Senior Customer Care Operations Manager

We are looking for a Senior Customer Care Operations Manager to provide comprehensive operational leadership for M-KOPA Kenya's Customer Care function, managing both in-house critical operations and BPO partnerships with a total of over 500 agents.

This role offers the opportunity to lead the complete Customer Care operation at M-KOPA Kenya, translating strategic objectives into operational excellence across both in-house and outsourced functions. You'll oversee in-house critical operations (Escalations, Payments, Uploads, Reallocations, Collections) and manage BPO partnerships across CCI and iSON, ensuring >95% SLA compliance and superior customer experience delivery. You'll serve as the operational bridge between strategic direction and front-line execution, working with talented cross-functional teams across Tech, Product, and Finance while driving accountability for Customer Care performance.

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

If the above is of interest to you, please apply.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.