Head of Operations

1 day ago

Nairobi, Nairobi Area, Kenya Talent Safari Full time 900,000 - 1,200,000 per year
About Us

We are dedicated to fostering upward social mobility in diverse communities by providing credit access to entrepreneurs who are often excluded from traditional banking. Through a combination of asset financing, fintech innovations, AI-based underwriting, and proprietary car portals, we empower local entrepreneurs, such as motorcycle taxi riders, Uber/Bolt drivers, and small business owners, to purchase their own vehicles and obtain loans to expand their businesses.

Mogo Kenya is expanding into smartphone and device financing and is seeking a strategic, execution-driven Head of Operations to lead and scale our operational function. This role will be responsible for building operational processes, ensuring seamless execution across sales, dealer management, customer care, and debt collection, and preparing the business for rapid growth.

About The Role

The Head of Operations will play a key role in ensuring customer success, strong debt collection practices, and operational excellence, driving both efficiency and quality across the business.

Relocation to Nairobi, Kenya is required.

Key Responsibilities:

  • Strategy & Alignment

    • Define and implement an operational strategy to support the launch and scale-up of device financing.

    • Work closely with the Head of Device Financing and other leadership to align operational strategy with business goals.

  • Process & Risk Management

    • Drive continuous process improvements to maximize efficiency and minimize risk.

    • Partner with the Risk team to enforce robust fraud prevention and customer verification processes.

    • Ensure all processes comply with company policies and local regulations.

  • Customer Experience & Performance

    • Ensure customer experience is positive throughout the financing journey, from onboarding to repayment.

    • Oversee and strengthen debt collection processes, working closely with Mogo's existing DC team to minimize defaults.

    • Monitor KPIs related to customer satisfaction, churn, repayment rates, and default management.

  • Team Leadership & Development

    • Manage and scale the operations team.

    • Build frameworks for training and onboarding to ensure rapid productivity of new hires.

    • Foster a culture of accountability, collaboration, and performance excellence.

Qualifications

  • 3-5 years of experience in fintech or related industries, with strong exposure to operational excellence.

  • Demonstrated experience leading teams and delivering strong performance outcomes.

  • Proven track record in scaling operations in fast-growth environments.

  • Experience working with dealers, distributors, or large partner networks.

  • Strong leadership and people management skills; experience managing mid-level managers and large teams.

  • Excellent analytical, problem-solving, and decision-making skills.

  • Ability to balance strategic vision with hands-on execution in a startup/scale-up environment.

  • Strong stakeholder management and cross-functional collaboration skills.

Nice to Have

  • Experience in device financing, mobility, or e-commerce operations.

  • Familiarity with the Kenyan smartphone and retail ecosystem.

  • Prior experience with process digitization and CRM/ERP systems.

  • Fluency in additional local languages.

What We Offer

  • A prime opportunity to establish and scale operational excellence in a growing device financing business, shaping strategy, building high-performing teams, and driving customer impact.

  • An approachable and resourceful management team.

  • A multicultural and professional team dynamic.

  • Competitive monthly salary and results-oriented bonus system

  • Housing allowance and periodic flights back to home country.

  • Relocation support (flights to Nairobi, visas)

  • Health insurance

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