Senior Lead - HR Shared Services & Employee Relations

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.