Richard Munyao

RICHARD MUNYAO OPERATIONS LEADER P.O Box 1369 - 00606, Sarit Centre | Nairobi, Kenya (- |-SUMMARY • • • • • • • • • ✓ ✓ ✓ ✓ ✓ ✓ Presentation skills for executive audiences to communicate, persuade with data and create buy-in for strategic initiatives. Proven experience leading and managing large and diverse teams, as well as driving change in metric-driven operations. Career record working with, and managing across multiple countries and cultures, such as the UK, Australia, France, China, Tunisia, South Africa, and East, Central and West Africa. Oversight of projects ensuring establishment of links and dependencies while keeping an eye on projects’ critical path to ensure projects’ objectives are achieved on time and within budget. Experience with CRM & ERP systems e.g., ‘Clio’ (legal firms), ‘IBS’ & ‘Clarity’ (pay-tv), TLSconnect (visa applications). Proven success in improving operational effectiveness by leveraging technology, systems and process design. Strong financial and analytical skills (quantitative & qualitative data) – analyzing data and pulling actionable insights. Strong business operations leadership, business development, customer management (B2B & B2C), problem-solving, organizational and communication skills as well as the ability to exercise a high degree of prudence and diplomacy. There are testimonials available to back up the track record. CORE COMPETENCIES Strategic Planning & Execution Risk Mitigation Project Management and Design Systems & Structures Development Coaching & Mentoring Staff Budget Development & Execution ✓ ✓ ✓ ✓ ✓ ✓ Business Processes Optimization Customer Support Management Remote Multi-country Management SLAs & Contracts Management Effective Performance Management Profit and Loss (P & L) Accountability EXPERIENCE & RESULTS ✓ ✓ ✓ ✓ Relationships Building & Management Customer Experience (CX) Strategy Multicultural Working Experience Business Development Founder at Crigen Consulting • November 2017 – Present Design of advisory services with a focus on customer service training, systems and process improvements. • SLA advisory service, drafting, and final copy hand-over of SLA agreements to four contracts in the transportation sector. • Consulted for a 5 Star hotel in Ethiopia and assisted with the recruitment of a Kenyan expatriate Hotel General Manager. • Consulted for two contracts in the small and medium-sized enterprise (SME's) and automated their truck delivery services. • Delivered training on customer relations skills for a number of subcontracted accounts. Chief Operations Officer at MMC Africa Law (part of Asafo & Co. headquartered in Paris, France) • July 2016 – November 2017 • MMC Africa Law is a full-service tier 1 law firm in Kenya and East Africa Management of all support functions, including Business Development, Finance, Human Resources, Information Technology (IT), and administrative support services (logistics, security, procurement, warehousing, and facility management) Key Responsibilities • As a senior management team member contributed to strategic planning, OKRs, implementation, and business reporting. • Business Development - formulation of business development strategies and execution • People Management – oversight of HR service delivery, e.g. hiring, professional development, performance management • Operations Management - oversight of administration and other shared support functions. • Financial Management – oversaw credit control, budget development & management, cash flows, and reporting. Key Achievements • Managed critical cross-functional activities in support of corporate strategy, such as the development of support functions business plans, budget development for cross-functional projects (while taking into account competing business demands from various stakeholders), and project updates reporting using defined performance and success metrics to deliver the intended projects impact. I also partnered with the Team Leader to create a business development roadmap. • Collaborated with the Partners Board to develop policies and processes in areas such as IT, HR, security, procurement, and business development. Approved by the Partners Board and rolled out firm-wide after leading communications and change management initiatives for staff buy-in and adoption. • Led projects that automated business processes and improved impact, e.g., scoping and deployment of SaaS products such as OrangeHRM (HR Management software); Zippykind (delivery logistics); Librarika (library), and Yarooms (booking meeting rooms). Provided change management leadership to ensure staff buy-in and firm-wide adoption. • Led a project from manual to “Clio” – a legal practice SaaS product (streamlined legal process workflows & improved Finance Department’s visibility of aging accounts, allowing for more effective debt collection which increased cash flow). • Led project on the scoping, training and deployment of facility management app (AppTec) - streamlined assets history (location, asset tagging, maintenance scheduling, etc.) which aided decisions on asset planning, timely upgrades, etc. • Developed new business capture processes and procedures, resulting in targeted business development to drive growth. • Used data and developed customized training for customer-facing roles (Advocates, Paralegal Clerks, Front Office Desk, Guards, and so on) to provide exceptional client experience as a key differentiator to promote growth via repeat business • Analyzed team performance data and persuaded the Partners Board to replace the siloed and fragmented performance assessment systems, resulting in a quantitative-based metrics system that aided in driving overall performance Richard Munyao • • • • • • Page 2 Provided oversight in the efficient and timely delivery of services around IT, Finance, HR, Business Development, and general support services such as procurement, security, catering, archiving, events management and travel. In pursuit of business priorities, I managed external partnerships & networks to ensure consistent contract service levels. Led execution of operational and strategic initiatives for support functions to ensure a consistent, agile, and efficient operating platform and policies in support of corporate strategy, as well as to support the business's speed of growth. Improved procurement processes resulting in 5% cost saving on the stationery cost of KES1mil (US$8.4k) per month. Redesigned inventory control processes & procedures, resulting in improved accountability structures and risk mitigation. Provided vision & strategic direction, and motivated direct reports (Finance Manager, HR Manager, ICT Manager, Security Officer, and Procurement & Stores Officer) supporting them in achieving their KPIs and teams’ goals. Zone Manager – East and Central Africa (D R Congo - DRC, Ethiopia, Kenya, Rwanda, Uganda & Tanzania) TLScontact (a Teleperformance Group company, both headquartered in Paris, France) • March 2014 – October 2015 (Business Process Outsourcing (BPO) - Visas Applications Processing for the UK & Australian Governments) Regional Operations Management: Customer Operations, Finance, IT, Logistics, HR, Security, and Regulatory Compliance. Key Responsibilities • Operations Management — oversee the Regional Nairobi Office's shared services functions. • People Management – accountable for the effective delivery of HR services, including talent acquisition, training, etc. • Account Management - ensure proactive customer engagements with representatives from both clients. • Financial Management - responsible for budgeting and execution, as well as P & L, cash flow, accounting, and reporting. Key Achievements • Developed strategies and communicated the vision to the teams and executed the strategy for the business area. • Represented TLScontact at external regional events, established and maintained relationships with national and local government officials for regulatory & administrative matters such as legal & tax compliance, business licensing & permits. • Oversaw construction projects, checklists, documented processes, training and launched three new offices in 3 countries. • Visited Nigeria office in 2015 & assisted with operations set-up based on expertise setting-up the new East Africa offices. • Managed relationships with contracted legal firms in the six countries to ensure proactive statutory compliance. • Learning & Development: encouraged knowledge and best practices sharing between the region and other Company global regions, with lessons learned documented for everyday and future reference to drive and increase impact. • Oversaw project, change management, and training of a new visa applications system (TLSconnect – a CRM). • Networked, negotiated, and contracted various suppliers and vendors in the six countries of the regional cluster. • Oversaw budget development and reviews for six country business operations with profit and loss (P&L) responsibility. • Remote supervision of the distributed customer support teams in the six countries spread across different time zones. • Supported & coached my direct reports (6 Country Visa Application Centre Managers, Regional Security Officer, Finance, IT, & HR Officers) to enhance their teams’ performance, compliance to the policies and drive operational excellence. • Analyzed voice of customer (VoC) data and used the insights to reduce process bottlenecks and increase efficiency. • Used data to tailor targeted training and executed best practices and KPIs tracking to drive performance. • Account management - fostered strong customer engagement with the two clients’ senior High Commission (Embassies) security & consular officials, understood their business objectives, and used data to deliver customized service solutions. • Managed incidents and updated Incident Reports with a copy to our Global Security & Technical Teams, Australian and the UK officials (Nairobi, Pretoria, Canberra & London). Reports comprised lessons learned to mitigate re-occurrence. • Logistics: service levels oversight of FedEx Licensee drops & pickups (air & ground network) from six country offices. • Coordinated with our operational hub in China, headquarters in France, client accounts management support in the UK, and Africa region IT support offices in Tunisia securing needed resources to drive operations and meet regional goals. Operations Manager at MultiChoice Kenya Ltd (a MultiChoice Group company) • May 2000 – March 2014 MultiChoice Group is in the satellite pay-TV industry and owns Showmax (https://www.showmax.com/eng/welcome/ke ) - a video on demand SaaS platform (similar to Netflix) and Irdeto – a world leader in digital platform cybersecurity (products used by English Premier League, ITV, PS5, Epic Games, Comcast, Google Pay, AWS, App Store, MultiChoice, and others). MultiChoice is part of Naspers Ltd – a global internet group with 29% stake in Tencent (a global technology company), among other multinationals. Leadership of the Operations Department - Procurement, Customer Operations – B2B and B2C (Call Centre, Sales & Service Centres), Subscriptions Billing & Resolving Technical Queries, After Sales Functions, Digital Decoders Repair Centres, and IT. Key Responsibilities • Customer Operations: formulation & execution of CX strategies (e.g., metrics improvements), workforce planning, etc. • Contribution to strategic planning and OKRs development as a member of the senior management team. • Financial Management – budgeting, cost management, revenues collections & risk mitigation, and financial reporting. • Operations Management – oversee operations strategies development & execution (structures, technology, process, etc.) Key Achievements • Led execution of strategic & operational initiatives & review of operations strategies, resulting in continuous improvements. • Communicated the operational vision and motivated teams to meet individual, customer retention, and revenue targets. • Developed and managed a staffing plan: hiring, onboarding, training, succession plan, and performance management. Richard Munyao • • • • • • • • • • • • • • • • • • • • Page 3 Led department restructuring, led change management, scaled staff from 50 to 190+, developed customer support infrastructure (systems, processes etc.), optimized customer support (for inbound) & customer success (inside sales team for outbound activities), and deployed technologies such as new IP PBX with IVR, CRM software, email automation with a ticketing system, and customer self-service platforms, which improved customer satisfaction based on data analyses. Led development, execution, and owned operational processes and best practices which drove operational excellence. Led cross-functional project & reviewed Sales, Finance & Ops processes, resulting in efficiency and simplified processes. Analyzed data and created tailored individual and teams’ training, to drive service excellence. Analyzed voice of the customer (VoC) data and funneled insights to Engineering Dept to enhance product development. Updated SOPs, Key Performance Indicators (KPIs), and work plans processes, which increased efficiency and impact. Monitored and corrected departmental performance against metrics and presented business reports to Executives. Tasked by head office in South Africa and transferred operational processes and best practices to 3 African sister offices - Ghana, Tanzania and Uganda. Operations Managers from 7 African sister companies seconded to Kenya for bench marking as the head office considered the Kenya office operations to be a centre of excellence. Managed collaborative cross-functional relationships on customer experience by identifying & successfully leading projects that reduced process pain points & delivered positive experience across all touch points in the customer journey. Developed business plan and obtained senior leadership support and established new business units - Quality Assurance (QA) and Training Sections, which resulted in increased individual performance, service quality & operational excellence. Provided coaching and strategic direction to 6 direct reports (Call Centre Manager, Head of GOtv, After Sales Technical Manager, IT Supervisor, Head Cashier, and Decoder Repair Centers Supervisor) in meeting KPIs and departmental goals. Led project management and deployment of a scalable Call Centre IP PBX system with IVR worth KES4m (US$33.2k). Led project on construction of new 200-seat Call Centre worth KES 36M (US$310K) with multiple customer touch-points. Led multiple projects for the construction of four new sales & customer service centres worth KES 46 million (US$398K). Selected as a project member of MultiChoice Africa Ltd (MCA) “Standardized Operations of Procedures and Controls Project” for MCA Africa-wide business operations. International travel to several sister offices across Africa undertaken. Vendor management: managed operational partnerships with telcos & ISPs (mobile money & fiber connectivity), platforms for USSD and bulk SMS, and payment system integrators (such as Pesapal and Cellulant) to drive service levels. Executed operational fraud and risk mitigation strategies to manage subscription payments from 1+ million customers. Integrated Customer Relationship Management (CRM) data insights into business plans, e.g., Marketing, forecasts, etc. Analyzed CRM data insights and trends to up-sell and cross-sell products (B2B and B2C) by the outbound Call Center team to drive revenue and growth (including through Showmax – a video on demand SaaS platform - - similar to Netflix). Awarded “MultiChoice Africa Ltd Customer Care Excellence Award” for cost savings and customer support initiatives. EDUCATION & CERTIFICATION Master of Business Administration • University of Sunderland, the United Kingdom BTEC Level 7 Advanced Professional Diploma in Management Studies • Edexcel / University of Sunderland, United Kingdom Bachelor of Business Administration (Hons) • Limkokwing University of Creative Technology, Malaysia • GPA 3.48 Certificate, SOAR Leadership Course • Free To Grow (Pty) Ltd, South Africa Executive Certificate, Human Resource Management • Institute of Human Resource Management (IHRM), Kenya PROFESSIONAL DEVELOPMENT Introduction to Artificial Intelligence & Machine Learning (FutureLearn / Microsoft); Introduction to Python (DataCamp); Results-Based Project Management (PM4DEV); ISO 9001:2015 Quality Management System (Perry Johnson Registrars, Inc.); Lean Six Sigma – DMAIC methodology (Udemy); Public Sector Contract Management; SOAR Leadership Course; The Culture of Transformation and Innovative Leadership; Risk Management – Managing Risk in a Changing Business Environment; Operations Seminar, Namibia; Operations Seminar, Dubai – UAE; Executive Certificate in Human Resource Management; Corporate Governance Course (Kenya); Operations Seminar, South Africa • 2010; Fraud Awareness, Detection and Prevention, CPA University, Nairobi; Operations Seminar, South Africa & Mauritius • 2003, 2004, 2005, 2006, 2007, 2008 & 2009; Strategic Issues Course, Customer Service & Technical Training; The Buzz Delivering World Class Customer Relations; Satellite Communications Forum; 7 Habits of Highly Effective People (KPMG); Leadership Seminar (South Africa • 2000); Rooms and Revenue Management (Muscat, Oman - Middle East); Public Relations and Customer Service. PROFESSIONAL AFFILIATIONS • Member of University of Sunderland Alumni Association - https://alumni.sunderland.ac.uk • Member of LinkedIn Groups: Operations Leaders || International Development || Executives Group REFEREES Danny Mucira Managing Director – East Africa TRACE TV Email-Mobile: - Benoit Cambier Global IS & Data Protection Manager Welthungerhilfe (Germany) Email:-Mobile: - Millie Wanjala Head of Human Resources 4G Capital Ltd Email:-Mobile: -