Alex Mbaka
Director at Triangle Technology Solutions
Nairobi,Nairobi
Summary
Strategic Information Technology and Business Process professional with over 20 years of experience driving enterprise turnaround and launching innovative solutions. Demonstrated success in optimizing operational efficiencies and enhancing customer experience through advanced technology integration and cost-containment strategies. Currently Director at Triangle Technology Solutions ltd, with prior leadership roles in major organizations, including launching the first transactional Contact Centre in the nation.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Director Technology Solutions
Triangle Technology Solutions Ltd
Nairobi, Nairobi
03.2023 - Current
- Full-time
- Directed technology strategy, aligning service delivery with business objectives and growth priorities.
- Led cross-functional teams to implement process improvements across IT operations and client support.
- Oversaw budgeting, resource planning, and vendor relationships to optimize operational efficiency.
- Oversaw cross-functional teams to improve project execution and operational consistency.
- Directed technology strategy aligned with business objectives and service delivery priorities.
- Established governance processes for solution design, implementation, and client support.
- Evaluated emerging technologies to guide modernization and system improvement decisions.
- Collaborated with stakeholders to define requirements and resolve delivery risks.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
- Drove significant market share growth with launch of innovative product lines.
- Achieved remarkable turnaround of underperforming divisions through strategic leadership and restructuring.
- Cultivated high-performance executive team, selecting and mentoring candidates for key leadership roles.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Technical Advisor (President Advisory Team)
Presidential Advisory Team
Nairobi, Nairobi
01.2025 - 12.2025
- Provided technical support and advisory services to presidential advisory team, enhancing decision-making processes. Offered consulting services on information technology, guiding strategic initiatives for effective technology implementation.
- Facilitated contract negotiations
- Advised leadership on technical policy options supporting executive decision-making.
- Reviewed program proposals for feasibility, compliance, and implementation risk.
- Prepared briefing materials translating complex technical issues into clear recommendations.
- Advised senior leadership on technical implications of policy and program decisions.
- Analyzed complex issues to prepare concise briefings, memos, and recommendations.
- Collaborated closely with cross-functional teams, ensuring optimal integration of new technologies and systems.
- Developed effective strategies for risk mitigation, proactively identifying potential problems before they escalated into costly setbacks.
- Collaborated with personnel to provide updated knowledge regarding industry application standards and specifications.
- Monitored technology infrastructure against core standards to provide technical assessment and advisory services.
Managing Director
AMC Africa Technologies
Nairobi, Nairobi
03.2018 - 03.2022
- Full-time
- Directed operational strategy to align services with client requirements and business goals.
- Led cross-functional teams to improve workflow consistency and execution quality.
- Oversaw financial planning, budgeting, and resource allocation to support sustainable growth.
- Directed large-scale projects from inception to completion on time/budget with strict adherence to quality standards.
- Championed process improvement initiatives to streamline workflows, reduce costs, and enhance productivity.
- Facilitated entry into new international markets, conducting thorough market research and establishing local partnerships.
- Oversaw cross-functional teams, ensuring consistent execution of business plans and service delivery.
- Implemented process improvements, increasing operational efficiency across departments.
- Led executive planning sessions, translating priorities into actionable initiatives for teams.
- Developed organizational policies, supporting compliance, accountability, and sustainable business performance.
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Developed comprehensive business plans, outlining long-term goals and actionable steps toward success.
- Led negotiation of landmark deal, establishing company as key player in new market segment.
- Drove company revenue growth, orchestrating effective sales and marketing strategy that targeted untapped markets.
- Oversaw successful acquisition and integration of competitor, significantly increasing market presence and product diversity.
Head of Channels Operations - AVP
Barclays Bank Kenya
Nairobi, Nairobi
03.2016 - 02.2018
- Directed strategic initiatives to improve operational efficiency across client engagements and internal workflows.
- Led cross-functional teams to implement Lean process improvements and standardize best practices.
- Developed executive plans aligned business goals with performance, quality, and growth objectives.
- Oversaw client relationships, ensuring service delivery, issue resolution, and long-term retention.
- Coordinated daily operations support, prioritizing requests and resolving workflow bottlenecks.
- Maintained accurate records, filing systems, and documentation for efficient information retrieval.
- Trained staff on standard processes, ensuring consistent and accurate task execution.
- Collaborated with other departments to foster smooth operation of daily processes.
- Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.
- Collaborated with cross-functional teams to achieve project goals within specified timelines.
- Improved customer satisfaction by promptly resolving issues and answering inquiries via phone, email, and in-person interactions.
- Increased customer satisfaction by developing feedback system for operations team to address concerns promptly.
- Improved project tracking with introduction of comprehensive task management platform.
- Enhanced data accuracy by overseeing transition to new database management system.
- Enhanced team efficiency by implementing new digital filing system for more accessible document retrieval.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
Ag Head of Customer Service (VP)
Barclays Bank Kenya
Nairobi, Nairobi
11.2015 - 12.2016
- Worked for eight months in a dynamic environment.
- Led customer service teams to resolve escalations and maintain service quality across banking channels.
- Improved complaint handling processes, ensuring timely closure and consistent adherence to bank policies.
- Coordinated customer experience initiatives to strengthen retention and service responsiveness.
- Led customer service operations, aligning service standards with bank policies and customer expectations.
- Resolved complex escalations, ensuring timely closure of complaints and accurate case documentation.
- Coordinated cross-functional support with branch, operations, and compliance teams for issue resolution.
- Oversaw service performance reporting, tracking service gaps and recommending process improvements.
- Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
- Supported company growth initiatives by contributing insights from customer interactions that informed product development or marketing strategies.
- Analyzed customer feedback data to identify trends and areas for improvement, implementing necessary changes accordingly.
- Streamlined department processes for improved efficiency and productivity within the team.
- Implemented quality control measures to ensure consistency in service across all channels of communication.
- Fostered strong relationships with clients through personalized interactions that demonstrated understanding of their unique needs.
- Consistently exceeded performance objectives, demonstrating commitment to excellence in customer service and leadership within the department.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
Country Lead Pitch In (VP)
Barclays Kenya
Nairobi, Nairobi
06.2013 - 03.2016
- Worked for 2 years and 10 months in a professional environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Directed innovation strategy, aligning emerging technologies with business priorities and long-term growth goals.
- Led cross-functional teams through idea evaluation, prototype development, and implementation planning.
- Established governance processes for innovation pipeline, prioritization, and executive review.
- Identified operational gaps and translated them into scalable process improvements and new solution opportunities.
- Guided pilots and proof-of-concept efforts from concept through adoption readiness.
- Implemented agile methodologies in project management, increasing efficiency and adaptability within the innovation team.
- Conducted regular competitor analyses to identify gaps in the market and capitalize on new opportunities.
- Established key performance metrics for monitoring success of innovation initiatives across departments.
- Optimized resource allocation for R&D projects, maximizing return on investment in innovation efforts.
- Developed comprehensive business cases for proposed innovations, ensuring alignment with long-term strategic objectives.
- Secured intellectual property protection for novel ideas, safeguarding the company''s competitive advantage.
- Spearheaded the development of new product lines, driving revenue growth and market expansion.
- Reduced time-to-market for new products with streamlined processes and efficient project management techniques.
- Increased customer satisfaction scores by incorporating user feedback into product design improvements.
- Presented findings from market research studies to executive leadership, guiding data-driven decision-making processes.
- Conducted market research to identify new opportunities and target markets.
Head of Service Quality and Complaints Management
Barclays Kenya
Nairobi, Nairobi
11.2013 - 03.2015
- Worked for 2 years and 11 months in various roles.
- Directed service operations to improve customer experience and strengthen branch support consistency.
- Led service quality reviews, identifying gaps and implementing corrective actions across teams.
- Coordinated cross-functional escalation handling to resolve complex client issues promptly.
- Directed cross-functional teams, clarifying responsibilities and improving response consistency.
- Led service operations, aligning delivery standards with organizational priorities and customer expectations.
- Developed service procedures, strengthening quality control and reducing operational variation.
- Monitored performance trends, identifying gaps and implementing corrective action plans.
- Coached managers and staff, reinforcing accountability and service excellence practices.
- Oversaw reporting and compliance, ensuring accurate documentation and process adherence.
- Spearheaded process improvements that led to increased productivity without sacrificing service quality or customer satisfaction.
- Implemented cost-saving measures to balance department budget while maintaining service quality.
- Championed innovative solutions to address customer needs, leading to increased product offerings and revenue streams.
- Evaluated existing technology infrastructure and implemented upgrades as needed to support efficient service delivery and data-driven decision making.
- Conducted thorough assessments of service processes to identify areas for improvement and implement necessary changes.
- Created a culture of continuous learning through the establishment of regular workshops and training sessions for employees at all levels.
- Developed strong relationships with external partners, fostering collaboration for continuous improvement initiatives.
- Cultivated partnerships with key stakeholders within the organization, enhancing alignment between business units for maximum operational efficiency.
Contact Centre Head (AVP)
Barclays Bank
Nairobi, Nairobi
09.2008 - 11.2013
- 4 yrs 3 mos
- Directed center operations, aligning staffing, service levels, and workflow execution with business priorities.
- Strengthened regulatory compliance by enforcing controls, procedures, and audit-ready documentation.
- Led managers through performance coaching, succession planning, and capability development.
- Directed center operations, aligning service delivery with bank policies, risk controls, and client experience standards.
- Partnered with relationship managers to resolve complex client issues and strengthen account retention.
- Monitored service quality, escalations, and workflow bottlenecks to improve turnaround and operational consistency.
- Implemented process improvements across customer onboarding, documentation, and exception handling.
- Managed regulatory readiness, audit actions, and control testing to support governance requirements.
- Implemented data-driven decision making to improve overall center performance in key areas.
- Developed and implemented emergency response plans for disasters, security issues, and injuries.
- Conducted regular performance reviews, contributing to culture of continuous improvement and professional development.
- Managed crisis situations effectively, minimizing disruption to learning environment and ensuring student safety.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Education
Bachelor of Science - Computer Science/Information Technology
Life University
Atlanta, USA01-2000
Skills
Strategic planning
Project management
Operations management
Digital strategy
IT management
Data analysis
Quality assurance
Client relationships
Partnership development
Contract management
International expansion
Market entry strategy
Business development
Cloud solutions
Data-driven decisions
Certification
advanced certifications from Harvard Business School, Certified Process Professional
Timeline
Technical Advisor (President Advisory Team)
Presidential Advisory Team
01.2025 - 12.2025
Director Technology Solutions
Triangle Technology Solutions Ltd
03.2023 - Current
Managing Director
AMC Africa Technologies
03.2018 - 03.2022
Head of Channels Operations - AVP
Barclays Bank Kenya
03.2016 - 02.2018
Ag Head of Customer Service (VP)
Barclays Bank Kenya
11.2015 - 12.2016
Head of Service Quality and Complaints Management
Barclays Kenya
11.2013 - 03.2015
Country Lead Pitch In (VP)
Barclays Kenya
06.2013 - 03.2016
Contact Centre Head (AVP)
Barclays Bank
09.2008 - 11.2013
Bachelor of Science - Computer Science/Information Technology
Life University
Section name
Enhance with AI
setting and running of Data Centres and contractual obligations of the same
data centres set up
project management