Arnold Ng’ang’a
Nairobi,Nairobi
Summary
Strategic-thinking Business Transformation Agent with over 10 years of experience in business and technology transformation, project management,budgeting and forecasting and risk management. Observant and resourceful professional dedicated to delivering project objectives within stipulated time, resource and budget constraints. Outstanding collaborator comfortable working with others in executing projects to achieve company objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Transformation Project Manager
KPMG East Africa
Nairobi
11.2020 - Current
- Recruited by one of the leading global consulting firms to manage business transformational initiatives for different clients across East Africa
- Currently managing a portfolio of clients undertaking business transformational projects in the private and public sectors. These have included: CFAO Motors Kenya Limited, Central Bank of Kenya, Housing Finance Bank (Uganda), East African Bank (Djibouti), Dahabshil Bank International (Somalia), CRDB Bank plc (Tanzania).
- Involved in supporting clients undertaking upgrades and adoption to cloud services across different technologies such as Oracle, SAP and Microsoft cloud.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Developed and implemented project plans to ensure successful completion of IT projects.
- Helped companies take advantage of current technology to improve business processes and productivity.
- Collected and defined business requirements to create successful roadmaps and implementation plans.
- Collaborated with technical staff to define system requirements for technology projects.
- Performed cost benefit analysis to evaluate the feasibility of proposed solutions.
- Completed thorough risk assessments and advised on mitigation response strategies to prevent roadblocks.
Customer Experience Transformation Manager
Acorn Management Services Limited
Nairobi
01.2019 - 07.2020
- Recruited by the Acorn Management Services Limited to project manage and lead the setup and operationalization of their customer experience centre by setting and optimising the service centre processes
- I was also required to recruit and train staff and ensure optimization of center’s systems including IVR, call management solution (vi-ci dialer) and CRM
- Post go live of the systems and processes I was tasked with managing the day to day operations of the customer service centre made, setting up and track KPIs for contact centre staff helping meet target sales objectives (10% lead conversion rate) and issue resolution timelines (12 hours).
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Revised department schedules to maximize coverage during peak hours.
- Assessed projects against budgets and timelines, keeping team and assignments on task.
- Directed 20 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
Transformation Project Manager
Telkom Kenya Limited
Nairobi
09.2017 - 12.2018
- Recruited by Kenya’s third largest telecommunications provider to lead business and technology transformation initiatives, notably new system implementations and existing business system upgrades
- Facilitated workshops with internal stakeholders to gain an understanding of their needs and develop innovative solutions that meet those needs.
- Managed a portfolio of projects with competing deadlines simultaneously with a cumulated total budget of over $1.5M.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout the project delivery,including risk identification and mitigation.
- Conducted in-depth analysis of existing processes, identified areas for improvement, and developed plans to optimize operations.
- Recommended appropriate technology solutions based on organizational requirements.
- Created and managed a cross functional team including Business Analysts, Business process owners, Subject matter experts and solution vendors, clearly outlining their specific objectives, goals and roles.
- Managed multiple projects with competing deadlines simultaneously.
- Negotiated and managed contracts with vendors and suppliers based on company objectives and budget constraints.
- Managed cross-functional teams to ensure successful execution of transformation initiatives across the organization.
- Implemented change management strategies to ensure smooth transition into new processes or systems.
Senior Technology Associate
PricewaterhouseCoopers Limited
Nairobi
09.2012 - 08.2017
- Recruited by one of the leading consulting firm to support in the delivery of top-priority business technology initiatives implemented by different clients
- Collaborated and drove the high-quality completion of systems engineering, software/database development and enterprisewide implementation projects for major clients including: Ministry of Finance, Kenya Deposit Insurance Corporation, ICT Authority (ICT Master Plan implementation), Kenyatta National Hospital, Kenya Bankers Association, Britam Group.
- Analyzed system requirements and designed software solutions for customer needs.
- Partnered with vendor and client on new system implementations, drove process and held both parties to timelines.
- Assisted in the development of business process models and diagrams to illustrate current processes and identify areas for improvement.
- Served as a liaison between IT staff members and other departments when it came to developing software applications designed around specific business needs.
- Collaborated with cross-functional teams such as IT, operations, finance and sales departments in order to optimize operational efficiency across the organization.
- Evaluated existing systems capabilities versus desired outcomes; determined gaps between current state and future state; developed action plans accordingly.
Education
MBA - Project Management
KCA University
Nairobi, Kenya11-2016
Bachelor of Science - Mechanical Engineering
University of Nairobi
Nairobi, Kenya12-2011
Skills
- Data Analysis
- Work Flow Planning
- Productivity Improvement
- Risk Management
- Project Management
- Contract Management
- Strategic Planning
- Vendor Sourcing
- Staff Management
- Budget Control
- Software Development Lifecycle
- Performance Improvements
Accomplishments
- Honored by the CEO for the best system implementation for the timely and efficient implementation of the CVM project at Telkom Kenya which resulted in a 2% revenue growth resulting from the implementation.
- Recognized for contribution to the growth of Telkom Kenya's net promoter score (3% to 7%) and market share by (2% to 4%) through implementation of a new Customer Relationship Management solution and Point of Sale system at Telkom Kenya.
- Successfully Project managed the rollout of the Telkom Loon project, a pioneer Telkom and Google partnership project aimed at replacing terrestrial network infrastructure with floating network masts.
- Successfully led the implementation of the first fully cloud based core banking system in East Africa. This was for Dahabshil Bank International and East Africa Bank both delivered within a12 months implementation timeline. This implementation enables the expansion of services delivered to customers including Mobile and Internet Banking, Merchant Acquisitions, reduced downtime due to faster end of day processes and service maintenance.
Certification
- Project Management Professional (PMP) Certification.
- Lean Six Sigma (Green Belt)
- DevOps Foundation Certification
Languages
English
First Language
Swahili
Proficient (C2)
C2
References
References available upon request.
Timeline
Transformation Project Manager
KPMG East Africa
11.2020 - Current
Customer Experience Transformation Manager
Acorn Management Services Limited
01.2019 - 07.2020
Transformation Project Manager
Telkom Kenya Limited
09.2017 - 12.2018
Senior Technology Associate
PricewaterhouseCoopers Limited
09.2012 - 08.2017
MBA - Project Management
KCA University
Bachelor of Science - Mechanical Engineering
University of Nairobi
- Project Management Professional (PMP) Certification.
- Lean Six Sigma (Green Belt)
- DevOps Foundation Certification
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