About MoPhones

We are a young company on a mission to provide high-quality renewed devices for all Kenyans. Through our marketplace we offer trust and transparency so that our users can choose for renewed products with confidence and ease. Our integrated financing solutions make them affordable for any budget. Once we have scaled up in Kenya we plan to expand to other markets across Africa. Our team is multinational and distributed but we share the same DNA and mission.

What we do

Renewed devices from our international partners nowadays offer the same or even superior quality than new devices. For a fraction of the cost. On the Mophones marketplace, users can buy and sell renewed mobile phones and eventually other electronic devices with prices and payment terms that fit their budgets. We always have our user’s back and offer a 1 year warranty on all our devices.

The core of our company is a technology platform that connects Kenyans with the best devices from a range of national and international sellers and that allows for integrated financing solutions.

Our products are distributed and sold online and through a network of local agents and outlets who are paid commission when customers send payments.

Users are supported by an incredible customer care team based in Nairobi. This team is responsible for all aspects of customer account management: registration, questions or complaints and monitoring customer performance and analysis of customer payment behavior.

The Position

Title: Director Customer Experience and Credit Operations

Seniority: Director

Reporting to : Director of Operations

Location: Nairobi, Kenya

Description

We are looking for a Director Customer Experience and Credit Operations to be responsible for MoPhones
Customer experience delivery and realization through their entire customer life cycle as well as the Credit Operations department. You will manage 2 managers and a team of about 20+ indirectly.
You will be expected to provide insights into the customers needs, product success, and multiple angle views of portfolio performance, that will inform the targeting and reach of the right credit customers, mapped to the right product. The role holder will be hands-on team director.
A successful director will thus support the business to take right timely actions that help customers achieve success, which in turn accelerates business success by the added organic growth. We want someone to be on top of reporting and understand productivity targets and drivers for customers happiness and be able to implement processes and programs to enhance customer happiness as well as agent productivity.

Responsibilities include the management of 2 departments

Credit Operations:

• Manage a growing Credit Operation team in origination of quality credit assets and hand-on support

• Lead the team in life cycle management to drive a growing quality quality portfolio

• Ownership of total Portfolio quality and repayments plus all related reporting to the senior management

• Come up with interventions for the field and call team to enhance bad payers performance

• Ownership of all cx processes adherence that leads to quality and always improving cx as shown by improving PAR reporting

Customer Experience:

• Identify and assess customer needs to achieve satisfaction, and ensure quality service that drives good paying customers

• Drive “We always have our customers back” culture in the organization

• Understand market trends and customers needs and translate this into policies

• Report on metrics like NPS, CSAT, Reach Rate, and productivity metrics

• Drive a data minded mindset in the team and make people aware of their own performance at all times

• Ownership of all cx processes adherence that leads to quality and always improving cx as shown by improving service quality surveys results NPS, CES, CSAT

Qualifications:

• Strong in analytics and action driven reporting

• Strong strategist and organized in fast delivery of tasks

• Ability to create and process financial and data spreadsheets

• Experience in big team leadership

• Customer service leadership experience

• Strong in CRM systems and practices, service ticketing systems like Zendesk or Freshdesk will be an advantage

• PRE: Over 5 years’ work experience with at least 2 years senior position in financing or credit risk

• PRE: Having multifunctional skills and experience is an added advantage with capacity to also lead teams that may not be in credit or CX.

How we work at MoPhones

• We excel at collaboration, always placing company success over personal glory
• We disagree, then commit. We understand the value of productive conflict.
• We don’t make excuses, and welcome regular honest feedback as key to growth
• We understand that achieving great things involves taking smart risks
• We believe that making mistakes is OK.
• We think ambitiously, and have a bias towards action
• We prioritize ruthlessly and celebrate ‘no’