Experience

• 

  MTN South Sudan

  • Juba, South Sudan

  • Senior Manager: Mobile Money Product & Services

    • Oct 2022 - Present
    • Juba, South Sudan

• 

  Yabx

  • Director East Africa- Products and Services

    • Nov 2021 - Sep 2022

• 

  Ooredoo Myanmar

  • Yangon Myanmar

  • Manager Product and Services Fintech

    • Mar 2020 - Nov 2021
    • Yangon Myanmar

• 

  MTN

  • Lusaka

  • Products Services & Business Intelligence Manager Mobile Financial Service

    • Nov 2017 - Mar 2020
    • Lusaka

    To develop and continuously monetize mobile money products suited to various segments needs in order to ensure profitability and continuous improvement taking into account technological advancement, competitor activity and marketing trends.

• 

  Airvantage (Pty) Ltd

  • Lusaka Zambia

  • Country Manager

    • Jun 2016 - Oct 2017
    • Lusaka Zambia

• 

  Access Bank Zambia

  • Lusaka

  • Head of Customer Experience

    • Mar 2016 - May 2016
    • Lusaka

    • Manages the sub-unit function• Provides CE Retail operations strategies and direction• Accountable for all research, development, implementation, and coordination of the CE retail operations initiatives• Accountable for ensuring standards, controls and regulation are strictly complied and adhered in all operational and service delivery activities.• Ensure the implementation of the innovation policies of the bank with respect to retail operations• Directs and reviews the retail trends and impact on the Business drivers and results.• Receive customer satisfaction on products to review product features where need be to improve customer experience• Promote the improvement of customer experience at the bank’s branches through developing and maintaining relationships with all stakeholders including Process owners, Senior Management Team, Vendors, etc• Accountable for monitoring market trends and evolving customer needs, taking into account future technology/developments, competitor offerings, operational concerns, and changing regulations• Supervises direct reports and creates career paths for them • Manage team members performance, ensuring performance and development plans are in place, staff receive coaching and feedback, and issues are confronted and addressed

• 

  MTN Zambia

  • Lusaka

  • Product Analyst

    • Jun 2013 - Feb 2016
    • Lusaka

    • Manage the marketing of Mobile Money and other Value Added Services • Build and maintain sustainable and profitable relationships with all stakeholders• Innovation and product development• Find innovative new Mobile Money and other services and capitalize on opportunities• Project management of products from start to finish• Align service delivery to changing needs of the business and markets• Understand customer needs and develop and fine-tune systems accordingly• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures• Market research and also explore innovative ways to manage and build the MTN Brand• Plan and execute campaigns and promotions for MTN Mobile Money • Put contingency plans in place to prevent delays and enhance the customer experience• Facilitate accurate data analysis and reporting on performance, uptake, project deliverables, quality, cost, time,

• 

  MTN Zambia

  • Quality Assurance Monitor

    • Oct 2010 - May 2012

    • Interface with specialists (3rd party Contractors (CRM, Centre Telephony systems etc.) and in-house analysts• Interface with support functions such as Marketing, Finance, Sales and Distribution • Participate in the development and implementation of the overall Customer Support quality and performance framework, policies, processes and procedures.• Partner with other quality functions to create and apply uniform quality systems, metrics and policies. • Partner effectively with line operations management to drive continuous quality improvement. • Implement and monitor Customer Support quality and performance strategy and work plan.• Actively assist line managers in the development of team and individual quality and performance standards.• Implement effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfactions. • Co-ordinate day-to-day performance and quality monitoring exercises.• Develop proactive and practical responses to address quality and performance shortfalls.• Monitor and benchmark performance across and within teams, effectively isolating good and under performers.• Evaluate the effectiveness of the current performance management program and identify areas for improvement.• Routinely review jobholder’s competencies and identify training needs based on these reviews.• Calibrate system, process and people performance across post-paid and prepaid operations within the call centre.• Monitor and ensure compliance with defined operational standards and guidelines.• Liaise with human resources and training to ensure jobholders obtain relevant trainings.• Coach and manage site quality teams across Customer Support to deliver effective quality solutions for the business function. • Actively participate in customer satisfaction surveys.

  • Call Centre Agent

    • Sep 2009 - Sep 2010

    • Marketing MTN Zambia’s Products and Services.• Handling customer’s complaints.• Trouble ticking complaints via ICT infrastructure to the responsible Department• Promote and advice clients of alternative and most suitable packages and service offered by MTN• Use operating system to generate a range of information

• 

  Zambia State Insurance

  • Sales Agent

    • Jun 2008 - Aug 2009

     Selling of Life Assurance products  Data collection and analysis Client visitation and product presentations