M-KOPA is a leading fintech and technology company that has transformed access to digital financial services across Africa. The organization provides affordable smartphones and other digital financial products to underserved customers using an innovative pay-as-you-go financing model. Through the use of advanced data analytics, artificial intelligence, and mobile technology, M-KOPA enables millions of people to access essential services, build credit histories, and improve their financial wellbeing.

Operating across several African markets including Kenya, Uganda, Nigeria, Ghana, Rwanda, and South Africa, M-KOPA continues to expand its technology-driven financial ecosystem. The company has built a strong reputation for combining financial inclusion with cutting-edge technology solutions that empower customers to participate more fully in the digital economy.

To support its continued growth and expansion across the continent, M-KOPA is currently recruiting for several strategic and technical positions across multiple departments. These roles span areas such as technology operations, data science, product development, marketing, customer operations, enterprise systems architecture, and people management.

The BPO Operations Manager is responsible for overseeing business process outsourcing (BPO) operations that support customer service and operational functions. This role ensures that outsourced teams deliver high-quality services while maintaining performance standards aligned with organizational objectives.

The position requires strong leadership and operational management skills to coordinate outsourced service providers and ensure service delivery excellence.

Key Responsibilities

• Manage relationships with outsourced service providers responsible for customer support and operational processes.
• Monitor service level agreements (SLAs) to ensure outsourced teams meet performance targets.
• Develop operational frameworks that ensure consistent service quality across outsourced operations.
• Coordinate training programs for BPO staff to ensure alignment with company processes and customer experience standards.
• Analyze performance metrics and identify opportunities to improve operational efficiency.
• Implement quality assurance processes that ensure service consistency across outsourced teams.
• Collaborate with internal departments to ensure seamless coordination between internal and outsourced operations.
• Lead initiatives aimed at improving customer service performance within BPO environments.
• Develop reporting systems that track operational performance and identify areas for improvement.
• Ensure compliance with company policies and regulatory requirements within outsourced operations.

• Manage relationships with outsourced service providers responsible for customer support and operational processes.
• Monitor service level agreements (SLAs) to ensure outsourced teams meet performance targets.
• Develop operational frameworks that ensure consistent service quality across outsourced operations.
• Coordinate training programs for BPO staff to ensure alignment with company processes and customer experience standards.
• Analyze performance metrics and identify opportunities to improve operational efficiency.
• Implement quality assurance processes that ensure service consistency across outsourced teams.
• Collaborate with internal departments to ensure seamless coordination between internal and outsourced operations.
• Lead initiatives aimed at improving customer service performance within BPO environments.
• Develop reporting systems that track operational performance and identify areas for improvement.
• Ensure compliance with company policies and regulatory requirements within outsourced operations.

• Leadership
• Operational Management
• Relationship Management
• Performance Monitoring
• Quality Assurance
• Process Improvement
• Data Analysis
• Reporting
• Compliance Management

• Strong leadership and operational management skills
• Experience in managing outsourced service providers
• Understanding of SLAs and performance targets
• Ability to develop operational frameworks
• Experience in coordinating training programs
• Proficiency in analyzing performance metrics
• Experience in implementing quality assurance processes
• Strong collaboration and communication skills
• Experience in developing reporting systems
• Knowledge of company policies and regulatory requirements