Customer Operations Officer – Insurance at M-KOPA

Job Description

About Us

M-KOPA’s Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. Our insurance operations function is critical to protecting riders’ livelihoods and M-KOPA’s assets; from coordinating policy issuance and renewals to managing the full claims lifecycle across insurers, garages, hospitals, and customers. You’ll work in a fast-paced, process-driven environment where accuracy, proactivity, and stakeholder coordination make a real difference.

In this role, you would be responsible for:

• Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses
• Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure
• Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey
• Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support
• Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period
• Maintaining accurate, complete, and up-to-date insurance and claims records across all tracking systems, ensuring all accident incidents are promptly recorded with complete supporting documentation
• Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays
• Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process
• Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication
• Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions
• Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance
• Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery
• Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience

This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Operations Team Lead.

Your application should demonstrate:

• Experience in insurance operations, claims coordination, or a related customer operations role
• Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously
• Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage
• Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports
• Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively
• Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines