About the Organisation

Watu Credit Ltd., founded in 2015 and headquartered in Mombasa, Kenya, is a dynamic non-bank financial institution committed to promoting financial inclusion through accessible asset financing, particularly for motorbikes and three-wheelers. With a workforce of 1,000–5,000 employees, Watu operates across multiple African countries, leveraging mobile technology to offer secured and unsecured lending.

vThe company fosters a collaborative and inclusive workplace, providing flexible schedules, competitive benefits, and career advancement opportunities. Guided by core values of integrity, innovation, customer-centricity, and sustainability, Watu Credit actively supports economic empowerment and financial literacy through corporate social responsibility initiatives. For more information, visit www.watuafrica.com.

Job Summary

The Senior After Sales Process Officer at Watu Credit Ltd. will lead and manage all SIMU aftersales and service operations across branches, dealerships, and external vendors. This role ensures SLA-compliant resolution of device-related issues, maintains strong ties with Samsung’s approved service network, and drives process compliance, audits, and continuous improvement to enhance customer satisfaction and operational efficiency.

Roles, Duties, and Responsibilities

Aftersales and Case Management Leadership

Manage all case categories (thefts, recoveries, returns, replacements, repairs) with support from After Sales Support Officers
Ensure data integrity, accurate documentation, and excellent SLA compliance
Act as the final escalation point for complex cases, liaising with the Group Back Office as needed

Service Centers and Partners Relationship Management

Collaborate with Samsung’s local and regional warranty and service teams to coordinate daily operations
Monitor service center turnaround times and ensure SLA adherence through proactive follow-ups
Handle exceptional or contentious cases, ensuring timely resolution

SOP Compliance and Enforcement

Conduct regular audits at dealer locations and branches to ensure full SOP compliance
Oversee root cause analysis of compliance violations and retrain teams as needed
Update and enhance SOPs for improved accuracy, efficiency, and alignment with company guidelines

Product Quality and Asset Protection Assurance

Collaborate with the Group Product Team on user acceptance testing (UAT) and quality assurance (QA) for new device models and software updates
Identify and report recurring defects to the product team and OEM
Monitor asset security issues, including theft, tampering, and flashing patterns

Process Improvement and Innovation

Regularly analyze operational processes, identify bottlenecks, and implement improvements
Utilize automation tools (e.g., Google Apps Script) to reduce manual processes and enhance SLA visibility
Develop and maintain integrated dashboards and Google Forms for reporting, analytics, and data collection
Collaborate with cross-functional teams to generate actionable performance reports and insights

Team Enablement

Enhance after-sales capabilities at branches and dealerships through decentralized processes, training, and empowerment
Mentor After Sales Support Officers and promote continuous skill development

Financial and Budgetary Management

Develop and monitor quarterly after-sales budgets, including repairs, reimbursements, courier costs, and third-party incentives
Track spending, control deviations, and ensure cost-effectiveness
Analyze ROI and cost-benefit of allocated budget lines

Reporting and Analytics

Produce consolidated bi-weekly and monthly reports on all after-sales operations
Use data insights to drive process improvements, identify risks, and inform management decisions

Key Performance Indicators (KPIs/OKRs)

High-performing, efficient after-sales services across all regions
Consistent Samsung SLA compliance and strong service relationships
Competent and confident after-sales staff at branches and dealerships
Minimal documentation or compliance errors
Early identification and resolution of product or service issues

Qualifications, Education, and Competencies

Bachelor’s degree in Business Administration, Sales, Marketing, or a related field
3–5 years of experience in after-sales, customer service, or operations management, preferably in financial services or technology sectors
Strong understanding of service level agreements (SLAs) and standard operating procedures (SOPs)
Proficiency in automation tools (e.g., Google Apps Script) and data analytics platforms
Excellent leadership, communication, and stakeholder management skills
Proven ability to manage budgets and conduct cost-benefit analyses
Detail-oriented with strong organizational and problem-solving skills
Experience collaborating with cross-functional teams and external partners

How to Apply

All qualified and interested candidates should submit an updated CV online by clicking the APPLY button below.

Apply Now

Only shortlisted candidates will be contacted. Any attempt to tamper with the hiring process will result in blacklisting and automatic disqualification.

Deadline: 28 October 2025, 5:00 PM