Job Detail

Job Description

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.

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.

To Apply:
https://www.m-kopa.com/careers#open-roles