1. ROSE WANJIKU KARANJA
P.O. Box 19110-00100, Nairobi
Tel: 0723 513 495 or 0722 916 065
Email: rosekaranja08@gmail.com
A Professional with extensive expertise in Administration and Operation Management, Customer
Service, and Project Management practises. I would like to acquire a challenging and rewarding
position with a successful and credible organization that motivates significant growth while
bolstering market expansion and productivity exercises.
Personal Details
o Date of Birth: 20th
September 1984
o Marital Status: Married
Education and Professional Qualification:
o Master in Business Administration,
University of Nairobi
2012-2015
o Bachelor of Commerce, Finance,
University of Nairobi, Second Class Honours
2004-2007
o Certified Public Accountant-Kenya,
December 2011
o Kenya Certificate of Secondary Education,
Kabare Girls High School,
2000-2003
Key Professional Skills and Competencies:
o Management – able to manage various issues that make for a successful
professional that is: time, finance, change, people and working smart.
o Self – motivated- constantly going the extra-mile to ensure that things get done.
o Keen Learner – always ready and willing to learn and able to accommodate changes
o Analytic & Problem-solving – able to assess various situations and come up with a
solution promptly.
o A high degree of creativity and resourcefulness in solving issues with ability to meet
tight and demanding deadlines even under pressure.
o A positive approach to an energetic and productive environment with excellent
attributes in leadership, communication or interpersonal relationships
o Excellent Communications and Presentation skills- consistently able to voice my
thoughts and present in a manner that is understandable to all.
PROFESSIONAL EXPERIENCE
Manager - Client on boarding and Maintenance;
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2. Standard Chartered Bank, December 2014-Date;
Duties and Responsibilities:
o Develop and enforce sound policies and structures for the growth of the unit
o Monitor daily operations of the unit to ensure a free flow process, and also
supervise the execution of daily tasks
o Formulation of the unit Budget plan and implementation of the same
o Creating a strong workforce by developing competent individuals.
o Increase staff awareness on the risks involved in all the processes.
o Timely communication of my team performance against agreed performance
o Oversee the processing of centralized functions and other banking activities to
ensure due process, accuracy and accountability are followed
o Responsible of creating and implementation of long term business plan to ensure
continuity of business operations in the long run
o Collaborate with heads of other units to develop best practices for successful
banking operations
o Generate Reports on business operations for presentation to senior management.
o Responsible of creating a positive culture where work can get done.
o Act as an agent of change in all new processes in the Unit.
o Ensuring compliance with Credit Policy, procedures and Standards
o Responsible for the development of a Risk framework and implement the same.
Achievements:
o Got CEO Recognition because of exceeding stakeholders’ expectations.
o Developed new quality standards for better quality performance and reliability.
o Developed and implemented client service program, which expanded small-to-
medium client base.
o Rolled out cost cutting initiative to eliminate printing which was adopted fully
o Established good working relationships with all stakeholders
Customer Service Manager;
Standard Chartered Bank, November 2012- December 2014;
Duties and Responsibilities:
o Customer service related concerns and adherence to service quality standards
o Manage high net worth customers, building relationship with clients
o Managing and delivering differentiated customer
o Lead the banks personal Banking business.
o Products development and assisting in product training of the staff
o Training and development of branch staff
o Welcoming and handling customer queries on the floor
o Implementing and tracking standards of performances for the branch's scorecard
o Ensuring documentation process and turnaround time as per the Service Level
Agreement are met
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3. o Responsible for productivity and delivery of all digital channels usage by clients
Achievements:
o Achieved a High Net Promoters scores of 90% for all bank customers
o Develop relationships by recognizing, valuing and rewarding relationships
o Provided friendly, fast and accurate services.
o Developed and implemented indirect lending program
Customer Service and Support officer;
Standard Chartered Bank, December 2009- November 2012;
Duties and Responsibilities:
o Stationery ordering and management, Mail and distribution and validation of Stop
payments
o Movement of Account Opening forms in the branch and Validation and
reconciliation of Account Opening documents
o Processing and validation of Outward Telegraphic Transfer and assisting in Nostro
and Computer Suspense Reconciliation
o Prompt responses to Queries
o Preparation of customer Audit letters
o Validation and dispatching of Pay As You Earn/Value Added Tax payments
Achievements:
o Managed difficult situations and earning the loyalty of dissatisfied customers by
ensuring seamless catering is done to all client needs
o Reduce Account Opening turnaround time from one week to same day service
o Improve support service level by 20%
Project Assistant/ DTD-DR Projects Officer;
Domestic Tax Department, Kenya Revenue Authority, October 2007-April 2009;
Duties and Responsibilities:
o Program review, meeting coordination, presentation preparation, materials
creation, meeting execution, note taking, and action item follow-up
o Analysis and monitoring of all project costs
o Maintaining proper and up to date accounting records for projects
o Ensure proper accounting and costing of ITMS project and land rent
o Prepare demands notices and carry out administrative activities
o Monitoring project expenditure to ensure proper utilization of project funds.
o Assist in Preparation of periodic project reports to be presented to top management.
o Cash flow forecasts
Achievements
o Improved the accuracy of budget forecasts.
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4. o Part of the team that was In-charge of team leadership and the optimization and
rolling out of land rent data and revenue base that would increase the tax base
Trainings, Seminars and Workshops Attended:
o Attended a training on the Service Charter and Treating Customers Fairly, Anti-
Money Laundering, Cross Border Training, Risk Management, Customer Protection
Act (CPA) and Fraud Risk Awareness, Management of Operational risks,
Reputation Risk, client service management
Interests:
o Reading Newspapers or Magazines, Recreational walking and Community Service
REFEREES
Please feel free to contact the under mentioned in regard to my competence, work ethic
and performance.
Peninah Kariuki
Manager Credit Risk Control
Standard Chartered Bank
P.O.BOX 30003-00100 NAIROBI.
Email: PeninahWanjiru.Kariuki@sc.com
Tel: 0737 402 485
Michael Mungai
Proximity Operations Manager
Standard Chartered Bank
P.O.BOX 30003-00100 NAIROBI.
Email: Michael-Njambi.Mungai@sc.com
Tel: 0733 530 578
Elizabeth Meyo
Chief Manager - Kenya Revenue Authority
P.O.BOX 48240 – 00100 NAIROBI
Email: Elizabeth.meyo@kra.go.ke
Tel: 0726 245324
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