Insurance Customer Operations Officer

About the role

M-KOPA's Mobility division is looking for an Insurance Customer Operations Officer in Nairobi to coordinate insurance coverage, manage end-to-end claims resolution and support rider income protection as the Mobility division scales across Kenya. The role sits at the heart of insurance and claims operations, ensuring timely, compliant coverage and quick, accurate claims handling. It is an on-site position reporting to the Customer Operations Team Lead.

Key responsibilities

• Coordinate insurance issuance, including sticker generation and DMVIC documentation, and manage policy renewals and customer notifications to prevent coverage lapses.
• Manage the full claims lifecycle: incident reporting and documentation, insurer submission, assessment, authorization, repair or compensation processing and claim closure.
• Liaise with insurers, approved garages, hospitals, customers and internal teams to keep claims moving and resolve bottlenecks.
• Process bed-rest compensation and medical payments accurately and within agreed turnaround times.
• Coordinate issuance, tracking and return of loaner bikes with the Inventory team.
• Maintain accurate, up-to-date insurance and claims records across tracking systems.
• Submit claims to insurers within SLA timelines, monitor progress and follow up on outstanding actions.
• Follow up with customers by phone to obtain documents, give status updates and guide them through the claims process.
• Monitor repair progress, turnaround times and quality standards with approved garages.
• Escalate complex claims, SLA breaches and high-impact cases to the Team Lead with background and recommendations.
• Prepare weekly reports on claims volumes, submissions, approvals, closures, ageing, turnaround times and SLA compliance.
• Work with Customer Operations, Inventory, Finance and Sales teams, and recommend improvements to reduce claims bottlenecks.

Required profile

• Experience in insurance operations, claims coordination or a related customer operations role.
• Strong attention to detail and ability to handle multiple active cases at once.
• Experience liaising with external stakeholders such as insurers, garages or hospitals is an advantage.
• Strong communication and follow-up skills.
• Ability to manage several workstreams while meeting SLA deadlines.

Required skills

• Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports.