Group Head, Strategy and Operations

• Oct 2022 - Present

Head, Operations and Technology Strategy Execution

• Feb 2020 - Sep 2022

• Led the research, planning, and formulation of strategic priorities to drive the transformation of the Operations and Technology Teams of about 320 employees. • Facilitate the execution of the 2021/2022 strategic priorities through strategic and operational level performance reporting to the Chief Transformation Officer and the Managing Director, which fostered a commendable strategy achievement of 69% in the first 6months of execution. • Leverage insights from data to recommend an Operations standardisation project and Customer intimacy initiative that led to an increase in customer success from 58% to 83% measured from the customer survey • Facilitated and coordinated engagement sessions across multiple stakeholders, ensuring alignment across 6 core business lines, 3 company affiliates, and cross-functional teams. • Analysed and coordinated insights to support the tracking and delivery of the group’s KPIs• Monitored and provided summaries of progress against KPIs for the Operations, Technology and Business transformation goals Show less

Lead, Group Strategic Execution

• Apr 2019 - Feb 2020

Executing the strategy roadmap of Interswitch Group with the Chief Core Operations Officer and responsible for:Team Administration ~ Ensuring the soft structure of the team runs as planned with staff engagement initiatives, performance management sessions, team building sessions, leadership development sessions;~ Delivering a consistent, well designed documentation system for meetings and actions points of the CCOO~ Organizing events as relate the GCO strategy road map including staff on-boarding, senior Management communication focal point strategy sessions~ Tracking group KPIs and managed team communicationData Analytics ~ Ensuring the availability and delivery of all required Data required for the effective tracking of the Core Operations Group~ Analysing and coordinating the generation of insights for the delivery of the Key performance Indicators of the Core Operations Group ~ Overseeing the preparation of periodic reports to the business and Management~ Participating in Strategy Sessions with the objective to collate, integrate and drive the delivery of agreed responsibilities for the Group.~ Supporting the CCOO in work related research and presentation preparations~ Tracking Key Performance Indicators for Services, CRM and Service Desk Data Analytics and Enterprise Services Analytics (Data Lake, BIDB etc) ~ Making recommendations based on Transaction Analytics for Service Improvements ~ Tracking service improvements by continuous review of Service Performance ~ Developing and driving analytics-based initiativesCore Processes~ Coordinating improvement initiatives~ Managing IT Service Management processes including - Incident Management, Problem Management & Change Management~ Developing, standardizing, monitoring and improving of the ITSM processes~ Identifying and executing improvement projects using recommended frameworks (LSS) as a member of an LSS team. Show less

Senior Business Service Manager

• Dec 2018 - Apr 2019

Responsible for continuous service improvement portfolio services, efficient service delivery and business line advocacy and support; which covered:Service Delivery~ Participated in the service design activities and responsible for incubating new services.~ Responsible for Service Transition to ensure that changes to existing services and new services are properly integrated to business-as-usual.~ Ensured that all stakeholders within the group are adequately trained and equipped to support new services.~ Ensured that all services within the portfolio have predefined and streamlined processes.~ Ensured that service offerings fulfil the objectives of the business and the customer.~ Continually sought ways to Improving the user experience and the quality of existing and new services.~ Management of change affecting the services within the portfolio.~ Supported the creation of new services by providing technical input.Continuous Service Improvement~ Conducted Service Trend Analysis on services in the service portfolio and identify areas of improvement.~ Identified and drove initiatives on Services to drive service transaction growth and optimization~ Worked with product management and the software development teams to ensure that service improvement opportunities are explored and implemented.~ Worked with Support and Operations teams to ensure that services can be efficiently supported.Business Line Support~ Provided reporting to the business lines on the performance levels of the services within the service portfolio.~ Provided progress report on Improvement initiatives ~ Provided service outcomes (revenue growth, count metrics etc) tied to Service Management efforts.~ Provided Insights to Business processes that support Service Levels. (e.g CRM, Jira, NOC data)~ Business Line Support and Advocacy. Show less

Service Analytics Manager

• Mar 2017 - Dec 2018

Responsible for providing professional insight into Service Performance Data and employ advanced techniques to solve problems in Interswitch and improve operational efficiency. This was achieved by carrying out the following processes and activities:Business Intelligence Dashboard Management ~ Created and managed operational, strategic and analytical dashboards for service lines~ Liaised with business units to identify dashboard requirements~ Setup dashboards as required while maintaining and improving them~ Provided support and trainings for dashboard usage~ Ensured clean data and proactively enhanced all dashboards in line with business realities.These dashboards helped to detect operational problems quickly and provided quick and useful input for quick decision making.Service Analysis ~ Analysed transactional and service data to reveal Intelligence for driving operational and strategic decisions as well as data-based forecasting~ Carried out daily service analysis of transactions and spot trends, triggered thresholds, outliers and peculiar observations~ Setup and tracked service thresholds; setup and maintained automated data manipulation processes; track Key Performance Indicators for Services, CRM and Service Desk data analyticsService Improvement Tracking ~ Used Data Analysis and Lean Six Sigma methods to review services and arrive at Improvement Initiatives~ Made recommendations based on transaction analytics for service improvements~ Tracked service improvements by continuous review service performanceService Reporting ~ Generated weekly analytics reports for services and spot trends and tracked service improvements using data Show less

Switchback Officer

• Jun 2015 - Mar 2017

Responsible for providing accurate and timely back office data management activities for network processed transactions of Interswitch. This included:~ Settlement Management - Collation, Assurance, Collateral Management and Incident Resolution~ Billing Management - Card Scheme third party processing, Secure code and Data preparation~ Settlement Component Configuration Management - Definition/Design, Creation/Implementation, Modification, Request Fulfilment and Configuration Catalogue management~ Reconciliation Operations - Customer Management, Service level management (SLA/OLA), Service Operations Engagement review (weekly), Service Improvement Feedback Solicitation~ Reconciliation Inquiry Resolution and Account Reconciliation Management~ Reporting, Invoicing and Business Intelligence - Reports management (Settlement, Invoicing, TPP reports), managing availability, consistency, accuracy, customization and enhancements~ Business Intelligence management - Application configuration and Report template management~ Back Office Application/Portal system administration with ACI Offices, XLS and Tableau ~ Loyalty Operations Management - Loyalty Application Management, Request Fulfilment and Implementation, Configuration Management, Settlement data Management, Account Reconciliation and Status Management Show less

Issuer Processing & Loyalty Officer

• Oct 2014 - Jun 2015

~ Managed Interswitch’s eXtended loyalty System operations - configurations, modifications, registrations and reward management~ Managed the administration of Loyalty Portal including information management, reward item management, reward redemption verification, troubleshooting and support~ Managed the adherence to the 99.999% uptime and improve transaction approval success rate on the switching platform through consistent, pro-active monitoring, analysis and customer engagement.~ Administration of the Card Application System handling User Creation, Modification and Roles Management.~ Managed Issuing Reports creation, generation and enhancements - Billing reports, Transaction Statistics, Card Activity, Card Statements and Card Balances). ~ Resolved customer and cardholder queries & inquiries with regards to transaction processing on all card types and schemes on the InterSwitch network.~ Managed the administration of second level Security Platform and Portal (Extraswitch, SFTP)~ Provided support in relation to the use of Interswitch deployed/managed card management systems (PowerCard, Navigator, ExtraSwitch Arbiter etc.)~ Created and developed SQL script and templates. Show less

Acquiring Processing Executive - Operations

• Nov 2012 - Oct 2014

~ Communicated service and process developments around terminal acquiring to Acquiring Banks, Regulatory bodies and all necessary stakeholders.~ Configured end-to-end terminal transaction processing permissions as well as transactions analysis and issue resolutions for Acquiring Terminal Management.~ Card acceptor Registration on Interswitch’s Front end Terminal Processors and proprietary terminal management applications (TermAPP, Kimono, RetailPAY).~ Setup of 3rd party entities (PTSPs, Terminal owners etc.) on all applications to allow for reporting and settlement activities.~ Processed Acquired Voice Authorisation transactions for approved merchants on the Interswitch network i.e. Manual Refund and Completion request.~ Performed second level administration of all acquired terminals on the Interswitch network including monitoring, configuration, troubleshooting and support.~ Resolved or assisted stakeholders in resolving disputes resulting from direct or indirect use of Interswitch enabled terminals.~ Provided processing and reconciliation support to stakeholders with regards to terminal management activities.~ Managed the reporting of weekly operational activities and ensured quality customer interactions. ~ Created and generated periodic (weekly, monthly, quarterly and yearly as required) statistical and business analytical reports for stakeholders.~ Processed chargebacks and disputes for internationally acquired transactions.~ Solicited, analysed and implemented service improvements based on customer feedback Show less