💼 About This Role

You'll define and execute the strategic direction for operational excellence at M-KOPA Kenya, leading a three-pillar department that ensures world-class standards. You'll build preventive controls to mitigate risks across Telesales, Customer Care, and Retail operations. This role offers significant strategic autonomy to position quality as a business enabler in a fast-growing fintech.

🎯 What You'll Do

• Define and execute the strategic direction for Quality & Operational Excellence
• Lead and develop a three-pillar leadership team (QA, Training, Process Excellence)
• Build strategic partnerships with operational department heads
• Maintain robust governance frameworks and risk management controls

📋 Requirements

• 10+ years of experience in quality assurance, operational excellence, or related field
• 5+ years of experience in a leadership role managing teams
• Proven track record in designing and implementing quality frameworks
• Experience in a high-volume, customer-facing operations environment

✨ Nice to Have

• Experience in fintech or financial services
• Six Sigma Black Belt or equivalent certification
• Familiarity with Africa's mobile money landscape

🎁 Benefits & Perks

• 🌍 Impact-driven work in one of Africa's fastest growing fintechs
• 🧠 Strategic autonomy to shape operational excellence
• 👥 Cross-functional collaboration with senior leadership
• 📈 Professional development opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Case Study/Presentation· 60 min