Faisal Nsubuga

Led Strategic Growth & Performance for Pivot Pay

Key Responsibilities & Achievements:

• Develop and execute growth strategies, achieving a 40% increase in app downloads and onboarding over 10,000 new users, driving substantial revenue growth.
• Conduct comprehensive market research and competitor analysis, proactively identifying trends and optimising product offerings to meet customer demands.
• Negotiate and establish strategic partnerships with key financial institutions, significantly enhancing user engagement, retention, and overall app visibility.
• Lead, mentor, and train a high-performing business development team of 8+ members, transforming entry-level staff into effective sales professionals.
• Ensure full compliance with regulatory requirements (GDPR, AML, KYC), facilitating sustainable business scaling.
• Maintain accurate sales and revenue records, prepare compelling proposals and contracts, and regularly present strategic insights to senior management.

Led Successful Launch & Growth of Neo-Banking Wallet

Key Responsibilities & Achievements:

• Conducted user research to inform targeted growth strategies, driving significant GPV between the UK and Uganda within two months.
• Monitored transactions to promptly resolve performance issues, maintaining optimal system efficiency.
• Optimised payment routing through data-driven analysis, improving efficiency and user experience.
• Led cross-functional collaboration across product, marketing, and operations teams to align growth initiatives.
• Established strategic partnerships with UK-based communities, boosting user acquisition.
• Negotiated competitive foreign exchange rates, enhancing customer satisfaction and retention.

Successfully Led Strategic Launch and Rapid Growth of Taptap Send

Achieved Consistent Daily GPV of $500,000

Key Responsibilities & Achievements:

• Directed market entry initiatives targeting the Ugandan community, achieving consistent daily Gross Processing Value (GPV) of $500,000.
• Established strategic partnerships with local businesses, community leaders, and organisations, significantly boosting brand visibility and customer acquisition.
• Launched targeted online and offline advertising campaigns, resulting in a 40% increase in new customer acquisition within three months.
• Built and led a high-performing team of community ambassadors, enhancing brand advocacy and customer engagement within the Ugandan diaspora. Continuously analysed market performance data to refine strategies, optimise campaigns, and drive sustained growth.

Key Responsibilities & Achievements:

• Led planning and execution of community workshops and events, benefiting 500+ community members annually.
• Managed programme budgets totalling over £150,000, ensuring accurate financial oversight and efficient use of resources.
• Strengthened relationships with community partners and funding organisations, achieving a 30% increase in repeat collaborations and funding support.
• Coordinated the recruitment, onboarding, and management of 50+ volunteers and staff members, improving operational effectiveness.
• Developed targeted communication strategies, increasing programme participation.
• Secured strategic partnerships and additional funding streams, boosting overall programme sustainability by 25%.
• Partnered closely with Jobcentre to upskill over 100 unemployed individuals, successfully transitioning 70% of them into stable employment.
• Increased community engagement by launching skills enhancement initiatives, resulting in an 80% participant satisfaction rating.

Customer Service & Work Capability Assessment Professional

• Managed 30–50 complex inbound calls daily at Universal Credit (DWP), efficiently handling sensitive enquiries including eligibility verification, payment issues, and claimant support.
• Conducted detailed telephone-based Work Capability Assessments (4–5 daily), thoroughly evaluating claimant health conditions, work limitations, and eligibility for Universal Credit and ESA.
• Delivered comprehensive and compliant medical reports, dedicating 30–60 minutes per assessment to accurate documentation and administrative tasks.
• Successfully resolved approximately 20 complex customer complaints weekly, significantly enhancing claimant satisfaction and retention.
• Streamlined administrative processes and reporting, improving overall operational efficiency by reducing call wrap-up times and report turnaround.
• Collaborated closely with internal teams to ensure accurate and timely payment processing, directly improving claimant experience and operational accuracy.
• Consistently maintained high standards of confidentiality, empathy, and professionalism, positively impacting claimant trust and satisfaction with DWP services.

Operations Supervisor – Aligned with Yodel’s Operational Excellence

• Oversaw daily operations for a high-volume station, managing 2,000+ packages per day and leading 15+ associates to achieve on-time dispatch and delivery targets.
• Measured and monitored workflows using key performance metrics (on-time delivery rate, fulfillment accuracy), providing shift updates to frontline management and maintaining operational excellence.
• Trained and supervised team members in daily tasks, boosting service quality and ensuring strict adherence to safety and quality standards.
• Supported the Station Manager in projects that improved processes, enhanced workforce engagement, and fostered a safe working environment.
• Collaborated with cross-functional departments (e.g., accounts, HR) to resolve common performance challenges, contributing to 10% gains in overall efficiency.
• Leveraged advanced data analytics (Excel, workflow dashboards) to pinpoint operational inefficiencies, strengthen safety protocols, and drive measurable productivity improvements.
• Led daily standup briefings, providing clear communication and feedback, conducting audits to maintain compliance, and adjusting staffing in real-time based on priority tasks.
• Maintained effective scheduling to align staffing levels with peak demand, driving a 5% reduction in overtime costs.
• Regularly reviewed SOPs, ensuring continuous improvement and updating best practices to stay aligned with evolving operational requirements.