We are seeking an Operations Manager with a strong commercial mindset and experience in telecom, handset distribution, or consumer finance. This role is critical to ensuring the efficient day-to-day running of our device financing business. You will manage cross-functional operations, streamline processes, and ensure service delivery at scale – supporting sales, credit, logistics, and customer care teams. Prior exposure to the mobile phone ecosystem in Kenya is highly advantageous. 

Key Responsibilities :

Operational Oversight 

• Oversee end-to-end operations of the device financing business, from onboarding and credit approvals to device delivery and after-sales support. 
• Ensure timely and accurate execution of operational processes in collaboration with internal departments and external partners. 

Team Coordination 

• Lead and coordinate cross-functional teams including logistics, risk, collections, and customer service. 
• Develop clear KPIs, ensure accountability, and foster a culture of ownership and continuous improvement. 

Process Optimization 

• Identify and implement operational improvements to increase efficiency, reduce errors, and improve customer satisfaction. 
• Drive automation, cost control, and operational scalability as the portfolio grows. 

Partner Support 

• Work closely with sales and partnership teams to ensure partner SLAs are met and operational performance is strong across dealer/distributor networks. 

Reporting & Analysis 

• Monitor key operational metrics and report on performance to the Head of Device Financing. 
• Analyze data to identify bottlenecks, inefficiencies, or risk exposures, and propose corrective actions. 

Qualifications:

• Bachelor’s degree in Business, Operations, Engineering, or a related field; a Master’s degree is an advantage. 
• 3+ years of operational experience, ideally in fintech, telecom, handset distribution, or retail finance. 
• Hands-on experience managing logistics, customer service, or credit operations. 
• Familiarity with the mobile phone supply chain in Kenya is a strong plus. 
• Proven ability to manage and motivate cross-functional teams. 
• Highly organized with excellent problem-solving and execution skills. 
• Strong analytical skills and comfort working with dashboards and KPIs. 
• Comfortable in a fast-paced, high-growth environment.