Lubasi Mpasa
Lusaka
Summary
Strategic Digital Banking Leader with over 15 years of progressive experience in driving business growth across payments, digital finance, Fintech, telecoms, and customer experience. A Harvard, Tufts, and DFI Certified Digital Finance and Fintech Practitioner, known for blending deep industry insight with practical execution to deliver innovative digital solutions. Proven track record in channel strategy, product development, ecosystem partnerships, and commercial leadership. Adept at steering cross-functional teams, optimizing customer journeys, and delivering digital transformation initiatives that enhance service delivery, boost adoption, and generate sustainable revenue growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Cards and Payments Manager
First National Bank Zambia
07.2023 - Current
- Drive business and financial results through the selection, design, development and promotion of new and existing card products or experiences utilizing traditional and emerging capabilities in technology, operations, and data analytics to offer clients a differentiated product experience.
- Uses knowledge of emerging technologies to deliver products to clients through all applicable channels. Prioritizes and makes decisions regarding product recommendations. Develops business case, business plan and roll-out of specific products or experiences.
- Partners with key stakeholders including sales, marketing, operations, and other internal and external service partners. Participates in client-facing and external stakeholder activities to ensure all product offerings or experiences meet strategic goals. Develops product-specific marketing initiatives. Supports risk management, compliance and audit needs as part of the first line of defense. Collaborates with information security and fraud teams to support mitigation efforts.
- Evaluates new systems and/or system enhancements that drive innovation and superior client experience. Continually learns and shares new solutions, systems, and regulations regarding the financial industry to determine how to create and stay competitive in the financial markets.
Acting Head - Digital Banking
First National Bank
05.2022 - 04.2023
- Directed the delivery and optimization of digital banking channels, aligning platform capabilities with business priorities to drive adoption, increase digital usage, and improve service accessibility.
- Led cross-functional teams in the execution of high-impact digital initiatives, enhancing system performance, improving user journeys, and ensuring compliance with internal controls and regulatory standards.
- Designed and implemented a digital ecosystem strategy, integrating third-party partnerships and internal platforms to unlock new revenue streams and expand the bank’s digital footprint.
- Collaborated with IT, innovation, and project teams to deploy enhancements across mobile and web channels, ensuring timely execution, robust risk controls, and alignment with customer needs.
- Streamlined digital delivery processes using agile frameworks and service design principles, reducing time-to-market and increasing operational efficiency across self-service platforms.
- Championed a culture of data-driven decision-making by establishing KPIs and performance dashboards to track customer experience, platform uptime, and digital ROI.
Digital Banking Manager
First National Bank Zambia
09.2014 - 06.2023
- Responsible for discovery, development, and improvement of existing digital channels within the specific product segments.
- Oversee all Business Solutions for the segment related to Digital Bank to ensure that they are delivered and deployed cost effectively.
- Ensure that all product and channel commitments are implemented and maintained to required standards.
- Ensure compliance of all products and services managed based on regulation and laws of Zambia.
- Work with sales team to sell products and services to corporate and consumers.
- Own customer experience for Digital with support from the branches, contact center and various stakeholders.
- Engage EXCO and own strategy formulation and execution of bank digital strategy.
- Map digital capabilities to strategic priorities.
- Oversee provision of end-user services, including help desk and technical support services.
- Manage Digital Vendor relations.
- Support the design, development and implementation of the Digital delivery Strategy and customer facing solutions.
Key Account Manager
Airtel Networks Zambia
06.2008 - 08.2014
- Manage Key corporate Accounts for Airtel Zambia including sales, activation, Corporate mobile money acquisition, debt collection, customer service and revenue generation.
- Develop clear and compelling sales pipeline to maximize accounts potential.
- Design/implement suitable corporate packages to acquire revenue-paying customers.
- Contribute to product development based on client needs. Lead successfully multiple simultaneous complex projects and own of the end-to-end product development life cycle from the requirement gathering to product launch.
- Engage and partner with the regulator on emerging technology trends and POC's.
- Alert clients to new or improved products/services.
- Analysis of market/competitor trends to anticipate and advise on impact of competitor activities on Airtel customer acquisitions.
- Successful Management of Ewallet portfolio and realizing over 400% base and transaction increase.
- Launched the following services while maintaining current portfolio: Smart Device Loans: A loan model product that enables customers acquire micro loans in Smart device form to increase digital usage and uptake. Bank to Mobile Money interoperability and vice versa.
- Consistently achieved above 100% of annual targets in acquisition and revenue.
Education
M.B.A - International Business
University of Greenwich
05.2019
B.A. HONS - Business studies
University of Greenwich
05.2017
Diploma - Business
Institute of Commercial Management
12.2007
Skills
- Digital Channel Strategy & Execution
- Product & Platform Enhancement
- Stakeholder Management & Collaboration
- Agile Project Management
- Digital Ecosystem Development
- Customer Experience (CX) Optimization
- Compliance & Risk Management in Digital Channels
- Data-Driven Decision Making
Certification
- Fintech - Harvard Business School online
- Certified Digital Finance practitioner - Tufts/DFI
- Visa payments Lab
- AI certification - APMG
- Project management institute - User requirements and BC development
- Six Sigma Greenbelt & Blackbelt
- Certificate in Digital Money
- Leading Digital Money Markets
- Mobile Money Operations
- Digitizing Agriculture
- Digital Humanitarian Payments
- Product management for Fintech
- Certified gender Equity Change Maker - Tufts/DFI
- Blind spots: Gender in Digital Payments
- Foundations for Gender Equity
- Organizations and gender
- Practical skills for leading gender change
- Finance for Non-finance Managers
References
- Gilbert Lungu, Country Director, Cellulant Zambia, +260978981417
- Fred Kusaloka, Sales Director - SeedCo Zambia, +260978980166
- Maria Chitomfwa, Export Manager- Parmalat, +260978980632
Timeline
Cards and Payments Manager
First National Bank Zambia
07.2023 - Current
Acting Head - Digital Banking
First National Bank
05.2022 - 04.2023
Digital Banking Manager
First National Bank Zambia
09.2014 - 06.2023
Key Account Manager
Airtel Networks Zambia
06.2008 - 08.2014
Diploma - Business
Institute of Commercial Management
M.B.A - International Business
University of Greenwich
B.A. HONS - Business studies
University of Greenwich
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