Type : Jobs
Date : August 14, 2022
Location : Nairobi,Kenya

As the Operations Manager, you will manage the people and the processes in this team to make sure that we are meeting KPIs and are growing as a healthy sustainable team. This will include managing rotas, collecting feedback from representatives and working with the wider business to initiate and complete key projects with big customer impact.


  • Be accountable for the effectiveness of the operations and support teams.

  • Working with the team and senior management to create impactful KPIs and work with the operations and support team to achieve those KPIs.

  • Design, develop, support, and optimize infrastructure, tools, solutions and process in line with budget, approved operational and strategic objectives.

  • Work closely with each member of the team to listen and coach them on their career path

  • Work closely with the People team to design effective performance frameworks that ensures incentives are well aligned

  • Work closely with the Talent team to ensure that workloads are planned and that there is adequate support for the volumes we deal with on a day to day basis.

  • Accountable for metrics reporting to the Senior Leadership Team.


  • 5+ years of experience in a people management position

  • Knowledge and experience of working with modern customer support tools such as Zendesk or Intercom.

  • Lives and breathes customer experience – delivering excellent customer service is second nature to you!

  • Experience with process management and optimization.

  • Experience with project management including systems or process implementation

  • Strong written and oral communication and presentation skills.

  • Experience working with a fully remote working team and imparting support to the team in a remote setup.

  • Passionate about the company mission to build the future of payments for Africa.

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