Boniface Mungania: From Customer Care Rep to M-Pesa Boss

Boniface Mungania, Safaricom's Chief Financial Services Officer, has had a remarkable career journey, rising from a customer care representative to one of the company's most senior executives. With a background in biochemistry, Mungania's entry into the corporate world was not straightforward. He graduated from Jomo Kenyatta University of Agriculture and Technology (JKUAT) and initially sought opportunities in the pharmaceutical industry. However, his plans took a different turn, and he eventually landed a role as a medical sales representative.

Mungania's career took a significant turn in 2007 when he interviewed for a customer care representative role at Safaricom Plc. He joined the company at a time when Kenya's telecommunications sector was rapidly expanding. As a customer care representative, Mungania handled general consumer queries, mostly from customers who had locked their SIMs or accidentally changed their mobile phone language settings. His experience in this role taught him the importance of being formal, friendly, and factual in his interactions with customers.

Mungania's rise through the ranks at Safaricom has been impressive. He replaced Esther Waititu, who left in July 2026, as Chief Financial Services Officer. Waititu was known as 'Mama M-Pesa' for her role in shaping Safaricom's mobile money transfer service. Mungania now oversees Safaricom's financial solutions, mostly underpinned by the mobile money service M-Pesa. Currently, M-Pesa accounts for Sh100.1 billion, 42.8 percent, of Safaricom's total revenue.

Mungania's approach to his role is centered on impact, rather than just revenue and financial results. He believes that data will continue to inform the next innovation in financial services, just as it helped to deliver products such as Fuliza and Pochi la Biashara. Mungania describes M-Pesa as a Techfin solution rather than a Fintech solution, as the service was built as a technology platform that now enables financial services such as payments.

Before taking up his new role, Mungania was Director of Public Sector Digital Transformation, a position that earned him the prestigious Order of the Grand Warrior (OGW) award. Despite his achievements, Mungania remains humble, insisting that he would rather let his results speak for themselves. His goal today is to make an impact on customers, overlooking the glamour of State commendations and impressive financial results.

Mungania's career journey has been influenced by words of wisdom from his former lecturer, Professor Mabel Imbuga. She advised that the first degree means one is trainable, and Mungania has carried this lesson throughout his career. He believes that it is always a learning journey, and his experience as a customer care representative turned out to be the training ground his lecturer had suggested.

As Mungania continues in his new role, he is expected to build on the success of M-Pesa and drive innovation in financial services. With his experience and humility, he is well-positioned to take on the challenges of leading Safaricom's financial services. Mungania's story serves as an inspiration to many, demonstrating that with hard work and determination, one can rise through the ranks and achieve great success.

Key points

• Mungania's approach to his role is centered on impact, rather than just revenue and financial results.