Customer Operations Officer - Insurance
M-KOPA · Nairobi · OnSite
About the job
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR AN INSURANCE CUSTOMER OPERATIONS OFFICER TO COORDINATE INSURANCE COVERAGE, MANAGE END-TO-END CLAIMS RESOLUTION, AND SUPPORT RIDER INCOME PROTECTION AS WE CONTINUE TO SCALE OUR MOBILITY DIVISION ACROSS KENYA. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] ''This role sits at the heart of our insurance and claims operations — ensuring every eligible rider has timely, compliant coverage, and that when incidents happen, claims move quickly, accurately, and with a positive customer experience throughout. If you’re a detail-oriented operations professional with experience in insurance or claims coordination and a strong service mindset, this role is for you.'' [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/7ff786de-a317-4936-8e4a-f2b39ccd8afa/B13.png] ABOUT US M-KOPA’s Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. Our insurance operations function is critical to protecting riders’ livelihoods and M-KOPA’s assets; from coordinating policy issuance and renewals to managing the full claims lifecycle across insurers, garages, hospitals, and customers. You’ll work in a fast-paced, process-driven environment where accuracy, proactivity, and stakeholder coordination make a real difference. IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR: - Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses - Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure - Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey - Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support - Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period - Maintaining accurate, complete, and up-to-date insurance and claims records across all tracking systems, ensuring all accident incidents are promptly recorded with complete supporting documentation - Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays - Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process - Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication - Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions - Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance - Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery - Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/aff38f59-05b4-4811-9022-e7cf5bc6ce67/B2.png] This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Operations Team Lead. YOUR APPLICATION SHOULD DEMONSTRATE: - Experience in insurance operations, claims coordination, or a related customer operations role - Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously - Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage - Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports - Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively - Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines If the above is of interest to you, please apply. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diver
Requirements
Mobility Operations