Started a digital transformation and revolution journey towards excellent customer experience From November 2023 to date. I have overseen a major and successful system migration process. This was the biggest achievement yet in my career. The new system has changed entirely how members access services especially via alternate channels i.e mobile banking, internet banking and overall given user a wow experience that is a shift to how services were availed in the legacy system. This has reduced the intermittency of services and downtimes from almost a daily basis to none or planned downtimes.
The NPS score which was -10 in 2023 is now approaching 50% and still going strong. Member costs have greatly reduced by enabling them access services at the comfort of their homes hence increasing their productivity in their daily duties as opposed to them traveling to our branches for basic services.
I oversaw development of the inaugural ICT strategic Plan 2024-2026 to align the ICT initiatives to the organizational vision and objectives hence assisting the SACCO to engage in well planned ICT investments that talk to commensurate Return on Investment.
Mwalimu National SACCOICT Manager "Oversaw a huge shift in service delivery through implementation of a state of the art , in-house mobile banking platform dubbed "Kimisitu Money" that housed all member facing services i.e member onboarding, loan process, EFT, RTGS, Pesalink, Utility payments, account transfers etc. This led to reduction of turn around time from days to seconds, reduced costs by 25%."
Kimisitu DT SACCO LtdICT Manager I oversaw a successful system change over process for the SACCO, mobile banking and member portal services that revolutionized services delivery, customer experience and user experience across the organization. This subsequently led to increased turnover by 25 plus percent annually and reduced operational costs by 15% plus annually hence increasing member return at the end of each financial year.
Elimu SACCO LtdICT Manager I oversaw a successful implementation of a wide area network for the SACCO that was geared towards centralizing operations in decentralized environment. I successfully thereafter, consolidated the disintegrated databases spread across the branches to central database hence reducing service bottles across the society. The centralized operations in terms of systems helped the Sacco to implement better controls and better oversight across the organization. This reduced the insider fraud from 1-5 incidences monthly to zero due to centralized system controls and oversight.
Elimu SACCO LtdAssistant ICT Manager I helped the SACCO transition from manual operations to its first core banking system. This enabled the SACCO to roll out FOSA services to its members and also availing alternate channels i.e. mobile banking and internet banking to its members.
This enable the Sacco to reduce its operational expenses by 20% annually and increase revenue by over 34% annually and increasing member returns by almost 5% in that year alone.
In return, members who were used to only physical banking and interaction with the SACCO embraced the digital ways of interactions hence also reducing their travel and transactional expenses.
Orthodox Development SACCOSystems Administrator Leading the automation, digitization and digital transformation from May 2006 to Feb 2010 in a purely manual environment. This enabled the organization to increase it's monthly remittance collections by 87%.
Sotico SACCO LtdSystems Administrator