Product Growth & Operations Manager at Kuunda 3D

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, executing on collection and recovery plans, building and nurturing bank and channel partnerships, ensuring adherence to SLAs, and implementing and enhancing operational processes.
• This position requires a blend of 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.
• This role reports to the Country Director - Kenya.

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: 

• Creative mindset with strong analytical skills and data-driven approach.
• Basic marketing knowledge and customer-centric thinking.
• Project management expertise and ability to work in dynamic environments.
• Process-oriented with experience in building structured procedures.
• Proven leadership and collaboration in team settings.
• Self-motivated and adaptable to change.

Qualifications: 

• Bachelor's degree in business, sales, or marketing.
• 4-5 years in financial services or telco (sales, growth, operations).
• Excellent communication in English and Swahili.
• Strong understanding of Kenya’s banking and digital payment ecosystem.
• Skilled in executive-level presentations and stakeholder engagement.
• Ability to influence and build alignment with executives and teams.
• Collaborative and flexible in handling shifting priorities.
• Tech-savvy with a commitment to diversity and inclusion.

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.