Individual Improvement Plan
Case-managed plan for Samuel Owino · opened 6 weeks ago · sponsor Mary Wambui.
Approval workflow
Reviewer: Mary Wambui · Line Manager
Audit trail
- AI draft generatedNov 14, 09:12OPOS Copilot · AI Engine
Drafted from latest KPI variance, survey signals and review history.
Samuel Owino
Loan Officer · Personal · Lending desk · Team · Lending Ops
Mary Wambui
3 yrs 8 mo
samuel.owino@opos.co.ke
+254 712 884 521
Current
72
Target
92
Gap
-20
Trend (6 wk)
-10 pts
Evidence Quality
71%
Trend Analysis
6-week trajectory shows steady decline of 10 points. Without intervention, forecast at week 12 is ~48 — below the at-risk threshold.
AI Root Cause Analysis
Weighted contributions across 6 cause categories
- 28%
Skills Gap
Limited exposure to digital lending workflows introduced in Q2.
- 22%
Resource Constraints
Eldoret has run 2 frontline vacancies for 9 weeks; cover load is at 132%.
- 18%
Process Issues
Manual M-Pesa Daraja reconciliation eats ~6h per week at branch level.
- 14%
Knowledge Gap
Last formal training on CBK risk-based supervision was 14 months ago.
- 9%
Behaviour Gap
Coaching feedback consistent — execution is good, escalation cadence is weak.
- 9%
Leadership Support Issues
Regional 1:1s slipped from weekly to monthly over the last quarter.
Status Tracker
13 items in plan · click any item below to advance status
4
5
3
0
1
Improvement Objectives
Lift branch CSAT from 54 → 75
Anchor a weekly customer listening huddle and close 2 top complaints per cycle.
Restore SME revenue to plan
Re-open dormant book; activate 30 SME accounts/month for the next quarter.
Close audit findings
Clear 6 open CBK observations and ship evidence in Evidence Center.
Recommended Training
Digital Lending & M-Pesa Daraja certification
8-hour blended course · KSI Learning · due in 3 weeks.
Customer-Centric Leadership
2-day workshop in Nairobi · facilitated by People & Culture.
Coaching Activities
Weekly 1:1 with Regional Director
60 minutes · agenda: pipeline, people, risk.
Fortnightly clinic with AI Coach
Auto-scheduled in OPOS · focus on escalation cadence.
Mentorship Activities
Mentor: Catherine Njeri (Mombasa)
Same playbook lifted Mombasa CSAT +6 in 5 weeks.
Peer circle: Rift Valley managers
Monthly virtual circle, hosted by P&C.
Performance Milestones
Week 2 — Diagnostic complete
Branch audit, frontline shadowing, customer call review.
Week 4 — CSAT lift to 62
First measurable improvement, validated via mystery shopper.
Week 8 — SME revenue at 95% of plan
Pipeline activation and pricing recalibration land.
Week 12 — Final review
Plan closeout or escalation decision.
Review Schedule
Every Friday
Manager 1:1
Mary Wambui
Bi-weekly
AI coaching clinic
OPOS Coach
Week 4 · Week 8
Checkpoint review
People & Culture
Week 12
Final outcome review
Executive committee
Expected Outcomes
- Performance score recovers to 78+ (target).
- Branch CSAT sustained at ≥ 75 for 4 consecutive weeks.
- SME revenue tracking ≥ 95% of plan.
- Evidence quality maintained at ≥ 80%.
Success Criteria
- All 3 objectives at On Track or Completed by week 8.
- No new critical audit findings during the plan.
- Mentor + manager sign-off at week 12 review.