About the job

• We are looking for a Repair Centre Manager – Mobile Devices to join our PLAK (Phone Assembly) team in Kenya as we scale up and drive digital and financial inclusion across our markets.
• As a Repair Centre Manager – Mobile Devices you will become the guardian of second chances, leading the mission to restore returned devices to their full potential while ensuring every customer receives products that exceed their expectations. Working at the intersection of technical excellence and customer care, you’ll transform challenges into opportunities, lead skilled repair teams, and ensure that every device that leaves your care center represents M-KOPA’s commitment to quality and sustainability.
• At M-KOPA, refurbishment isn’t just about fixing devices—it’s about extending opportunities for financial inclusion. In this role, you will transcend traditional repair management to become a strategic architect of product lifecycle excellence. You will design and implement repair processes that don’t just restore functionality but enhance customer trust, working closely with cross-functional teams to ensure our refurbishment operations support sustainable growth while maintaining the highest quality standards.
• We believe in excellence through continuous improvement and empowering teams to achieve extraordinary results. You will develop sophisticated repair protocols, monitor quality with precision, and create environments where every team member can grow while delivering exceptional outcomes. Your technical leadership expertise will be crucial in identifying process improvements and ensuring the consistent delivery of restored devices that feel brand new.
• You’ll oversee care center operations and refurbishment processes, leading a team that handles reworks and repairs of devices earmarked for refurbishment. You’ll coordinate repair and rework processes for customer-returned phones, ensuring timely and effective resolution while maintaining high customer satisfaction and operational excellence.
• Your role involves monitoring the quality of repairs and reworks, ensuring all returned products meet stringent quality standards before being sent back to customers. You’ll conduct thorough inspections using established quality control procedures, collaborate with repair technicians to address concerns, and provide feedback to improve processes and reduce defects.
• You’ll work closely with Process Engineers to identify and address systemic issues that may lead to product returns, collaborate with Retail and Customer Care teams to ensure customer satisfaction, and compile data on repair activities, including common faults and turnaround time, to suggest process improvements.

This is an on-site role in Kenya reporting to the Head of Manufacturing.

• Success in this role comes from a unique blend of technical mastery and inspirational leadership. We need someone who has walked the path of electronics repair excellence and understands that true operational success lies in building teams that consistently deliver quality while continuously improving processes. Your experience should tell a story of leading technical teams that didn’t just fix problems but prevented them from happening again.
• We are seeking someone whose career demonstrates a deep understanding of how repair operations can enhance customer experience. Perhaps you have 4+ years of experience in electronics repair with at least 2 years in a supervisory role, preferably in mobile phone repair or related industries, where you’ve developed processes that transformed repair quality and efficiency.
• Your Bachelor’s degree in engineering, electronics, or a related field should be complemented by a proven understanding of mobile phone repair processes, diagnostic tools, and quality control methods. Your ability to lead and motivate teams while managing workflow should be second nature, as should your talent for problem-solving and identifying root causes to reduce customer returns.
• The ideal candidate will have excellent communication skills for coordinating with stakeholders and training staff, along with the ability to work hands-on and perform complex repairs alongside the team. You should be comfortable working in a dynamic environment with a focus on continuous improvement and customer satisfaction.
• Most importantly, we need someone who embodies our values of quality, sustainability, and customer excellence – someone who doesn’t just want a job but wants to be part of a mission that’s making life-enhancing products accessible across an entire continent through innovative solutions and exceptional care.
• If this sounds like the challenge you’ve been waiting for, where your expertise in electronics repair and team leadership can truly make a difference in delivering quality products that change lives, we want to hear your story.

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The Role

• You’ll work directly with our executive team on critical strategic initiatives, managing OKRs and scorecards while diving deep into analytical projects that shape our business direction. This is a high-visibility position within our Fintech strategy team where your quantitative insights will drive decisions affecting millions of underserved customers across multiple African markets.

Key Responsibilities:

• Coordinate strategy across the company through OKRs, scorecards, and key strategic forums
• Lead and execute analytical deep-dives that deliver actionable results
• Partner with different business units on high-priority strategic projects
• Bridge gaps and drive cross-functional initiatives where needed

What You’ll Bring
Essential:

• 4+ years experience in strategy consulting, corporate strategy, or similar analytical roles
• Strong quantitative skills with advanced Excel and data analysis capabilities
• Ability to translate complex data into actionable strategic recommendations

Location & Benefits

• Hybrid – Ideally 1 day per week in office (Nairobi, Lagos or Johannesburg)
• Work with diverse teams across UK, Europe, and Africa
• Professional development programs and coaching partnerships
• Family-friendly policies and flexible working arrangements
• Well-being support and career growth opportunities

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We are looking for a Retail Operations Manager – Mobility to join our Mobility team as we scale up and drive digital and financial inclusion across our markets.

• As our Retail Operations Manager – Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.
• You will ensure seamless end-to-end motorbikes onboarding, proactively identify and address customer needs, maintain consistent service standards, and use feedback to drive continuous improvement.
• By leveraging data insights, process innovation, and cross-functional collaboration, you will enhance customer satisfaction, build brand loyalty, and strengthen our organization’s competitive edge.

About Us

• In this role, you will be at the forefront of transforming our customer experience across all Mobility Retail outlets. Your primary focus will be maintaining End-to-End Motorbike Onboarding across all retail outlets, ensuring our customers receive exceptional service from the moment they walk through our doors. You will monitor and improve key customer satisfaction metrics including CSAT and NPS scores, using sophisticated feedback mechanisms to identify service gaps and opportunities for enhancement.
• Working collaboratively with IT, marketing, product, and sales teams, you will align customer service strategies with broader business goals while designing, testing, and documenting new processes that improve mobility customer onboarding and service delivery. You will develop and deliver comprehensive staff training programs on retail customer service best practices, product knowledge, and process protocols, ensuring our teams are equipped to deliver world-class service.
• Your analytical skills will be put to excellent use as you establish and monitor Service Level Agreements (SLAs) to ensure timely and effective customer query resolution, while analyzing customer feedback to generate actionable reports for leadership decision-making. Additionally, you will oversee budget preparation, vendor payments, and financial operations related to M-KOPA Mobility Retail functions, building and maintaining strong vendor relationships.
• This is an on-site role, you would be working from our offices in Kenya, partnering with a diverse group of employees from our different markets and locations. You will be reporting to the General Manager while leading a team of Mobility Customer Experience Officers and Mobility Field Service Officers.

Expertise

• We are looking for a seasoned professional who can lead, coach, and mentor teams while fostering a high-performance culture through continuous feedback, training, and professional development.
• You should have a bachelor’s degree in business administration or a related field with 7+ years of experience in customer experience management, retail operations, or related roles.
• Your demonstrated ability to lead and train teams with a focus on performance improvement, combined with excellent communication and stakeholder engagement skills, will be essential for success in this role. Technical proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk) is required, along with strong problem-solving ability and a track record of driving data-driven improvements.
• Being fluent in both English and Swahili is essential for this role, as you will be working directly with diverse customer bases and team members.
• If you thrive in a fast-paced environment where continuous improvement and customer-centricity are at the heart of everything we do, and you are passionate about building exceptional customer experiences that drive business growth, this could be the perfect opportunity for you.

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About The Job

As the Partnerships Manager at M-KOPA, you will be at the helm of our most crucial collaborations, shaping the trajectory of our strategic alliances. This role is more than just managing partnerships; it’s about leading and ensuring partnership activities drive customer acquisition and commercial performance.

What You’ll Do

• Your mission goes beyond project management. With your expertise, you’ll be the architect of our partnership strategy, designing and executing high-impact initiatives that align with M-KOPA’s vision. From orchestrating complex projects to ensuring seamless collaboration and mutual growth, your role will be pivotal in advancing our goals.
• But that’s just the beginning. Your leadership will unlock new dimensions of success, as you implement robust processes, safeguard our agreements, and continuously enhance our operations. Your focus on effective communication and strategic problem-solving will drive innovation and ensure that every partnership not only meets but exceeds expectations.
• In this role, you will have the opportunity to shape and implement our partnership strategy, ensuring every collaboration is strategically aligned and impactful. As you lead and oversee these pivotal projects, you’ll also identify potential risks and challenges, crafting proactive mitigation strategies to keep everything on track. Your ability to prepare insightful reports on project progress, key performance indicators, and milestones will be crucial. Your contributions will directly influence our ability to forge successful alliances and advance our mission.

You will be reporting to the Senior Manager Strategy and Operations.

We seek a leader who embodies our core values of progress, innovation, and collaboration, someone who can inspire and drive change while excelling in a dynamic environment.

Success in this role comes from a unique blend of strategic vision and hands-on execution. We need someone who has walked the path of complex project management and understands that true partnership success lies in the details. Your experience should tell a story of leading high-profile collaborations that didn’t just tick boxes but drove real commercial growth.

We are seeking someone whose career demonstrates a deep understanding of how partnerships can influence sales processes and commercial strategy. Perhaps you have orchestrated alliances that transformed customer acquisition strategies, or maybe you’ve been the person who spotted risks others missed and crafted solutions that kept critical projects on track. Your ability to analyze performance data and derive actionable insights should be second nature, as should your talent for inspiring diverse teams to work towards a common goal.

To excel in this role, you’ll need:

• At least 5 years’ experience with 3 years in a Senior Partnership role, managing high-profile partnerships. You should demonstrate a proven track record of successfully managing relationships with senior executives in partner organizations.
• strong leadership skills and the ability to make strategic decisions.
• Bachelor’s degree in Business Administration, Marketing, Communications, Economics, or related field, PMP Certification is a plus.
• Experience in a similar role, demonstrating your strong Partnership and Project management skills
• Excellent communication and interpersonal skills to collaborate seamlessly with diverse teams and partners. You should have experience in negotiating high-value deals and managing complex stakeholder relationships.
• Strategic thinking and problem-solving abilities to drive successful outcomes in a fast-paced environment. To ensure that all partnerships are strategically aligned with M-KOPA’s goals and objectives.
• Proficiency in project management tools and familiarity with the PAYGO industry will be advantageous.

Your CV should showcase:

• Strategic Partnerships: Examples of high-profile partnerships, and the seniority of stakeholders involved.
• Project Leadership: Evidence of managing complex projects successfully.
• Risk Management: Demonstrated ability to identify and address risks.
• Analytical Skills: Examples of producing insightful reports and analyzing performance.

Shape People Strategy in Our Largest Market Amid Unprecedented Growth

Join M-KOPA’s Kenya People team as we scale from 7 million to 10 million customers, building the talent infrastructure that drives Africa’s financial inclusion revolution.

We are expanding quickly and with intention. Having reached 7 million customers and unlocked over $2 billion in credit, we are now focused on strengthening our people capabilities to maintain this momentum. As the Senior People Partner for Kenya—our oldest, largest, and most strategic market—you will play a key role in attracting, developing, and retaining the talent that empowers 86% of our customers to report an improved quality of life.

Why Join During This Growth Phase

The timing matters. We’ve grown our workforce to 2,300+ employees, expanded our agent network to 35,000, and massively increased investment in employee training (53,000+ hours delivered). We’re not just hiring—we’re building scalable people systems that will define how Africa’s leading fintech grows.

Your role sits at the centre of this expansion. Kenya represents our deepest market expertise, our largest customer base (over 3 million), and our most significant economic contribution (KES 17.2 billion in taxes). The people strategies you build here will influence how we scale across Nigeria, Ghana, South Africa, and Uganda.

Why This Role Transforms People Partnership Careers

Perfect for seasoned HR leaders ready to apply their expertise where people strategy directly enables financial inclusion at scale, you’ll:

• Partner with Kenya’s leadership team during pivotal growth—scaling operations that have created 16,000+ jobs while maintaining 86% customer satisfaction
• Design talent strategies supporting our goal of 50% female representation across customers, agents, and employees
• Lead organizational development for teams ranging from our smartphone assembly facility (grown from 50 to 450 employees) to field operations managing 35,000 agents.

Must-Have Qualifications:

• Extensive progressive HR experience with significant time partnering with senior executives in fast-growth, complex organizations
• Proven track record designing people strategies that drive measurable business results across local and global contexts
• Strategic and operational range—equally comfortable with long-term planning and hands-on execution with strong business acumen.

Your Strategic People Impact

• Each day, you will combine strategic advisory work with hands-on execution. You’ll collaborate with Kenya’s leadership team to address organizational challenges for operations that serve over 3 million customers, while also contributing to global people initiatives spanning five markets.
• You’ll leverage people analytics to track critical metrics—such as employee engagement in our fastest-growing market, retention during periods of hypergrowth, progress toward our 50% diversity goals, and the health of our talent pipeline as operations scale toward serving 10 million customers.
• Working onsite in Kenya with hybrid flexibility, you’ll coach managers who support employees driving achievements like delivering 1 million+ health insurance policies, financing more than 4,000 e-motorbikes, and assembling 2 million smartphones locally.
• Your change management expertise will help guide transitions as we continue to expand, ensuring we maintain the culture that has made us one of Africa’s fastest-growing companies.

What You’ll Actually Do

• You’ll spend your first 90 days conducting systematic risk assessments across all five markets, identifying the highest-priority safety gaps and vulnerabilities. You’ll interview sales leaders, DSRs, country teams. You’ll examine incident data, audit findings, existing protocols. You’ll emerge with a comprehensive remediation roadmap—not a document that sits on a shelf, but an executable plan with clear ownership, milestones, and measurable outcomes.
• Then you build. You’ll design grievance mechanisms that sales agents actually trust and use. You’ll create training programs that embed safety thinking into onboarding and ongoing development. You’ll establish quarterly OKRs that tie safety performance to business metrics. You’ll implement monitoring dashboards that give real-time visibility into safety metrics and emerging risks across the entire network.
• You’ll also lead partnerships—with external security vendors, technology providers, specialized GBVH service providers—ensuring our sales force has access to protection capabilities that match the complexity of their operating environment.
• This role is demanding. You’ll manage competing priorities from senior stakeholders across functions. You’ll navigate cultural sensitivities around reporting and intervention. You’ll make decisions with imperfect information in fast-moving situations. And you’re probably ready for exactly this.

What You Bring

• Extensive progressive experience building safety, compliance, or welfare programs in complex, multi-geography organizations—particularly in emerging markets or field-based operations. You’ve done more than manage programs; you’ve architected them from strategic vision through operational execution.
• Deep subject matter expertise in gender-based violence prevention, field staff safety protocols, and crisis management, with demonstrable impact in high-stakes environments. Professional certifications in safety management, crisis response, or GBVH prevention strengthen your candidacy.
• Proven ability to design scalable operational frameworks, lead cross-functional stakeholder partnerships, and deliver measurable results in high-visibility environments. You bring strong analytical capabilities and understand how to build monitoring and evaluation systems that actually drive improvement.

Why this timing matters

If you’ve noticed us advertising multiple roles recently, you’re right. This isn’t random hiring—it’s deliberate infrastructure building. We’re in the middle of our most aggressive growth phase, and we’re building the operational backbone that will carry us from 7 million to 10 million customers and beyond. You’re not joining to maintain what exists. You’re joining to build what comes next.

What makes this role different

Most Inventory Lead roles have you managing existing processes in stable environments. This one asks you to build resilience into a supply chain that’s scaling 40% year-over-year while supporting life-changing products.

Your typical inventory role: Maintain accuracy in a predictable warehouse environment, report stock levels, manage small teams with established procedures.

• This role: Coordinate inventory operations that directly enable financial inclusion for millions. Build reporting frameworks that inform business decisions at the highest level. Lead continuous improvement initiatives that shape how we scale across multiple locations. Your recommendations don’t disappear into bureaucracy—they get implemented because getting inventory right means getting products into customers’ hands faster.
• When you validate a return or optimize stock movement here, you’re directly impacting whether a small business owner gets their smartphone on time to start accepting mobile payments, or whether a motorcycle taxi driver gets their e-bike to start earning $5.62 more per day.

Your impact

• You’ll oversee material movement, stock accuracy, and resupply operations across assigned locations, coordinating between material rooms and work areas while leading a team of inventory associates and officers.
• On any given week, you might coordinate cross-location inventory operations ensuring thousands of smartphones and solar products move smoothly from receipt to customer deployment. You’ll develop reporting frameworks that give management real-time visibility into inventory accuracy and warehouse performance—data that directly informs our scaling decisions. You’ll plan stock movement strategies that anticipate demand spikes when we launch in new territories or introduce new products. You’ll lead cycle counts and monthly stock takes that involve coordinating multiple team members, validating complex reconciliations, and ensuring every discrepancy is investigated and resolved.
• You’ll champion continuous improvement initiatives—implementing 6S methodologies, recommending warehouse layout optimizations, and driving process enhancements that improve efficiency as we scale. When you spot a pattern in returns or defective items, you’ll validate the issue, escalate to the right stakeholders, and recommend process improvements that prevent future occurrences. You’ll coordinate task allocation for your team, ensuring deadlines are met even during our busiest periods, and provide management with insights and recommendations on warehouse performance, risks, and optimization opportunities.

What We Need From You

• Demonstrable progressive experience in inventory and material handling operations, including proven success in a supervisory or team lead capacity where you’ve coordinated multiple people and improved operational outcomes.
• Established expertise in ERP systems and advanced Excel proficiency, with the ability to build reporting frameworks, analyze stock data, and translate inventory metrics into actionable business insights.
• Strong track record in leading operational improvement initiatives, including experience championing process optimization, implementing quality standards (such as 6S), and driving measurable improvements in accuracy and efficiency.

• We are seeking a dynamic Learning & Development Lead to join our L&D team at M-KOPA. This role is perfect for a learning professional who thrives on designing impactful training experiences, managing educational programs, and driving organizational learning initiatives through data-driven approaches and cutting-edge learning technologies.

What You’ll Do
Learning Strategy & Program Development

• Facilitate and deliver comprehensive learning programs aligned with organizational objectives and business goals.
• Conduct thorough learning needs assessments using surveys, interviews, and data analytics to identify skill gaps.
• Create engaging e-learning content, including multimedia resources, interactive modules, and mobile-friendly learning materials.
• Facilitate training sessions, workshops, and learning experiences across various formats (virtual, in-person, blended, microlearning).
• Support the delivery of Talent Management programs.

Technology & Innovation

• Manage and optimize Learning Management System (LMS) and learning technologies.
• Procure and evaluate emerging learning technologies, AI-powered learning tools, and virtual reality training solutions.
• Design and implement digital learning strategies including social learning and performance support tools.
• Create mobile-first learning experiences and just-in-time learning resources.

Data Analytics & Measurement

• Develop and track learning analytics and key performance indicators (KPIs) to measure training effectiveness and ROI.
• Conduct data-driven analysis of learning outcomes, engagement metrics, and business impact.
• Prepare comprehensive reports on program effectiveness and learning trends for leadership teams.
• Use learning analytics to personalize learning paths and improve program design.

Stakeholder Management & Business Partnership

• Champion training programs across the organization through strategic marketing and communication campaigns.
• Build strong partnerships with department heads, subject matter experts, and external vendors.
• Present business cases for L&D investments demonstrate measurable impact on organizational performance.
• Manage relationships with external L&D partners, vendors, and technology providers.

Budget & Operations Management

• Maintain the learning & development budget and records.
• Manage procurement processes for training materials, technologies, and external partnerships.
• Maintain accurate records of training activities, compliance requirements, and program outcomes.

What You’ll Need

• Bachelor’s degree in human resources, Education, Psychology, Instructional Design, or related field.
• 3-5 years of experience in learning and development, instructional design, or corporate training
• Proven experience with Learning Management Systems (LMS) and e-learning authoring tools (Articulate, Captivate, etc.)
• Strong knowledge of adult learning theories and instructional design principles
• Experience with data analysis and learning analytics tools
• Excellent facilitation, presentation, and communication skills
• Project management experience with ability to manage multiple programs simultaneously
• Proficiency in Microsoft Office Suite and familiarity with collaboration tools.