Zedekia Wabwire

Senior Operations and Expansion Leader with 8+ years of P&L ownership across BPO, mobility tech, and SaaS in Sub-Saharan Africa. Proven track record in launching and scaling markets, leading regulatory alignment, and driving multi-country expansion strategies. Led SWVL market entry and operational setup in Kenya, including government partnerships, compliance frameworks, and ecosystem development to support sustainable growth.

Managed at SWVL $20M+ monthly operations budgets, delivered EBITDA turnaround from -200% to +25% and scaled operations from 50 to 250+ agents at Teleperformance. Strong focus on regional expansion, vendor ecosystem scaling, and commercial optimization. Experienced in building cross-market operations, driving market penetration, and aligning operations, sales, and partnerships to unlock new revenue streams across SSA.

Regional Manager - Operations Delivery & Performance (SSA) at Teleperformance (2023-07 – Present)

• Led Sub-Saharan Africa regional operations, managing 40+ cross-functional mid-level managers while scaling headcount from 50 to 250 agents in 8 months.
• Delivered 15% revenue growth in 2025 with 100% business sustainability through strategic workforce planning aligned to SOW and site priorities.
• Owned end-to-end budget planning and resource allocation across a headcount of 250+ agents and 40+ Frontline Overheads driving cost efficiency while sustaining service quality and strengthening strategic partnerships across client, partner, and internal stakeholder groups. Reducing OPEX by 15%.
• Managed end-to-end client lifecycles across multiple accounts from project initiation and implementation through performance reporting and retention, serving as the primary operational point of contact and ensuring consistent delivery against contractual SLAs and client KPIs.
• Designed and deployed data-driven performance frameworks tracking Accuracy, AHT, and Efficiency across 250+ agents, identifying productivity gaps and implementing targeted initiatives that drove measurable improvements across all key delivery streams. Improved accuracy from 80% to 94% MOM.
• Leveraged analytics across multiple delivery streams to surface performance trends and drive strategic improvements, translating data insights into actionable coaching interventions and process redesigns that sustained quality targets at scale.
• Drove a cross-functional onboarding redesign aligning Recruitment, Operations, and Training teams to eliminate handover delays and increase training throughput, supporting the scale-up from 50 to 250 agents in 8 months without compromising ramp quality.
• Reduced new hire performance impact by 8% from Nov 2023 by identifying top performance drivers and creating targeted certification programs.
• Developed LMS curricula for content moderation, Customer experience, and leadership, ensuring consistent skill development across the organization.
• Trained 80+ middle managers in Excel analytics, visualization, and Lean Six Sigma, building organizational performance management capability.

Commercials Manager (Contract) at Western Nyota TV and Radio (2022-12 – 2023-03)

• Generated $200K additional revenue through contract optimization, upselling, and margin reviews.
• Reduced OPEX by 12% via process automation and outsourcing lead generation to BPO.
• Facilitated seamless B2B sales operations, optimizing vendor acquisition and retention costs through datadriven expenditure controls.

Operations Manager (Onboarding, Training, Experience & Growth) at SWVL Technologies Ltd (2021-05 – 2022-11)

• Transformed EBITDA margin from -200% to +25% within 12 months by optimizing supply chain operations and implementing sustainable OPEX strategies for TaaS/SaaS category
• Managed $20M+ monthly operational budget while overseeing 40+ internal and BPO team members across call center, growth, onboarding, and training functions
• Grew SaaS product revenue to $7M monthly through strategic market analysis and customer portfolio optimization
• Elevated walk-in support CSAT from 46% to 91% MOM by launching Qmatic Spotlight system, subsequently rolled out across all SWVL markets
• Reduced vendor churn from 30% to <7% in 5 months by establishing loyalty programs and strategic partnerships (phone, insurance, fuel loans at 5% interest), benefiting 40%+ of vendors while protecting company from default liability
• Enhanced product adoption and engagement by implementing Walk-Me tool for continuous in-app learning and communication on customer and captain platforms
• Formulated automated performance dashboards and reporting systems to track account activities and business metrics across local and regional operations.

Operations & Experience Lead at SWVL Technologies Ltd (2019-09 – 2021-05)

• Spearheaded the end-to-end greenfield launch for SWVL in Kenya, navigating complex government regulatory frameworks and securing all necessary operating licenses and legal compliances.
• Spearheaded growth, scaling fleet operations to more 700 vehicles in 6 months, achieving 90% supply growth in 2019.
• Migrated CRM from Zendesk to Freshdesk, boosting customer and captain CSAT to 85%+ MOM, later rolled out across all global SWVL markets.
• Closed in-ride insurance partnership covering 100,000+ rides within 6 months.
• Improved post-ride CSAT to 90%+ MOM by implementing Vanos for live operations management, triggering captain no-shows and process breach alerts.
• Transitioned experience operations to BPO, reducing costs while maintaining service quality and operational efficiency. The experience reduced OPEX by 21%, and the BPO experience bolted B2C & B2B booking by 15% due to user support experience offered

Business Operations Specialist (Contract) at Motocar Africa (2019-01 – 2019-04)

• Closed 15+ B2B clients in 3 months, contributing 70%+ of GM2 while simultaneously onboarding 140+ driver partners and maintaining 90%+ ride fulfilment with under 5% no-shows.
• Developed driver and B2B operations training materials and managed end-to-end vendor lifecycle including onboarding, partnerships, and supply-demand optimization.

Operations Specialist at MONDORIDE (2017-11 – 2018-12)

• Implemented data-driven retention strategies using customer heat map analysis to optimize driver acquisition, build supply loyalty, and support business profitability targets.
• Managed end-to-end operations across driver acquisition, onboarding, fleet management, live ops, and call centre, providing an early foundation in full-cycle BPO and mobility operations.

Master of Science – Kenya Methodist University (2026-04)

Bachelor of Arts – Moi University (2013-01 – 2017-11)

Diploma – Achiever College of Professionals (2024-08 – 2025-08)