Program Manager – Customer Operations & Process Excellence at Pesapal
Company Description
Pesapal is the leading payment services company with local expertise in building payments and business tools for Africa. We are transforming how businesses and consumers transact across the continent. As a fintech leader, we deliver cutting-edge payment solutions, business financing, and value-added services across multiple countries.
Role Description
Pesapal is hiring a Program Manager – Customer Operations & Process Excellence to join its dynamic team in Nairobi County, Kenya. This is a full-time, on-site role designed for a strategic thinker and exceptional executor who will play a key role in building a world-class operational framework. The Program Manager will optimize operational performance, streamline processes, and drive efficiency to support Pesapal’s rapid expansion.
Key Responsibilities
- Lead the mapping and redesign of customer journey processes, including onboarding, KYC, and customer support.
- Collaborate with cross-functional teams such as Customer Experience, Sales, Risk, and Finance to remove bottlenecks and improve efficiency.
- Champion digital-first solutions and automation to enhance customer satisfaction.
- Ensure all processes comply with regulatory standards.
Qualifications & Skills
- Bachelor’s degree in Business, IT, Engineering, or a related field.
- Minimum of 5 years of experience in program, project, or operations management (fintech, payments, or banking preferred).
- Proven expertise in business process re-engineering.
- Strong understanding of Lean, Six Sigma, or Agile methodologies.
- Analytical, data-driven decision-making abilities.
- Excellent stakeholder management skills.
- Resilient, self-driven, and adaptable in high-growth environments.
Location: Nairobi County, Kenya
Job Type: Full-time, On-site