Kuunda is a B2B2C embedded digital financial company that provides liquidity to the informal sector through liquidity APIs, & proprietary credit scoring algorithms to generate behavioural & transactional borrowing profiles. Kuunda specialises in real-time, transactional based lending solutions. Kuunda builds dynamic, embedded financing solutions that create sustainable economic productivity by providing agent networks, small businesses & consumers with access to liquidity products & services.
OUR TEAM
Our team has significant experience in implementing complex financial services across several markets. Collectively, we have over 20 years of experience implementing solutions in 17 African markets. Our company is a hybrid workplace combining working from partners offices & with operational hubs in Cape Town and. We're an international team with varying cultures and lived experiences that form a collective of passionate innovators creating solutions for the future of microfinance.
OUR ROLE
As the Product Growth & Operations Manager you will play a vital role in assisting and collaborating closely with the Country Director -Kenya to ensure the efficient day-to-day management of our operations in Kenya.
Your primary focus will be to support the Country Director in driving product growth and operational excellence. You will also be tasked with formulating and executing on collection and recovery plans, building and nurturing bank and channel partnerships and implementing and enhancing operational processes.
A highly driven, high performing individual who can deliver with pace would best fit this role. In addition, the role will require creativity, analytical thinking, and strong communication skills. You will work in a dynamic environment with cross-functional teams, including data scientists, product teams, commercial teams, and external partners.
Reporting directly to the Country Director – Kenya, the role offers the chance to join a venture-funded stage, high growth startup and to have a positive impact on the communities we serve.
RESPONSIBILITIES:
- Product Growth: Work closely with the channel and bank partners to formulate and execute growth strategies to ensure achievement of annual budgets. Track and monitor performance against KPIs and identify areas of improvement and focus. Proactively engage with the data team to gather insights from customer data to inform both tactical and strategic initiatives.
- Operations Support: Support the Country Director to manage day to day operations to ensure the smooth delivery of service of all products. This shall include but is not limited to monitoring of technical and operational issues and ensuring escalation and resolution within the agreed SLAs.
- Default Management: Closely monitor and manage the default rate by executing on agreed collections and recoveries plans. Support the bank or financial service provider collection desks to track the performance and effectiveness of campaigns and initiatives. In collaboration with the bank partner, continuously review and identify areas to improve collections.
- Partnership Management: Support the Country Director to build and manage the bank and channel partnerships in-country through continuous engagement and collaboration with key stakeholders.
- Operational Excellence: Continuously monitor and review product and operational processes to ensure that value is consistently delivered to the customer. In collaboration with the product team, regularly gather consumer and market insights to inform product-market fit. Review top caller reasons and engage with the cross functional teams to identify areas of improvement.
- Liquidity Management: Ensure that the bank or financial service provider consistently meets the funding requirements to enable product operations and targeted growth by closely monitoring the disbursement wallets and responding quickly when minimum thresholds are met.
- Contracting: Coordinate the contracting process for new products and partnerships in Kenya and ensure all contracts are executed in a timely manner.
- Training and Development: Conduct training of the in-country bank and channel partner customer facing and sales teams on new products, processes, systems to ensure they have sufficient knowledge to provide the required customer support. Work closely with the Country Director to develop training plans, manuals and call scripts to facilitate this training.
- Process Development: Adapt and develop operational internal processes for the Kenya market in line with the overall operational processes developed for the Africa subsidiary. These should be continuously reviewed to reflect the changing market environment.
- Reporting: Prepare weekly and monthly reports for key stakeholders, providing insights and recommendations.
WHAT WE ARE LOOKING FOR:
Experience:
- Education: University degree, preferably in business, sales and or marketing.
- Experience: 4-5 years of experience in financial services or telco, in sales, growth and/or operations.
- Communication: Excellent written and verbal communication skills in English and Swahili.
- Industry Knowledge: Solid understanding of the banking and digital payments ecosystem in Kenya. This includes regulatory framework.
- Presentation Skills: Strong experience in presenting to executive sponsors and stakeholders.
- Influence and Team Building: Ability to influence and gain buy-in from executives, team members, partners, and peers.
- Collaborative: Able to work both independently and in a team-oriented, collaborative environment.
- Adaptability: Flexible with the ability to handle shifting priorities and demands.
- Technology Savvy: Ability to learn, understand, and apply new technologies.
- Diversity and Inclusion: Commitment to supporting a diverse and inclusive work environment.
Qualifications:
- Education: University degree, preferably in business, sales and or marketing.
- Experience: 4-5 years of experience in financial services or telco, in sales, growth and/or operations.
- Communication: Excellent written and verbal communication skills in English and Swahili.
- Industry Knowledge: Solid understanding of the banking and digital payments ecosystem in Kenya. This includes regulatory framework.
- Presentation Skills: Strong experience in presenting to executive sponsors and stakeholders.
- Influence and Team Building: Ability to influence and gain buy-in from executives, team members, partners, and peers.
- Collaborative: Able to work both independently and in a team-oriented, collaborative environment.
- Adaptability: Flexible with the ability to handle shifting priorities and demands.
- Technology Savvy: Ability to learn, understand, and apply new technologies.
- Diversity and Inclusion: Commitment to supporting a diverse and inclusive work environment.
Personality:
- Extrovert: Interact with a lot of external & internal stakeholders & enjoy spending time with them
- “Doer”: Willingness to roll up one’s sleeves to get the job done
- Attention to detail: Need to be able to identify relevant details & dismiss irrelevant ones in order to ensure no loophole is created.
WHAT YOU WILL GET FROM US:
We're a team of independent-minded people with diverse, unique skills, and complementary capabilities. We're on a mission to create substantial and sustainable economic futures, and by embodying a culture of collaboration and resilience we're able to embrace and amplify our unique abilities to create meaningful change.
We offer:
- Competitive salary and performance-based bonus
- Opportunities for professional development and career growth
- Flexible work arrangements and a supportive, inclusive work culture
- Exciting and challenging work environment at the forefront of fintech innovation
LOCATION
Nairobi, Kenya working at our offices, partner office and ability to travel frequently is required
INTERESTED, GET IN TOUCH….
Has this role got you excited? Do you think what we do at Kuunda is impactful? If the answer to both questions is, yes, please apply online to join our dynamic team!
