Meet Mercy Mulei, a woman whose work sits right at the crossroads of how well Safaricom knows its customers led by data, strategy, and intuition. As the Head of Anti-Money Laundering (AML), she leads the team that helps keep millions of Safaricom customers safe and trust within the financial system, but there’s much more to her story than numbers and systems.

Over her 10 years at Safaricom, she’s built a career protecting customers while inspiring others to overcome self-doubt. Mercy has also co-authored a book on overcoming imposter syndrome, drawing on her own experiences finding her voice and confidence in high-stakes spaces.

She’s proof that even in the world of analytics, courage and authenticity matter just as much as data and detail.

Anti-Money Laundering sounds both fascinating and intense. How would you describe what you do to a 10-year-old?

Imagine a big jar of sweets where everyone’s meant to take only one. My job is making sure no one sneaks in for extras, catching the dishonest ones without spoiling it for the honest kids. That’s anti-money laundering in a nutshell!

And what does that look like in the real world at Safaricom?
At its core, my job is to help protect the integrity of our financial ecosystem. We monitor and analyse millions of transactions that happen across our platforms every day especially on M-PESA to detect and prevent suspicious activity. That could mean anything from identifying fraud rings, tracing money linked to illegal activity, or stopping scams before they reach customers.
It’s a big responsibility, because when people trust M-PESA with their livelihoods, that trust must never be compromised. So, our work combines technology, data science, and collaboration with regulators and law enforcement to keep the system safe.

What’s something people don’t know about fraud prevention?

It’s actually very creative! You’re solving puzzles daily, but the pieces keep changing. Fraudsters are witty, and you need to understand their psychology to stay ahead.

How does psychology meet technology in your work?

We are now using AI and machine learning to study customer behaviour and flag unusual activities. It’s not just data; it’s understanding human patterns which then allows me to anticipate risks, design better solutions, and ensure our systems are safe.

Your career path has had quite the evolution. How did you get here?

I studied finance, thinking I’d be an investment banker. My first job was in audit, which opened doors to other industries. I joined Safaricom in 2014, and every role since has been about protecting customers and building trust.

What is the most unexpected part of your role?
Collaboration! I work across tech, product, sales, AI, analytics, brand, retail, legal… the role connects me to the whole business. I get to see how all the pieces fit together which makes every day different.

What’s a moment from your journey that really stayed with you?

Recently, I visited the Kakuma Refugee Camp to onboard refugees onto M-PESA. It was a powerful reminder of how much we often take for granted and just how much there is to be grateful for. Classrooms were so full that teachers had to move desks outside so students could sit on the floor, ensuring everyone had a chance to learn. Meals were carefully rationed; maize and beans measured to last the entire term. Yet amid those challenges, there was so much hope. Watching refugees realise that, through their refugee IDs, they could now access M-PESA and with it, dignity, independence, and opportunity is a moment that will always stay with me.

The mosquitoes there were unforgiving, though. I could never forget.

You co-authored a book on imposter syndrome. What inspired that?

I’d battled it myself. I once didn’t apply for a job I was qualified for because I didn’t feel “ready.” Later, I realised many others go through that too. Writing the book was my chance to humanise success and to show that confidence is not the absence of fear, it’s learning to just lead alongside it.

How do you help others overcome self-doubt?

I call it out when I see it. Many don’t even know they’re dealing with imposter syndrome. I tell my team, especially women, to show up anyway. It is said that men apply for jobs with 60% of qualifications, while women wait for 100% to do the same. Self-doubt is a menace.

So how has life been since you became an author?

It’s been really special. Sometimes I sit back and think — wow, people are actually reading something I wrote and seeing themselves in it. When someone says, ‘your story helped me show up more,’ it moves me deeply. It reminds me that this wasn’t just a book, it was purpose. Something God placed in my heart that needed to be written.

Who’s been your biggest influence?

My mum. She was a head teacher who built a culture of care and the ability to live a shared vision with her team for excellent execution. She even knew the school cooks by name! Watching her get an honorary doctorate nominated by former refugee students she once taught was powerful.

How do you stay grounded amid it all?

My faith in God really anchors me. He’s the author of my life. And my family, of course. My three kids keep me on my toes with swimming practice, football matches, and all the little everyday moments. They remind me what really matters and help me keep perspective, no matter how busy work gets.

Who is Mercy outside work?
Well, I enjoy hosting and spending quality time with family and friends. I also like reading. My weekends are busy but joyful.

What’s the one book that inspires you?
Lean In by Sheryl Sandberg. It really speaks to imposter syndrome, how to show up in your career, and always ensuring that you have a seat at the table.

What do you want your children to know?
That they should believe in themselves and boldly chase whatever they set their eyes on… And to never forget they are deeply loved.

What is something most people don’t know about you?
That I love farming. I also prefer tea over coffee, always.

Wait, are you going to write that I said I love my children?

Yes. Why not?

Hehehe, nothing bad really. Of course, I do love them wholeheartedly. The other day was my birthday, and they surprised me with cake at the office. I was so happy, it really made my day. (continues to giggle)

Would you say you are living your dream life?
Wow! I don’t think this is how I planned out my life, but I do believe my father did intentionally guide me towards my career choice. I’m so blessed and filled with gratitude because of where God has placed me and the family that he’s given me. I wouldn’t change a thing.

If you could put one quote from your book on a Safaricom billboard, what would it be?

‘Let’s try, learn, and move, even when unsure.’

Where can people find your book if they’d like to read it?
Overcoming Imposter Syndrome is available through Zion Pearl Publishers and Amazon. The book is really about embracing growth whether you’re in corporate, business, or just navigating life so I always love hearing how different readers connect with it.

And what advice would you give to young professionals starting out?

Always raise your hand. Show up for opportunities — you never know what you’re capable of until you try.