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 is looking for a Service Delivery Manager to keep a high-growth fintech’s customer operations humming KYC, collections, and support across phone, chat, and WhatsApp. Based in Upper Hill, you’ll own SLAs, quality, and vendor coordination while partnering with Product to squash friction. Expect real-time dashboards, weekly WBRs, and a relentless focus on “first-time right.” 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.