Catherine Kiaraho

In this role, I served as a central governance force ensuring operational integrity and service quality across regional contact centre hubs. Navigating multi-market financial landscapes, I established continuous quality control mechanisms to maintain 100% adherence to risk frameworks while driving customer retention. My leadership focused on bridging sales targets with regulatory compliance by ins

As Senior Universal Banker at Kenyatta Branch, I functioned as a strategic anchor for daily branch operations and compliance leadership. I led a dedicated team of eight universal bankers, fostering an environment anchored on precision, accountability, and operational excellence. My role evolved beyond basic operational supervision into driving process enhancements that directly accelerated transac

Serving as Card Production Officer, I directed the end-to-end operational lifecycle of payment card personalization and logistics distribution across regional branch networks. I took ownership of optimizing card processing workflows, introducing batch processing controls that reduced turnaround times by 25% while raising data verification accuracy by 30%. Working closely with logistics partner net

At the high-volume Yaya Centre Branch, I managed core transaction processing and financial controls, ensuring operational accuracy and risk mitigation. Operating in a fast-paced environment, I processed over $500,000 in monthly transactions including deposits, transfers, and credit payments while maintaining precise ledger entries across 1,000+ monthly interactions. I implemented root-cause error

In the Support and Operations function, I focused on accelerating back-office administrative workflows and enhancing client onboarding experiences. I oversaw the processing of account openings and fulfillment requests for cheque books and debit cards, establishing structured follow-up routines that drove customer retention up by 20%. To improve operational visibility for senior management, I devel

As Senior Teller at Greenspan Branch, I maintained rigorous oversight of counter cash operations, accounting control systems, and transactional documentation. I directed daily vault reconciliation, cheque clearance routines, and accounts payable/receivable reporting, achieving zero reconciliation discrepancies across high-volume daily balance sheets. My role was vital in establishing dual-control

Serving as Customer Support and Sales Officer at Moi Avenue Branch, I combined operational supervision with front-line sales coaching to elevate branch productivity. I recruited, onboarded, and mentored sales assistants, instituting structured performance tracking routines that increased individual conversion rates and boosted overall team productivity by 15%. By establishing clear communication p

In my initial role as Customer Service Officer, I managed front-line client interactions, complaint resolution workflows, and account servicing at the branch level. I served as the primary interface for retail customers, resolving 95% of complaints upon first contact by applying standardized bank service protocols and empathetic problem solving. By introducing systematic escalation tracking and pe