SUSAN NG'ETHE

• Oversees all aspects of Debt Collection Management in accordance with the company mission Statement including maximization of debt collection performance, client satisfaction and staff development within established quality standards, responsible hiring, training and management of all staff
• Managing over 50-100 staff by providing general oversight into the day to day running of the business with key focus on business growth and operations.
  • To oversee financial strength and placements in terms of expanding business and maintaining low cost budgets
  • Ensure key controls are in place, risks identified and mitigated through a risk & control frame work
  • Recruit, motivate and grow human resource capability to ensure the business is transformed into a high performing organization
  • Development and review of key strategic plans on a monthly, quarterly and annual basis
  • Engage existing clients for enhanced relationships, progress updates and portfolio reviews, follow up on prospective clients and schedule regular pitching sessions and ensure excellent service delivery by attaining a fast turnaround time on all client and customer enquiries
  • Daily portfolio review by checking for irregular allocations, ensuring all accounts are worked in a timely and thorough manner and get updates from the team around portfolio coverage strategies
  • Reviewing Month to date as shared by the MI to appreciate the current position, from the reviews discuss with my team leads and account managers on best collection practices and follow through on items previously discussed to ensure a proper and timely execution of discussed strategies
  • Review of daily productivity parameters to ensure that the team has the right number of calls, RPC, PTPs and MTD posted and the right spin rate.
  • Conduct detailed and regular performance appraisal reviews for my team in a timely and effective manner and use the appraisals to make decisions on team composition and strategy
  • Conduct training exercises to develop employees on soft and collections skills for learning and growth
  • Review of all client month end reports shared by the account managers to ensure quality, detailed commentaries and snapshot views are captured and presenting the same to the board

• Improving overall business functions by overseeing daily business activities, ensuring sustainability and meeting business growth objectives.
• I co-ordinate daily business operations for overall business optimization.
  • I recruit and train new employees for smooth business transitioning as well as re-training of existing employees to keep up with current businesses trends and fresh innovations.
  • I manage and allocate budget resources and implement effective cost cutting measures improving overall business functions.
  • I effectively communicate business goals to employees and both existing and potential clients in line with the company’s mission and vision.
  • I oversee all aspects of the firm’s asset and property management for both ongoing and completed Real Estate projects
  • I run the company’s social media campaigns, product activations, event promotions and worked hand in hand with the marketing team to develop and implement strategic marketing plans for optimal business growth.
  • Evaluating performance and productivity by motivating the staff and assisting them reach their personal development goals.
  • Utilizing business tools and software to Identify business growth opportunities through research and monitoring to improve revenues.
  • Responsible for sourcing, strategizing and negotiating with suppliers and vendors for the most cost effective purchases to reduce on the company’s procurement expenses, while maintaining quality control standards and reviewing of all service level agreements to secure advantageous terms
  • Generating reports and presentations to potential clients and my superiors.

• Progression of the business enterprise by acquisition of new clients and retention of already existing clientele by generating fresh innovative ideas and strategies with the aim of successfully satisfying the company's core functions
• I proactively acquire new business on behalf of the company through interactive networking, providing new contacts, setting up meetings and following up new business opportunities.
  • I set up effective business tools for business efficiency and sustainability and communicating new product developments to current and prospective clients.
  • I created an up to date website design and layout that would effectively communicate the company’s vision and mission to its target customer and also keep up with the rapidly changing business needs of its existing client base.
  • I spearheaded re- branding of the entire company as a result of its considerable growth from inception and overseeing of the development of marketing strategies and implementation.
  • Planning and preparing presentations for my write up proposals to potential clients.
  • Writing up of reports and providing management with feedback

• Management of External Collection Agents to ensure agreed recovery targets are met on the bank's total outsourced portfolio (Non-performing check off, card and SME loans
• I organize and attend meetings with the individual collection agents on a weekly basis and evidence in this regard provided.
  • Weekly briefings with the Agency Manager to report on the actions taken and strategies adopted.
  • Management of the PTP projections provided by the collection agents and follow ups on broken promises.
  • Outsourcing of accounts to agents- I Provide information on accounts before outsourcing them to the collection agents.
  • I provide daily dashboard reports on total collections of each agent and their respective recovery officers.
  • I Manage and follow up on MI and outsource registers from the collection agents to be shared with management by no later than the 5th day of each month.
  • I prepare and complete accurate and timely reconciliations on the recoveries account within the set timelines.
  • I provide timely and accurately, accounts that are due for recall with no traction gained.
  • I resolve queries within 48 hours of the requests and confirmations of payments.
  • Reviewing and recommending payment of invoices in line with the agreed commission rates and actual collections made
  • I continually enhance and streamline procedure manuals to improve efficiencies, productivity and turnaround times

• Site Acquisition: Identifying nominal sites and negotiating terms with respective owners, Coordinating and arranging Technical Site Surveys, Liaising with government agencies and facilitating local authority planning approvals, National Environmental Management Agency approvals, Civil Aviation Approvals and any other governmental permits.

Site Acquisition:
• Identifying nominal sites and negotiating terms with respective owners
• Coordinating and arranging Technical Site Surveys
• Liaising with government agencies and facilitating local authority planning approvals, National Environmental Management Agency approvals, Civil Aviation Approvals and any other governmental permits.
• Coordinating project documentation.
• Liaising and facilitating Co-location applications and approvals with other Operators.
• Preparation of Internal and Client Project update report

Acceptance and Documentation Control:
• Updating site status reports and checklists
• Managing internal documentation handover and filing/Storing
• Coordinating preparation of client handover packages
• Managing documentation handover to client

• Acquisition of sites for the construction of communication masts/ towers, Advising telecommunication service providers on the suitability of various locations for telecommunication equipment as per the policies in the Environmental Management and Coordination Act and planning standards, Carrying out Environmental Impact Assessments and Audits for communication masts and other telecommunication facilities.

• I acquired sites for the construction of communication masts/ towers- Safaricom Ltd
• Advising telecommunication service providers on the suitability of various locations for telecommunication equipment as per the policies in the Environmental Management and Coordination Act and planning standards.
• I prepared quarterly and annual reports on performance of the section.
• I Carried out Environmental Impact Assessments and Audits for communication masts and other telecommunication facilities.
• Assessing company facilities to ascertain environmental compliance.
• I ensured that Occupational Health and Safety standards are followed in all technical sections of the company.
• I assisted in preparation of various types of development proposals among them extension of users, extension of leases, change of users and sub-division schemes.
• Submission of reports and following up approvals of various development projects from various authorities, mainly local authorities, NEMA and Lands offices. Main applications being extension/ change of user applications and structural designs for Base Transmitter Stations (BTS), Rooftop masts and monopoles