Lawrence Kamau
@lawrencekamau
Operations Specialist using data analytics to optimize support workflows and reduce risk.
KenyaWhat I'm looking for
I’m a Digital Operations professional with 4 years of experience in customer support, transaction analysis, and workflow optimization within the banking sector. I focus on turning high-volume operational data into clear insights that improve reliability, reduce risk, and elevate user experience.
In my current role, I analyze digital banking datasets to shape product and support strategies, build Power BI dashboards to track transaction trends and operational KPIs, and perform data validation and reconciliation to strengthen compliance and risk management. I translate complex analytical outputs into actionable presentations for senior stakeholders and collaborate across Product, Risk, and Engineering to align systems with business goals.
Across prior payments and bank operations work, I monitored high-volume mobile transactions, performed root cause analysis on failed or delayed transactions, and helped reduce repeat cases by 25%. I’ve analyzed over 300,000 monthly transactions, improved transaction analysis accuracy to 98%+, reduced operational errors by 30%, and improved operational efficiency by 40% through refined support processes.
Experience
Work history, roles, and key accomplishments
Operations Analyst
NCBA Group
Feb 2025 - Present (1 year 5 months)
Analyzes digital banking datasets to generate insights that inform product and support strategies. Develops Power BI dashboards for transaction trends and operational KPIs, validates and reconciles transaction reports, and presents findings to senior stakeholders while collaborating with Product, Risk, and Engineering teams.
Payments Analyst
NCBA Group
Jul 2023 - Jan 2025 (1 year 6 months)
Monitors high-volume mobile banking transaction data to assess performance trends, system risks, and potential fraudulent patterns. Conducts root cause analysis on failed or delayed transactions, produces performance reports, and supports Payments, Product, and Risk teams in resolving digital payment issues.
Bank Operations Officer
NCBA Group
Jun 2021 - Jun 2023 (2 years)
Supports daily banking operations to ensure timely execution of customer transactions and adherence to service delivery standards. Builds reports and dashboards for operational performance, ensures data accuracy and compliance with internal banking controls, and coordinates with internal teams to resolve issues across digital and branch channels.
Customer Service Officer
NCBA Group
May 2019 - May 2021 (2 years)
Manages high-volume customer interactions across digital channels, ensuring accurate data capture and timely resolution of user inquiries. Handles transaction-related escalations, identifies recurring operational issues from feedback and transaction data to improve processes and reduce repeat cases, and maintains compliance with data handling and confidentiality standards.
Education
Degrees, certifications, and relevant coursework
Masinde Muliro University of Science & Technology
Bachelor of Science
2014 - 2018
Grade: Second Class- Upper Division
Earned a Bachelor of Science from Masinde Muliro University of Science & Technology from 2014 to 2018, graduating with Second Class—Upper Division.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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