Job Description

We are looking for an Insurance and Logbook Operations Manager to join our Operations - Mobility team; as we scale up and drive digital and financial inclusion across our markets.

The successful candidate will manage back-end customer operations related to insurance, driving school attendance, and logbook management. You will develop and maintain relevant products/programs with external partners, prioritize actions to achieve SLAs/KPIs, and supervise team members to ensure an exceptional customer experience and efficient operations.

As our Insurance & Logbook Operations Manager, you will be at the heart of our mobility operations, leading critical functions that directly impact our customers' journey. You'll lead insurance offerings from policy structuring to claims processing and accident management, ensuring our customers are protected every step of the way.

You will design and manage driving school programs with external providers, helping customers acquire valid driving licenses while monitoring adherence and performance. Your role extends to logbook management operations, working closely with NTSA to set up seamless processes for our customers. Through data analysis and reporting, you will identify trends and drive product improvements that enhance our service delivery.

This role offers the opportunity to lead a team, foster their growth, and directly contribute to M-KOPA's mission of financial inclusion while building robust operational frameworks that scale with our business growth across our markets.

This is an on-site role, you would be working from our offices in Nairobi, Kenya, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Head of Operations.

• 3+ years of experience in asset finance, insurance, and transportation industries
• Bachelor's degree in Insurance, Business Administration, or Customer Service
• Experience in team management and process optimization
• Technical proficiency with advanced Excel skills
• Familiarity with data visualization tools like Looker
• Analytical and problem-solving abilities
• Strong verbal and written communication skills
• Familiarity with insurance regulations and logbook management
• Experience in claims processing and dispute resolution
• Previous experience in motorbike financing processes is a significant advantage
• Certifications in insurance or customer service are a significant advantage
• Ability to thrive in a fast-paced environment
• Ability to prioritize multiple initiatives
• Passion for customer excellence and operational efficiency
• Ability to work collaboratively across teams while driving SLA/KPI improvements