Senior Manager, Quality & Operational Excellence

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A SENIOR MANAGER - QUALITY & OPERATIONAL EXCELLENCE TO LEAD M-KOPA KENYA'S INDEPENDENT, CENTRALIZED QUALITY AND OPERATIONAL EXCELLENCE FUNCTION ACROSS TELESALES, CUSTOMER CARE, AND RETAIL OPERATIONS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] This role offers the opportunity to define and execute the strategic direction for operational excellence at M-KOPA Kenya, leading a three-pillar department that ensures world-class operational standards enable sustainable business growth. You'll lead Quality Assurance & Compliance, Training & Capability Development, and Process Excellence teams, driving preventive controls that identify and mitigate operational risks before they escalate. Operating with significant strategic autonomy, you'll standardize quality frameworks across all channels, build organizational capability through structured training, and position quality as a business enabler while working with talented cross-functional teams across Telesales, Customer Care, Retail, Risk & Compliance, and Global QA/Training leadership. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] 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. IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR: Strategic Leadership & Direction - Defining and executing the strategic direction for Quality & Operational Excellence aligned with M-KOPA Kenya's business objectives - Translating company strategic priorities into clear operational excellence roadmaps, quality frameworks, and capability development strategies - Providing strategic recommendations to senior leadership on operational risk landscape, quality maturity, and investment priorities - Championing operational excellence culture, positioning quality and continuous improvement as business enablers Team Leadership & Development - Leading and developing a three-pillar leadership team (Managers of QA & Compliance, Training & Development, Process Excellence) - Making strategic organizational design decisions including structure optimization, talent acquisition, and resource allocation - Creating a high-performance culture centered on independence, objectivity, data-driven decision-making, and continuous improvement 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 - 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 frameworks while owning local execution and results - Navigating organizational complexity and managing resistance when quality standards conflict with short-term operational pressures Governance & Standards - Maintaining robust governance frameworks including quality councils, calibration sessions, audit protocols, and escalation mechanisms - Ensuring quality standards, audit methodologies, and compliance frameworks remain current and consistently applied across all channels - Driving accountability for quality outcomes with operational leaders through transparent scorecards and data-driven performance conversations - Balancing independence and objectivity with collaborative partnership, maintaining appropriate distance while building trust Strategic Oversight & Performance Management - Providing strategic direction and oversight to Quality Assurance & Compliance, Training & Capability Development, and Process Excellence operations - Monitoring department performance against established KPIs and demonstrating business impact through clear metrics: fraud prevention savings, efficiency improvements, quality score gains, and training effectiveness - Developing and delivering executive reporting that enables senior leadership to make informed decisions about operational investments and priorities - Maintaining transparency on operational gaps and quality concerns, ensuring leadership has full visibility Risk Management & Preventive Controls - Maintaining comprehensive view of 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 materialize - Balancing risk mitigation with operational efficiency, ensuring controls are effective without creating unnecessary bureaucracy Change Management & Continuous Improvement - Leading organizational change initiatives related to quality standards, process improvements, and operational excellence practices - Driving cultural transformation toward operational excellence mindset where preventive thinking and continuous improvement are embedded in daily operations - Sponsoring strategic improvement initiatives requiring cross-functional collaboration and executive support Resource Management & Strategic Planning - D