operations

Founded in 2011, M-KOPA is a fintech platform that provides digital financial services to underbanked consumers by leveraging data to combine digital micropayments with the Internet of Things [IoT] technology. With operations in Kenya, Uganda, Nigeria and Ghana, M-KOPA’s platform has provided over $1 billion in credit and enabled 3 million customers to access smartphones, electric motorcycles, solar power systems, digital loans and health insurance. The company directly employs nearly 2,000 people across Africa and has created over 10,000 roles for sales agents since the start of 2020.

M-KOPA

• Executing day-to-day operational management of 500+ BPO agents across two partners (CCI and iSON)
• Implementing BPO Performance Management Policy frameworks and operational procedures
• Monitoring real-time performance metrics and deploying immediate corrective actions for performance gaps
• Conducting daily performance reviews and ensuring operational targets are met consistently
• Tracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% compliance
• Implementing operational performance improvement plans and monitoring execution of remediation actions
• Conducting weekly performance consolidation and trend analysis for BPO operations
• Executing routine performance warnings and improvement action plan requirements
• Serving as primary operational contact with BPO partner management for day-to-day performance issues
• Coordinating operational capacity building and training initiatives with BPO teams
• Facilitating operational communication and information flow between M-KOPA and BPO partners
• Managing operational escalations requiring immediate BPO intervention and resolution
• Implementing operational quality monitoring programs ensuring service standards compliance
• Overseeing operational audits and quality assessments of BPO agent performance
• Monitoring customer interaction quality and providing operational feedback to BPO supervisors
• Executing quality improvement initiatives at operational level
• Preparing daily, weekly, and monthly operational performance reports for Senior CC Operations Manager
• Analyzing operational performance data and providing tactical insights for immediate improvement
• Tracking operational efficiency metrics and cost per contact performance
• Monitoring real-time operational dashboards and providing performance updates
• Resolving operational issues and tactical challenges affecting BPO day-to-day performance
• Coordinating with BPO team leads and supervisors on immediate operational matters
• Managing operational crisis response and immediate business continuity measures
• Escalating strategic issues requiring senior management intervention to Senior CC Operations Manager
• Monitoring BPO operational costs and resource utilization within approved budgets
• Tracking operational efficiency metrics ensuring cost-effective service delivery
• Implementing operational cost control measures and monitoring budget compliance
• Escalating budget variances and strategic cost decisions to Senior CC Operations Manager
• Performing any additional tasks as assigned by the Senior CC Operations Manager

BPO Operations Manager

BPO Operations Manager managing operations at M-KOPA for over 500 agents in Customer Care. Driving performance and SLA compliance across outsourced customer care functions in a hybrid work environment.

Precision Development (PxD) is an organization dedicated to supporting smallholder farmers through data-driven innovations and sustainable agricultural methods. By designing, testing, and scaling income-enhancing solutions, PxD aims to improve the economic outcomes and livelihoods of millions of farmers globally. Their initiatives focus on enhancing digital agriculture services, providing strategic government advice, and promoting climate-smart farming practices, thereby fostering sustainable growth in the agricultural sector.

Precision Development (PxD) is a global nonprofit organization that acts as a bridge between smallholder farmers and the innovations they need.

We design, test, iterate and scale services that enable farming households to manage risks and increase their incomes. We also advise governments on digital agriculture strategy.

Precision Development (PxD)

• Proactively support an Executive Director's calendar across multiple time zones
• Coordinate complex meeting arrangements
• Arrange travel and maintain accurate travel logs
• Provide day-to-day coordination and administrative support
• Work closely with the HR Operations group

Executive Operations Assistant

Executive and Operations Assistant providing administrative support and coordinating operations for HR team in Nairobi. Responsible for executive support and organizational efficiency in a hybrid environment.

Kuunda is a company that provides tailored liquidity solutions aimed at empowering emerging economies. By addressing the liquidity challenges faced globally, Kuunda offers innovative financing products that help agents, micro, small, and medium enterprises (MSMEs), and consumers sustain their lifestyles and grow their businesses. With a focus on collaboration, Kuunda partners with various organizations to deliver effective financial solutions that enhance economic participation and resilience.

Kuunda builds dynamic, embedded financing solutions that create sustainable economic productivity by providing agent networks, small businesses, and consumers with access to liquidity products and services. Leveraging proprietary credit scoring algorithms, our dynamic borrower profiles are built off real-time behavioural data connected via our channel partners’ existing infrastructure and networks to provide insights into the transactional patterns of agents, small businesses, and consumers. Using the insights generated from these profiles, we enable our partner networks to distribute liquidity to their networks. To date, Kuunda’s algorithms have been utilised in the creation of both short-term, and medium-term lending solutions, spanning use cases from e-float financing and airtime advances, to working capital facilities and stock financing loans to enable small business growth. 

Kuunda

• Work closely with the channel and bank partners to formulate and execute growth strategies to ensure achievement of annual budgets.
• Track and monitor performance against KPIs and identify areas of improvement and focus.
• Proactively engage with the data team to gather insights from customer data to inform both tactical and strategic initiatives.
• Support the Country Director to manage day to day operations to ensure the smooth delivery of service of all products.
• Closely monitor and manage the default rate by executing on agreed collections and recoveries plans.
• Support the Country Director to build and manage the bank and channel partnerships in-country.
• Continuously monitor and review product and operational processes to ensure that value is consistently delivered to the customer.
• Ensure that the bank or financial service provider consistently meets the funding requirements to enable product operations and targeted growth.
• Coordinate the contracting process for new products and partnerships in Kenya.
• Conduct training of the in-country bank and channel partner customer facing and sales teams on new products, processes, systems.

Product Growth – Operations Manager

Product Growth & Operations Manager at Kuunda focusing on driving product growth and operational excellence in Kenya. Collaborating closely with the Country Director to support the overall management.

• Executing day-to-day management of BPO agents across two partners
• Implementing BPO Performance Management Policy frameworks
• Monitoring real-time performance metrics and corrective actions
• Conducting daily performance reviews
• Tracking all BPO KPIs, IPIs, and SLAs ensuring compliance
• Implementing operational performance improvement plans
• Serving as primary operational contact with BPO partners
• Coordinating operational capacity building with BPO teams
• Implementing operational quality monitoring programs
• Preparing operational performance reports for Senior Manager
• Resolving tactical challenges affecting performance

BPO Operations Manager leading 500+ agents in Customer Care operations at M-KOPA, ensuring SLA compliance and operational excellence. Focus on performance management and strategic partnerships in Kenya.

• Lead Operations & Financial Performance
• Implementing the strategy for the company and define the overall operational objectives from market / partnership launches to scale, including long-term goals;
• Drive Revenue growth and profitability against targets;
• Identify and secure new Commercial and Bank Partnerships
• Develop and implement scalable and efficient strategies to ensure both consistent results and exponential growth.
• Build Great Teams and Support Great Talent
• Effective People Leadership and Talent Growth
• Clear alignment through setting operational KPIs and performance management;
• Cultivate a high-performing, agile, one-team culture.
• Execute with Excellence
• Drive day-to-day operations;
• Align resources to achieve key business priorities;
• Proactively mitigate business, operational & governance risks;
• Own the operational budget and manage burn rate while growing the business ahead of market disruptions.
• Mobilize Stakeholders
• Build meaningful partnerships with our strategic partnerships to drive growth
• Regularly report updates to partners and Group Share Services

Africa Operations Director

Operations Director at Kuunda managing P&L, product performance, and revenue growth in Africa. Leading in-country representation, overseeing stakeholder engagement and regulatory compliance.

Hybrid Operations roles in Kenya

Browse 5 hybrid operations roles hiring in Kenya plus related opportunities such as operations manager.

5 jobs found

BPO Operations Manager

M-KOPA

Executive Operations Assistant

Precision Development (PxD)

Product Growth – Operations Manager

Kuunda

BPO Operations Manager

M-KOPA

Africa Operations Director

Kuunda