Operations Director
Operations Director
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Job Description
- Operational Strategy Development: Design implement and oversee operational strategies that support the organization s goals and ensure high efficiency in service delivery.
- Process Optimization: Lead process improvement initiatives across the operations department to increase productivity reduce costs and streamline workflows.
- Loan Disbursement and Recovery Management: Oversee the loan disbursement and recovery process to ensure timely and compliant lending activities.
- Customer Service Enhancement: Develop and implement systems to improve customer service standards and ensure client satisfaction.
- Risk Management and Compliance: Ensure all operational activities adhere to regulatory requirements and manage operational risks to protect the organization.
- Data Management and Reporting: Implement data management protocols for accurate reporting and decisionmaking tracking KPIs and identifying trends.
- Technology Integration: Work with IT to implement technology solutions that improve operational efficiency and support digital financial services.
- Team Leadership: Manage and mentor operations staff including branch managers loan officers and support teams fostering a highperformance culture.
- Stakeholder Collaboration: Collaborate with other departments (Finance HR and Marketing) to ensure operational activities align with organizational goals.
- Vendor and Partnership Management: Manage relationships with key vendors service providers and partners to ensure high service standards.
Requirements
Education & Qualifications:
Bachelor s degree in Business Finance or related field (Master s degree preferred).
At least 8 10 years of experience in financial services with a focus on microfinance or banking operations.
Strong leadership adaptability and team management skills.
Proficiency in regulatory requirements and risk management practices for financial services.
Proven track record in process optimization and customer service improvement.
Excellent communication and stakeholder management abilities.
Key Performance Indicators (KPIs)
To evaluate the performance of the Director of Operations the following KPIs may be used:
Loan Processing Efficiency: Time taken to process loan applications and disbursements (target: reduce processing time by X%).
Portfolio Quality: Maintain nonperforming loan (NPL) ratios within acceptable limits (e.g. NPL ratio below X%).
Customer Satisfaction Score: Measure client satisfaction levels with service delivery (target: achieve a customer satisfaction score of X or above).
Operational Cost Efficiency: Maintain operational costs within budgeted limits with a goal to reduce cost per transaction or operational overhead by X%.
Compliance Rate: Ensure 100% adherence to regulatory requirements and internal policies.
Process Improvement Metrics: Track the number and impact of implemented process improvement initiatives (target: implement X initiatives per quarter).
Digital Service Adoption: Increase the percentage of clients using digital channels (target: X% increase in digital adoption).
Staff Turnover and Satisfaction: Maintain staff turnover rate below the industry average and achieve a staff satisfaction score of X or above.
Risk and Incident Reporting: Number of operational risks identified resolved or mitigated (target: reduce unaddressed operational risks by X%).
Ontime Reporting: Deliver accurate operational reports within specified deadlines 100% of the time.
- Experience overseeing a business with more than 300 employees and an annual turnover exceeding 6 Billion shillings. - At least 10 years experience in senior management, minimum 3 years experience as an MD role of a MFI or Financial Services. - A deep knowledge of the latest developments in the financial industry. - Well organized, with excellent time management skills and the ability to multitask. - Innovative and entrepreneurial approach. - Develop positive relationships with business partners, investors, and senior management. - Strong leadership skills. Someone who sets a strong example and leads from the front. - Administration of Management Contracts and ensuring that all deliverables are met per the agreement and updated policies are in place.
Education
- MSc degree in business or tech, MBA preferred.
Employment Type
Full Time
