Jacqueline Waititu

I lead enterprise SaaS-enabled operations and large scale transformation initiatives. I oversee post acquisition integration, operational restructuring, and AI powered automation while ensuring business continuity, compliance, and sustained performance across global functions. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬 1. Led full acquisition integration as part of the due diligence team, managing a 1 year earn out period and delivering a seamless merger of two entities with zero operational disruption. 2. Spearheaded a SaaS and AI automation transformation in 2024, reducing manual workflows by 60% and improving service delivery speed, accuracy, and scalability. 3. Directed a complex office closure and restructuring program, managing redundancy communications for 100+ employees while minimizing risk and maintaining compliance. 4. Oversaw asset liquidation valued at Ksh 8M, ensuring strong financial controls, transparent reporting, and regulatory compliance. 5. Maintained business continuity and 100% key client retention throughout restructuring, platform transitions, and organizational change.

I led enterprise-wide operations and transformation initiatives across customer service, finance, HR, risk, and compliance, scaling teams, redesigning processes, and embedding performance systems that delivered measurable productivity, cost efficiency, and client retention. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬. 1. Oversaw all functional units including customer service, quality, finance, HR, payroll, banking, operations, risk, credit control, tax, and compliance while leading a 100-member cross-functional team. 2. Planned and delivered a Ksh 15M office expansion, coordinating multiple teams to complete a 2,373 sq ft facility on time and within budget, increasing capacity for 35 additional employees. 3. Led organizational restructuring and departmentalization that improved accountability, strengthened processes, and increased productivity by 90%, supporting rapid business growth. 4. Managed and coordinated teams of 100 staff, achieving 95% on-time project delivery through clear performance management, defined processes, and strong accountability systems. 5. Established KPI frameworks and reporting structures that enabled data-driven decision-making, improved performance tracking, and strengthened alignment with strategic objectives. 6. Led fraud prevention initiatives by strengthening detection controls, analyzing operational risk trends, and implementing preventive actions supported by structured risk reporting. 7. Redesigned workflows and introduced automation including AI tools, improving operational efficiency by 45%, reducing turnaround times, and increasing customer satisfaction. 8. Played a key role in the 2021 company acquisition, working closely with executive leadership to support seamless integration, business continuity, and retention of 100% of key clients.

I led customer service transformation initiatives focused on service quality, workforce optimization, and performance management, building scalable teams and operational frameworks that improved efficiency, customer satisfaction, and retention. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬. 1. Supervise customer service executives managing recruitment, induction, performance management, and training programs ensuring team capability development and consistent delivery of exceptional customer experiences. 2. Restructure customer service department optimizing service delivery by 20% implementing improved processes, workflows, and quality standards contributing to promotion to General Manager within year. 3. Develop and implement service procedures, policies, and standards reviewing operational frameworks enhancing efficiency, consistency, and compliance resulting in measurable improvement in customer satisfaction scores. 4. Oversee scheduling and resource management optimizing staff allocation, managing financial budgets, analyzing performance statistics, and delivering comprehensive reports supporting strategic planning and decision-making. 5. Minimize customer churn delivering best-in-class support experiences implementing proactive service strategies, resolving escalations effectively, and fostering customer loyalty through excellence in service delivery.

I led frontline service teams to deliver consistent, high-quality customer support by embedding performance discipline, coaching talent, and ensuring strict adherence to service level agreements and client expectations. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬. 1. Foster high-quality work environment encouraging team members to perform at peak levels implementing motivational strategies, recognition programs, and performance support systems. 2. Mentor team members developing talent through coaching and guidance influencing positive outcomes, surpassing performance targets, and building capabilities that contributed to organizational success. 3. Coordinate day-to-day team operations ensuring strict adherence to client deadlines, quality standards, and service level agreements maintaining operational consistency and client satisfaction.

Supported branch growth by delivering high-quality customer service while driving sales of asset and liability products through a consultative, needs-based approach. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬 1. Utilize product knowledge and customer service skills selling Barclays assets and liability products to clients achieving sales targets through consultative approach. 2. Boost sales and revenue growth prospecting new customers, cross-selling additional products, and expanding customer base through relationship building and targeted outreach. 3. Enhance client satisfaction providing precise detailed information on bank products, services, and processes addressing inquiries promptly and maintaining professional service standards.

Led quality assurance activities to improve customer service performance, compliance, and consistency across front and back office operations. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬 1. Monitored and evaluated live and recorded calls, calibrating results against quality standards and scorecards. 2. Coached and trained agents on quality policies, service standards, and performance improvement actions. 3. Prepared daily and weekly performance reports, providing insights that supported service improvement initiatives. 4. Defined and enforced customer service and quality standards, acting as a change agent to improve service delivery. 5. Analyzed performance data and customer feedback to drive continuous improvement and risk reduction.

Delivered frontline customer support while maintaining accurate records and contributing to service quality and customer retention. Key Contributions & Results 1. Responded to customer inquiries, resolved service issues, and ensured timely follow-up to achieve first-contact resolution. 2. Maintained accurate customer and financial records, processing adjustments and updates efficiently. 3. Identified customer needs and shared insights with management to support service and product improvements.