Open to opportunities

brenda ashika

@brendaashika

Message

I build AI-enabled operations and customer experience systems that scale global teams.

Kenya

Message

What I'm looking for

I’m looking to combine business operations, CX strategy, and AI-enabled process design in a humanitarian innovation, social enterprise, or customer-centric technology environment where I can help teams scale with clarity, empathy, and measurable impact.

At Athena, I lead cross-functional programs that streamline operations, optimize customer experience systems, and strengthen Executive Assistant–client partnerships across a global portfolio. I standardized onboarding and automated reporting to reduce ramp-up time by 40% while improving cross-team transparency.

Previously at Old Mutual, I led insurance operations and system transformation across Kenya, Uganda, Tanzania, and Rwanda. I replaced manual policy-renewal workflows with Smartsheet dashboards and SOP-driven processes, cutting turnaround time by 35%, and led Microsoft Dynamics 365 deployment across four countries.

My foundation spans underwriting, claims, reinsurance, policy servicing, compliance, and customer retention. I build practical workflows, KPI dashboards, documentation, and feedback loops that help distributed teams make informed decisions and deliver reliable client outcomes.

I’m motivated by mission-driven and innovation-led work where business operations, CX strategy, and AI-enabled process design can create impact at scale.

Experience

Work history, roles, and key accomplishments

Current

Program & Operations Manager

Current

Athena

Jul 2024 - Present (2 years 1 month)

Lead cross-functional initiatives to streamline internal operations, optimize CX systems, and strengthen Executive Assistant–client partnerships across a global portfolio. Focus on scalable systems, AI-enabled workflows, and sustainable performance improvement.

Smartsheet Remote Team Leadership SOP Development Jira Business Process Improvement CX Strategy Cross Functional Partnership Change Management Notion HubSpot Business Operations Agile Project Management Microsoft Project Program Management Looker Confluence Process Automation

Current

Program & Operations Manager | Client Success | Systems Design | AI-Driven Ops |

Current

Athena

Jul 2024 - Present (2 years 1 month)

As Program Manager at Athena, I lead cross-functional initiatives to streamline internal operations, optimize CX systems, and strengthen Executive Assistant–client partnerships across a global portfolio. My role combines strategic planning with tactical delivery, with a focus on scalable systems, AI-enabled workflows, and sustainable performance improvement.

Key Achievements:
Standardised onboard

Smartsheet Remote Team Leadership AI Assisted Workflows SOP Development Jira Business Process Improvement CX Strategy Cross Functional Partnership Change Management Notion HubSpot Business Operations Agile Project Management Microsoft Project Program Management Looker Confluence Process Automation

Senior Program Operations Manager – Insurance Ops & System Transformation

Old Mutual

Jun 2023 - Oct 2024 (1 year 4 months)

At Old Mutual, I led regional transformation programmes across Kenya, Uganda, Tanzania, and Rwanda—focusing on streamlining policy renewals, digitising insurance operations, and rolling out AI-supported systems to improve compliance, turnaround time, and customer retention.

Key Projects & Achievements:

Policy Renewal Optimisation: Replaced manual workflows with Smartsheet dashboards and SOP-driv

Smartsheet SOP Development Bancassurance Jira Business Process Improvement Microsoft Project Project Management Operations Management CX Strategy Change Management Strategic Planning Stakeholder Engagement Microsoft Dynamics CRM Business Operations Financial Systems Implementation Program Management KPI Reporting Analytical Skills Process Automation

Operations Management Lead – Underwriting, Claims & Reinsurance Operations

Old Mutual

May 2016 - May 2023 (7 years)

Led end-to-end initiatives across underwriting, claims, and reinsurance—streamlining high-volume operations while aligning internal stakeholders around risk, compliance, and client outcomes.

Key Contributions:

Workflow Redesign: Reengineered claims and underwriting processes—cutting manual work by 40% and improving audit readiness.

Reinsurance Coordination: Led treaty reviews and renewal negoti

Smartsheet Jira Reinsurance Claims Management CX Strategy Underwriting Operations Microsoft Dynamics CRM Business Operations Google Workspace Business Process Management Program Management Confluence Process Automation

Underwriting & Claims Operations Associate

Old Mutual

Jan 2013 - May 2016 (3 years 4 months)

Role Description:
In this early-stage role, I managed end-to-end policy servicing and claims operations within the general insurance division. My work focused on accurate underwriting support, service quality, and client retention through strong operational execution and relationship-building.

Key Responsibilities & Achievements:
Handled policy issuance, renewals, endorsements, and claims settlem