Operations Manager

At Mukuru, operations are where strategy meets execution.

We’re looking for a driven and hands on Junior Operations Manager to help power our customer support engine ensuring seamless service delivery, strong team performance, and continuous improvement across all channels.

If you thrive in a fast-paced environment, enjoy solving problems, and love working with people and processes this is your opportunity to grow into a strong operational leader.

Your Mission

To support and optimise day-to-day customer support operations, ensuring efficiency, quality service delivery, and a high-performing team environment.

What You’ll Be Responsible For

Team Leadership & Development

• Support and guide customer support teams to deliver high-quality service.
• Coach, train, and develop team members to improve performance and capability.
• Foster a collaborative, motivated, and high-performance team culture.
• Lead by example and embody organisational values.

Operational Excellence

• Oversee daily operations across multiple support channels (voice, email, chat, digital).
• Ensure customer queries are handled efficiently and resolved within agreed timelines.
• Manage workloads and resource allocation to maintain optimal performance.
• Identify operational gaps and implement improvements.

Performance & SLA Management

• Monitor performance against SLAs and KPIs.
• Analyse trends, identify issues, and drive corrective actions.
• Provide regular reporting and insights to the Operations Manager.
• Ensure consistent delivery of high-quality customer experience.

Process Improvement & Optimisation

• Identify opportunities to streamline workflows and improve efficiency.
• Support the development and maintenance of standard operating procedures (SOPs).
• Implement best practices to enhance service delivery and operational consistency.

Channel Optimisation

• Monitor and improve performance across customer support channels.
• Work closely with stakeholders to ensure a seamless omnichannel experience.
• Drive improvements in response times, resolution rates, and customer satisfaction.

Cross-Functional Collaboration

• Work with Customer Experience, BI, Compliance, and other teams.
• Share insights and contribute to broader operational improvements.
• Align operations with business goals and customer needs.

What You Bring

• 3+ years’ experience in operations (customer support/contact centre/banking operations)
• 2–4 years’ experience in team leadership or people management
• Strong understanding of customer support processes and omnichannel environments
• Experience with tools like Zendesk, Salesforce, Xcally or similar
• Ability to work in a fast-paced, high-pressure environment

Key Competencies

• Leadership & People Development
• Operational Thinking & Execution
• Problem-Solving & Analytical Skills
• Communication & Stakeholder Management
• Organisation & Multitasking
• Adaptability & Resilience

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!! Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers. If you do not receive any response after two weeks, please consider your application unsuccessful. NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS