Customer Operations Officer - Insurance

About the role

M-KOPA is a company that transforms urban transport in Kenya by making electric motorcycles accessible and affordable. The Customer Operations Officer - Insurance role coordinates insurance coverage and manages end-to-end claims resolution for riders. You will work in a fast-paced, process-driven environment in Nairobi.

What you'll do

• Coordinate insurance policy issuance and renewals.
• Manage claims lifecycle from reporting to closure.
• Liaise with insurers, garages, hospitals, and customers.
• Process bed-rest compensation and medical payments.
• Maintain accurate insurance and claims records.
• Submit claims to insurers within agreed timelines.
• Conduct customer follow-up calls for claims updates.
• Identify and escalate complex claims and SLA breaches.

Requirements

• Experience in insurance operations or claims coordination.
• Strong attention to detail and record-keeping.
• Experience liaising with external stakeholders.
• Proficiency in Excel and data tracking tools.
• Strong communication and follow-up skills.
• Ability to manage multiple workstreams simultaneously.

Benefits

• Diverse development programs and coaching partnerships.
• Family-friendly policies and prioritized well-being.
• Flexible work arrangements.
• Opportunity to work with a fast-growing company.