WE ARE LOOKING FOR A SENIOR OPERATIONAL EXCELLENCE AND QUALITY MANAGER TO LEAD M-KOPA KENYA'S OPERATIONAL EXCELLENCE FUNCTION,

DRIVING CONTINUOUS IMPROVEMENT, PROCESS STANDARDISATION, AND PERFORMANCE ACCOUNTABILITY ACROSS TELESALES, CUSTOMER CARE, AND

RETAIL OPERATIONS.

This role offers the opportunity to build and lead a critical function from the ground up, becoming the primary driver of

operational improvement across one of Africa's fastest-growing fintechs. You'll design and execute M-KOPA Kenya's operational

excellence roadmap, lead a three-pillar team spanning Process Excellence, Quality Assurance & Compliance, and Training &

Capability Development, and partner closely with Group QA/Training leadership to leverage global frameworks while owning local

results. Operating with significant strategic autonomy, you'll diagnose performance gaps, design improvement programmes, and build

the systems and accountability mechanisms needed to sustain world-class operational standards. This is a rare mandate to build

something consequential—not maintain what already exists.

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 compliance—it'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.

WHY THIS ROLE IS DIFFERENT:

Most operational excellence roles inherit mature structures, established governance, and clear ways of working. This one

doesn't—and that's exactly what makes it compelling. You're being handed a mandate to build: design the structure, establish the

governance, embed the frameworks, and create the accountability mechanisms that will define how M-KOPA Kenya manages quality and

operational excellence for years to come. You'll influence channel heads without direct authority, navigate organizational

complexity with strategic patience, and demonstrate impact through evidence rather than hierarchy. If you've been in a quality or

operational excellence role where you felt constrained by what already existed—this is your opportunity to build it right from the

start.

IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR:

Operational Excellence Leadership & Continuous Improvement

Designing and executing M-KOPA Kenya's operational excellence roadmap, identifying and prioritising high-impact process

improvement opportunities across Telesales, Customer Care, and Retail

Applying structured improvement methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, eliminate

inefficiencies, and drive measurable performance gains

Building operational performance frameworks that enable data-driven decision-making and continuous improvement at all levels of

the organisation

Leading cross-functional improvement initiatives, engaging operational leaders and securing buy-in for change

Driving cultural transformation toward an operational excellence mindset, embedding preventive thinking and continuous

improvement into daily operations

Sponsoring strategic improvement initiatives that require cross-functional collaboration and executive support

Establishing and maintaining performance measurement systems that track Q&OE outcomes against operational KPIs

Strategic Leadership & Team Development

Leading and developing a three-pillar leadership team (Managers of Process Excellence, QA & Compliance, Training &

Development), building a high-performance culture centred on independence, objectivity, and continuous improvement

Making organisational design decisions including structure optimisation, talent acquisition, and resource allocation as the

function matures

Providing strategic direction and coaching to pillar managers, ensuring each delivers measurable outcomes within their domain

Championing an operational excellence culture, positioning Q&OE as a business enabler that improves operational delivery rather

than a constraint on it

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, not an audit function

Navigating organisational complexity and managing resistance when quality standards or process changes conflict with short-term

operational pressures

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 methodologies and frameworks, adapting them to the Kenya

context and owning local execution outcomes

Quality Governance & Standards

Ensuring quality governance frameworks are implemented consistently across all channels—Telesales, Customer Care, and

Retail—maintaining rigorous standards while adapting to local operational context

Maintaining quality councils, calibration sessions, audit protocols, and escalation mechanisms that drive accountability with

operational leaders

Driving transparent performance conversations with channel heads using scorecards and data, holding quality outcomes to account

through evidence rather than hierarchy

Balancing independence and objectivity with collaborative partnership, maintaining appropriate distance while building the

trust needed for sustained influence

Training & Capability Oversight

Overseeing Training & Capability Development for M-KOPA Kenya's operational workforce, co-designing training programmes with

the Group Training function and local pillar manager

Ensuring training investment is linked to identified performance gaps and that effectiveness is measured through observable

behaviour change, not completion rates alone

Driving a culture of continuous learning across Telesales, Customer Care, and Retail operations

Monitoring training ROI and reporting on capability gains as part of the broader Q&OE performance narrative to senior

leadership

Strategic Oversight & Performance Management

Providing strategic direction and performance oversight across all three Q&OE pillars, translating business priorities into

functional roadmaps and KPIs

Developing and delivering executive reporting that enables senior leadership to make informed decisions on operational

investments and quality priorities

Demonstrating business impact of Q&OE activity through clear metrics: efficiency improvements, quality score gains, fraud

prevention outcomes, and training effectiveness

Maintaining transparency on operational gaps and quality concerns, ensuring leadership has full visibility

Risk Management & Preventive Controls

Maintaining a comprehensive view of the 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

materialise

Balancing risk mitigation with operational efficiency, ensuring controls are effective without creating unnecessary process

burden

Resource Management & Strategic Planning

Developing annual strategic plans for the Q&OE function aligned with M-KOPA Kenya's business priorities

Managing departmental budget across all three pillars, optimising resource allocation to maximise business impact and ROI

Making investment decisions on quality infrastructure with clear business case justification

YOUR APPLICATION SHOULD DEMONSTRATE:

Education & Experience

Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or related field (Advanced degree

— MBA, Master's in Quality Management, or equivalent — preferred)

8+ years of progressive leadership experience in operational excellence, operations management, or related disciplines within

contact centre, retail, telecommunications, financial services, or BPO environments

5+ years of senior people leadership experience managing managers and leading multi-functional teams

Demonstrated ability to build or rebuild a function from scratch — designing structures, establishing governance, and embedding

ways of working in a previously undefined organisational space

Operational Excellence & Process Improvement

Strong process improvement capability with hands-on experience designing and executing improvement programmes using Lean, Six

Sigma, or equivalent structured methodologies (Formal certification — Green Belt or higher — is an advantage)

Working familiarity with quality assurance governance frameworks, audit methodologies, and compliance monitoring in service

operations environments

Proven experience leading QA as a function is an advantage; candidates with strong operational excellence credentials and a

learning orientation will be considered

Experience partnering with global or regional centres of excellence — leveraging shared methodologies while maintaining local

execution ownership

Leadership & Strategic Capabilities

Outstanding cross-functional stakeholder management and strategic influencing skills, with demonstrated ability to drive

accountability without direct operational authority

Strategic thinking and business acumen, with the ability to translate company strategy into clear operational excellence

roadmaps with minimal guidance

Change management capability with a track record of driving organisational transformation and building buy-in across diverse

stakeholder groups

Exceptional executive communication skills with the ability to present to senior leadership, translating complex operational

data into compelling business narratives

Analytical & Financial Acumen

Data-driven decision-making expertise with experience building executive dashboards and demonstrating ROI of operational

investments

Budget management and financial acumen, including departmental P&L ownership and strategic resource allocation decisions

Working knowledge of operational risk management, internal controls, and fraud prevention in service operations environments

Critical Success Factors

Build-from-scratch capability: You're comfortable with ambiguity and energised by the challenge of establishing structure where

little exists — you don't need a playbook to start delivering

Operational diagnostic rigour: You go beyond first plausible explanations to identify real root causes and design interventions

that deliver lasting performance change — not temporary improvements that fade

Partner orientation: You work effectively with Group QA/Training leadership, leveraging global frameworks rather than

reinventing them — a strong local execution partner who adapts intelligently

Executive presence: You can represent Q&OE credibly at senior forums, maintaining the function's strategic standing with

leadership through insight and evidence rather than position

Influence without authority: You've driven accountability and sustained change in environments where you don't control the

operations you're improving — and you've done it without burning bridges

Resilience: You can uphold standards when facing operational pressure to compromise, and you stay constructive while doing it

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, 2025 and 2026) and by

TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 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.

Role

Senior Operational Excellence and Quality Manager

Location

Kenya

Published

July 14

Deadline

August 17

Source

Employer website

Tags for this job

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