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Susan Gatiba Operations Leader

I am a senior Service Delivery and Operations leader with 10+ years of experience across BPO, customer experience, logistics and fintech.

Throughout my career, I have led complex, multi-client operations, built high-performing teams, improved customer experience and introduced systems that make operations more efficient, measurable and scalable.

My approach combines people leadership, operational discipline, data-driven decision-making and technology. I am particularly interested in using AI and automation to eliminate repetitive manual work, improve visibility, strengthen quality and enable teams to focus on higher-value work.

I have delivered measurable improvements including significant gains in productivity and customer satisfaction, while reducing operational costs.

I enjoy solving operational problems that sit at the intersection of people, processes, technology and customer experience.

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Susan Gatiba - Operations Leader

Driving Ambiguity to Working Systems

Comfortable owning problems with no defined shape, driving them from ambiguity to a working system, and exercising judgment on when to build, standardise, or leave alone.

Service Delivery

Ensuring high-quality output and operational excellence across all project phases.

Vendor & Partner Management

Building and scaling strategic relationships to drive mutual business value.

Resourcing

Optimizing talent allocation and capacity planning for maximum impact.

Cross-Functional Execution

Driving alignment across Africa, Europe, and the Americas.

Budget Management
Coaching Distributed Teams

Core Competencies & Tools

A comprehensive toolkit for operational excellence, process design, and team leadership.

Operational Systems Design

Vendor Management

Budget Control

Performance Management

Data-Driven Reporting

Tools Showcase

Salesforce
HubSpot
Jira
Asana
Power BI
Tableau

Career Highlights

A track record of scaling operations and leading distributed teams to achieve high-growth targets.

Senior Service Delivery Manager

Influx

  • Lifted regional productivity by 32%

  • Reduced turnaround by 27%

  • Managed 150+ staff

Senior Ops Manager

Sendy Ltd.

  • Increased efficiency by 30%

  • Cut overhead by 15%

  • Strengthened SLA to 75%

Ops Manager

Kopo Kopo Inc.

  • Improved response times by 25%

  • Sustained 98% CSAT

Education & Continuous Learning

Committed to staying at the forefront of technology, AI, and modern management practices.

Education

  • Bachelor of Commerce (Finance Major)

    Catholic University of Eastern Africa

Certifications

  • Google AI Essentials

    Google

  • Google Prompting Essentials

    Google

  • ALX AI Starter Kit

    ALX

  • ALX AI Career Essentials

    ALX

  • Google Project Management

    Google

Let's Build Resilient Operations

Ready to scale your systems and empower your distributed teams? Let's connect.

susan.gatiba@gmail.com +254 722 780 663
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