Senior Operational Excellence and Quality Manager

About the role

We are seeking a Senior Operational Excellence and Quality Manager to lead M‑KOPA Kenya’s Operational Excellence function. You will design and execute a roadmap that drives continuous improvement, process standardisation and performance accountability across Telesales, Customer Care and Retail operations.

Key responsibilities

• Develop and implement the operational excellence strategy, prioritising high‑impact improvement projects.
• Lead a three‑pillar team covering Process Excellence, Quality Assurance & Compliance, and Training & Capability Development.
• Apply structured methodologies such as Lean and Six Sigma to diagnose performance gaps and design solutions.
• Partner with Group QA/Training leadership to adapt global frameworks to local needs while owning results.
• Establish governance, accountability mechanisms and reporting dashboards to sustain world‑class standards.
• Influence channel heads and cross‑functional leaders without direct authority, ensuring alignment with strategic objectives.

Required profile

• Proven experience in leading operational excellence, quality or continuous‑improvement functions, preferably in a fast‑growing fintech or similar environment.
• Strong analytical mindset with the ability to translate data into actionable improvement plans.
• Excellent stakeholder management skills and the capacity to drive change across multiple business units.

Required skills

• Lean methodology
• Six Sigma (Green Belt or higher)