Job Roles at M-KOPA

About the job

• M-KOPA is looking to hire a Sales Executive to manage all sales activities within this territory.

Responsibilities

• Monitor and deliver set sales targets within the designated territory.
• Achieve and surpass sales targets of M-KOPA products by developing local networks.
• Uphold the brand values of M-KOPA, including ensuring the M-KOPA retail point standard and guidelines are adhered to.
• Recruit, train, coach, mentor & supervise a field-based team of Direct Sales Representatives (DSR) to meet the set targets in line with M-KOPA business goals.
• Keenly monitor and evaluate the performance of DSRs to meet the performance standards.
• Manage DSR inventory and resolve audit recommendations in line with M-KOPA audit resolution guidelines.
• Design Sales and Marketing Strategy for the team to ensure Weekly, Monthly, and Quarterly sales targets are reached.
• Monitor and analyze the performance of Marketing campaigns.
• Report writing

Requirements

• B.Sc. or a Higher National Diploma Holder in any related field
• 2 years of Sales experience in FinTech Microfinance, Insurance, Telecommunications, Mobile-Money, FMCG, or other products/services in Nigeria.
• Excellent sales and negotiation skills
• Ability to motivate and lead a team.
• Planning, Organization, and Conflict-resolution skills
• Excellent Presentation, Communication, Coaching, and People Skills
• Great at leading a wide array of people to perform.
• Ability to work calmly under pressure.
• Should have a process-oriented mindset.

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Description

• We are looking for a Fraud Investigator to join our Fraud group, as we scale up and drive digital and financial inclusion across our markets.
• We’re on the lookout for a Fraud Investigator who knows their way around fieldwork, understands how fraud really works on the ground, and isn’t afraid to knock on a few doors (literally and figuratively).
• If you’ve got a background in investigations—maybe from the police, law enforcement, or fraud risk roles—and you know how to work with external partners like the police or courts, then this role might just be for you.

What the Job is all About
You’ll be part of our fraud team, but your job goes way beyond a desk. Here’s a snapshot:

• Follow up on real fraud leads—cases flagged by our analysts that need boots-on-the-ground action.
• Track down people and data using addresses, phone numbers, next of kin details, and good old-fashioned legwork.
• Work closely with agents, informants, and law enforcement to resolve fraud cases and even make arrests when needed.
• Help us stay ahead of fraud trends by sharing what you’re seeing in the field.
• Push cases through the legal system, including securing court orders and getting devices examined when necessary.

What You Should Bring

• Experience in field investigations — this could be fraud, criminal, financial, or security-related.
• Preferably, you’ve worked in or with law enforcement (e.g., detective, CID, or fraud unit). If you come from a private investigations background but know how to handle law enforcement and court systems, that’s great too.
• A professional network in Nigeria’s law enforcement or judicial system.
• You’re comfortable working independently and making judgment calls.
• You’re a great communicator — both with everyday people and professionals in the justice system.
• You understand how to collect, protect, and present evidence — and why getting it right matters.

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Job Description

• The Retail Trainer is responsible for planning and delivering training programs to the Retail team. 
• The role is primarily responsible for facilitating and delivering training presentations; and monitoring the performance of Stock controllers, Shop assistants, Retail Repairs team and Allocations Team, with the aim of identifying and closing skill or knowledge gaps.
• The trainer’s role supports Retail Agents, providing coaching and engagement.  
• The trainer helps assess the stock controller/Shop assistants via monthly assessments and feedback from Business Stakeholders to address training needs per team.

Key Requirements
Training Delivery & Development:

• Deliver onboarding, refresher, and performance improvement training for Retail Stock Controllers, Shop Assistants, and retail teams.
• Develop and localize engaging training materials, customer service scripts, operational guides, and job aids.
• Train staff in customer-centric service delivery, conflict resolution, sales support, and complaint handling.
• Facilitate sessions to train Retail agents as per the predefined training calendar on M-KOPA’s products, processes, systems, customer handling skills and soft skills amongst others.

Operational Excellence & Compliance:

• Educate retail teams on M-KOPA’s inventory management procedures, fraud controls, stock reconciliation processes, and audit standards.
• Reinforce adherence to retail shop operational processes and customer record management.
• Ensure teams are trained in new operational updates, product launches, and system improvements.

Support change management & stakeholder communication:

• Serving as a liaison between the Retail team and other departments or stakeholders within the organization. Communicating feedback, insights, and training needs relevant stakeholders to drive alignment and collaboration.

Quiz Administration:

• Develop the questions and administer the monthly assessments for all Retail Teams, ensuring full participation within the specified timelines. Also responsible for ensuring all retakes are completed as applicable.

Performance Monitoring & Reporting:

• Regularly assess training impact through performance data, customer feedback, and operational audits.
• Provide performance coaching and on-the-job support to underperforming staff and new hires.
• Submit post-training reports and recommend actionable performance improvement plans.

Customer Experience Optimization:

• Champion customer-centricity in retail operations by training staff on personalized service delivery, problem-solving, and empathy-driven customer engagement.
• Collaborate with Retail Operations and Customer Experience teams to address service gaps identified in customer feedback.

Field Support & Shop Visits:

• Conduct regular shop visits to observe staff interactions, operational compliance, and customer service delivery.
• Provide immediate coaching and corrective training interventions on-site.

Qualifications and Experience

• Bachelor’s Degree in Education, Training & Development, Human Resources or any related field.
• 2–3 years of experience in retail operations training, sales coaching, or customer service management, preferably in FinTech, Telco, or FMCG sectors.
• Strong facilitation, interpersonal, and coaching skills.
• Good knowledge of retail operations, stock control processes, and customer service best practices.
• Ability to analyze operational data and use insights to shape training priorities.
• Willingness to travel frequently to field shops and regional offices.
• Proficiency in Microsoft Office tools; experience with Learning Management Systems (LMS) is an added advantage.

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Job Description

• You will manage new customer performance; early-stage calling, bad debt monitoring of campaigns improving cash collected, identification of better customer KYC and onboarding processes, and managing risk around early fraud detection, cancellations, and suspension processes.
• You will report to the Senior Lead Collections.

Responsibilities

• You will be involved in actively dialling through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments.
• You will offer solutions for customer concerns and issues raised to achieve the first-call resolution
• You are to negotiate with the customer on ways to get back on track with their payments.
• You will maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications.
• You will contact customers who've expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record the status of returned items.
• You will educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.
• You will initiate the downgrade/cancellation process on M-KOPA net to ensure that the cancelled and refund process is completed.
• You will help dial through customers whose accounts are suspended and partnering with different departments to ensure the issues are resolved for customers to resume loan repayment.
• Reporting - You will send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• Candidates should possess a B.Sc Degree in Business Management, Administration, Accounting, and related fields.
• Minimum of 2 years' experience in a similar role.
• Must be able to communicate in Hausa language.
• Excellent attention to detail and thoughtful thinking skills
• Ability to take initiatives
• Call center industry experience.
• Excellent communication skills.
• Excellent persuasion and convincing skills, result-oriented and self-driven.
• Exceptional work ethic and integrity.

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Description

• We are looking for a Senior Backend Engineer to join our growing team at M-KOPA.
• At M-KOPA, you'll build sophisticated event-driven microservices with real-world impact. Our engineering teams own their solutions end-to-end – from architecture decisions to production monitoring.
• Join us in combining cutting-edge .NET development with purpose-driven engineering that makes digital and financial inclusion possible across Africa."
• Our roles are fully remote, within the following time zone (UTC -1 / UTC+3). Our engineers work remotely from locations such as UK, Europe and Africa.
• We are looking for good grasp of / and experience with C#.NET, Event Driven Systems, microservices, testing and deployment.

Responsibilities
Technical Environment:

• Modern C# Stack: We use predominantly C# written against the latest .NET stack
• Microservices & Cloud: We favour microservices hosted on Azure using Kubernetes
• Event-Driven Architecture: We are constantly iterating towards a completely decoupled, event-driven architecture
• Mixed Environment: We have both legacy services and greenfield microservices/

Our Engineering Approach
As an engineer, you will work as a collaborator. More senior members will coach and contribute, placing an emphasis on:

• High quality output
• Observability and monitoring
• Automated testing in all environments, including production
• Infrastructure as code and DevOps practices