Senior Customer Care Operations Manager

M-KOPA is hiring a Senior Customer Care Operations Manager to lead end-to-end Customer Care operations across Kenya. This full-time leadership role oversees both in-house critical functions and BPO partnerships, managing a combined team of over 500 agents within the Smartphones Customer Care department.

Key Job Information

• Position: Senior Customer Care Operations Manager
• Location: Kenya
• Employment Type: Full-time
• Experience Level: Senior Management
• Department: Smartphones – Customer Care
• Application Deadline: Rolling basis

About M-KOPA

M-KOPA is a leading fintech company advancing digital and financial inclusion across Africa. Serving more than six million customers, the organization delivers pay-as-you-go financing that unlocks access to smartphones, mobility solutions, and other essential assets. Its Customer Care function acts as the operational backbone supporting millions of daily customer interactions.

Recognized repeatedly among Africa’s fastest-growing companies, M-KOPA continues to scale responsibly while maintaining strong service standards. Professionals exploring executive-level job opportunities at M-KOPA or long-term fintech careers will join a performance-driven culture grounded in accountability, operational excellence, and continuous improvement.

The company invests in leadership development, cross-functional collaboration, and scalable service frameworks. Candidates seeking the latest jobs in operations leadership or fresh positions in Kenya this week will find meaningful M-KOPA employment opportunities aligned with strategic growth and customer-centric execution.

Senior Customer Care Operations Manager Job Description

This Senior Customer Care Operations Manager hiring initiative targets experienced operational leaders capable of translating strategic objectives into measurable performance outcomes. The role provides comprehensive oversight of in-house critical operations, including Escalations, Payments, Uploads, Reallocations, and Collections, while managing BPO partnerships across CCI and iSON.

Reporting to the Head of Operations, the manager ensures greater than 95% SLA compliance and integrated service delivery across outsourced and internal teams. Professionals seeking senior customer service jobs in Kenya today or large-scale contact center vacancies this week will find this opportunity positioned at the intersection of strategy and execution.

Key Responsibilities

• Execute operational leadership across the complete Customer Care function.
• Drive performance accountability across in-house and BPO operations.
• Ensure service excellence standards and overall KPI achievement above 95%.
• Oversee BPO partnerships, performance remediation, and penalty decisions.
• Lead monthly BPO reviews and recommend partnership optimization strategies.
• Implement Customer Care performance frameworks and accountability systems.
• Monitor CSAT, SLA adherence, cost efficiency, and quality metrics.
• Coordinate cross-functional operational requirements with Tech, Product, and Finance.
• Manage high-level operational escalations requiring senior intervention.
• Lead operational planning, capacity management, and resource allocation.
• Oversee Customer Care budget management and cost optimization initiatives.
• Provide leadership coaching to Operations Managers and department leads.
• Foster a culture of operational excellence, compliance, and continuous improvement.

Required Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field; advanced degree preferred.
• Minimum five years of operational leadership experience managing large-scale contact center teams of 500+ employees.
• Proven expertise in BPO management, SLA compliance, and vendor performance oversight.
• Strong knowledge of contact center KPIs, performance frameworks, and regulatory compliance requirements.
• Financial management experience including budget oversight and cost optimization.
• Demonstrated ability to coordinate cross-functional operational initiatives.
• Track record of implementing accountability systems and performance improvements.

Preferred Qualifications

• Experience in fintech or regulated financial services environments.
• Background managing both in-house and outsourced operations simultaneously.
• Interest in advancing executive careers at M-KOPA within regional operations leadership.

Benefits and Compensation

M-KOPA employment offers competitive executive compensation, leadership development programs, and structured career progression opportunities. Senior leaders benefit from exposure to cross-functional strategy, regional growth initiatives, and operational transformation projects.

The organization promotes diversity, equity, and inclusion while adhering to strict ethical labor practices. M-KOPA does not charge recruitment fees and conducts comprehensive pre-employment background checks, including criminal record verification, academic confirmation, and employment references. Professionals seeking impactful careers in fintech operations leadership will find strong advancement prospects within these fresh positions.

How to Apply for Senior Customer Care Operations Manager Job Opportunity at M-KOPA

Qualified candidates exploring senior-level job opportunities in customer operations or reviewing the latest jobs at M-KOPA are encouraged to apply today. This week, applications for this Senior Customer Care Operations Manager vacancy in Kenya are under active review on a rolling basis.

Applicants should submit a detailed CV highlighting large-scale contact center leadership, BPO partnership management, financial oversight, and KPI achievement aligned with the responsibilities outlined above. Those pursuing executive careers in fintech and customer service operations should apply promptly, as the vacancy may close once a suitable candidate is identified. Only shortlisted candidates will proceed to the next stage of the recruitment process.

Join M-KOPA and lead the operational backbone that enables world-class customer service at scale across Kenya.