Kellen Kinyua

Experience

• 

  Cellulant

  Jan 2013 - Jan 2017

  Senior Software Developer & Service Lead

  Led digital payments integration for two major African banks, delivering a seamless and reliable platform with 99% system uptime.

• 

  M-KOPA

  Feb 2017 - Dec 2017

  Lead Business Analyst

  Drove operational efficiency by achieving a 95% on-time delivery rate for critical work items, ensuring timely project progression and minimizing delays. Through effective guidance of scrum teams, I achieved a 95% sprint completion rate, leading to a 20% productivity increase. These achievements underscore my expertise in agile methodologies, team collaboration, and project management, with a focus on optimizing delivery timelines and maximizing productivity within high-performing teams.

• 

  Cellulant

  Jan 2018 - Jan 2020

  Head of Service Management

  Established a dedicated service management team, which led to a significant improvement in customer experience, achieving a 90% satisfaction rate in the first year. By implementing proactive Service Level Agreement (SLA) management and standardized reporting processes, I reduced churn rates by 25%, enhancing client retention and fostering long-term relationships. This role has demonstrated my expertise in team leadership, customer satisfaction, and strategic SLA management, driving service excellence and operational efficiency. Show less

• 

  Cellulant

  Jun 2020 - now

  Experienced leader with a passion for driving operational excellence and customer success in the fintech industry. As the Vice President of Group Service Delivery at Cellulant serving 300+ customers across 18 markets in Africa, I spearhead strategies to enhance service delivery and drive business growth.With a background in Software Engineering and a BSc from Kenyatta University, my career has evolved through various leadership roles within the company. Starting as a Software Engineer, I quickly advanced to Group Head of Customer Success and Group Head of Settlement & Reconciliation Operations.My expertise spans the entire service delivery lifecycle, from integration and onboarding to post go-live support and growth strategies. I am dedicated to streamlining operations and adopting best practices to ensure the highest level of service delivery. Show less

  • VP: Group Service Delivery

    Apr 2024 - now

  • Group Head: Settlement & Reconciliation Operations

    Sept 2023 - Apr 2024

  • Group Head: Customer Success

    Jun 2020 - Aug 2023