA Bank
Nairobi
05.2017 - 09.2019
- Prepared daily, weekly and monthly transactional and balance sheet reconciliations, investigating discrepancies and ensuring any issues are raised immediately
- Prepared month end journals as required including Value at Risk (VAR) reports
- Updated documentation outlining the reconciliation processes for Mobile Savings and Lending (MSL) and Digital Financial Services (DFS) products
- Coordinated reconciliation, recoveries and incident management processes both internally and among business partners
- Coordinated and supported the automation of the reconciliation and recovery process
- Liaise with customer experience staff in the branch and call center agents to resolve customer queries
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Conducted requirement elicitation exercises through activities such as brainstorming, document analysis, surveys, interviews, workshops, and workflow analysis
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Analyzed trend data to forecast operational needs and plan next course of action.
Sales Officer
NCBA Bank
Mombasa
04.2016 - 04.2017
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Responded to customer needs by answering questions and providing detailed information about CBA,s retail products such as unsecured scheme loans, mortgages, credit cards and accounts .
- Prepared sales reports with informative graphs and charts to outline key data.
- Connected with prospects through trade shows, cold calling and local-area networking.
Project Consultant
Smect Consultants
Nairobi
08.2015 - 04.2016
- Prepared inception reports and preliminary reports with guidance from senior consultants
- Conducted and coordinated external evaluations of projects/programs and documenting best practices and lessons learnt
- Designed and pre-tested the data collection tools to be used in evaluations of projects
- Coordinated key informant interviews and focus group discussions to ensure the quality of data collected and verify the accuracy of reported data
- Conducted data analysis of quantitative and qualitative data
- Led in collecting information and provided inputs for final reports to be submitted to clients.
Quality Improvement Advisor
Institute of Health Policy and Research
Nairobi
03.2015 - 08.2015
- Coordinated all project activities according to the national guidelines and standards that meet quality
- Coordinated capacity building activities of health care workers, County and Sub- County Managers on Quality improvement principles
- Trained and coached health care workers, county and sub county managers on application of quality Improvement principles to enable them identify gaps in the systems, processes and come up with the root causes and interventions to address them
- Promoted data demand and use for decision making through cultivating a culture of performance measurement, monitoring and evaluation by the health care workers at various levels
- Documented best practices/success stories together with the county health staff and coordinated experience sharing forums such as quality Improvement, gallery walks, quarterly review meetings and learning sessions
- Supported the community health workers to establish sustainable quality Improvement systems through the quality Improvement committees and to develop the necessary tools to carry out quality of care assessments
- Work closely with other project staff to make sure that project strategies and approaches are delivered in a coherent and coordinated way, in line with log frame targets
- Supported rolling out of respectful maternal care package as a quality Improvement intervention in addressing health care workers attitude to clients
- Supported implementation of maternal and perinatal death reviews at the community and facility level as a quality Improvement intervention.
Sales Representative
NCBA, Mombasa
03.2014 - 03.2015
- Managed & serviced primarily walk in clients, fulfilling transactional requirements
- Directed and educated walk-in clients to use self-serve channels, and handle service requests via low counters where requested by clients; Actively seek Service To Sales opportunities
- Effectively converted service recovery to sales opportunities
- Provided advice on potential financial planning solutions based on client needs
- Referred to product specialists to provide expert advice to customers across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates.
Monitoring and Evaluation Assistant
PractHealth
Nairobi
01.2013 - 02.2014
- Assisted M&E Officer maintain and update the M&E Framework for the project, bringing together tools and outlining systems as required
- Assisted to ensure that routine project monitoring takes place on time (including field missions, reporting, indicator achievement monitoring, and satisfaction surveys with beneficiaries and stakeholders)
- Oversaw data collection, analysis of data and report writing activities
- Assisted in writing proposals and submitting weekly and monthly reports
- Assisted in coordinating, supervising and reviewing all project surveys; baselines/end lines, assessments and evaluations including designing tools and sampling methodologies, training teams, planning fieldwork, producing analysis and reports
- Assisted in documenting all learning in the project ensuring that learning is captured and effectively shared with the donor and stakeholders
Customer Care Representative
Safaricom PLC
Nairobi
10.2008 - 09.2011
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided customers with product and service information by clearly explaining procedures; answering questions; providing information
- Identified and escalated priority issues and where necessary, followed up customer concerns
- Documented all Customer interaction information according to standard operating procedures
- Responded to customer needs through competent customer service and prompt problem-solving.
- Recommended process improvements for process excellence
- Recognized, documented and alerted the line manager of trends in customer calls.
Education
Master of Arts - Project Planning and Management
University of Nairobi
Nairobi, Kenya 10.2009 - 12.2012
Bachelor of Science - Biochemistry
Kenyatta University
Nairobi, Kenya 05.2004 - 07.2008
Skills
Research and trend analysis
undefinedSoftware
Confluence
Lucid Chart
Figma
Certification
Agile & Scrum in Depth: Guide, Simulation and Best Practices
Timeline
Product Manager
Diamond Trust Bank
10.2022 - Current
Product Associate
Cellulant
09.2021 - 09.2022
Agile & Scrum in Depth: Guide, Simulation and Best Practices
01-2021
SQL for Data Science
11-2019
Product Analyst
NCBA Bank
09.2019 - 09.2021
Operations Analyst
NCBA Bank
05.2017 - 09.2019
Sales Officer
NCBA Bank
04.2016 - 04.2017
Project Consultant
Smect Consultants
08.2015 - 04.2016
Quality Improvement Advisor
Institute of Health Policy and Research
03.2015 - 08.2015
Sales Representative
NCBA, Mombasa
03.2014 - 03.2015
Monitoring and Evaluation Assistant
PractHealth
01.2013 - 02.2014
Master of Arts - Project Planning and Management
University of Nairobi
10.2009 - 12.2012
Customer Care Representative
Safaricom PLC
10.2008 - 09.2011
Bachelor of Science - Biochemistry
Kenyatta University
05.2004 - 07.2008
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