Service Delivery Manager – Fintech Ops

Operations

K sh 160,000 – 280,000 gross / month

Openings: 1 Location: Nairobi – Upper Hill (Hospital Rd) Overview: Our client wants a Service Delivery Manager who can turn chaos into clockwork. This Upper Hill–based fintech runs nonstop KYC, collections, and customer support across phone, chat, and WhatsApp and you’ll be the nerve center making sure every SLA, ticket, and escalation stays under control. Think dashboards, not drama. You’ll own service delivery end-to-end: balancing quality, cost, and speed while aligning multiple vendors and internal teams. Expect weekly WBRs, scorecards, and data that demand decisions, not just slides. It’s an environment where “first-time right” isn’t a slogan; it’s survival. If you thrive where precision meets pace, and you can lead teams, challenge vendors, and still keep customers smiling, this role puts you exactly where the action is. Key Responsibilities: - Define and enforce SLAs across channels; manage real-time adherence. - Run WBRs/MBRs; publish action trackers and owner follow-ups. - Coordinate BPO/vendor capacity and quality scorecards. - Lead root cause analysis; drive backlog elimination with Product/Tech. - Run workforce plans with WFM; optimize shifts and cost. - Coach TLs; standardize QA rubrics; certify new playbooks. Education & Experience: - BCom (Operations/Finance) or BA (PPM); 3–6 years in service ops. - Fintech/telco/BPO experience highly preferred. Skills & Tools: - Contact centre platforms, QA frameworks, SQL/BI basics, and process mapping. KPIs: - AHT, FCR, CSAT/NPS, backlog age, cost/contact, vendor QA. Compensation (Kenya): KES 160,000–280,000 + quarterly bonus. Figures are client estimates and may vary depending on experience and interview performance. Benefits: - Medical, pension, hybrid stipend. Growth Path: - Senior SDM → Customer Operations Lead → Head of Operations. Ideal hierarchy and expected promotion cycle.