Job Description

• Supervise day-to-day activities across all branches to ensure consistent service delivery and adherence to standards.
• Implement systems and controls to maintain operational discipline across field teams.
• Coordinate logistics, branch needs, and resources to enhance outreach and efficiency.

• % of branches meeting monthly loan and savings targets (≥ 90%)
• % operational issues resolved within 3 days
• Number of monthly operational field visits

• Work closely with the Credit Manager to ensure alignment between credit strategy and branch-level implementation.
• Oversee disbursement and collection schedules, portfolio performance, and operational controls to reduce PAR and fraud.
• Support standardization of credit procedures and documentation.

• Portfolio at Risk (PAR30) ≤ 5%
• Monthly loan disbursement vs. recovery reconciliation (100% match)
• Audit exceptions related to operations (zero tolerance)

• Ensure customer-centric service delivery in all operational touchpoints—loan applications, repayments, group meetings, and complaints resolution.
• Establish service standards and handle escalated client issues.
• Monitor feedback channels and implement improvements to enhance client satisfaction.

• Client complaint resolution time ≤ 48 hours
• Customer satisfaction rating ≥ 90%
• Client retention rate ≥ 85%

• Translate strategic plans into branch-level execution roadmaps.
• Oversee roll-out of new products, systems, or pilots across the network.
• Drive process innovation and automation to reduce manual work and improve accountability.

• Execution of quarterly branch rollout plans (100% milestones achieved)
• Operational efficiency ratio improvement year-on-year
• % of manual forms/processes digitized

• Ensure operational compliance with SFP policies, BoG regulations, and audit findings.
• Collaborate with Finance and Risk teams on internal controls, reporting, and fraud prevention.
• Oversee physical and data security protocols across field operations.

• Operational non-compliance cases (zero critical incidents)
• Resolution of audit recommendations (100% within deadlines)
• Staff disciplinary and fraud cases investigated and closed within 30 days

• Lead and manage branch managers, operations officers, and field staff.
• Conduct regular performance appraisals, field visits, and staff development sessions.
• Build a culture of accountability, professionalism, and mission-aligned service.

• % of operations staff meeting KPIs (≥ 90%)
• Staff training hours/quarter (target: 10+ per person)
• Retention of high-performing field staff (≥ 90%)

Required Skills or Experience

• Bachelor’s degree in Business Administration, Finance, Economics, or related field. Master’s degree or professional certification is a plus.
• Minimum of 7 years’ experience in microfinance or banking operations, with at least 3 years in a senior management role.
• Proven experience managing field-based teams and multi-branch operations.
• Experience with group lending, agricultural finance, and digital systems is strongly preferred.