Profitably scaling remittance services to emerging and frontier markets requires a unique combination of technology, data, and customer focus and a vast well of expertise and experiences. Scaled up our L2 support team and fleshed out systems and playbooks to identify and resolve systemic delivery issues. Provided payment operation leadership to dozens of new market launches. As the operational owner of our next-generation unified remittance delivery platform, built out the cross-functional processes and systems to ensure delivery performance and systems migrations provide good user experience.

As the Head of the Business Operations department, I challenge my team of ~10 employees to execute Customer Data Management, Audit, and Customer Engagement activities at the highest level possible. My personal challenge is to devise a strategy and build a team to provide the operational infrastructure to sustain >50% CAGR. Some things I routinely think about include:Core Business Activities- Safely and accurately collecting USD millions in annual cash loan repayments from remote rural areas- Enrolling tens of thousands of farmers into our annual program in less than two months without the benefit of web access in the field- Ensuring the accurate delivery of dozens of metric tons of agricultural inputs in a two-week window- Identifying and preventing fraudulent loan activity- Not only providing top notch customer service but also using it to drive innovation- Aligning team and program prioritiesProcess Improvement- Scaling up our internal processes, tools, and controls as we grow from serving thousands of farmers to tens of thousands and then to hundreds of thousands- Increasing our efficiency through innovative use of technologies like mobile money and tablets- Supporting other departments to help them achieve their objectives- Using data to drive decision making throughout the organization- Knowledge sharing and aligning strategies with colleagues in other countries of operationTeam Building- Hiring the right people and developing their skills and careers to create the next generation of Ugandan business leaders- Creating a performance culture through goal-setting, coaching, measurement, transparency, and empowermentAdministration- Budget setting and management- OKR setting

Nairobi-based Kiva Fellow working to improve Kiva's relationship with Juhudi Kilimo and Honey Care Africa

Performed field-based due diligence of a non-traditional microfinance institutionProvided financial analysis and recommendations in support of a potential partnership

Operational Fellow responsible for Kiva Zip's Kenyan day-to-day operations with clients and M-Pesa, Kopo Kopo, and Echo Mobile business partners.Started SLA initiative to streamline operations and improve customer serviceDesigned IVR-based training proof-of-concept to reduce cost to clientsDesigned SMS-based delinquency management proof-of-concept to reduct cost to clients

Worked on global projects with multiple responsibilities including project management, product managment, and software development.