Hannah Wanyutu
@hannahwanyutu
Customer-focused operations leader driving payments and support excellence.
KenyaWhat I'm looking for
I am a results-driven operations and support leader with over 15 years of experience in SaaS and fintech environments, focused on payments, trade finance, treasury, and customer service. I have a strong track record of improving service quality, streamlining processes, and driving operational excellence.
In leadership roles I have built and managed international teams, implemented KPI frameworks, and led projects that increased customer satisfaction and service-level compliance. I have managed complex payment systems including SWIFT and RTGS with full compliance and developed training programs that improved team performance and product knowledge.
I combine regulatory knowledge of CBK prudential guidelines, AML/CFT and banking operations with hands-on experience in resource planning, performance reporting, and stakeholder partnerships to support growth and deliver efficient, compliant operations.
Experience
Work history, roles, and key accomplishments
Global Support Manager
Aaro Systems
Feb 2021 - Present (4 years 10 months)
Lead international teams of 25+ support professionals across three regions, improving customer satisfaction and driving 20% growth in service contract renewals while achieving 98% SLA compliance.
Operational Support Manager
Aaro Systems
Nov 2020 - Feb 2021 (3 months)
Supervised daily operations for 12+ employees, improving productivity 22% and maintaining 96% resource utilization while resolving 90% of 500+ monthly cases within SLA targets.
Project Manager
Aaro Systems
May 2019 - Nov 2020 (1 year 6 months)
Led implementation and upgrade projects from strategy to closure with a 97% on-time delivery rate and increased global customer satisfaction from 72% to 91%.
Application Consultant
Aaro Systems
Feb 2019 - May 2019 (3 months)
Conducted functional testing on 50+ upgraded databases with 99% accuracy, trained clients to achieve 95% user adoption, and improved client reporting efficiency by 30%.
Senior Trade Finance Officer
Family Bank Ltd
Nov 2016 - Feb 2018 (1 year 3 months)
Managed trade finance back-office operations, processing 200+ SWIFT and RTGS payments weekly with 100% compliance and maintaining zero discrepancies in nostro and CBK reconciliations.
Clearing Department Officer
Family Bank Ltd
Oct 2011 - Nov 2016 (5 years 1 month)
Verified inward cheques with 99.5% accuracy and resolved 95% of reconciliation discrepancies within two hours while ensuring regulatory compliance across clearing operations.
Operations Officer
Family Bank Ltd
Oct 2009 - Oct 2011 (2 years)
Managed customer service and teller operations, handled cash and cheque transactions, onboarded new accounts, and conducted branch-level ATM reconciliations and cash replenishment.
Claims Officer
First Assurance Co. Ltd
Feb 2009 - Oct 2009 (8 months)
Registered and analyzed insurance claims, managed settlements and payments, and ensured compliance with regulatory requirements during claims processing.
Sales Representative
CFC Life
Aug 2008 - Oct 2008 (2 months)
Marketed and sold insurance products to prospective clients and built customer relationships to support business growth.
Education
Degrees, certifications, and relevant coursework
JTJomo Kenyatta University of Agriculture and Technology
Bachelor's Degree, Actuarial Science
2004 - 2007
Grade: Second Class Lower Division
Completed a Bachelor's degree in Actuarial Science with a Second Class Lower Division between 2004 and 2007.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Hannah?
You can contact Hannah and 90k+ other talented remote workers on Himalayas.
Message HannahFind 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!
