For ambitious companies, scaling operations efficiently while maintaining quality and customer satisfaction feels like a constant tightrope walk. As the Deputy Operations Lead at Vesti, a Techstars-backed migration fintech company, I’ve spent the last year witnessing this delicate dance firsthand. Our recent expansion into Ghana, Zambia, and the United Kingdom served as a microcosm of this challenge, forcing us to refine our processes, adapt our strategies, and ultimately, find our footing on the global stage.

But it wasn’t just about crossing borders; it was about crossing a threshold. It was about transitioning from a promising startup to a company with a global footprint, all while ensuring the quality and care that had become synonymous with the Vesti brand. This journey wasn’t without its stumbles and course corrections, but through it all, we gleaned valuable insights and developed tactics that proved instrumental in our success.

In this article, I want to share those insights with you. I’ll dissect the intricate dance between growth and operational excellence, using our expansion as a case study. We’ll delve into the specific tactics we implemented, from embracing agile methodologies to fostering a culture of continuous improvement. By offering a glimpse into our journey, I hope to equip other ambitious companies with the tools they need to navigate their own growth journeys with grace and efficiency, ensuring they not only expand their reach but also deepen their impact.

Vesti’s 2023 expansion wasn’t just about planting flags on new maps; it was about cultivating fertile ground for growth. Entering diverse markets like Ghana, Zambia, and the UK demanded not only ambition, but also agility and adaptability. We knew a rigid, one-size-fits-all approach wouldn’t work. Instead, we embraced agile methodologies, fostering cross-functional teams that thrived on collaboration and information exchange. This meant breaking down silos, encouraging open communication, and empowering teams to make decisions quickly. Iterative development cycles became our mantra, allowing us to test, learn, and adapt our platform in real-time. This agility wasn’t just about speed; it was about ensuring our platform resonated with local regulations, user preferences, and cultural nuances. By involving diverse voices and perspectives in the development process, we were able to tailor the platform to each new market, ensuring a smooth and successful launch that resonated with the local communities.

This wasn’t just about efficiency; it was about building trust and understanding. By demonstrating a willingness to adapt, we earned the trust of our new users, laying the foundation for long-term partnerships and sustainable growth. In essence, our agile approach wasn’t just a technical strategy; it was a cornerstone of our commitment to inclusive and responsible expansion.

Technology played a pivotal role in streamlining our operations. We implemented automation solutions to handle repetitive tasks, freeing up human resources for higher-value activities. Data analytics provided valuable insights into user behavior and operational bottlenecks, enabling data-driven decision-making and continuous improvement. By investing in the right technology, we were able to scale without sacrificing efficiency or effectiveness.

Attracting and retaining top talent is crucial for operational excellence. We actively seek individuals who embody our core values and possess the skills and drive to excel in a fast-paced environment. We invest heavily in continuous learning and development, providing our team members with opportunities to grow their skills and stay ahead of the curve. This approach fosters a culture of high performance and empowers our teams to adapt and thrive in dynamic environments. The customer is always at the heart of our operations. We actively solicit and analyze customer feedback to understand their needs and concerns. This feedback informs our strategic decisions and operational improvements, ensuring that we deliver exceptional customer experiences that drive loyalty and advocacy.

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Operational excellence goes beyond efficiency. We proactively identify and mitigate potential risks, including supply chain disruptions and regulatory compliance challenges. This involves diversifying our supplier base, staying abreast of changing regulations, and implementing robust risk management frameworks. These measures ensure business continuity and resilience, allowing us to navigate unforeseen challenges with minimal impact. Silos are the enemy of operational excellence. We foster close collaboration between different departments and teams, encouraging open communication and information sharing. This collaborative approach allows us to leverage diverse perspectives, optimize processes, and drive innovation across the organization. At Vesti, we believe in the power of continuous improvement. We encourage experimentation, embrace learning from failures, and celebrate successes. This fosters a culture of innovation and allows us to constantly refine our operations, ensuring we remain competitive and efficient in the ever-evolving landscape.

While strategic tactics and innovative approaches were instrumental in our expansion, I firmly believe that Vesti’s unique culture forms the bedrock of our success. It’s not just about fancy slogans or posters; it’s about five core values deeply woven into the fabric of our organization: Excellence, Connectedness, Accountability, Trust, and Integrity. These aren’t mere words; they guide our decision-making, interactions, and the very DNA of our operations.

Imagine a workplace where excellence is pursued not as a solo endeavor, but as a collaborative journey. Where team members feel connected, not just by tasks, but by a shared purpose and sense of belonging. A space where accountability isn’t a burden, but a shared commitment to growth and responsibility. Where trust isn’t just assumed, but earned through open communication and transparent actions. And lastly, where integrity isn’t simply a principle, but an unwavering compass guiding every step we take.

This isn’t just idealistic rhetoric; it’s the lived reality at Vesti. These values foster a sense of ownership that goes beyond assigned roles. They fuel collaboration across teams, breaking down silos and encouraging open knowledge sharing. Continuous learning is embedded within our culture, with opportunities for growth readily available to every individual. This creates an environment where talented individuals can not only thrive, but also contribute meaningfully to the company’s trajectory.

But culture alone isn’t enough; structure needs to support it. At Vesti, our Operations and Engineering teams are designed to be both agile and collaborative. We have dedicated experts for specific functions like customer success, Vesti app development, and regulatory compliance. However, these teams don’t operate in isolation. Instead, they function as a cohesive unit, working closely together under one leadership umbrella. This structure allows us to be incredibly responsive to changing needs while still maintaining deep expertise in each area. It’s like an orchestra, where individual musicians excel at their instruments but come together to create a beautiful symphony.

This unique blend of a strong culture and an agile structure empowers Vesti to navigate the complexities of growth with both efficiency and a human touch. By fostering a work environment built on trust, ownership, and collaboration, we equip our teams to not only survive but thrive in the face of challenges, ultimately contributing to the company’s success and, more importantly, delivering exceptional value to our customers. Vesti’s expansion journey has been a continuous learning experience. By embracing agility, technology, and a people-centric approach, we’ve been able to scale our operations efficiently while maintaining high quality and customer satisfaction. As we continue to grow, we remain committed to continuous improvement, fostering a culture of innovation and excellence that will propel us towards even greater success.

Oyewale Okeyode, Deputy Operations Lead at Vesti, Nigeria, writes from Lagos