About Us

We foster a culture where operational leadership meets strategic execution. Our team values performance accountability, integrated service delivery, and continuous improvement that drives both customer satisfaction and cost efficiency. You’ll be empowered to make operational decisions that directly impact how we serve millions of customers, working at the intersection of strategic thinking and operational excellence in one of Africa’s fastest-growing fintech companies.

At M-KOPA, our Customer Care operations aren’t just a support function—they’re the operational backbone that enables us to deliver world-class service at scale across multiple channels and partnerships.

In this role, you would be responsible for:

Customer Care Operational Leadership

• Executing operational leadership for complete Customer Care function implementing strategic direction from Head of Operations
• Ensuring operational performance accountability across both in-house and BPO operations
• Driving operational excellence and service delivery standards ensuring >95% overall Customer Care performance
• Coordinating between in-house and BPO operations ensuring integrated service delivery and customer experience

BPO Partnership Oversight & Performance Accountability

• Overseeing BPO partnership performance ensuring strategic alignment with M-KOPA’s >85% outsourcing objectives
• Reviewing and approving major BPO performance remediation measures and corrective actions
• Making final operational decisions on BPO penalty applications and performance interventions
• Leading monthly BPO performance reviews and providing recommendations for partnership optimization

Operational Performance Management & Optimization

• Implementing Customer Care performance frameworks ensuring operational KPI achievement
• Monitoring integrated performance across in-house and BPO operations ensuring seamless service delivery
• Driving operational improvements and efficiency initiatives achieving cost optimization targets
• Ensuring customer satisfaction metrics and service quality standards are consistently met

Cross-Functional Operational Coordination

• Coordinating Customer Care operational requirements with Tech, Product, and Finance departments
• Managing operational escalations requiring cross-departmental coordination and senior operational intervention
• Leading operational projects supporting Customer Care efficiency and business objective achievement
• Facilitating operational communication ensuring Customer Care integration with broader business operations

Operational Team Leadership & Management

• Leading and managing BPO Operations Manager and CC In-house Operations Manager ensuring operational effectiveness
• Implementing operational performance coaching and development for direct reports
• Driving operational accountability and performance standards for Customer Care leadership team
• Fostering operational excellence culture focused on customer service and efficiency

Operational Planning & Resource Management

• Executing operational planning initiatives implementing Head of Operations strategic direction
• Coordinating operational resource allocation between in-house and BPO operations for maximum efficiency
• Monitoring operational capacity planning ensuring adequate resources for service delivery
• Implementing operational improvements supporting business growth and efficiency objectives

Financial Operations Management

• Managing Customer Care operational budget ensuring cost-effective service delivery within approved parameters
• Monitoring operational costs and implementing cost control measures achieving efficiency targets
• Tracking operational financial performance and reporting on cost optimization achievements
• Approving routine operational expenditures within delegated authority limits

Additional Responsibilities

• Performing any additional tasks as assigned by Head of Operations

Your application should demonstrate:

• Bachelor’s degree in Business Administration, Operations Management, or related field (Advanced degree preferred)
• 5+ years of experience in operational management roles with proven track record of managing large-scale Customer Care or contact center operations (500+ people)
• Operational leadership experience with demonstrated ability to lead operational managers and drive performance accountability in customer service environments
• BPO management experience with proven track record of managing outsourced operations, achieving SLA compliance, and vendor performance management
• Customer Care operations expertise with deep understanding of contact center metrics, performance frameworks, and service delivery standards
• Financial management skills with experience in operational budget management, cost optimization, and efficiency improvement initiatives
• Cross-functional coordination experience with proven ability to manage operational relationships across multiple departments and resolve complex operational challenges
• Performance management expertise with experience implementing performance frameworks, accountability systems, and continuous improvement initiatives
• Regulatory compliance knowledge particularly in financial services operations, payment system oversight, and customer data management requirements
• Operational excellence focus with proven track record of driving performance improvement and operational efficiency in customer service environments
• Demonstrated ability to operate at the intersection of strategic thinking and operational execution
• Experience managing both direct in-house operations and complex BPO partnerships simultaneously