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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.
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''This role sits at the heart of our insurance and claims operations — ensuring every eligible rider has timely, compliant coverage, and that when incidents happen, claims move quickly, accurately, and with a positive customer experience throughout. If you’re a detail-oriented operations professional with experience in insurance or claims coordination and a strong service mindset, this role is for you.''
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ABOUT US
M-KOPA’s Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. Our insurance operations function is critical to protecting riders’ livelihoods and M-KOPA’s assets; from coordinating policy issuance and renewals to managing the full claims lifecycle across insurers, garages, hospitals, and customers. You’ll work in a fast-paced, process-driven environment where accuracy, proactivity, and stakeholder coordination make a real difference.
IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR:
- 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…