The initiative aims to recover recurring revenue losses by identifying and correcting anomalies in FRGS and card fee deductions. It relies on two key pillars. First, an automated tool calculates theoretical fees per client based on account class, account type, tariff conditions, and products held, then compares them with actual fees deducted to detect unbilled or under‑charged clients. Systematic corrections secure monthly revenue. Second, a full review of account class segmentation ensures accurate client classification and proper tariff application, strengthening future income streams. The automated tool consolidates client IDs, segments, expected fees, and billing periodicity, becoming the reference model for accurate and sustainable fee billing.

Executed a structured SLA transformation program focused on reducing backlog, improving processing speed, and driving digital adoption.

The Squad enabled instant account reactivation by decoupling Address Verification and implementing STP, reducing friction and improving access to dormant funds.

Encouraging tellers to accept Airtel money deposits and usage of online platforms,, instead of visiting the bank physically

The Squad improved dispute resolution timelines and actively promoted the Rafiki channel as a preferred support platform, reducing friction in post-transaction experiences and strengthening customer trust.