Operations Manager
- Nairobi
- Permanent
- Full-time
- 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
- 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
- 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
- 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