Senior Operational Excellence and Quality Manager

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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.

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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.

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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 oper