Senior Customer Care Operations Manager

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.

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.