Open to opportunities

Faith Wanjiku

@faithwanjiku3

Message

I lead enterprise operations and transformation across financial services, digital health, fintech, and logistics.

Kenya

Message

What I'm looking for

I'm looking to lead enterprise operations, customer strategy, and transformation in a customer-centric organization where I can strengthen governance, scale operating models, improve financial performance, and deliver sustainable growth.

I've led enterprise operations at CarePay (M-TIBA), supporting more than 4.3 million beneficiaries and 3,100+ healthcare providers across customer operations, claims, provider operations, and digital payments.

I build scalable operating models that improve service delivery, financial controls, governance, and customer outcomes. At CarePay, I helped transition an outsourced contact centre in-house, established Voice of Customer capabilities using 80 million+ interactions, and advanced automation and AI-enabled process improvements.

Earlier, at Envirofit International, I built the Customer Care function and reduced customer default rates from 60% to 8%. My leadership experience also includes regional service operations and Lean Six Sigma improvement programmes at DHL Express across African markets.

Experience

Work history, roles, and key accomplishments

Head of Customer Operations

CarePay (M-TIBA)

Dec 2023 - May 2026 (2 years 5 months)

Led enterprise operations across customer operations, provider operations, claims management, digital payment operations, and service delivery for a healthcare financing ecosystem serving over 4.3 million beneficiaries and 3,100+ healthcare providers.

Customer Operations Provider Operations Claims Management Payment Operations Service Delivery Operational Excellence Financial Governance Regulatory Compliance Lean methodologies Automation AI Strategic Advisory

Senior Customer Experience Manager

CarePay

Aug 2022 - Dec 2023 (1 year 4 months)

Led enterprise customer strategy, service transformation, and customer operations across a rapidly growing digital health ecosystem while building scalable customer capabilities to support business expansion.

Customer Strategy Service Transformation Customer Operations Contact Centre Management Customer Lifecycle Management Cross functional Leadership

Customer Experience Manager

CarePay

May 2020 - Aug 2022 (2 years 3 months)

Built and matured enterprise customer experience capabilities by establishing governance, customer intelligence, performance management, and scalable service delivery frameworks.

Voice Of Customer Customer Intelligence Performance Management Governance Process Optimization Automation NPS Customer Retention

Head of Customer Care

Envirofit International (Kenya)

Jan 2017 - May 2020 (3 years 4 months)

Established and led the organization's customer operations function while supporting commercial growth, credit risk management, customer retention, and operational excellence across Kenya.

Customer Operations Credit Risk Management Collections CRM Implementation Customer Retention Operational Excellence Team Building

Multiple Leadership Roles

DHL Express

Jan 2008 - Dec 2016 (8 years 11 months)

Led regional service operations, operational excellence initiatives, workforce performance, quality assurance, and customer service transformation across multiple African markets.

Service Operations Operational Excellence Lean Six Sigma Quality Assurance Workforce Planning Performance Management Training