Open to opportunities

eric mulu User

@ericmuluuser

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Fintech operations leader scaling payment platforms, resilient operating models, and compliance-driven growth.

Kenya

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What I'm looking for

I’m seeking a senior operations role to scale payment platforms, manage complex distributed teams, and strengthen resilience in regulated, high-growth contexts—using my fintech operations management and process optimisation track record.

I’m an operations and fintech leader with 8+ years of specialised experience spanning payment systems, mobile money platforms and distributed operations management across regulated environments. I build resilient, people-centred operating models that balance service reliability, compliance and scalable growth in high-velocity fintech and technology organisations.

I’ve delivered measurable impact, including a business continuity framework that lifted system uptime to 93%, cross-border payment expansion through bank partnerships, and onboarding redesigns that improved merchant retention to 87%. I lead cross-functional, multi-country teams while optimising processes through data-driven decision-making and automation.

In my current role as an Operations Manager, I lead a pod of Executive Partners supporting senior executives across the USA and Canada, standardising onboarding and quality assurance workflows and resolving escalations within defined SLAs. Previously as an Operations Lead, I implemented business continuity and disaster recovery frameworks, improved transaction processing efficiency with NFC integrations, and expanded cross-border payments through formalised banking partnerships.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Athena

Jun 2025 - Present (1 year)

Led a pod of Executive Partners supporting senior executives across the USA and Canada, improving client satisfaction and delivery consistency through structured goal-setting and performance reviews. Standardised onboarding and quality assurance workflows, reducing early-stage delivery issues by 27% via playbooks and remote-first training.

Remote Operations Management Quality Assurance Playbooks Escalation Management

Operations Lead

iPay

Oct 2023 - Jun 2025 (1 year 8 months)

Implemented business continuity and disaster recovery, increasing system uptime to 93% and improving customer satisfaction through tested recovery protocols. Integrated NFC-enabled payment devices with third-party vendors (+19% transaction processing efficiency), managed a 10-person team across eight countries (-18% response times), and improved merchant retention to 87% by redesigning onboarding

Business Continuity Planning NFC Payment Vendors Cross Border Payments Merchant Onboarding Frameworks Operational Risk Management

Project Manager - Airtel

Fine Media Limited

Jul 2020 - Oct 2023 (3 years 3 months)

Expanded Airtel Kenya’s operational workforce from 230 to 430 staff (including ICT teams in Kenya and Dubai), delivering 7% gross additions growth in the first year and sustaining YoY growth above 3% through workforce planning and performance management. Reduced partner and employee onboarding time by 29% via standardised training and induction, and established a scalable franchise operating model

Project Management Workforce Planning Performance Management Stakeholder Management Market Adoption Analysis

Sales & Marketing Manager

Pajax International

Dec 2019 - Jun 2020 (6 months)

Built and managed a multidisciplinary team of seven creatives and technologists, delivering digital solutions that increased inbound demand. Increased social media engagement by 31% through targeted campaigns using audience insights, while managing budgets for ROI and producing daily sales/performance reporting to improve pipeline visibility and decision-making speed.

Digital Marketing Strategy Inbound Sales Campaigns Sales Reporting Marketing Analytics Team Leadership