Job Overview
Location
Kenya
Job Type
Full-time
Category
Operations
Date Posted
April 1, 2026
Full Job Description
đź“‹ Description
- • Lead operational excellence for M-KOPA Kenya's outsourced customer care operations managing over 500 agents across two BPO partners (CCI and iSON), ensuring SLA compliance and driving performance accountability in a strategic partnership model that scales service delivery for millions of African customers.
- • Execute day-to-day BPO operations management including real-time performance monitoring, daily performance reviews, and immediate corrective actions to maintain >95% SLA compliance across customer service, onboarding, collections, and specialized support functions.
- • Serve as primary operational interface between M-KOPA and BPO partners, coordinating capacity building, managing escalations, and facilitating communication to ensure seamless service delivery and partnership accountability.
- • Implement and oversee operational quality assurance programs, conduct audits, monitor customer interaction quality, and drive continuous improvement initiatives at the operational level.
- • Prepare and analyze daily, weekly, and monthly operational performance reports, track cost per contact and efficiency metrics, and provide tactical insights for immediate improvement while managing budget compliance and cost optimization.
- • Resolve tactical operational challenges, coordinate crisis response, manage business continuity measures, and escalate strategic issues to senior leadership when required.
- • About the team or company: M-KOPA is a recognized leader in financial inclusion, having served over 6 million customers and unlocked $1.5 billion in cumulative credit for the unbanked across Africa, recently honored as one of Africa's fastest-growing companies by the Financial Times (2022-2025) and named to the TIME100 Most Influential Companies list (2023-2024).
- • What the person can learn or achieve in this role: Develop expertise in large-scale BPO partnership management, drive measurable improvements in operational efficiency and customer experience, and gain leadership experience in a high-growth, mission-driven organization scaling financial access across emerging markets.
🎯 Requirements
- • Bachelor's degree in Business Administration, Operations Management, or related field (Contact center or Customer Care certification an added advantage)
- • 4+ years of experience in BPO operations management with proven track record of achieving SLA compliance in contact center environments
- • Demonstrated ability to manage large scale outsourced agents (500+) and drive performance accountability across multiple BPO partners
- • Expertise in BPO partnership management including vendor relationship management, performance monitoring, and contract compliance
- • Deep understanding of contact center KPIs, SLAs, quality metrics, and customer experience standards
- • Proven skills in performance management frameworks, penalty systems, and remediation measures implementation
- • Strong data analytics capabilities to analyze performance trends, identify operational issues, and implement data-driven solutions
- • Financial management experience with budget oversight, cost optimization, and operational efficiency improvement in outsourced environments
- • Problem-solving expertise to resolve complex operational challenges and manage crisis situations
- • Excellent communication and stakeholder management skills for external vendor and internal cross-functional team collaboration
🏖️ Benefits
- • Opportunity to lead large-scale BPO operations impacting millions of customers across Africa
- • Work in a mission-driven organization recognized for financial inclusion and rapid growth
- • Access to diverse development programs, coaching partnerships, and on-the-job training
- • Family-friendly policies and well-being support
- • Flexible work arrangements
- • Be part of a company honored as one of Africa's fastest-growing companies (FT 2022-2025) and TIME100 Most Influential Companies (2023-2024)
Skills & Technologies
Onsite
Degree Required
About M-KOPA Holdings Limited
M-KOPA Holdings Limited provides asset-financing and digital financial services across Africa, enabling underbanked customers to acquire smartphones, solar home systems, and productive-use assets through flexible pay-as-you-go installments. The company combines IoT-enabled hardware, mobile payments, and proprietary credit algorithms to offer affordable, unsecured loans while building credit histories for millions. Founded in 2011 and headquartered in Nairobi, Kenya, M-KOPA operates in Kenya, Uganda, Nigeria, Ghana, and South Africa, serving over 3 million customers and disbursing more than $1 billion in cumulative credit.
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