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Work Background
Entain GroupStrategic Partners' Operations Manager
Dec. 2024 - Dec. 2025LondonJoined Entain to manage relationships with their strategic payment service providers, focusing on incident management and operational performance. My background running payment operations for nearly two decades meant I understood both sides of the equation – what the PSPs could deliver and what the business needed from them. The role involved working across WorldPay, PXP, Nuvei and others, coordinating incident resolution, analysing transaction data to identify improvements, and ensuring our partners met their SLA commitments.
§ Reduced Incident Resolution Times: Designed and implemented SOP-driven incident management framework, reducing resolution time from 43 days to 7 days.
§ Improved Payment Success Rates: Coordinated the development and implementation of a smart routing engine that increased deposit success rates by 1% and reduced first-time deposit failures by 1%.
§ Enhanced Vendor Communication: Transformed high-impact incident communications from hours of delay to instant, always-available support through implementing a structured communication playbook with vendors.
§ Delivered Data-Driven Insights: Analysed transaction data using SQL and Tableau to identify inefficiencies, working with the Power BI team to create new reports based on trending insights from partner data.
§ Conducted Payment Code Audits: Performed periodic audits of transaction decline codes across payment providers to ensure adherence to agreed refusal response codes, maintaining the integrity of reporting and decision-making.
§ Supported Crypto Integration: Organised and contributed to a senior committee exploring cryptocurrency integration into the payments ecosystem for deposits and withdrawals.
§ Collaborated with Product, Engineering, and Data teams to standardise operational processes across payment partners.
§ Developed structured communication and escalation playbooks aligned with SOPs.
Bud InfrastructureBusiness & Regulatory Development Consultant
Jan. 2024 - Jun. 2024UKTook on this consultancy role to help Bud Infrastructure navigate regulatory requirements as they expanded into new markets. My understanding of cross-border payments and African financial ecosystems made me well-suited to advise on compliance strategies and help secure new business partnerships.
§ Secured Major Partnership: Brought in a cross-border remittance aggregator with approximately 50 licensed Money Transfer Operators within six months.
§ Facilitated Market Entry: Supported the acquisition of an existing payment entity in a new market through navigation of the country's regulatory agency requirements.
§ Advised on Compliance Strategy: Monitored regulatory developments and provided guidance on policies to ensure compliance with applicable laws and regulations in target markets.
eTranzact Global LtdExecutive Director – Payments Operations, Projects & Technology
Jan. 2020 - Jan. 2024As Executive Director, I had oversight of operations, technology, product development, projects, card services, and network infrastructure. This was the culmination of building this business from the ground up – we were now profitable, compliant with international standards, and a trusted partner to most of the country's banks. My focus during this period was on securing new licensing under government regulations, achieving security certifications, and optimising our cost base through cloud migration.
§ Secured Regulatory Licensing: Led the implementation team for EPSP and Card Scheme licensing under new government regulations, meeting all pre-approval requirements within 8 months.
§ Achieved PCI-DSS Certification: Led the compliance team to attain PCI-DSS certification for the card platform in less than 6 months.
§ Delivered Cost Savings Through Cloud Migration: Led partial cloud migration and cost optimisation initiatives, achieving medium-term hardware cost savings of approximately 40% of CAPEX.
§ Maintained Strong Partner Relationships: Encouraged relationships with banking partners, payment service providers, and regulatory bodies, achieving 'broadly satisfactory' audit status and 95% client retention rate.
eTranzact Global LtdPayments Operations Senior Manager
Jan. 2016 - Jan. 2020In this role I took on direct responsibility for payment operations, focusing on optimising transaction processing, expanding our payment methods, and preparing the organisation for international security certifications. The challenge was to handle significantly increased transaction volumes while improving service levels, we needed to move from weekly merchant settlements to next-day, and our platform capacity needed to scale dramatically.
§ Optimised Platform Performance: Increased platform transaction processing capacity from approximately 10 transactions per second to 150 tps, enabling the business to handle growing volumes.
§ Accelerated Merchant Settlements: Transformed merchant settlement turnaround from once weekly to next-day settlement through improved reconciliation and operational processes.
§ Expanded Payment Methods: Led strategic initiatives to expand payment options from traditional cards to QR codes, USSD, Bank Direct, and mobile wallets, increasing market share from 5.5% to 6.2% within one year.
§ Built Security Foundation: Implemented risk management policies and procedures that laid the groundwork for subsequent security certifications, resulting in zero cybersecurity incidents for more than 4 years.
eTranzact Global LtdOperations Director (Scale-Up Phase)
Jan. 2011 - Jan. 2016GhanaDuring this expansion phase, my focus shifted to increasing profitability and strengthening corporate governance as we prepared for ISO certification. This involved strategic client acquisition, particularly targeting high-value clients in banking and financial services, while building the internal structures needed to operate at a more mature level.
§ Drove Revenue Growth: Achieved average annual revenue growth of 33% over five years, moving the business from loss-making to consistent profitability.
§ Developed Operational Procedures: Developed and standardised SOPs across payment processing, reconciliation, and settlement functions.
§ Implemented Governance Frameworks: ensuring consistency and compliance across operations.
§ Team training: Trained teams on operational standards and process adherence.
§ Built Local Technology Capability: Established a technology team responsible for adapting applications to the local environment and creating white-labelled mobile financial services for merchants and financial institutions.
§ Maintained Low Staff Turnover: Provided guidance, training, and mentorship that resulted in employee turnover of less than 5% during this period.
eTranzact Global LtdCountry Manager (Start-Up Phase)
Jan. 2006 - Jan. 2011Brought in to establish a subsidiary of eTranzact Global in Ghana from scratch. Everything had to be built: the technology infrastructure, the team, the regulatory relationships, and the customer base. The model was B2B, providing digital mobile financial services to banks and payment services to telecoms, educational institutions, and utilities.
§ Built the Business from Zero: Established the subsidiary with full responsibility for operational take-off and regulatory compliance within 12 months.
§ Acquired Banking Clients: Grew the B2B customer base to approximately 15 banks and financial institutions, representing about 60% of banks in the country.
§ Developed Core Infrastructure: Set up systems including back-office operational processes, technology infrastructure, and scalable organisational frameworks to support growth.
§ Built Revenue-Generating Products: Developed and launched key products including remittance aggregation, mobile banking platforms, card and wallet services, and multi-access internet payment gateways.
§ Scaled the Workforce: Grew the team from 1 to support the expanding operation, establishing departments across risk and compliance, business development, products, operations, and technology.
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