We are looking for a Customer Performance Officer to join our Mobility group and manage collections and fleet.

As a Customer Performance Officer, you will play a key role in managing loan repayments and fleet performance for our Mobility customers. Your responsibilities will include engaging with customers to implement repayment schedules, supporting drivers in meeting performance targets, and handling operational challenges. You will also track non-performing accounts, work on asset recovery, and ensure that our collections portfolio remains within the company’s acceptable limits.

About Us

At M-KOPA Mobility, we are revolutionizing transportation by offering affordable, flexible financing options for motorbike owners. Our Mobility solutions enable customers to access reliable transportation, empowering them to generate income and improve their quality of life. https://www.m-kopa.com/mobility

What you'll do

In this role, you will monitor customer performance, provide guidance on loan repayments, and support drivers with fleet-related issues. Whether it's tracking repayments, assisting in resolving operational challenges, or conducting field visits for asset recovery, you will help us maintain high standards of customer engagement and fleet performance.

Fleet Management & Tracking
You will monitor fleet drivers’ daily, weekly, and monthly performance, ensuring they meet their targets. You will also facilitate the resolution of driver issues, coordinate fleet exits, and track non-performing drivers. Your role will be crucial in keeping the fleet productive and financially healthy.

Debt Collections & Recovery
You will manage loan collections, track overdue payments, and work with internal stakeholders on repossession processes. Your ability to balance customer education on repayments and execute field visits for recovery will be essential for keeping our portfolio within set limits.

On-site Role with Travel
This is an on-site role based in Nairobi, with 50% travel expected within and outside the city. You will regularly conduct field visits to manage collections and asset recovery efforts, working closely with local authorities and community leaders when needed. You will report directly to the Customer Performance Manager.

Expertise

We are looking for candidates with the following qualifications:

• Proven experience in debt collections, fleet management, or customer performance management.

• Familiarity with motorbike financing or ride-hailing fleet operations is an advantage.

• Strong communication skills, especially in managing complex customer issues.

• Ability to manage field operations and liaise with local authorities as needed.

• Proficiency in data tracking systems (e.g., Excel, Freshdesk) for performance reporting.

• Willingness to travel and work flexible hours, including conducting regular field visits.

We are looking for good grasp of debt collections/debt recovery experience within motor vehicle financing as well as fleet management experience.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing company (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.