Customer Operations Officer – Insurance

M-KOPA's Mobility division focuses on making electric motorcycles accessible and affordable in Kenya. Their insurance operations are vital for protecting both riders' livelihoods and M-KOPA's assets, managing everything from policy issuance and renewals to the full claims lifecycle across various stakeholders.

The Customer Operations Officer will be a key part of M-KOPA's Mobility division, which aims to provide affordable electric motorcycles in Kenya. This role is central to the insurance operations, ensuring the protection of both riders and company assets. Responsibilities include coordinating the issuance and renewal of insurance policies, as well as managing the complete claims process from initial reporting through to final resolution. The successful candidate will operate in a dynamic, process-oriented environment where precision, proactive engagement, and effective coordination with various internal and external stakeholders are essential for delivering seamless service.

1. Coordinate insurance issuance, including sticker generation and DMVIC documentation, and proactively manage policy renewals and customer notifications to prevent coverage lapses.
2. Manage the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure.
3. Liaise with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey.
4. Process bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support.
5. Coordinate the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period.
6. Maintain 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.
7. Submit claims to insurers within agreed SLA timelines, monitor progress against turnaround targets, and proactively follow up on outstanding actions to minimize delays.
8. Conduct regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process.
9. Coordinate with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication.
10. Identify and escalate complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions.
11. Prepare and submit accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance.
12. Work closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery.
13. Identify recurring claims bottlenecks and process inefficiencies and recommend practical improvements to strengthen operational controls and enhance customer experience.

1. Proven experience in insurance operations, claims coordination, or a similar customer operations role.
2. Exceptional attention to detail, capable of maintaining accurate records and managing documentation for multiple active cases simultaneously.
3. Experience in liaising with external stakeholders such as insurers, garages, or hospitals is highly advantageous.
4. Proficiency in Excel and data tracking tools, with the ability to generate and analyze weekly performance reports.
5. Strong communication and follow-up skills, comfortable proactively engaging with customers, internal teams, and external partners.
6. Ability to effectively manage multiple workstreams concurrently without compromising quality or missing service level agreement deadlines.
7. A Diploma qualification.
8. A minimum of 3 years of relevant experience.