Open To Work
Inez MUGURE
Nairobi
Summary
Product Lead with expertise in fintech and traveltech, overseeing end-to-end product lifecycles in B2B and B2C sectors. Leads cross-functional teams to align product vision with strategic growth objectives while optimizing user experiences through data analysis and customer feedback.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Manager & Lead
Triply.co
Nairobi
02.2024 - Current
- Own the end-to-end product lifecycle for core fintech products across B2B and B2C lines, from discovery through delivery and post-launch optimization.
- Defined and maintained product vision, roadmap, and prioritization frameworks to align with company strategy and growth objectives.
- Drove product decisions by analyzing data, customer feedback, experimentation, and behavioral analytics to inform strategy.
- Lead cross-functional execution across engineering, design, QA, data, finance, and operations teams.
- Translated complex fintech workflows - payments, reconciliation, embedded finance, onboarding - into intuitive user experiences that enhance usability.
- Managed trade-offs between speed, risk, scalability, and compliance to ensure product viability in regulated fintech environment.
- Establish and continuously improve product discovery, delivery, and documentation processes.
- Define and monitor product KPIs, surfacing insights to leadership and cross-functional stakeholders.
- Align AML/KYC and fraud management workflows with product features and onboarding controls.
Product Operations Specialist
Chipper Cash
Nairobi
04.2021 - 03.2023
- Acted as the primary cross-functional liaison between finance, risk, engineering, and banking partners to maintain payment operational reliability across markets.
- Investigated and resolved settlement mismatches, funding delays, and posting discrepancies in multi-currency and cross-border payment flows to enhance operational accuracy.
- Built and maintained structured exception logs and resolution tracking frameworks across nine African markets, improving operational visibility for finance, product, and engineering stakeholders.
- Coordinated system-level issue resolution with engineering teams and external PSP partners, transforming operational failures into structured technical briefs to expedite resolutions.
- Monitored transaction flows for anomalies, failed settlements, and revenue gaps, escalating findings to product and engineering with structured root cause analysis.
- Defined and documented operational workflows for new market onboarding to streamline processes and facilitate faster expansion of payment infrastructure.
- Contributed operational insights from cross-market experience into product roadmap discussions, bridging the gap between on-the-ground operations and product decision-making.
Customer Operations Specialist
Chipper Cash
Nairobi
04.2019 - 03.2021
- Managed customer escalations and complex dispute resolution across cross-border payment transactions in nine African markets.
- Investigated failed transactions, incorrect debits, and settlement delays, coordinating resolution across internal teams and external partners.
- Aligned customer-facing resolution processes with AML/KYC compliance requirements and internal policy.
- Supported fraud detection and prevention operations by flagging suspicious transaction behaviour and contributing to case reviews.
- Identified recurring transaction failure patterns and escalated root cause findings, facilitating targeted improvements from product and engineering teams.
- Collaborated with product and operations teams to surface customer pain points and inform roadmap prioritisation.
- Prepared customer operations performance reports to analyze resolution rates, SLA adherence, and escalation trends for strategic decision-making.
Skills
- Product strategy
- Product discovery
- Market planning
- OKR setting
- B2B SaaS
- B2C consumer products
- E-commerce strategies
- User research
Accomplishments
- Built a Regulated Fintech Compliance Stack from Zero Designed Triply's full AML infrastructure — policy, SOPs, merchant risk scoring, and monitoring dashboard — without external consultants.
- Scaled a 16-Person Team from Zero Structure to High Velocity Introduced delivery processes that converted ad hoc execution into a repeatable system across five concurrent product workstreams.
Strengths
- Systems thinker — I see the full picture before writing a single spec, which means fewer surprises in delivery and stronger cross-functional alignment from the start
- Compliance instinct — Having built AML infrastructure from scratch, I design products with regulatory risk already accounted for — not retrofitted after the fact
- Ambiguity tolerance — I thrive in early-stage environments where the playbook doesn't exist yet, turning unclear mandates into structured, executable plans
- Cross-functional glue — I naturally sit at the intersection of engineering, finance, and operations, which means nothing falls through the cracks between teams
- AI-native operator — I actively build and deploy AI tools into my workflows, which means I move faster and produce higher-quality outputs than a traditional PM operating manually
Certification
- IELTS Academic — Overall Band 7.0 (CEFR C1)
British Council | March 2026
Timeline
Product Manager & Lead
Triply.co
02.2024 - Current
Product Operations Specialist
Chipper Cash
04.2021 - 03.2023
Customer Operations Specialist
Chipper Cash
04.2019 - 03.2021