Laura Chao’s remarkable journey to Chief Manager at KRA

She walks into the room with a very accommodating presence. Before we begin, she makes one request: coffee. Not just any coffee—her coffee. The kind she used to depend on like oxygen back when caffeine was the only thing keeping her from feeling the weight of her success.

She takes a slow sip, savouring it like a lost lover. “I’m a recovering coffee addict,” says Laura Chao Onyambu, the Kenya Revenue Authority (KRA) Chief Manager of Trade Facilitation at the Customs and Border Control Department. “If I had my way, I would come to my office, lock myself in, work in silence, and leave in the evening, just me and my coffee.”

Ms Chao is not the kind of leader who thrives on attention. None of this; the power, the leadership, the responsibility was in her original plan.

“If you had asked me back then, even marriage was never in the picture. I wanted money and I wanted to travel the world,” she tells Lifestyle.

What has been the biggest take on this role?

First, being a leader, my biggest challenge was knowing me. I had to sit down and get to know Laura. What makes me tick? What makes me get upset? Once I mastered what makes me get annoyed, and what makes me happy, then I knew I could lead a team. Because then I realised I had to look at different people, at their strengths, not really their weaknesses, more of their strengths and bring that part up.

How do you manage making tough decisions while staying approachable?

I should say I pray a lot. I don’t think things happen for no reason. God being my anchor in many things, I always ask for His wisdom, and discernment as I’m doing things. But more so, I also take time off.

What does your time off look like?

Time off to recharge, time to just be alone, and time to do the things I love. I like to sleep. I also love swimming, and this year I want to do a triathlon. I want to master my strokes and be fast. I also do Bikram yoga.

You have been at KRA for over 20 years…

I joined KRA in 2003 as a graduate trainee, it took two years, then I was formally deployed in 2005. My first posting was in Eldoret, where I joined the Investigations and Enforcement Department. After some time I got married, returned to Nairobi and worked here for 10 years. Promotions weren't as fast, especially for women. It took long for me to go up the ladder.

What worked for you as you paved your way up the ladder?

One thing I appreciate about KRA is the training, it moulded me into an investigator. I trained in Italy, at the National Intelligence Service (NIS), and even with the Directorate of Criminal Investigations (DCI).

I might not have been moving up the ranks quickly, but I was growing in knowledge and experience. Eventually, I became an assistant manager, and then a manager. After 15 years in investigations, I transitioned to customs in 2021 as a Chief Manager.

What was the most challenging moment in your transition to customs?

When I joined customs, I was thrown into different roles immediately. The one that caught me off guard was being assigned to oversee Container Freight Stations (CFSAs) in Mombasa, 20 facilities in total. I wasn’t a Customs Officer, I was an investigator. And suddenly, I was leading a team of over 200 officers, many of whom had more experience in that space than I did. As an introvert, stepping into leadership was tough.

I had to push myself to be more extroverted and command authority. But I met great managers who supported me. Together, we modernised operations, making the system paperless, something unheard of in Mombasa at the time. We consistently surpassed our targets.

How has this experience shaped your leadership style?

It has made me more empathetic. I believe the workplace should feel like home because we spend most of our time there. My team knows they can talk to me about anything, whether it’s a personal struggle or a professional challenge.

When I was grieving, I told my team, "I’m not perfect. I’m struggling too." That openness encouraged them to also share their struggles. I also learned the importance of delegation. I used to have a perfectionist streak, I would redo tasks myself if they were not up to my standard. But I had to step back, understand each person’s strengths, and let them thrive in their roles.

Was there any defining moment when you realised ‘I was born for this’?

You know, even in this office, I was removed and brought back. Just that makes me know, you must be good in whatever you are doing in that data analysis thing. Something I have not studied but I can read reports.

When I’m given a task, I do it to my best. Even when I’m done I will want to see who can do it better than me.

What’s something about customs and border control that most people misunderstand?

Border control. They have to be vigilant at the points of entry. The issues at Jomo Kenyatta International Airport, the people causing chaos and they don’t want their bags opened.

That is one of the jobs that customs officers have to do to ensure contraband and counterfeits are not coming in. The people at the borders should be allowed to do what they are supposed to do and I know they should do it with decorum and dignity. The authority is also working to bring in scanners so that those checks are non-intrusive.

You mentioned self-development. What steps have you taken to keep growing?

I have done multiple leadership programmes in servant leadership, transformational leadership, you name it. I also got a career coach who taught me how to ace interviews, refine my CV, and even optimise my LinkedIn profile. This year, I applied for the Senior Executives in Africa (SEPA) leadership programme by Harvard. I didn’t have all the money, so I requested a scholarship and I got it! That has taught me the power of asking. Many opportunities exist, but people don’t ask.

Where do you find the strength to bounce back and stay in check?

Unfortunately, I lost my husband, it was devastating, but I remembered what he always told me: "You don’t have to be 100 percent ready just show up." So that’s what I did, I kept showing up. To be honest, I struggled. I drowned myself in work, but in working hard, I also found healing.

My team and I would come in early, ensure reports were ready before the Commissioner arrived, and just keep pushing forward. Work gave me a sense of purpose during my grief.

If you could time travel and meet your younger self, what advice would you give her?

(Laughs) I tell myself, it’s never that serious. Provided you work hard, stay focused and enjoy the journey. All these things, God aligns them. Also never forget God in anything you do.

Remain positive and somehow all these things converge. The world has harsh people, but it also has kind souls who open doors. Gratitude is key.

[email protected]