Senior Manager – Customer Care Hybrid

We are looking for a Senior Manager – Customer Care to join our Customer Care Team as we scale up and drive digital and financial inclusion across our markets.
 

Role Overview

As the Senior Manager – Customer Care, you’ll architect and execute customer-centric strategies while orchestrating seamless omnichannel operations across voice and digital platforms. You’ll be the driving force behind our customer satisfaction agenda, leading diverse outsourced and in-house customer care teams, to deliver world-class service at scale.

About Us

M-KOPA is a mission-driven fintech company transforming lives across Africa by providing access to smartphones, digital loans, and essential services. Our work directly impacts over 23 million lives, enabling families to access education, grow businesses, and build financial resilience. As a carbon-negative company that has displaced over 2 million tonnes of carbon emissions, we’re committed to creating sustainable impact.

This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Head of Operations.

What You’ll Do

Strategic Leadership & Execution

Champion Customer Strategy Implementation: Translate group-wide customer strategies into actionable tactical plans, coordinating cross-functional delivery and tracking measurable outcomes against strategic objectives.
Drive Operational Excellence: Oversee end-to-end contact center operations, ensuring seamless service delivery across multiple customer-facing teams and maintaining operational efficiency at scale.

Omnichannel Operations Management

Optimize Multi-Channel Performance: Lead comprehensive channel management across voice (inbound/outbound) and digital platforms (online chat, WhatsApp, Facebook, and emerging channels), consistently achieving and exceeding Service Level Agreements
Innovate Customer Interactions: Continuously evaluate and enhance channel strategies to meet evolving customer preferences and business needs.

Continuous Improvement & Innovation

Engineer Process Excellence: Conduct systematic reviews of customer care workflows, identifying bottlenecks and implementing data-driven improvements that deliver incremental efficiencies and enhanced customer outcomes.
Leverage Analytics for Insight: Transform operational metrics into actionable intelligence, driving evidence-based decision-making across the organization.

People Development & Performance

Build High-Performing Teams: Conduct structured performance discussions, deliver targeted coaching, and provide mentorship to Contact Center leadership, enabling them to achieve ambitious individual objectives and key results.
Strategic Talent Acquisition: Lead recruitment initiatives aligned with workforce forecasting models, ensuring optimal staffing levels and capability mix to support business growth.

Stakeholder Management & Problem Resolution

Serve as Escalation Point: Act as the primary resolver for complex customer, operational, system, or process issues requiring senior-level intervention and cross-functional coordination.
Manage BPO Partnership: Own the strategic relationship with outsourced BPO partners, driving performance, service delivery excellence, and continuous improvement initiatives.

Financial & Resource Stewardship

Optimize Cost Efficiency: Manage contact center operations within budgetary parameters while maintaining service quality standards and identifying cost-optimization opportunities.

Reporting & Business Intelligence

Deliver Performance Transparency: Provide comprehensive reporting and analysis on all critical Contact Center metrics, offering granular insights at both aggregate and individual agent levels to inform strategic decisions.
What You’ll Need

Proven Leadership Track Record: 5+ years in a senior management role within customer care operations, with demonstrable success in driving performance improvement and strategic initiatives
Contact Center Expertise: Substantial experience in Contact Center or BPO environments, with deep understanding of operational dynamics, performance metrics, and industry best practices
Omnichannel Mastery: Hands-on experience managing integrated customer service across multiple interaction channels, both voice and digital
People Leadership: Demonstrated success in leading, developing, and inspiring teams to achieve exceptional results in fast-paced, customer-centric environments
Operational Fluency: Comprehensive understanding of contact center operations, KPIs, workforce management, and quality assurance frameworks
Language Proficiency: Fluency in English (written and verbal).