We are looking for a Customer Operations Manager to join our Operations - Mobility team; as we scale up and drive digital and financial inclusion across our markets.

We are seeking an experienced operations professional to manage back-end customer operations related to insurance, driving school attendance, and logbook management. The successful candidate will develop and maintain relevant products/programs with external partners, prioritize actions to achieve SLAs/KPIs, and supervise team members to ensure an exceptional customer experience and efficient operations.

About Us

As our Customer Operations Manager, you will be at the heart of our mobility operations, leading critical functions that directly impact our customers' journey. You'll lead insurance offerings from policy structuring to claims processing and accident management, ensuring our customers are protected every step of the way.

You will design and manage driving school programs with external providers, helping customers acquire valid driving licenses while monitoring adherence and performance. Your role extends to logbook management operations, working closely with NTSA to set up seamless processes for our customers. Through data analysis and reporting, you will identify trends and drive product improvements that enhance our service delivery.

This role offers the opportunity to lead a team, foster their growth, and directly contribute to M-KOPA's mission of financial inclusion while building robust operational frameworks that scale with our business growth across our markets.

This is an on-site role, you would be working from our offices in Nairobi, Kenya, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Head of Operations.

Expertise

We are looking for a proven operations leader with 3+ years of experience in asset finance, insurance, and transportation industries. You should have a Bachelor's degree in Insurance, Business Administration, or Customer Service, with demonstrated experience in team management and process optimization.

Technical proficiency is essential - you will need advanced Excel skills and familiarity with data visualization tools like Looker. Your analytical and problem-solving abilities will be crucial for identifying operational improvements and resolving complex customer issues. We value professionals with strong verbal and written communication skills who can work effectively with diverse stakeholders.

Familiarity with insurance regulations and logbook management is required, along with experience in claims processing and dispute resolution. If you have previous experience in motorbike financing processes or hold certifications in insurance or customer service, that's a significant advantage.

We are seeking someone who thrives in a fast-paced environment, can prioritize multiple initiatives, and has a passion for customer excellence and operational efficiency. Your ability to work collaboratively across teams while driving SLA/KPI improvements will be key to your success in this role.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.