Abraham Otieno — Operations Manager & Chief of Staff

Chief of Staff — Apr 2026 – Present

Previously Executive Partner to the CEO (Jan 2022 – Mar 2026). Elevated to Chief of Staff after four years building the company's operational infrastructure — now accountable for senior administration, C-suite alignment, and organisation-wide strategic execution.

• Bridge between senior leadership and Executive Partner teams — ensuring every member gets the support they need while the business delivers on its commitments.
• Lead cross-functional decision tracking across all departments — every commitment has a named owner, a deadline, and visible status without exception.
• Architect the operating rhythm of the business: planning cycles, business reviews, and performance deep-dives that turn strategy into outcomes.
• Scaled the remote agent workforce to 200+ — designing onboarding curricula, performance frameworks, and QA systems across multiple time zones.
• Engineered operational workflows delivering an 80% improvement in team response times — standardising protocols and building the SOP library that became the backbone of daily operations.
• Delivered 15+ client projects end-to-end with a 100% on-time completion rate across multiple time zones.
• Owned the CEO's entire executive infrastructure — calendar, inbox, board prep, strategic reports, and stakeholder briefings — converting organisational complexity into decision-ready clarity.
• Built reporting dashboards giving leadership real-time visibility across all business units, replacing status-chase meetings with structured weekly accountability cycles.
• Concurrent execution: ran this role simultaneously with a senior position at MSTRpay (Mar 2025–Mar 2026) — two leadership teams, two sets of priorities, without a single missed commitment across either.

Country Lead & Executive Partner to Global CPO

• Operational nerve centre for MSTRpay's Kenya market entry — country-level Chief of Staff to the Global CPO, coordinating directly with the Founder and CEO.
• Coordinated JV negotiations and capital partnership development with microfinance banks and development finance institutions — facilitating term alignment and multi-stakeholder communication.
• Maintained a real-time pipeline tracking system covering 20+ active partnerships, giving the Global CPO full structured visibility across a multi-timezone operation.
• Managed executive calendars, board-level coordination, and senior communications across EU, African, and US time zones simultaneously.

Customer Operations Executive

• Delivered operational excellence within one of East Africa's most recognised asset-finance platforms, serving low-income households across Kenya with digital financial services.
• Managed CRM systems at scale, maintaining data accuracy and producing weekly performance reports that directly informed senior management decisions.
• Optimised ticket tracking and follow-up workflows — contributing to measurable improvements in response SLAs across a high-volume multi-channel operation.

Remote Operations & Campaigns Support

• Supported remote operations and digital campaign execution for a fast-growing fintech lender — managing social media scheduling, performance reporting, and virtual team coordination.
• Developed processes to streamline virtual team coordination and task tracking — an early foundation in workflow design that has defined every senior role since.