Openings at M-Kopa

About the job

At M-KOPA, We Finance Progress.

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are looking for a Phone Returns Officer for Kenya within the Retail Department who is resourceful, organized, and proactive about getting things done. Your main objective will be to manage phone servicing, to ensure phones sent for repair are received by the customer within the stipulated SLAs. The position will report to the Diagnostics and Phone Servicing Manager.

Specific Duties & Responsibilities:

• Data and reporting:
• Daily data entry on phones tracker on phones sent for repair.
• Daily updates on phones that are over SLA on the tracker.
• Complex data analysis of Phone Servicing data using various excel functions.
• Create automated dashboards.
• Stakeholder Management:
• Weekly check ins with Repair Centers.
• Present data findings with stakeholders.

Key Job Qualifications:

• Bachelors’ degree in any field with a bias in Mathematics, Supply Chain Management, Business, or a related field.
• Must be conversant with intermediate/advanced knowledge of excel i.e. LOOK UP formulas, Pivot tables, functions, SQL and Power Queries, and be comfortable with performing complex data analysis.
• Minimum of 1-year professional experience in customer service and stakeholder management will be an added advantage.

Data and Reporting:

• 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 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.

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About the job

At M-KOPA, We Finance Progress.

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

In our transition from start-up to scale-up, the first priority is not anymore about pioneering new products. It is about building the people and creating the organization, systems and processes that support the desired scaling in our current markets and into future markets.

The Head of Operational Excellence will drive the internal excellence program. The role is to deliver improved processes, controls, systems, and associated behaviors all focused on getting more standards in place in the business, and continuously improving them.

The person will work closely together with Risk & Compliance, Finance, HR, and Software Product Management, next to liaising with the Customer Excellence team who are more externally focused in their drive for excellence.

The role will report to the COO.

While the role is to be based in one of our markets, it is expected that the person is to travel up to 10 times per year visiting the other operating countries.

KEY METRICS FOR ACCOUNTABILITY

• Survey results on operational excellence (to be developed)
• Employee Engagement scores on the question ‘most of the systems & processes here support us to get our work done’

SPECIFIC RESPONSIBILITIES

• Create an operational excellence culture through helping our people become better problem solvers, better decision makers, and as a result more productive and engaged.
• To achieve this, be a broken record on the desire to have documented standards in place. Drive process and system improvements built on standards, not shying away from organizational adjustments that need to be made
• Develop a standard how to assess a function on their journey to excellence maturity. Measure functions against that standard, help them pick the right area to improve on, and then help them improve on this. This includes running quarterly internal surveys on operational excellence by function
• Provide input to both HR and Finance functions how to get more value out of respectively the people or the financial side of assessed functions
• Drive continual improvement in the operational excellence program
• Possible line management responsibilities for assigned staff

EXPERIENCE AND SKILLS

• Passion for M-KOPA’s social mission and improving the lives of our customers.
• 7 years relevant work experience
• Eye for operational problems, always looking to fix them
• Strong listening skills
• Problem solving skills and the ability to think creatively
• Confidence to justify and implement change, and the ability for people to implement accordingly