Head of Quality & Operational Excellence (Fintech)

TL;DR

Head of Quality & Operational Excellence (Fintech): Designing and executing the operational excellence roadmap for hirify.global Kenya with an accent on process improvement, quality assurance, and capability development. Focus on building the function from the ground up, eliminating inefficiencies using Lean/Six Sigma, and establishing governance frameworks.

Location: Must be based in Kenya

Company

A fast-growing fintech company serving over 7 million customers across Africa, recognized by the Financial Times and TIME100.

What you will do

• Design and execute the operational excellence roadmap across Telesales, Customer Care, and Retail channels.
• Apply Lean, Six Sigma, or equivalent methodologies to diagnose root causes and drive measurable performance gains.
• Lead and develop a three-pillar team consisting of Process Excellence, QA & Compliance, and Training & Development.
• Establish quality governance frameworks, audit protocols, calibration sessions, and performance measurement systems.
• Partner with operational department heads and Global QA/Training leadership to adapt global frameworks to the local context.
• Manage departmental budgets and deliver executive reporting on efficiency improvements and ROI.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field (MBA preferred).
• 8+ years of progressive leadership experience in operational excellence or operations management within contact centers, retail, telecom, or financial services.
• 5+ years of senior people leadership experience managing other managers and multi-functional teams.
• Proven ability to build a business function from scratch, including designing structures and governance.
• Strong capability in Lean or Six Sigma structured improvement methodologies.
• Must be based in Kenya

Nice to have

• Formal Six Sigma Green Belt certification or higher.
• Previous experience leading Quality Assurance as a dedicated function.
• Experience partnering with global or regional centers of excellence.

Culture & Benefits

• Opportunity to build a critical function from the ground up with significant strategic autonomy.
• Access to diverse development programs, coaching partnerships, and on-the-job training.
• Family-friendly policies, priority on well-being, and a flexible work approach.
• High-impact role in one of Africa's fastest-growing fintech environments.