Minet Kenya has appointed Carole Nderitu, as Chief Operating Officer, effective 1 September 2026.
The appointment elevates Nderitu to an expanded leadership role in which she will drive operational excellence, innovation and sustainable growth across the business.
Minet Kenya announced the move on its LinkedIn page, congratulating her and expressing confidence in her continued contribution.
Nderitu brings nearly a decade of senior leadership experience within Minet Kenya. As Director of Retail and SME, she led a wide-ranging operational and customer experience transformation. She standardised and automated standard operating procedures, accelerated service delivery by 80 percent through sharply reduced turnaround times, and deployed robotic process automation that compressed renewal and onboarding timelines from 15 days to a matter of hours.
Her agile retention governance reduced attrition from 14 percent to below 5 percent, while the establishment of a dedicated customer experience function lifted NPS and CSAT scores from 10 percent to 25 percent and cut customer complaints by 95 percent.
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In her concurrent role as Director of Finance and Administration, Nderitu strengthened the company’s financial performance and governance. She redesigned debt collection processes, reducing receivables aged over 365 days from KES 3 billion to below KES 1 billion, delivered average annual cost savings of 15 percent, and improved profitability and investment income. She also successfully resolved a major tax appeal that reduced a liability from KES 600 million to KES 83 million and built internal tax capability that generated further savings.
Before joining Minet, Nderitu held progressive finance and accounting roles at Aon Kenya Insurance Brokers and Alexander Forbes Financial Services, where she specialised in fund accounting, regulatory compliance, audit readiness and pension scheme reporting.
