MUKUPA JOHN KATEMA

• Strategic Operations Leadership

· Develop and execute operational strategies that support the company's business objectives and growth targets

· Oversee daily operations across all departments including technology, customer service, risk management, and compliance

· Drive operational efficiency and cost optimization while maintaining service quality

· Build and scale operational infrastructure to support rapid growth and market expansion

• Technology and Product Operations

· Collaborate with CTO and product teams to ensure seamless product development and deployment

· Oversee platform reliability, system performance, and technical infrastructure

· Implement and monitor KPIs for system uptime, transaction processing, and platform scalability

· Drive digital transformation initiatives and operational automation

• Regulatory Compliance & Risk Management

· Ensure compliance with financial regulations (KYC, AML, data privacy, consumer protection)

· Work with legal and compliance teams to maintain licenses and regulatory relationships

· Develop and implement risk management frameworks and internal controls

· Oversee audit processes and maintain relationships with regulators and auditors

• Customer Operations & Experience

· Build and lead high-performing customer support and operations teams

· Design and optimize customer onboarding, verification, and service delivery processes

• Financial Operations & Analytics

· Partner with CFO on financial planning, budgeting, and resource allocation

· Oversee vendor relationships, procurement, and contract management

· Implement data analytics and business intelligence systems for operational insights

· Drive revenue operations and optimize unit economics

• Team Leadership & Culture

· Build, mentor, and retain world-class operational teams

· Foster a culture of operational excellence, innovation, and continuous improvement

· Lead cross-functional collaboration across technology, product, finance, and business teams

Develop succession planning and talent development strategies

• Develop and propose effective growth strategies tailored to the Zambian market, taking into account local regulations, economic conditions, and consumer behaviour.
• Develop and implement strategies to grow the user base of the Company's projects in Zambia, with a focus on sustainable, compliant growth.
• Established and maintained relationships with financial institutions, merchants, and partners in Zambia to enhance strategic collaboration.
• Conduct comprehensive market research to identify key features, trends, and opportunities in the Zambian financial technology sector.
• Assessed and reported on partnership performance, recommending adjustments to align with company objectives and local market conditions.
• Develop clear, culturally appropriate explanations of VeryPay's product suite for partners and end-users, ensuring compliance with local financial regulations and AML requirements.
• Conceptualize and execute offline marketing initiatives that enhance brand visibility and resonance with the local audience.
• Set revenue targets and optimized operational costs to align with company's global financial objectives and local regulatory requirements.

• Developed and implemented targeted sales strategies that increased bulk payments revenue by engaging new customer segments.
• Achieved revenue targets from bulk payment transactions.
• Coordinated national sales and distribution teams to streamline bulk payment processing, enhancing overall transaction efficiency.
• Built and maintained relationships with key government stakeholders to enhance mobile money transactions.
• Conducted sales activities that met and exceeded revenue goals with new and existing customers.
• Recruited merchants across administrative districts to ensure trade presence.
• Expanded collections and revenue streams from government payments across various services, strengthening financial partnerships.
• Forecasted, planned and reviewed budgets for the corporate section while optimizing operational procedures for productivity.

• Converted leads into customers and finalized contracts.
• Marketed enterprise payment solutions, increasing corporate adoption.
• Identified and tracked new leads, enhancing sales pipeline management in ASANA.
• Expanded international money remittance services in Asia.
• Coordinated marketing campaigns, driving engagement for Asian remittance services.
• Managed customer relationships and cash logistics for payments.
• Followed up on leads from digital support and stakeholders.
• Conducted research on black market foreign exchange rates to understand market trends.

• Fostered customer relationships, enhancing satisfaction and retention rates.
• Gathered customer experience insights through market interactions.
• Drove service improvements through idea generation and implementation of best practices.
• Analyzing agent and consumer behavior on JUMO products.
• Maintained relationships between JUMO and partners.
• Trained call center staff and partners on customer service protocols to improve support quality.
• Assessment of product performance with agile product development experience.
• Conducted customer insights, call center statistics, landscape research, and social media reports to inform strategy.

• Acquired new corporate partners and managed existing relationships, contributing to revenue target achievement.
• Drive revenue growth of existing and new clients.
• Conduct sales activities to achieve revenue objectives for current and potential clients.
• Manage partner relationships and satisfaction for assigned portfolio.
• Onboard merchants and manage Airtel Money accounts and customer queries.
• Liaise with agent network, supervise and motivate agents to meet performance goals.
• Coordinated with operations and technical teams to ensure timely partner rollouts.
• Trained call center staff on new partnerships/products, improving customer awareness.
• Establish new distribution channels amongst corporates and financial institutions.

• Grew revenue market share by enhancing recharge availability and promoting Airtel products, including Airtel Money, 3G data dongles, and low-cost handsets.
• Increased customer market share by boosting prepaid activations through retailer partnerships.
• Strengthened distribution by maximizing retail, SIM, and data selling outlets.
• Enhanced top-of-mind awareness through effective branding and visibility initiatives, maximizing retailer engagement in the assigned territory.
• Manage sales team to achieve targets and drive revenue.
• Oversee sales team at Know Your Customer (KYC) distribution points and manage devices in the assigned territory.

• Assessed loans and conducted credit analyses to support informed lending decisions.
• Prepared contracts and documents for credit disbursement, ensuring compliance and accuracy.
• Maintained credit documentation and other records related to the credit portfolio.
• Oversaw the implementation of the Credit Committee's decisions.
• Marketed bank products to achieve favorable market response.
• Entered data regarding credit decisions and maintained information about the bank's clients.
• Maintained the database and statistical information of the credit portfolio.

• Coordinated logistics and daily operations to support business continuity.
• Supervised daily staff activities to enhance customer service in retail environment.
• Provided timely sales reports.
• Managed accounts to ensure accurate financial record-keeping.

• Implemented sales and marketing strategies to increase customer engagement.
• Managed stock usage to enhance resource allocation efficiency.
• Monitored inventory levels to maintain optimal stock availability.