Customer Operations Officer – Insurance
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M-KOPA Solar is hiring an Insurance Customer Operations Officer in Nairobi to coordinate insurance coverage, manage end-to-end claims resolution, and support rider income protection. The role involves claims processing, insurer and garage liaison, loaner bike coordination, and maintaining accurate records. Full-time position with a deadline of 09/11/2026.
- Full-time insurance operations role based in Nairobi
- Manages complete claims lifecycle and rider income protection
- Requires insurance operations experience and Excel proficiency
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M-KOPA Solar is hiring an Insurance Customer Operations Officer in Nairobi to coordinate insurance coverage, manage end-to-end claims resolution, and support rider income protection. The role involves claims processing, insurer and garage liaison, loaner bike coordination, and maintaining accurate records. Full-time position with a deadline of 09/11/2026.
- Full-time insurance operations role based in Nairobi
- Manages complete claims lifecycle and rider income protection
- Requires insurance operations experience and Excel proficiency
- Deadline: 09/11/2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- PreferredPractical evidence in driver, sales, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Operations Officer – Insurance evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to M-KOPA Solar and the role in Nairobi.
- Add concrete examples related to driver, sales, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-09.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-09
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Operations Officer – Insurance role in driver, sales?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research M-KOPA Solar before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Job Title: Customer Operations Officer – Insurance
Date Posted: 26/10/2026
Job Type: Full Time
Job Level: Middle
Employer: M-KOPA Solar
Industry: Customer Service
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 09/11/2026
Customer Service Jobs, M-KOPA Solar Jobs. Customer Operations Officer – Insurance manages claims coordination and documentation, requires insurance operations experience, stakeholder liaison skills, and Excel proficiency. Full-time role in Nairobi.
We are looking for an Insurance Customer Operations Officer to coordinate insurance coverage, manage end-to-end claims resolution, and support rider income protection as we continue to scale our Mobility division across Kenya.
Key Accountabilities
- Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses
- Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure
- Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey
- Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support
- Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period
- Maintaining 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
- Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays
- Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process
- Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication
- Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions
- Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance
- Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery
- Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience
Requirements
- Experience in insurance operations, claims coordination, or a related customer operations role
- Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously
- Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage
- Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports
- Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively
- Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines