Kelvin Tay
Accra
Summary
A results-driven Product Manager with over five years of experience building and scaling technology products across Africa's financial technology and telecommunications sectors. Proven ability to deliver solutions for both B2B and consumer segments, with deep, hands-on experience in the Ghanaian market, and a track record of launching products in other key African countries.
Overview
8
8
years of professional experience
Work History
Payments & Commerce Product Manager
Chipper Cash
06.2023 - Current
- Spearheaded a strategic overhaul of our payment infrastructure that increased reliability by 10%, reduced costs by 40%, and expanded our network with 10+ new payment destinations, achieved by integrating with national switches (Ghana, Rwanda) and major payment providers (Nigeria and Uganda), launching cost-saving Virtual Bank Accounts (Nigeria, Uganda, and Rwanda), and a link mobile money wallet feature (Ghana).
- Increased foreign exchange (FX) revenue by 40% and significantly grew USD deposits by leading the implementation of multi-currency (USD balance) wallets across Nigeria, Uganda, and Rwanda, and launching innovative, stablecoin-backed U.S.-domiciled bank accounts in Nigeria and Ghana.
- Led the end-to-end product launch in Zambia by building the full product stack (onboarding, account verification, local payouts, collections, and commerce), and then integrating with Western Union for international sending and receiving, resulting in the acquisition of over 2,000 new users in the first month.
- Overhauled the Ghana market onboarding experience for both consumers and B2B clients, an initiative that reduced user drop-off by 40% by integrating with the national database, while also launching B2B payments for SMEs with a QR code mobile money collections product that collected over GHS 400K in 5 months.
- Ensured the product stability and operational health of the core investment products (cryptocurrency, stablecoins, and US stocks) across Nigeria and Uganda by prioritizing key fixes and features, while also spearheading the strategic launch of investment products in Ghana (US mutual funds, Ghana stocks, and Treasury bills).
Marketplace Product Manager
Chipper Cash
03.2022 - 05.2023
- Played a pivotal role in a strategic turnaround that improved marketplace profitability by 108%, achieved by renegotiating partner product and service commercials, optimizing pre-funding models, and implementing key product enhancements in close collaboration with business stakeholders.
- Engineered a high-availability system that significantly improved transaction success rates by 50% by implementing redundant provider integrations, failover switching tools, and proactive liquidity monitoring with real-time notifications at specific thresholds.
- Owned the product roadmap for value-added services across four key African markets—Nigeria, Uganda, Ghana, and Rwanda—launching new and optimizing existing partner API integrations to diversify revenue, and drive a 40% increase in monthly active user (MAU) engagement.
- Led the optimization of internal operational processes for customer support and finance teams by building automated tools for recurring product issues, such as pending transactions and outdated data bundles, to cut average ticket resolution time by 30%.
- Led a full-cycle product discovery process, defining key user personas and problem statements through numerous market analyses, customer interviews, and customer surveys, which resulted in a prioritized backlog based on goals and boosted must-have and should-have feature adoption.
Marketplace Product Operations Lead
Chipper Cash
01.2022 - 09.2022
- Acted as a bridge between customer operation, product, and engineering teams on all marketplace product issues, bug resolution and feature requests.
- Provided support to the Customer Operations team with customer issues and escalations in relation to marketplace products.
- Conducted monthly service providers' performance reviews to discuss our existing partnership, service delivery, SLAs, dashboard and float visibility.
- Subject matter expert of the Chipper product operationally (Marketplace) and work with internal and external teams to resolve the most complex issues.
- Assisted with marketplace product launches (and other product launches) when called upon - particularly with testing, creation and maintenance of documentation, incident management, and post-launch monitoring.
- Monitored revenue & transaction volume weekly to understand trends and patterns within the Marketplace offering within all countries to make informed product led decisions.
B2B Mobile & Value-Added Services Product Manager
AirtelTigo
03.2021 - 01.2022
- End to end management of about 500 products consisting of airtime based products, device products and resource based products (Voice, Data & SMS).
- Built 8 new mobile products from discovery for B2B customers supported by market data and competitive analysis and which have increased product revenue consistently month on month.
- Led a cross functional team through the discovery, development, and improvement of new and existing mobile products and services to solve customer problems and needs while meeting agreed cost, quality target and timelines.
- Built prepaid services for B2B customers which facilitated customer upfront payments to drive data bundle revenues through the sale of Routers and MiFis and oversaw their successful marketing campaigns.
- Maintained healthy relationship with customers by assisting the customer experience team with after sales support on newly shipped and existing products. This provided valuable feedback on some issues customers faced after products are shipped which was used to drive continues improvements on products and services.
- Trained customer experience and sales teams on mechanics of newly launched products as well as developing a directory of frequently asked questions (FAQs) to improve front product knowledge and engagement.
Product Experience Executive
AirtelTigo
08.2018 - 02.2021
- Developed a tool to collect feedback from customers interacting with AirtelTigo executives via a reverse USSD pop up to rate their experience with our executives.
- Empowered and trained all front-end executives on all new product and service mechanics as well as any changes on existing products and services.
- Performed User Acceptance Tests for the SIM registration application across all channels mobile application, web application, SMS and USSD to ensure clean Know Your Customer (KYC) details and industry filter implementation to meet industry set standards.
- Developed end to end User Acceptance Tests, User Interface Tests, Functional Tests and Manual Tests on the newly launched AirtelTigo mobile app to enhance customer utilization and user experience.
- Reviewed and re-engineered all consumer notifications and major USSD menus for all products and services to improve user experience and efficiency by a great margin.
B2B Commercial Performance Analyst
AirtelTigo
05.2018 - 07.2018
- Assisted the enterprise value manager with upselling and cross-selling of mobile data products to existing customer base.
- Undertook special projects to identify service quality issues and revenue leakages.
- Created a dashboard to track and monitor sales visits for the sales team month on month and validated the inputs.
B2B Mobile Product Executive
AirtelTigo
12.2017 - 05.2018
- Coordinated the product development process for a new product that contributed to departmental revenue target in 2018 and lead a team in the deployment and testing of 1,730 devices across Greater Accra region.
- Assisted the mobile product manager by coordinating and facilitating the development of a mobile product that contributed to the departmental revenue target in 2018.
B2B Provisioning Executive
AirtelTigo
09.2017 - 12.2017
- Activated mobile postpaid and hybrid lines from all regions that contributed Ghs13,964 to departmental revenue target in 2018.
- Provisioned all mobile postpaid and hybrid activations within stipulated service level agreements.
- Worked with customer experience to manage all mobile change requests.
B2B Customer Experience Executive
AirtelTigo
09.2017 - 09.2017
- Addressed customer complaints and issues with our mobile products.
- Reached out to customers on their issues and enquiries with our products.
- Provided aftersales support to 95 customers on a mobile package.
Education
Project Management
Project Management Institute
11-2025
Advance Product Management -
Udemy
02.2023
Certified Product Manager -
Association of International Product Marketing & Management
06.2022
Complete product management course -
Product Dive
01.2022
Technology 101 for Product Managers -
Hello PM
11.2021
Practical Product Management -
Udemy
09.2021
Career Guide for Product Managers -
Product Plan
03.2018
Bachelor of Arts - Psychology and Theatre Arts
University of Ghana
11.2017
General Arts -
St. Augustine's College
09.2014
Skills
- Ruthless prioritization and execution
- Rapid user discovery
- Cross-functional leadership and influence
- Data-informed decision making
- Technical literacy
- Business and market acumen
- Adaptability and speed
Personal Information
Nationality: Ghanaian
Key Competencies And Skills
- 5+ years experience and proven track record of building and iterating successful products with cross-functional teams.
- Good data analytics and quantitative skills to analyze data to inform product decisions.
- Excellent skills in the Microsoft Office Suite (Word, Powerpoint, Excel, Teams and Sharepoint) and Google suite of products (Google docs, Sheets and Slides).
- Fast learner and ability to work in a fast-paced, agile, start-up environment.
Timeline
Payments & Commerce Product Manager
Chipper Cash
06.2023 - Current
Marketplace Product Manager
Chipper Cash
03.2022 - 05.2023
Marketplace Product Operations Lead
Chipper Cash
01.2022 - 09.2022
B2B Mobile & Value-Added Services Product Manager
AirtelTigo
03.2021 - 01.2022
Product Experience Executive
AirtelTigo
08.2018 - 02.2021
B2B Commercial Performance Analyst
AirtelTigo
05.2018 - 07.2018
B2B Mobile Product Executive
AirtelTigo
12.2017 - 05.2018
B2B Provisioning Executive
AirtelTigo
09.2017 - 12.2017
B2B Customer Experience Executive
AirtelTigo
09.2017 - 09.2017
Project Management
Project Management Institute
Advance Product Management -
Udemy
Certified Product Manager -
Association of International Product Marketing & Management
Complete product management course -
Product Dive
Technology 101 for Product Managers -
Hello PM
Practical Product Management -
Udemy
Career Guide for Product Managers -
Product Plan
Bachelor of Arts - Psychology and Theatre Arts
University of Ghana
General Arts -
St. Augustine's College
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