From Challenges to Clarity: Project Management Lessons from a Recent Agency Banking Project
Every project tells a story. Some stories are smooth, while others are filled with unexpected twists, risks, and lessons that stay with you long after the project closes. In this post, I want to share my experience managing a recent agency banking deployment project, and the key lessons I learned that strengthened my approach as a project manager.
The project’s objective was clear: deploy a robust and scalable agency banking solution to support financial inclusion for the client. Straightforward on paper, yes—but as many of us know, no project of this scale is ever “simple.” Along the way, I faced challenges that tested my ability to align stakeholders, manage risks, and keep communication transparent. Looking back, the project was a success not because there were no hurdles, but because we adapted quickly, communicated clearly, and kept the bigger goal in focus.
The Project in Context
Agency banking continues to play a critical role in driving financial inclusion. This project was designed to provide the client with a system capable of handling agent onboarding, cash-in/cash-out transactions, and seamless integration with the bank’s backend systems.
The stakeholders included the client’s internal business and technical teams, external vendors, and my project delivery team. Aligning these groups, each with their own priorities, was the first challenge I had to navigate.
Challenges Encountered
Misaligned Expectations Across Stakeholders
At the outset, different teams had slightly different interpretations of the project scope and timelines. This misalignment threatened to create bottlenecks when it came to decision-making.
Production Environment Access Issues
Midway through, intermittent VPN access issues with the production environment created significant delays. The inability to connect slowed down deployments and testing cycles.
Transaction Failures During Testing
As we moved into UAT, we experienced withdrawal transaction failures. These failures could have severely impacted the user experience had they not been detected before launch.
Each of these challenges could have escalated, but careful project management practices kept us on track.
Lessons Learned
Stakeholder Alignment Is Non-Negotiable
Misaligned expectations are one of the most common reasons projects fail. To address this, I implemented a RACI matrix (Responsible, Accountable, Consulted, Informed), which clearly defined roles and responsibilities across all parties. Coupled with weekly alignment meetings, this kept everyone focused and drastically reduced ambiguity.
Risk Management Is a Continuous Process
Risk management is not a “one-time activity” done during project planning—it’s a living process. By maintaining a dynamic risk register that was updated weekly, I ensured that risks were not only captured but also tracked until resolved. When VPN access issues emerged, we escalated promptly and documented contingencies, ensuring minimal disruption.
Communication Shapes Perception
One of the biggest lessons from this project was how much communication impacts stakeholder confidence. Even when setbacks occurred, I kept communication clear, concise, and assertive. Weekly status reports and visual dashboards provided transparency and built trust, reminding stakeholders that the project was under control.
Testing Is the Safety Net
The multiple transaction failures we encountered during testing could have become full-blown post-launch issues if not discovered early. This reinforced my belief that rigorous end-to-end testing, including failover scenarios, is non-negotiable. Testing isn’t just about finding bugs—it’s about protecting the project’s credibility.
Frameworks and Methodologies Applied
This project benefited from a hybrid methodology, blending Agile practices with traditional Waterfall where appropriate. Agile allowed for iterative development and quicker feedback loops, while Waterfall helped in managing dependencies and structured reporting to executive stakeholders.
I also leaned heavily on Project Management Body of Knowledge (PMBOK) principles, particularly in:
Risk Management:
Identifying, analyzing, and updating risks continuously.
Communication Management:
Developing a communication plan that tailored updates to different stakeholder groups.
Quality Management:
Ensuring testing cycles aligned with defined acceptance criteria before moving forward.
My Key Takeaway
This project reminded me that success doesn’t come from eliminating challenges—because no project is challenge-free. Instead, it comes from a project manager’s ability to anticipate risks, communicate effectively, and adapt strategies quickly.
For me, three things stood out above all else:
- Stakeholder alignment is worth the upfront effort—it saves time and prevents conflict later.
- Risk tracking must be continuous, not static.
- Transparent communication is what sustains stakeholder confidence when issues arise.
A Word to Fellow Project Managers:
If you’re managing a project right now, I encourage you to pause and reflect: Do all stakeholders have the same understanding of scope and roles? Is your risk register up to date, and are you actively monitoring it? Are your communications clear, timely, and building trust?
Often, small adjustments in these three areas can mean the difference between firefighting and proactive management.
Conclusion
Every project leaves us with lessons that shape how we lead the next one. Managing this agency banking deployment reinforced the importance of alignment, adaptability, and communication—three pillars that I now carry into every project I manage.
My hope is that these insights resonate with other project managers navigating complex deliveries. And as always, I’ll continue sharing lessons from the field, because our collective growth as project managers depends on learning from each other’s journeys.
About the Author
Patricia Nkoyenasua Okocha is a Project Manager with over eight years of experience spanning customer service, banking, and fintech. She has successfully delivered multiple projects in agency banking, digital transformation, and cloud-based solutions using Agile and Waterfall methodologies. Patricia is passionate about driving financial inclusion through technology, fostering collaboration across teams, and sharing practical lessons that strengthen the project management community.
Connect with Patricia on LinkedIn here: https://www.linkedin.com/in/patricia-okocha/
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