1. ELIZABETH WANJIKU KIMANI
P.O. Box 131-00200, Maragua
Tel: 0721 642 625
Email: lizkimaniw@gmail.com or elizabeth.kimani@abcthebank.com
A focussed, industrious and experienced Banking Professional with strong competency in project
planning, financial management, performance measurement, risk and operations management and
customer care service. After 14 years in the industry, my goal is to advance and reinforce my
talents in the disciplines of Operations and Risk Management which stems from my work in senior
most leadership portfolios. It is my sincere ambition to earn this position with a reputable and
aggressive firm that fully engages all my qualities and provides me with a solid platform for
growth and development.
Personal Details
o Marital Status: Single
Education and Professional Qualification:
o Masters in Commerce, Management Science, Strathmore University, 2012-Date
o Bachelor of Commerce, Finance Major, Catholic University of Eastern Africa, 2005-2007
o Certified Public Accountant of Kenya, Vision Institute of Professionals, 1995-1998
o Kenya Certificate of Secondary Education, Ruchu Girls, Thika, 1989-1992
Key Professional Skills and Competencies:
o Thorough understanding of banking and management principles
o Good commercial awareness with extreme caution in Operations Practices
o Good judgment and relationship building skills with excellent attributes in leadership
o Effective interpersonal, organizational and planning skills
o Ability to work well individually or as part of a cross-functional team
o Good skills in risk management with the ability to pay attention to detail
o Good negotiation, communication and time management skills
o Dedicated, decisive and resourceful with the ability to work under minimum supervision
o Sensitivity to cross cultural and social dynamics with high personal and professional
integrity
o Can adhere to strict deadlines and ensure quality management
o Proficient in computer applications namely: Ms Office Suite, Internet, Windows 95,
Database Microsoft Access, Smart Banking, Alphacom/ Powerterm system, SQL, Oracle,
Flexcube Core Banking System and Finacle Core Banking System.
PROFESSIONAL EXPERIENCE
Head of Operations;
ABC Bank, November 2013-todate;
Duties and Responsibilities:
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2. The position is responsible for managing the Operations Unit i.e. Branches, Central Clearing,
Central Back Office, Cash management center and Trade Services Departments; to ensure
compliance to the laid down policies and procedures while delivering excellent customer service
through innovation and operational excellence.
1. General Operations and administration
• Ensure compliance to the laid down policies and procedures.
• Provide guidance on the functionalities of systems and procedures.
• Continuously review and provide analysis on operational and systemic risks with a
view of mitigating the same.
• Monitor compliance to the laid down SLAs within the operations unit as well as with
other departments.
• Monitor all suspense and sundry accounts to ensure that they are fully reconciled
without any long outstanding items.
• Manage and make follow up on operational audit short-comings and closure.
• Manage and guide staff on KYC/AML guidelines.
• Manage periodic management returns and reports to support decision making.
• Ensure branches operate within their cash holding limits and continuously review these
Insurance limits in line with business demands.
• Monitor and streamline operational processes to ensure the bank benefits on efficiency
gains.
• Ensure that proper policies and procedures governing health and safety for staff as well
as physical assets are implemented and observed.
• Ensure proper maintenance of Fixed assets record keeping in the branch/dept.
• Ensure staffing levels are satisfied and Job rotations are organized according to the
objective and capacity of the business.
• Manage the quality of security stationery including receipt and delivery processes.
2. Service standards
• Ensure excellent customer service by continuously reviewing and maintaining efficient
and customer focused processes.
• Develop and monitor service standards in all branches.
• Establish a customer satisfaction index in branch operations.
3. Productivity
• Measure productivity in branches and other operations departments to achieve a 10%
improvement annually.
4. Human Resource Development
• Review staff performance and implement a systematic career development process.
• Analyse staff training needs, plan training sessions and deliver training when necessary
in liaison with HR department.
• Establish an Employee Satisfaction Index in operations.
• Review disciplinary matters including sitting at disciplinary committees.
• Institute employee of the month/year program.
Key Achievements
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3. • Successful Business Process Reengineering
• Successful implementation of organisational structure in the branches, central clearing and
Central Back Office departments
• Introduction of clear segregation of duties
• Automation of commissions and charges
• Streamlimed and automated various processes eg Mobile banking , Paybills, KRA Itax,
Interbranch Transactions , Dormant accounts management and activation, outward
clearing, cash management, Salary processing etc
• Introduced various policies eg Teller shortages and Overages, management of Fixed
deposit Account
• Centralization of EFT
• Introduction of key controls eg Reconciliations policy and programme, Account
search,IPRS, Teller limits
• Introduction and implementation of Document management system eg in account
opening, standing orders, Salary Processing, EFTs and Direct Debit Processing , Dormant
account activation etc
• Roll out of various partnerships with Sacco for Outward and inward clearing. Facilitated
trainings , came up with the process flow, cheque design and implementation eg Post bank,
Imarika Sacco, Fortune Sacco, Unitas Sacco
• Facilitated various staff trainings e.g. teller trainings, Customer Service trainings,
Leadership trainings, Security trainings
Head of Operations;
Family Bank, September 2011-October 2013;
Duties and Responsibilities:
o Formulating a Strategic plan for the Operations Department and ensuring its
implementation
o Providing leadership, vision and pace to the banking operations team :-
o Branch Operations Managers,
o Central Operations Unit (Shared Services),
o Clearing- outward and inward cheques and EFTs
o Alternative Business Channel Support Unit- ATMs, POS, Mobile Banking, Mpesa,
and Super Agency float management, Western Union, Agency Banking, Internet
Banking
o Cash Management,
o Bank Security Department
o Funds transfer Unit
o Preparing structures for the Operational unit and effectively managing all projects
o Designing and coordinating the development of innovative Banking products within the
Business
o Following through with all projects and ensuring compliance to plans and budget
o Providing accurate and timely reports to the management and providing advice on Bank
operations matters
o Streamlining effective communication between Management and subordinates
o Liaising with internal and external providers to ensure high service delivery standards through
objectivity and timely appraisal management
o Following up on business relationships with the aim of mobilizing deposits and maintaining existing
businesses
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4. o Ensuring compliance to the Central Bank’s regulations, internal policies and procedures
o Participating in the recruitment and selection of the Bank’s Operations Staff
o Overall management of cash movements within the Bank’s Treasury and Branches
o Managing operational or business risks to maximize on profitability by minimizing costs
o Improving and ensuring efficiency and effectiveness is achieved with the banks Operations
Key Achievements
• Successful Business Process Reengineering
• Set up a central operations unit and centralized key shared services in the bank ( Salaries,
Standing order Maintenance, loan Disbursements, cheque Validation, Static Data
Maintenance, Dormant account activation)
• Integration of clearing system, Swift System (KENNEX) to the core banking system to
enhance efficiency and effectiveness in the banks operation.
• Automation of Direct Debits Validation
• Facilitated successful trainings on bank processes and procedures and cheque features
• Implementation of cheque Truncation project
• Implementation of T+1 project
• Preparation and implementation of a Reconciliation Policy
• Preparation and Implementation of Policy on management of shortages and overages.
• Process mapping for new products e.g. KPLC bill payment, Revenue Collection, KTDA
mass payments, Internet Banking, Diaspora Banking
Acting Head of Risk and Compliance;
Family Bank, March 2011-September 2011;
Duties and Responsibilities:
o Developed key risk indicators and key performance indicators across the Bank
o Ensured that any changes to policies and process automations were strictly handled within
the acceptable change management framework
o Reviewed the bank’s risk management policies and ensured completeness and consistency
to current and prospective organizational responsibilities
o Ensured accurate and timely completion of the risk metrics within the bank’s operational
risk framework
o Evaluated any changes, updates, process improvement and automation of activities and
establishing standards of management on operational risks through development of reports
to senior managers
o Developed the Control and Risk Self Assessment framework and carried out research on
trends, emerging risks, status and effectiveness of controls
o Developed process maps for various processes and identified operational risks
o Developed policy and procedure manuals for new products and carried out impact analysis
to control or mitigate the impact of various risks
o Reviewed compliance with the various parameters set in the Risk Policy on a continuous
basis
o Developed and updated the code of conduct to ensure continued relevance and guidance to
management and employees
Assistant Project Manager-Core Banking Project;
Family Bank, October 2009-February 2011;
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5. Duties and Responsibilities:
o Prepared the Request for the Proposal in line with user requirements
o Evaluated various core banking software in line with requests for proposals, vendor site
visits, vendor presentations or recommendations
o Supervised the data clean-up process and conducted the system walkthrough to
understand the key functionalities of the new system
o Identified gaps and parameters of the new system in line with user requirements
o Prepared test plans and facilitated user testing
o Trained bank staff on the system functionalities
o Developed the data migration strategy and ensured the accuracy of data migration from the
legacy system to the new system
o Assessed performance of the new system in line with the user requirements
o Supervised the core banking team in order to ensure completion of the system as per the
project road map
o Post implementation support.
Key Achievements
o Actively participated in the Core Banking Software selection and implementation
• Oversaw core banking parameterization and set up loans, Money Market and Fund
Transfers ,Standing Instructions, Fixed Deposit, CASA products, GL , FX , LC etc
o Spearheaded centralization of the core banking system
o Automated all the inter-branch transactions
o Automated and Standardized bank charges in the entire network
o Coordinated Data clean up exercises
o Facilitated Successful Training
o Championed the User acceptance testing
o Championed Successful Migration of data to the new core banking system
o Post implementation support.
Manager Processes and Procedures
Family Bank July 2009 to October 2009-
Duties and Responsibilities:
• Working with IT department in the automation of new products.
• Process mapping for the various bank operations.
• Developing processes and procedures for various bank processes and products.
• Carrying out cost benefit analysis for the new products and services.
• Risk Analysis and ensuring control measures are in place.
• Overseeing reconciliation for all the bank accounts.
• Daily monitoring of the Clearing Functions.
• Monitoring business transactions across the branches.
• Enforcement of the bank policies, procedures and work instructions.
• Implementation of ATM Switch.
• Implementation of Core banking Software.
• Training bank wide staff on processes and procedures.
• Other assignments as delegated by the management.
Head of Reconciliation and Task Force:
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6. April 2004 - June 2009 Family Bank-
Duties and Responsibilities:
• Overseeing the reconciliation of all the bank accounts by making the necessary adjustments
and recommendations on the way forward.
• Daily monitoring clearing transactions and ensuring they are correctly posted on time.
• Assisting internal Auditors in carrying out internal audit and snap checks.
• Supporting the branches to enhance efficiency and effectiveness in their operations.
• Supervising the Reconciliation team.
• Coordinating with IT department on mapping of various accounts in the system.
• Testing new software modifications before roll out.
• Overseeing system changes in the core banking system. Introduction of new codes and
ensuring all the codes used in the system are correctly linked.
Key achievements
o Facilitated the reconciliation of various bank accounts and cleared long outstanding items
and unexplained differences
o Coordinated the mapping of the bank’s chart of accounts
o Facilitated the introduction of new products such as Mobile Banking
o Mapped out various processes and procedures for the bank
o Championed the process of acquisition and implementation of the ATM switch
o Set up and mapped out the process flow of the various types of transactions done through
ATM and Mobile Banking platforms in the core banking system
o Coordinated Data clean up exercises
o Introduced Reconciliation modules and Batch Posting Programs
o Prepared the process flow and procedure manuals and implemented the same in various
areas such as FDR module, New Chart of Accounts, ATM Transactions, Clearing Modules,
POS, Inter-branch transactions, SMS Banking, Paybill and MPesa
o Introduced and mapped out loan classifications as per the CBK prudential guidelines
o Strengthened the internal control system by introducing new policies, reconciliations and
control measures in the system
o Facilitated trainings on bank processes and procedures
o Participated in various ICT automations and roll out of various products e.g. Pay bill, e-
statement, SMS banking, POS and M-PESA
o Facilitated the implementation of a wide area network across the Bank network
Significant Work Experience:
o Acting Branch Manager, Muranga Branch, July-October 2003
o Customer Service, cashier, credit analyst, system administrator and supervisor Family
Finance Building Society, Murang’a Branch, September 2001-April 2004
o Intern, Rochman East Africa and Tradewise, March-August 2001
Trainings, Seminars and Workshops Attended
o Seminar on Change Management held at Hilton Hotel, Vista Capital Ltd courtesy of Family
Finance Building Society, 20th October 2001
o Training Course on Customer Care held at Stanley Hotel and facilitated by the Institutional
Counseling Cervices courtesy of Family Finance Building Society on 9th-10th Feb 2002
o Performance Management Workshop held at Lenana Conference and facilitated by Kenya
Institute of Bankers courtesy of Family Finance Building Society on 18th-19th December
2004
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7. o Leadership Training held at AACC by Capacity Building Institute courtesy of Family Bank
in 2009
o Performance Management Training held at AACC by Capacity Building Institute courtesy
of Family Bank
Leadership Responsibilities:
o Chairlady of Family Sacco, 2007 to 2014
o Chairlady Family Housing- 2011 to 2014
Interests:
o Current Affairs Knowledge, Netball, Swimming and Corporate Social Responsibilities
REFEREES
Please feel free to contact the under mentioned in regard to my competence, work ethic
and performance.
Mr. Stephen Chuhi Mararo
Head of Information and
Technology
Family Bank Ltd
Tel: 0722 740 632
Email:
smararo@familybank.co.ke
Mr. Samuel Muchiri
Head of Finance
ABC Bank Ltd
Tel: 0731 777 210
Email:
samuel.muchiri@abcthebank.co
m
Mr. John Maina Wachiuri
Senior Internal Auditor
East African Development
Bank, 4 Nile Avenue, Uganda
Tel: 0721 404 014
Email: jmwachiuri@gmail.com
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