Sr Operational Excellence & Quality Manager Job M-KOPA Solar

AI summary

M-KOPA Solar seeks a Senior Operational Excellence & Quality Manager to lead its Kenya operations function, driving continuous improvement, process standardization, and performance accountability across Telesales, Customer Care, and Retail. The role involves Lean/Six Sigma methodologies, cross-functional leadership, and quality governance.

• Lead operational excellence for M-KOPA Kenya across Telesales, Customer Care, and Retail.
• Apply Lean, Six Sigma to drive continuous improvement and process standardization.
• Manage a three-pillar leadership team (Process Excellence, QA & Compliance, Training & Development).
• Full-time, management level position based in Nairobi.

Description

Home » Jobs In Kenya » Quality Control Jobs In Kenya » Sr Operational Excellence & Quality Manager Job M-KOPA Solar Job Title: Senior Operational Excellence & Quality Manager Date Posted: 15/07/2026 Job Type: Full Time Job Level: Management Employer: M-KOPA Solar Industry: Quality Control Salary: Open Location: Nairobi Country: Kenya Deadline: 28/07/2026 Summary: Quality Control Jobs, M-KOPA Solar Jobs. Looking for a quality control job in Kenya? M-KOPA Solar is hiring a Senior Operational Excellence & Quality Manager skilled in continuous improvement, process standardization, and performance tracking. Job Summary We are looking for a Senior Operational Excellence and Quality Manager to lead M-KOPA Kenya’s Operational Excellence function, driving continuous improvement, process standardisation, and performance accountability across Telesales, Customer Care, and Retail operations. Responsibilities Operational Excellence Leadership & Continuous Improvement Designing and executing M-KOPA Kenya’s operational excellence roadmap, identifying and prioritising high-impact process improvement opportunities across Telesales, Customer Care, and Retail Applying structured improvement methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, eliminate inefficiencies, and drive measurable performance gains Building operational performance frameworks that enable data-driven decision-making and continuous improvement at all levels of the organisation Leading cross-functional improvement initiatives, engaging operational leaders and securing buy-in for change Driving cultural transformation toward an operational excellence mindset, embedding preventive thinking and continuous improvement into daily operations Sponsoring strategic improvement initiatives that require cross-functional collaboration and executive support Establishing and maintaining performance measurement systems that track Q&OE outcomes against operational KPIs Strategic Leadership & Team Development Leading and developing a three-pillar leadership team (Managers of Process Excellence, QA & Compliance, Training & Development), building a high-performance culture centred on independence, objectivity, and continuous improvement Making organisational design decisions including structure optimisation, talent acquisition, and resource allocation as the function matures Providing strategic direction and coaching to pillar managers, ensuring each delivers measurable outcomes within their domain Championing an operational excellence culture, positioning Q&OE as a business enabler that improves operational delivery rather than a constraint on it Cross-Functional Influence & Partnerships Building strategic partnerships with operational department heads (Telesales, Customer Care, Retail) ensuring Q&OE is positioned as a valued business partner, not an audit function Navigating organisational complexity and managing resistance when quality standards or process changes conflict with short-term operational pressures Collaborating with Risk & Compliance team, maintaining clear boundaries between operational integrity (Q&OE scope) and strategic enterprise risk (R&C scope) Partnering with Global QA/Training leadership to leverage global methodologies and frameworks, adapting them to the Kenya context and owning local execution outcomes Quality Governance & Standards Ensuring quality governance frameworks are implemented consistently across all channels—Telesales, Customer Care, and Retail—maintaining rigorous standards while adapting to local operational context Maintaining quality councils, calibration sessions, audit protocols, and escalation mechanisms that drive accountability with operational leaders Driving transparent performance conversations with channel heads using scorecards and data, holding quality outcomes to account through evidence rather than hierarchy Balancing independence and objectivity with collaborative partnership, maintaining appropriate distance while building the trust needed for sustained influence Training & Capability Oversight Overseeing Training & Capability Development for M-KOPA Kenya’s operational workforce, co-designing training programmes with the Group Training function and local pillar manager Ensuring training investment is linked to identified performance gaps and that effectiveness is measured through observable behaviour change, not completion rates alone Driving a culture of continuous learning across Telesales, Customer Care, and Retail operations Monitoring training ROI and reporting on capability gains as part of the broader Q&OE performance narrative to senior leadership Strategic Oversight & Performance Management Providing strategic direction and performance oversight across all three Q&OE pillars, translating business priorities into functional roadmaps and KPIs Developing and delivering executive reporting that enables senior leadership to make informed decisions on operational investments and quality prioriti