Praise Matutoh

Dynamic professional with over nine years of experience in driving organizational growth, improving operational efficiency, and fostering client satisfaction. Proven expertise in performance management, stakeholder engagement, and innovative problem-solving, leading to measurable business results. Passionate about leveraging data-driven strategies to deliver meaningful outcomes and scalable solutions.

Synon Capital•Nairobi, KEN•09/2023 - Present Head of Operations • • • • • • • Analyzed performance data to uncover areas of underperformance, leading to targeted improvements in operational workflows. 

Developed and implemented operational frameworks, policies, and procedures for efficient loan disbursement and client onboarding. 

Conducted a competitive analysis to identify areas of opportunity and develop a plan to capitalize on them. 

Researched and identified potential new markets for the company, resulting in a 20% increase in revenue from new customers. 

Developed and implemented a performance management system that improved employee engagement and motivation by 60%. 

Collaborated with stakeholders to secure funding for a community-focused product, resulting in successful project implementation. 

Developed monitoring and evaluation (M&E) tools to track program performance and align outcomes with stakeholder goals. 

Developed and implemented a comprehensive organizational strategy to improve operational efficiency and reduce costs by 50%.

Lucent Insurance Brokers Limited- Anvil Shield Group Holdings•Nairobi, KEN• 10/2022 - 08/2023 Operations Manager • • Overhauled operational systems to improve service delivery, reducing client complaints by 35% and increasing customer satisfaction by 25%.

 Introduced Lean Six Sigma principles to improve efficiency, contributing to a 30% cost reduction and enhanced program delivery. 

Engaged diverse stakeholders, including community leaders and vendors, to develop a user-centered approach to service delivery.

Designed dashboards for real-time performance monitoring, facilitating data-driven decision-making across the organization. 

Transformed complex datasets into actionable insights, enabling stakeholders to align goals with measurable impacts. 

Built strong relationships with key customers and stakeholders, resulting in repeat business and referrals. 

Reduced turnaround time for project completion through effective resource allocation and team management. 

Kingdom Bank Limited•Nairobi, KEN•07/2015 - 03/2022 Relationship Manager • • • • • • 

Spearheaded the development of new financial products to address community needs, growing the customer base by 30%. 

Designed data visualization tools to present client trends and program outcomes to stakeholders, enhancing decision-making processes. 

Fostered relationships with key partners to identify and address service delivery barriers, increasing contract renewals by 20%.

 Streamlined client onboarding systems, reducing processing times by 35% while maintaining service quality. 

Organized capacity-building workshops for stakeholders, equipping them with tools to improve user outcomes. 

Established and maintained a network of contacts to increase brand awareness and identify new business opportunities. Relationship Officer • • • • • •

 Implemented a CRM platform to improve customer engagement and service efficiency by 40%. 

Negotiated key partnerships with community organizations, enhancing outreach to underserved populations. 

Presented program performance reports to senior leadership, contributing to strategic decision-making and improved program outcomes. 

Negotiated favorable terms with vendors resulting in a reduction in expenses. 

Designed and executed retention strategies, cutting customer churn by 50%. 

Conducted qualitative analyses of customer feedback, driving the development of three new user-focused financial solutions.

Bachelors of Business Administration in Marketing Kenya Methodist University •Nairobi•09/2009 - 07/2016

 Primary & High School  in General Certificate In Secondary Education Nairobi Jaffery's Academy