faith maundu
@faithmaundu
Client service leader driving retention, digital adoption, and revenue growth.
KenyaWhat I'm looking for
I am a strategic, performance-driven client service manager with over 15 years of experience in banking, relationship management, and customer service excellence. I focus on pipeline management, regulatory compliance, CRM-led engagement, and digital adoption to deliver measurable commercial outcomes.
At I&M Bank I expanded high-value client portfolios, increased multi-product adoption, and led digital onboarding initiatives that improved retention and reduced branch traffic; notable achievements include growing a portfolio by KES 125M and generating KES 100M in asset revenue from investments.
I lead cross-functional teams to streamline workflows, cut service times, and strengthen controls while maintaining full compliance with CBK regulations. I thrive in hybrid or fully remote roles, leverage tools like Salesforce, HubSpot, and Microsoft Teams, and bring a data-driven approach to service optimization and growth.
Experience
Work history, roles, and key accomplishments
Priority Banking Executive
I&M Bank
Jun 2021 - Present (4 years 7 months)
Expanded priority banking assets from KES 350M to 475M and onboarded 120+ clients into investments generating KES 100M in asset revenue while delivering a 92% retention rate through CRM-driven engagement.
Customer Service Supervisor
I&M Bank
Jan 2015 - May 2021 (6 years 4 months)
Led service transformation that raised branch scores from 78% to 96%, reduced complaints by 65% and errors by 70% through staff training, SOPs, and workflow automation while ensuring 100% regulatory audit compliance.
Customer Service Executive
I&M Bank
Oct 2010 - Dec 2014 (4 years 2 months)
Handled 700–1,000 weekly queries with 98% satisfaction, contributing to KES 80M deposit growth and cutting issuance turnaround times to under 48 hours while maintaining zero audit breaches over four years.
Operations Officer
I&M Bank
Jul 2007 - Sep 2010 (3 years 2 months)
Managed back-office operations including cash management and reconciliations, implemented dual-control procedures reducing cash handling errors by 60% and accelerated account opening turnaround time by 50%.
Education
Degrees, certifications, and relevant coursework
MAManagement University of Africa
Bachelor of Management, Management & Leadership
Pursuing a Bachelor's in Management & Leadership focusing on management principles and leadership practices.
KMKenya Institute of Management
Higher Diploma, Business and Project Management
Completed a Higher Diploma in Business and Project Management covering business operations and project management methodologies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
Interested in hiring faith?
You can contact faith and 90k+ other talented remote workers on Himalayas.
Message faithFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
