Operations Manager

Operations Manager Device Financing

Location: Nairobi Kenya

Employment Type: Full time

Role Overview

We are seeking an experienced Operations Manager to oversee and optimize the end-to-end operations of our device financing business. The ideal candidate will have extensive experience in mobile phone financing consumer lending or fintech operations with a deep understanding of the complete customer lifecycle including pre-sales onboarding after-sales service risk management collections and technical system coordination.

The successful candidate will be responsible for building operational excellence improving portfolio performance and ensuring seamless collaboration across sales customer service risk control collections and technical teams.

Key Responsibilities

Operations Management

Manage the full operational lifecycle of the device financing business.

Develop implement and continuously improve operational processes and SOPs.

Monitor key performance indicators (KPIs) and implement strategies to improve operational efficiency and profitability.

Ensure compliance with company policies and regulatory requirements.

Pre-Sales & Channel Operations

Design and implement SOPs for customer acquisition onboarding dealer management and merchant partnerships.

Oversee agent merchant and dealer onboarding training and performance management.

Ensure consistent execution of operational standards across all sales channels.

Customer Lifecycle Management

Establish and optimize customer service processes and service quality standards.

Develop customer retention and repeat-financing initiatives.

Monitor customer satisfaction and identify opportunities for service improvements.

Collections & Portfolio Performance

Work closely with risk and collections teams to improve repayment performance.

Analyze operational and portfolio data to identify performance gaps and recommend corrective actions.

Support collection strategies aimed at minimizing delinquency and maximizing recoveries.

Technical & Product Coordination

Act as the primary liaison between business operations and technical teams.

Define business requirements for system enhancements process automation and operational tools.

Support the implementation and optimization of device management and financing systems.

Qualifications & Experience

Bachelors degree in Business Administration Finance Operations Management or a related field.

Minimum 35 years of experience in device financing handset financing fintech digital lending or consumer finance operations.

Strong understanding of the complete phone financing lifecycle including acquisition onboarding after-sales support collections risk control and device management.

Experience developing and implementing SOPs and operational frameworks.

Strong leadership analytical and project management skills.

Experience working with technical product and risk teams is highly preferred.

Key Competencies

Leadership and team management

Operational excellence

Strategic thinking

Data analysis and reporting

Problem-solving and decision-making

Stakeholder management

Process improvement

Apply before 8th July 2026

Only shortlisted candidates will be contacted.