Upendo and Jasmine: Building career was an uphill journey

Dar es Salaam. For many people, finding employment has never been an easy undertaking. But for the two ladies in this story, , it is safe to say that it was jobs that looked for them.

They both work at UBX Tanzania Limited. Upendo is the business development and analytics manager in service delivery, and Jasmine is the domestic payment manager.

Upendo is a highly skilled professional with diverse skills in the information technology sector. Just two weeks before her final university exams, Upendo learned that UBX wanted to hire her as a technical sales executive immediately after graduation.

She joined the company, and a few years later she was promoted to services integration manager in the service delivery department.

She says, with time, she developed an interest in data-driven decision making as she realized how it helped foster effective performance and progress with her clients.

She, therefore, decided to take a break to learn about emerging technologies to sharpen her analytics skills.

“I have just come back to UBX at the middle of last year, and it has been great seeing how I can use these new skills in my current roles in business development and service delivery,” says Upendo.

Upendo is currently responsible for ensuring that UBX clients receive seamless services that align with the company’s core values of quality service.

Her job, like any other, presents challenges in two areas, and it is her responsibility to lead her colleagues in finding solutions. Service delivery and business development are the two areas. In these areas, she focuses on incorporating data analytics into daily operations.

She says becoming data-driven is an expedition. It calls for consideration of existing processes, skills, infrastructure, and culture to collect, manage, and analyse data effectively.

One of the main challenges she faces is leading people away from the traditional habits of relying on gut instincts and experience in making decisions and toward trusting data and analytics. Resistance to change, if any, may be due to a lack of understanding of the benefits that data and analytics can bring to their respective processes, Upendo notes.

“This always tells me that I need to do clear research and use this as an opportunity to showcase the power of analytics in transforming the business towards positive growth,” says Upendo.

Commenting on the importance of addressing gender disparities in leadership roles, she said addressing the issue will promote inclusivity and diversity in workplaces.

“If what we do is meant to serve both men and women, then we need to make sure there is equal representation for both sides. This leads to the consideration of different perspectives, better decision making, and ultimately improved organizational performance because everyone gets equal opportunities,” she says.

For Ms Salim, her career journey began in 2006, when she was 20 years old. It all started with a temporary contract as a customer support representative responsible for the provision of exceptional services to customers who are experiencing different issues with their accounts and transactions.

Her current role is overseeing the bank’s payment scheme operations.

Her deep understanding of the complexities of the financial services industry and her technical expertise have been invaluable in ensuring that the bank remains compliant with regulations and provides efficient and reliable services to customers.

She says her patience and understanding in dealing with customers’ concerns earned her high praise from customers and colleagues, and in 2007 she got a permanent contract.

“I was soon appointed as the service desk’s team leader, using my expertise to mentor and guide my team members to provide excellent customer support. My exceptional leadership abilities, knowledge, and experience have earned me a reputation as a powerful and effective female team leader.

In 2013, she was appointed as an ATM engineer responsible for managing ATMs on software and hardware cases, visiting ATM sites to sort hardware and software faulty problems.

“My attention to detail and ability to solve complex issues helped to ensure the seamless operation of the bank’s ATM network. It was a privilege and an overwhelming experience just to be able to visit the site to fix a hardware fault on the automated teller machines (ATMs),” adds Jasmine.

She believes in bringing her whole self to the experience when doing her work. The more one invests in doing her work perfectly, the more people see and recognize her talent, which opens up more opportunities.

Jasmine constantly seeks new challenges and opportunities to grow. She is eager to continue to make a positive impact in the financial services industry for years to come. “As a woman, it’s a privilege to see, experience, and work with such industries as UBX for over 15 years, where women are empowered and given opportunities to lead,” says Jasmine.