Led the design and implementation of a digital Loan Workflow & Movement Tracking System at ABC Capital Bank to eliminate manual friction between Relationship Managers, Credit, and Legal teams. Introduced structured stage-based ownership, SLA automation, escalation controls, and real-time pipeline visibility, transforming loan processing from a personality-driven process into a system-driven, performance-governed workflow.

Led the end-to-end design and launch of a mobile lending platform through a three-party partnership with Airtel Uganda and Gnugrid CRB. Delivered a scalable USSD-based digital product that generated measurable revenue within three months and became a strategic proof point for the bank’s digital transformation agenda.

A trust-first peer-to-peer secondhand marketplace for Uganda and East Africa. Built with Next.js 14, Supabase, and Prisma, with Mobile Money payments via an Aggregator, paid listings, identity verification, and automated moderation. All designed to replace informal social-media trading with a structured, monetized platform.

Led integration architecture, process mapping, and technical implementation for a multi-country ERP replacement of a failing legacy ERP with Microsoft Dynamics 365 Business Central across Rwanda and Kenya, partnering with the Product Manager who led vendor coordination while I directed process mapping, integration architecture, and technical implementation of a scalable, multi-country backbone.

Led the multi-country design and rollout of an integrated omni-channel CRM platform across Rwanda and Kenya, unifying voice, chat, social, and e-commerce support into a scalable cloud-based customer operations backbone that improved CSAT by over 30% and enabled regional expansion without operational rebuilds.

Led the enterprise-wide implementation of a cloud-based contract management and e-signature platform, replacing fragmented manual approvals with automated, role-based workflows that reduced turnaround times from weeks to hours and strengthened audit and compliance readiness across multiple countries.

Led the end-to-end GDPR alignment and statutory registration program across Kenya and Rwanda, designing governance frameworks and implementing enterprise-grade security controls that formalized regulatory compliance, strengthened audit readiness, and elevated investor and partner confidence.

Led the multi-country stabilization and cloud migration of Kasha’s call center infrastructure, transitioning from fragile on-prem E1-based telephony to a resilient, CRM-integrated cloud model that delivered near-zero downtime and transformed customer support into a scalable growth enabler.

Led the end-to-end implementation of Odoo Enterprise (Sales, Purchasing, Inventory, Accounting) to replace fragmented paper-based processes with a unified digital backbone, improving stock visibility, accelerating invoicing cycles, and strengthening financial accountability.

Designed and deployed an automated task management workflow for Content & Production teams across JUMIA’s Emerging Markets, replacing an inefficient Basecamp setup with a scalable intake-to-execution system that improved seller content processing and was later adopted beyond the region.

With Jumia's NYSE IPO approaching, IT operations across seven Emerging Markets were running on WhatsApp messages and verbal escalations - no structure, no accountability, no visibility. I designed and rolled out a lightweight ITSM framework from scratch across all seven markets, building structured intake, SLA-governed workflows, and cross-border escalation paths under zero budget. The initiative professionalized IT operations at a critical moment of scrutiny and was later formally adopted across the region.

Building on the ITSM framework I designed across seven markets at JUMIA, I applied the same discipline at Kasha Global, but in a more complex environment: multiple countries, deeper system integrations, and cross-functional teams spanning IT Support, Data, Development, and Infrastructure. I redesigned service delivery from the ground up, introducing centralized intake, automated routing, SLA-governed workflows, and real-time performance visibility, again without extra costs on enterprise tooling. The result was a measurable, scalable service organization that grew with the business.