Manager IT Retail

• Leading cross-functional digital transformation initiatives to improve system performance across retail financial services. • Driving agile adoption by collaborating with product owners, engineers, and business teams to enable rapid delivery and innovation. • Strengthened project governance by introducing KPI-based reporting and risk mitigation frameworks aligned to PMO standards • Collaborate across multiple teams such as technical teams, product owners and business teams to ensure effective decision-making • Oversaw end-to-end delivery of enterprise payment integrations with HR and core banking systems. • Introduced sustainable practices and customer-centric training to improve staff capability and service delivery across channels. • Pioneered the use of sustainable practices within operations, contributing to corporate social responsibility goals • Worked alongside project manager to formulate comprehensive business specification documents • Conducted rigorous risk assessments for projects, implementing robust mitigation strategies to protect assets • Delivered bespoke training programmes to staff, significantly improving team competency and performance metrics • Spearheaded development of innovative strategies to streamline project delivery, enhancing operational efficiency • Implemented cutting-edge technology solutions to modernise processes, resulting in a 20% increase in productivity • Deliver executive-level reporting, documentation, and risk mitigation strategies across projects. • Implement system upgrades and facilitate change/problem management across financial systems.

Digital Channels Specialist

• Supported Agency, Mobi Loan (Vooma Loan), Internet Banking, B2B, C2B, B2C, Mobile banking, Middleware services, card services, fintech technologies. • Integrated organizations payroll and payments systems with various organization HR systems for seamless processing with banks • Executed agile project management processes seamlessly to deliver robust solutions • Implemented SSL and other encryption certificates for enhanced Digital Channels security • Implemented changes for business benefits in Channels solutions • Deliver first-level IT training and support to users • Mastery of ETL process for efficient report generation • Analyzed user requirements to develop solutions and manage system configurations • Ensured SLA compliance with system vendors

Digital Channels Analyst

• I supported Mobile Banking, Internet Banking, Mobile Money Payment systems (B2B, C2B, B2C), Bill Payment Systems, fintech technologies • Integrated organizations payroll and payments systems with various organization HR systems for seamless processing with banks • Collaborated with process and product owners across the bank • Conducted research and analysis to optimize systems • Coordinated with project teams to ensure smooth integration of new systems and minimise user disruption • Monitored system performance indicators, taking proactive measures to maintain optimal functionality • Managed ticketing system efficiently, prioritising and escalating issues as necessary for prompt resolution • Conducted regular system audits to identify and rectify potential issues before they impacted users

Service Desk Officer

• Acted as intermediary for business and IT collaboration • Updated knowledge base with latest troubleshooting techniques and solutions, keeping information current and relevant • Conducted regular system maintenance checks, reducing downtime and maintaining operational efficiency • Organised and participated in meetings with IT leadership, offering insights and updates on service desk performance and initiatives • Led a team of junior service desk officers, providing mentorship and guidance to develop their technical and customer service skills • Collaborated with IT teams to address complex service requests, improving system functionality • Streamlined communication channels between the service desk and other departments, enhancing inter-departmental collaboration • Implemented feedback mechanisms for users, gathering insights to drive continuous improvement of IT services • Delivered first-line support and resolved technical issues for staff via phone, email, and in-person • Developed user guides and FAQs for common issues, enhancing self-service capabilities for staff • Updated workflows, procedures, Role matrix and documents on sharepoint • Generated reports on system SLA, incidents, uptime

IT HelpDesk Assistant

• Updated knowledge base with latest troubleshooting techniques and solutions, keeping information current and relevant • Conducted regular system maintenance checks, reducing downtime and maintaining operational efficiency • Organised and participated in meetings with IT leadership, offering insights and updates on service desk performance and initiatives • Led a team of junior service desk officers, providing mentorship and guidance to develop their technical and customer service skills • Collaborated with IT teams to address complex service requests, improving system functionality • Streamlined communication channels between the service desk and other departments, enhancing inter-departmental collaboration • Implemented feedback mechanisms for users, gathering insights to drive continuous improvement of IT services • Delivered first-line support and resolved technical issues for staff via phone, email, and in-person

MBA

Merit