Role Summary:
Our client, a microfinance organization, is looking for
an Operations manager who will be responsible for overseeing and optimizing
all operational activities to ensure efficient delivery of financial products
and also doubles up as the de facto deputy to the Chief Operations
Officer (COO). This role encompasses managing
day-to-day operations, ensuring regulatory compliance, optimizing processes,
supporting product implementation, and driving operational strategies aligned
with the organization’s mission. The director collaborates closely with senior
leadership, manages cross-functional teams, and develops processes that enhance
customer service, risk management, and overall organizational efficiency.
Role Profile:
The ideal candidate has a strong understanding of
microfinance products, a passion for social impact, and proven experience in
managing operational functions in financial services. They should be strategic,
detail-oriented, and able to work effectively in a dynamic environment. The
individual must also have an understanding of regulatory compliance, customer
service, and data-driven decision-making.
Roles & Responsibilities:
- 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 decision-making, 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
high-performance 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 non-performing 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%).
On-time Reporting: Deliver accurate operational reports within specified deadlines 100% of the time.