CHAD S. POLLOCK
VP & GENERAL MANAGER, VISA EA
Military experience often cultivates invaluable leadership qualities such as discipline, resilience, and strategic thinking. These attributes are evident in Chad S. Pollock’s career, where he has successfully transitioned from a nuclear submarine officer to Management Consulting and ultimately into Payments where he is now Vice President (VP) and General Manager of Visa East Africa (Visa EA). In an exclusive interview with Business Monthly EA, Pollock reflects on the diverse experiences that have shaped his distinctive leadership style, marked by adaptability and a relentless pursuit of learning.
Pollock’s career trajectory has been far from linear. As he acknowledges, “Where you start is not necessarily where you are going to end up.” His willingness to embrace new opportunities and absorb lessons along the way has been key to his success. His experience as a nuclear submarine officer has had a profound impact on his leadership style. “On a Submarine, it is literally life or death. Either everyone comes home, or no one does,” he explains, highlighting the weight of decision-making in high-stakes environments. This immense responsibility, combined with his systems engineering background from the US Naval Academy, shaped a leadership approach grounded in collaboration, structure, and a commitment to continuous improvement.
At the core of Pollock’s philosophy is a framework built on teamwork, trust, and adaptability. Leadership, he believes, is a collective effort, much like operating on a Submarine. “We all have to collaborate. Sometimes we may disagree, but we have to disagree and commit.” His natural curiosity fuels his passion for problem-solving and innovation, as he constantly reflects, “What am I getting out of this? What is making me passionate?” This self-reflective approach has enabled him to thrive across diverse fields, from engineering to consulting and now financial technology (fintech).
Pollock’s human-centric leadership style extends beyond personal success to making a meaningful impact. His values of service, instilled by his parents – his mother, a Hematologist, and his father, a Police Officer – guide his leadership. This deep-rooted sense of service inspires him to uplift and support those around him.
Pollock is deeply committed to Visa EA’s mandate of democratising financial services as a way to enable financial inclusion. He views leadership as a privilege, noting, “You have to take on the responsibility and feel the weight of it.” For him, true leadership requires ownership and accountability: “Responsibility can be shared, but accountability stops with you.” His Submarine background has ingrained in him the importance of staying calm under pressure, fostering trust, and promoting open communication.
At Visa EA, Pollock’s dedication to this mission shines through in his efforts to empower small and medium-sized enterprises (SMEs), especially women-owned businesses. Recognising the critical role SMEs play in Africa’s economy, he advocates for accessible financial tools to drive their growth. “It is about helping people grow, giving back, and ensuring everyone has the opportunity to be included in the economy.” His support for the ‘She’s Next’ program is a testament to this commitment. The initiative provides women entrepreneurs with funding, training, and mentorship, including a KES 2.5 million grant for the program’s winner. This aligns with Visa EA’s mission to “uplift everyone everywhere,” reflecting Pollock’s belief in the transformative potential of women-led SMEs.
Pollock passionately speaks about the ‘She’s Next’ program, highlighting how it equips women with the tools and opportunities for success. “Hearing their innovation and passion gives me chills, because of the profound impact they’ll make,” he shares, emphasising the significant economic impact of women-owned businesses. Citing research from the World Bank and McKinsey, he points out that while women-led SMEs are numerous, they contribute less to GDP than their male counterparts. He stresses that advancing women’s equality could add USD 28 trillion to global GDP by 2025.
In his leadership role, Pollock balances business objectives with a human-centric approach, even in a for-profit environment where shareholder expectations are paramount. He fosters empathy within his team, creating an atmosphere that supports both personal and professional development. For him, leadership is about stewardship – helping employees advance in their careers. He encourages his team to pursue learning opportunities, believing that individual growth is essential for overall business success. “At the end of the day, my Father always said there are two things no one can take from you – your education and your experience,” Pollock reflects, underscoring the importance of continuous learning and improvement.
Pollock’s dedication to quality and improvement is reflected in his team’s rigorous review processes. “If something is not up to standard, we are not afraid to start over with a fresh approach. We will refine it as many times as needed – even seven times, if necessary.” This commitment to excellence ensures that every team member feels valued in their pursuit of high standards.
In discussing communication and relationship-building across Visa EA’s diverse markets, Pollock emphasises the importance of clarity and context. Drawing from his military experience, he notes, “Precise, timely communication is essential to avoid misunderstandings that could have serious consequences – that is how collaboration happens.” He champions transparency, using visual tools like a whiteboard in his office to track priorities and gather his thoughts, keeping his team informed.
Pollock also stresses the significance of public perception and addressing customer concerns, whether raised by partners or consumers directly. His ability to tackle issues while maintaining a broad industry perspective exemplifies his balanced leadership style. To stay informed, Pollock engages with resources like PYMNTS.com and podcasts, embodying a continuous learning mindset. He invests in his professional development, earning certificates in FinTech, Blockchain, and Artificial Intelligence (AI) to stay ahead of trends. “I love learning,” he states, highlighting his passion for evolving and deepening his expertise in emerging areas.
Further, Pollock recognises the need to maintain physical and mental well-being as integral to his leadership. He starts each day with 20 to 30 minutes of stretching, which serves both as exercise and a moment of reflection. This routine helps him reconnect with his body and practice gratitude. “Life is about decisions and refining your decision-making process” he reflects, drawing on his father’s wisdom on making sound choices. For Pollock, mindfulness and intentional decision-making are crucial in navigating the complexities of business leadership.
Humility is a major cornerstone of Pollock’s leadership. “Humility is very important,” he asserts, acknowledging that pushing oneself while recognising personal limitations is key. His fitness routines help him manage stress, while scuba diving and flying airplanes as a hobby (private pilot license) keep him grounded and focused. These activities provide him with a healthy challenge, sharpening his mental agility.
A unique aspect of Pollock’s leadership is his commitment to self-reflection. Each year, he compiles a one-page personal review, outlining his achievements, goals, and steps toward growth. “I define what success is for me,” he explains, noting that his competition is internal, not external.
Ultimately, Pollock’s human-centric leadership fosters connections and nurtures a culture of learning. His focus goes beyond business growth – he seeks to empower individuals, prioritise mentorship, and create opportunities for personal and professional development.
AUTHOR: KAREN NDUKU
EDITOR: HILDA NTHENYA
