Job Description
We are looking for a Senior Lead – HR Shared Services & Benefits to join our Human Resources group; as we scale up and drive digital and financial inclusion across our markets.
The Senior Lead – HR Shared Services & Benefits is responsible for supporting the day-to-day administration of employee benefits, wellness initiatives, occupational health coordination, and mobility operations across M-KOPA.
The role provides operational support to the Global Mobility & Benefits Manager while ensuring consistent delivery of employee support services, accurate benefits administration, vendor coordination, and compliance with internal policies and statutory requirements. The position also partners closely with People Analytics and HR Systems teams to support reporting, process improvement, and service excellence across HR Shared Services operations.
Key Responsibilities
1. Benefits Administration & Operations
Administer employee benefits programs, including medical insurance, pension, and related welfare schemes.
Coordinate employee enrolments, updates, exits, and benefit changes within agreed timelines.
Process claims support, resolve employee benefit queries, and coordinate provider escalations where necessary.
Maintain accurate employee benefits records and documentation.
Liaise with insurance brokers, underwriters, and benefits providers to ensure smooth service delivery.
Support annual benefits reviews and monitor utilisation trends and employee participation.
Communicate benefits policies, updates, and enrolment information to employees.
Escalate complex or high-impact benefits issues appropriately.
2. Occupational Health & Safety Coordination
Act as the first point of contact for occupational health and safety support queries.
Coordinate pre-employment, periodic, and exit medical examinations.
Support work injury administration processes and WIBA claim coordination.
Maintain accurate injury logs, incident records, and related documentation.
Support DOSH reporting requirements and occupational safety compliance activities.
Track occupational health metrics and ensure timely follow-up on required actions.
Escalate complex occupational health matters to the Global Mobility & Benefits Manager where required.
3. Employee Wellness & Mobility Support
Coordinate quarterly wellness activities, employee engagement initiatives, and health campaigns.
Manage wellness partnerships, including gym and fitness provider relationships.
Monitor wellness participation, engagement rates, and programme effectiveness.
Coordinate health screening activities, vaccination drives, and wellness workshops.
Support emergency evacuation planning and related provider coordination.
Assist with employee relocation processes and international assignment support.
Coordinate visa, work permit, and immigration documentation support where required.
Prepare wellness communications, reports, and engagement updates.
4. Communication, Vendor Coordination & Service Support
Conduct benefits onboarding sessions and orientation for new employees.
Provide ongoing employee support relating to benefits, mobility, and wellness programmes.
Coordinate Purchase Orders (POs), invoice tracking, approvals, and vendor payment follow-up in collaboration with Finance and Procurement teams.
Manage benefits and mobility support requests through Freshservice or equivalent ticketing platforms while ensuring SLA adherence.
Monitor support queues, ticket resolution timelines, and escalations for employee support requests.
Maintain and improve employee-facing knowledge articles, FAQs, and support documentation.
Prepare regular employee communications relating to benefits updates, enrolment windows, claims guidance, and service changes.
Coordinate quarterly vendor review meetings and prepare vendor performance reports.
Support HR process improvement initiatives and systems enhancement projects.
Maintain updated vendor contact records and operational documentation to support business continuity.
5. Data Analytics, Reporting & Process Improvement
Prepare monthly and quarterly reporting on benefits, wellness, mobility, and operational service metrics.
Maintain dashboards covering enrolment, utilisation, claims, SLAs, wellness participation, and operational trends.
Analyse operational data to identify trends, recurring issues, and opportunities for process improvement.
Support forecasting, reporting accuracy, and benefits cost planning activities.
Monitor and improve service delivery KPIs, including turnaround times, resolution rates, and employee experience metrics.
Partner with HRIS, Finance, and People Analytics teams to support data integrity and reporting accuracy.
Support implementation of automation and AI-enabled HR support processes with appropriate governance and oversight.
Ensure compliance with data privacy standards, access controls, and documentation requirements across HR operations.
Reporting Structure
Reports To: Shared Services Manager – Global Mobility & Benefits
Qualifications & Experience
Education
Bachelor’s degree in Human Resource Management, Business Administration, or a related field.
Professional Certification
Certified HR Practitioner in Kenya, preferably CHRP(K).
Active membership with the Institute of Human Resource Management (IHRM).
Experience
4–5 years’ experience in HR operations, benefits administration, global mobility, shared services, or HR reporting roles.
Experience coordinating occupational health or work injury programmes is preferred.
Working knowledge of WIBA legislation and East African employment regulations.
Experience supporting multi-country benefits administration environments is an advantage.
Skills & Competencies
Strong understanding of HRIS and HR operations systems (e.g., HiBob or equivalent).
Experience using ticketing or case management systems such as Freshservice.
Strong Excel, reporting, and data analysis capabilities.
Familiarity with ERP systems and invoice/payment tracking processes such as Microsoft Dynamics.
Strong organisational skills with high attention to detail and accuracy.
Effective communication and stakeholder coordination skills.
Strong customer service orientation and problem-solving ability.
Ability to manage multiple priorities within tight timelines.
Comfortable working with technology, systems, and process improvement initiatives.
Knowledge & Expertise
Working knowledge of Kenyan labour laws, WIBA 2007, and DOSH requirements.
Understanding of employee benefits administration and occupational health practices.
Familiarity with wellness programme coordination and employee engagement initiatives.
Exposure to HR process improvement, automation, and operational reporting.
Willingness to continuously learn and build expertise across HR Shared Services functions.
Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.