Onboarding Operations Manager
AI summary
Zeno is hiring an Onboarding Operations Manager in Nairobi, Kenya to own the end-to-end customer onboarding process from loan approval through bike delivery. The role focuses on reducing turnaround times, improving customer experience, and leading Onboarding Associates. A Bachelor's degree in Business Administration, Operations, or a related field is required, with significant travel across Kenya.
- Own the customer journey from confirmed purchase through bike handover and training
- Lead and oversee Onboarding Associates responsible for retail customer onboarding
- Work with financing and fleet partners to meet SLAs and improve delivery processes
- Track TAT, identify bottlenecks, and resolve operational issues proactively
- Bachelor's degree in Business Administration, Operations, or related field required
- Significant travel across Kenya required
AI job guide
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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.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, retail, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe 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
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Onboarding Operations Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Zeno and the role in Not specified.
- Add concrete examples related to sales, retail, internship, 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: 2026-10-07.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-07
- 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 Onboarding Operations Manager role in sales, retail?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Zeno 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: Onboarding Operations Manager
Date Posted: 23/09/2026
Job Type: Full Time
Job Level: Middle
Employer: Zeno
Industry: Sales & Marketing
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 07/10/2026
Sales & Marketing Jobs, Zeno Jobs. Responsible for managing end-to-end customer onboarding operations, coordinating documentation and verification processes, monitoring onboarding performance, resolving operational issues, improving workflows, and working with sales, operations, finance, and other teams to ensure smooth customer activation. Requires a Bachelor’s degree in Business Administration, Operations, or a related field. The position is based in Nairobi and requires significant travel across Kenya.
The Role
The Onboarding Operations Manager will own the operational
Experience
from loan approval/deposit payment through to bike delivery and customer onboarding. The role will focus on reducing turnaround times, improving customer experience, and ensuring strong execution across Zeno retail and financing/fleet partners. You will lead and oversee the Onboarding Associates responsible for retail customer onboarding, while working closely with Sales, Finance, Operations, Customer Experience, and partners to identify bottlenecks and improve processes. This is a highly detail-oriented role with a strong focus on efficiency, KPIs, people management, and execution.
Key
in operations, sales operations, onboarding, customer operations, fintech, financial services, mobility, e-commerce, or another high-volume environment.
managing or supervising teams, with strong ownership of execution and performance.
Strong
improving processes, customer journeys, and turnaround times.
Highly analytical, extremely detail-oriented, and strong on execution and follow-through.
Strong problem-solving and process-thinking skills, with a bias towards action.
Excellent cross-functional communication skills and ability to work with internal teams and external partners.
Comfortable using data, dashboards, Excel/Google Sheets, and CRM/workflow tools.
Familiarity with bike financing, vehicle/motorcycle operations, or asset-financing businesses is a strong plus.
The Person We’re Looking For
We are looking for someone who is highly detail-oriented, critically minded and obsessed with getting things done efficiently. You will be expected to identify problems, find the root cause, implement solutions, and measure the impact — while ensuring the team delivers consistently against operational KPIs.
Responsibilities
- Customer Onboarding & TAT
- Manage and continuously optimise the customer journey from confirmed purchase through to bike handover and training.
- Lead and oversee the Onboarding Associates responsible for retail customer onboarding, ensuring high-quality execution and adherence to process.
- Ensure customers move smoothly through final requirements, payment, scheduling, and delivery.
- Track TAT, identify bottlenecks, and proactively resolve customer or process issues.
- Improve handoffs and accountability across Sales, Finance, Operations, and Customer Experience.
- Partner Operations & Customer Training
- Work hands-on with financing and fleet partners to improve onboarding and delivery processes and ensure agreed SLAs are met.
- Monitor partner performance and resolve recurring operational issues.
- Ensure customers receive everything they need to know about Zeno and the product, across both Zeno retail and partner channels.
- Refine customer and partner training materials, SOPs, and digital/in-person training to deliver a consistent onboarding experience.
- Performance & Continuous Improvement
- Own visibility on key onboarding KPIs, including approval/deposit-to-delivery TAT, delivery completion, and customer experience.
- Use data and customer feedback to identify friction, root causes, and opportunities for improvement.
- Drive process improvements and automation to increase operational efficiency.
- Ensure actions are implemented, measured, and followed through to completion.
- Qualifications
- 4+ years of