Telkom Kenya has announced that it has made senior appointments whose aim is to build its leadership bench strength, fortify its operations and customer service excellence and align these with its new strategic direction.
Claire Munene and Saddiq Mwai join the leadership team as the new Director, Customer Experience, and the Director of Digital Financial Services, respectively, while Elam Muchira, joins as Director, Internal Audit.
Brief Profile of Claire Munene
Munene has over 14 years’ experience in Customer Experience, with a focus on the telecommunications and banking sectors. Prior to joining Telkom, she served as the VP – Partnerships at Ajua – Africa’s first Integrated Customer Experience Company.
She has also served as HOD, Customer Value Management at Safaricom. While at Safaricom, she was recognised as one of the top 10 managers within the company, with a very good and consistent overall engagement index score. She was also responsible for the review of airtime borrowing product ‘Okoa Jahazi’ through Customer Experience enhancements in the financial year 2015.
Munene holds qualifications in Project Management from the University of George Washington and has also gone through the VMS Series Boot Camp from MIT.
Brief Profile of Saddiq Mwai
Mwai has over 20 years’ experience in strategic project management and business transformation through the use of digital technologies. He has consulted widely on matters innovation, strategy, digital transformation and ICT policy in East Africa.
He was responsible for the implementation of core banking systems in 12 leading commercial banks in the region, including the Central banks of Kenya, Rwanda and Burundi. He was also the Project Leader responsible for the implementation of a Human Capital Management System for 13 countries in Africa.
Mwai was also the Team Leader for the development of 3 national ICT strategies, SMART Rwanda Master Plan 2016/2020, ICT4RAg 2016/20, ICT Hub Strategy 2019/24, all approved by Government of Rwanda in 2016.
Mwai holds an Executive MBA from the Maastricht School of Management and a BSc. Mathematics and Physics from the University of Nairobi. He also has a Post Graduate Diploma in Islamic Banking and Insurance from the Institute of Islamic Banking and Insurance.
Brief Profile of Muchira Elam
Muchira is a distinguished audit, compliance and risk management professional, who has been specialising in internal controls and governance process improvement in the telecommunications sector.
Muchira has worked within Internal Audit Functions for companies such as Wananchi Group (Head of Internal Audit) and Safaricom (Principal Auditor for Commercial Processes). He has also worked at PriceWaterhouseCoopers (PWC), where he led external audit teams in providing assurance on statutory and group financial reports for entities such as: Airtel Tanzania, Vodafone Tanzania, Unilever Kenya, GSK, Kakuzi and Jubilee Insurance.
Muchira holds a BSc in Computer Science and is a Certified Information Systems Auditor. He is also a member of the Association of Chartered Certified Accountants.