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.

Designed and architected a mobile-first, automated marketplace platform formalizing second-hand trade in East Africa. Built with integrated Mobile Money payments, self-service seller onboarding, and monetization embedded from day one to enable scalable, low-ops growth.

Co-led the end-to-end 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.

* Project: Enterprise-wide Contract Management & E-Signature Workflow Automation using Airslate

* Role: Project Lead - Requirements, Vendor Selection, Workflow Design, Configuration, Rollout & Change Management

* Outcome: Eliminated approval bottlenecks, accelerated decision-making, standardized document governance, and strengthened audit and compliance readiness across a multi-country organization.

* Project: End-to-End GDPR Alignment and In-Country Data Protection Registration (Kenya & Rwanda)

* Role: Program Lead - Regulatory Alignment, Security Controls Implementation, Governance Design & Certification

* Outcome: Achieved formal data protection compliance in two jurisdictions, strengthened security posture, improved brand perception, customer trust, and elevated organizational readiness for audits, partnerships, and investment.

* Project: Multi-Country Call Center Colocation and Cloud Telephony Migration

* Role: Program Lead spearheading Infrastructure Strategy, Vendor Coordination, Telco Integrations & Cloud Migration

* Outcome: Eliminated chronic downtime, stabilized customer support operations, reduced infrastructure costs, and delivered near-zero service outages over a 12-month period.

* Project: Odoo ERP implementation (Sales, Purchasing, Accounting, Inventory) - Keith Associates Uganda

* Role:Project Lead - requirements, design, data migration, training, Go-Live.

* Outcome: Replaced paper/manual processes with an automated Odoo workflow that standardized invoicing, purchase-orders and stock control, enabling data-driven restocking decisions and clear operational accountability.

* Project: Task Management System for Content & Production Teams (Emerging Markets)

* Role: IT Representative (Uganda) - Sole Designer & Implementer

* Outcome: Replaced an unintuitive Basecamp setup with an automated, scalable workflow adopted across Emerging Markets and later the Big Five.

* Project: Nyonta Liquors - Online Liquor Retail Business

* Role: Founder & Product Lead

* Outcome: Built a compliant, payment-enabled e-commerce liquor platform introducing curated and quality alcoholic brands to the Ugandan market.

* Project: Design and Rollout of an IT Service Management & Ticketing Framework for Emerging Markets

* Role: As IT Representative (Uganda) & “Regional Change Agent”, I handled Process Design, Tooling Architecture, Rollout & Adoption

* Outcome: Introduced structured IT service management across 7 African markets, improved issue resolution visibility, enabled SLA tracking, and materially increased operational efficiency, contributing to regional trust and accelerated career progression in the organization.

* Project: Re-Design and Deployment of a Custom IT Service Management & Ticketing Framework

* Role: As Regional IT Manager, I played the role of Solution Architect, Workflow Designer, Implementer & Service Owner

* Outcome: Centralized issue reporting, introduced SLA-driven IT operations, built a measurable service function, and improved end-user satisfaction without purchasing an enterprise ITSM tool.