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.

''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.''

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 experience

This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Operations Team Lead.

Your application should demonstrate

Experience in insurance operations, claims coordination, or a related customer operations role

Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously

Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage

Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports