Job Description
We are looking for a Senior Manager - Quality & Operational Excellence to lead M-KOPA Kenya's independent, centralized Quality and Operational Excellence function across Telesales, Customer Care, and Retail operations.
This role offers the opportunity to define and execute the strategic direction for operational excellence at M-KOPA Kenya, leading a three-pillar department that ensures world-class operational standards enable sustainable business growth. You'll lead Quality Assurance & Compliance, Training & Capability Development, and Process Excellence teams, driving preventive controls that identify and mitigate operational risks before they escalate. Operating with significant strategic autonomy, you'll standardize quality frameworks across all channels, build organizational capability through structured training, and position quality as a business enabler while working with talented cross-functional teams across Telesales, Customer Care, Retail, Risk & Compliance, and Global QA/Training leadership.
About Us
We foster a culture where operational excellence meets strategic thinking. Our team values independence and objectivity, data-driven decision-making, and continuous improvement that drives both performance accountability and business impact. You'll be empowered to translate company strategy into operational excellence roadmaps, working at the intersection of quality assurance, capability development, and process innovation in one of Africa's fastest growing fintech companies.
At M-KOPA, our Quality & Operational Excellence function isn't just about complianceāit's the strategic backbone that ensures consistent customer experience, operational resilience, and the preventive controls that enable us to serve millions of customers with world-class standards.
In this role, you would be responsible for:
Strategic Leadership & Direction
Defining and executing the strategic direction for Quality & Operational Excellence aligned with M-KOPA Kenya's business objectives
Translating company strategic priorities into clear operational excellence roadmaps, quality frameworks, and capability development strategies
Providing strategic recommendations to senior leadership on operational risk landscape, quality maturity, and investment priorities
Championing operational excellence culture, positioning quality and continuous improvement as business enablers
Team Leadership & Development
Leading and developing a three-pillar leadership team (Managers of QA & Compliance, Training & Development, Process Excellence)
Making strategic organizational design decisions including structure optimization, talent acquisition, and resource allocation
Creating a high-performance culture centered on independence, objectivity, data-driven decision-making, and continuous improvement
Cross-Functional Influence & Partnerships
Building strategic partnerships with operational department heads (Telesales, Customer Care, Retail) ensuring Q&OE is positioned as a valued business partner
Collaborating with Risk & Compliance team, maintaining clear boundaries between operational integrity (Q&OE scope) and strategic enterprise risk (R&C scope)
Partnering with Global QA/Training leadership to leverage global frameworks while owning local execution and results
Navigating organizational complexity and managing resistance when quality standards conflict with short-term operational pressures
Governance & Standards
Maintaining robust governance frameworks including quality councils, calibration sessions, audit protocols, and escalation mechanisms
Ensuring quality standards, audit methodologies, and compliance frameworks remain current and consistently applied across all channels
Driving accountability for quality outcomes with operational leaders through transparent scorecards and data-driven performance conversations
Balancing independence and objectivity with collaborative partnership, maintaining appropriate distance while building trust
Strategic Oversight & Performance Management
Providing strategic direction and oversight to Quality Assurance & Compliance, Training & Capability Development, and Process Excellence operations
Monitoring department performance against established KPIs and demonstrating business impact through clear metrics: fraud prevention savings, efficiency improvements, quality score gains, and training effectiveness
Developing and delivering executive reporting that enables senior leadership to make informed decisions about operational investments and priorities
Maintaining transparency on operational gaps and quality concerns, ensuring leadership has full visibility
Risk Management & Preventive Controls
Maintaining comprehensive view of operational risk landscape through analysis of audit findings, quality trends, and process inefficiencies
Ensuring preventive control mechanisms identify system vulnerabilities, fraud patterns, and compliance risks before they materialize
Balancing risk mitigation with operational efficiency, ensuring controls are effective without creating unnecessary bureaucracy
Change Management & Continuous Improvement
Leading organizational change initiatives related to quality standards, process improvements, and operational excellence practices
Driving cultural transformation toward operational excellence mindset where preventive thinking and continuous improvement are embedded in daily operations
Sponsoring strategic improvement initiatives requiring cross-functional collaboration and executive support
Resource Management & Strategic Planning
Developing annual strategic plans for Q&OE function aligned with business priorities
Managing departmental budget across all three pillars, optimizing resource allocation to maximize business impact and ROI
Making strategic investment decisions on quality infrastructure with clear business case justification
Additional Responsibilities
Performing any additional tasks as assigned by Head of Operations
This is a senior management role (Job Band C1) based in Nairobi, Kenya. If successful, you would be reporting to the Head of Operations. Your direct reports would include Manager - Quality Assurance & Compliance, Manager - Training & Capability Development, and Manager - Process Excellence. You will also have dotted line collaboration with Global QA/Training Leadership for methodology alignment and resource sharing.
Your application should demonstrate:
About m-kopa
m-kopa