Operations Manager

Nairobi
Permanent
Full-time

30 days ago

Branch OverviewBranch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.Job OverviewThe Operations Manager role will be responsible for managing the day-to-day Customer Success operations for our East African business, including Customer Service, Loan Review, Loan Servicing and Collections, Payment Operations, and Quality Assurance.In this role, you will balance executing operational excellence with strategic planning for the various Customer Success Departments.This role reports to the Managing Director - East Africa and is based in Nairobi, Kenya.ResponsibilitiesOperations Management

Manage the Loan Review, Customer Service, and Loan Servicing & Collections Managers, including regular one-on-one meetings, performance reviews, and coaching
Set goals, regularly monitor team performance and key results, and produce reports for Leadership
Collaborate with Product, Engineering, Data Science, and other departments to drive process and product developments that improve the Branch customer experience
Communicate frequently with the Customer Success teams in other regions to improve the customer experience, as well as internal Customer Success processes
Recruit the best talent for Branch, working alongside People Operations and the Customer Success Managers to set key metrics to measure employee performance
Serve as the first point of escalation for system issues; support Product and Engineering teams in issue diagnosis and reporting
Facilitate discussions on budgeting with the Customer Success teams

Process Improvement and Efficiency

Maintain team documentation and develop detailed playbooks that drive repeatable processes across all countries in which Branch operates
Manage relationships with third party vendors, such as payments and messaging platforms
Identify product improvements and third party solutions for Customer Success tools, such as reporting and Customer Service tools
Identify process improvements and work closely with the Managing Director to scale process solutions identified across functions

Qualifications

Bachelor’s degree in Business Management or Economics or Mathematics or Computer Science or related areas.
At least 6 years of experience in senior operational activities and no less than 3 years in a Senior Management position
Fintech or financial services experience - preferred
Analytical, with strong Excel and data management skills; SQL skill preferred
Results driven, can work both independently and within a team.
Exceptional communication skills with a ‘get things done’ attitude
Experience of operating in a highly customer-centric culture
Ardent desire to learn added information and techniques in a constantly evolving field
Attention to detail, keen sense of responsibility and extremely elevated level of integrity
Excellent interpersonal, communication and negotiation skills
Experience managing, coaching, and coordinating high performing teams across functions
Highly entrepreneurial and action-oriented, comfortable with ambiguity and taking initiative
Experience in scaling high growth tech companies is preferred
Enthusiasm for working across cultures, functions, and time zones

Benefits of Joining

Mission-driven, fast-paced and entrepreneurial environment
Competitive salary and equity package
A collaborative and flat company culture
Where we work: Remote first, with the option to work in-person occasionally or when required
Fully paid health insurance benefit.
Work-life balance is not a myth, make use of our 28 days of paid vacation days, 30 days of sick leave and bereavement leave
Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
Company matched pension benefit
Monthly WFH stipend alongside a one time home office set-up budget
Annual professional development budget
Other benefits include; team meals, virtual social events and in person meet ups
Discretionary trips to our offices across the globe, with global travel medical insurance.
Opportunity to work and interact with a global team

We’re looking for more than just qualifications -- if you’re unsure that you meet the criteria but identify with our vision of providing equal opportunity to everyone to access financial services, please do not hesitate to apply!Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law.

Branch International

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