Operations Manager

2 weeks ago

Nairobi, Nairobi Area, Kenya Talent Safari Full time 1,200,000 - 2,400,000 per year
Role Overview:

The Operations Manager is responsible for overseeing the firm's day-to-day operational activities, ensuring efficient service delivery, and driving business growth by supporting customer acquisition and portfolio quality. Reporting to the CFO, this role is pivotal in implementing operational strategies, optimizing credit risk management, and leading field staff. The Operations Manager will also be responsible for fostering a collaborative and productive environment across the company, with a commitment to maintaining high service standards, supporting a motivated team, and ensuring client satisfaction.

Key Responsibilities

  1. Strategic Operations Planning

    • Collaborate closely with the CFO to develop the institutional operations plan and define implementation strategies aligned with the firm's goals.

  2. Risk Management

    • Work closely with the credit team to ensure effective credit risk mitigation strategies are in place, with all measures aligned to safeguard portfolio health.

  3. Business Growth

    • Drive business growth by leading customer acquisition initiatives and loan portfolio expansion while monitoring budget performance and achievement. Ensure all loans meet quality standards.

  4. Service Delivery Management

    • Oversee day-to-day service delivery to clients, identify areas for improvement, make recommendations, and lead implementation to enhance client satisfaction and service quality.

  5. Field Staff Recruitment and Training

    • Lead the recruitment, selection, and training of field staff, ensuring a skilled and motivated team.

  6. Team Development and Mentorship

    • Mentor, supervise, and train Team Leaders, building their competencies to drive business growth and maintain loan quality.

  7. Field Operations Coordination

    • Monitor and coordinate field activities, ensure completion of work plans, and provide logistical support for smooth field operations. Ensure the field team is adequately staffed and equipped.

  8. Performance Management

    • Implement performance management processes for all field staff, providing regular feedback and appraisals to foster accountability and drive performance.

  9. Loan Portfolio Quality

    • Maintain a healthy loan portfolio by closely monitoring loan repayment performance, ensuring timely interventions as needed.

  10. Staff Motivation and Engagement

    • Promote a positive and productive working environment for field staff, addressing any issues that could impact morale or performance.

  11. Cross-Functional Collaboration

    • Foster strong working relationships between the field team and other departments to support smooth operations and effective communication.

  12. Employee Relations

    • Address any staffing issues that may impact service delivery, ensuring that all employees are supported and aligned with the firm's values.

  13. Client Complaint Management

    • Handle client complaints professionally, ensuring timely feedback and resolution to maintain high client satisfaction.

  14. Marketing Planning and Strategy Oversight

    • Oversee the planning and execution of marketing activities in collaboration with the marketing team, ensuring alignment with operational goals and customer acquisition targets.

Key Performance Indicators (KPIs):

  1. Loan Disbursements

    • Percentage achievement against planned disbursements.

  2. Loan Book Growth

    • Total loan book volume achieved, with specific targets for portfolio growth.

  3. Portfolio At Risk (PAR) over 30 Days

    • Maintain a PAR (Portfolio At Risk) of under 5% for loans over 30 days past due.

  4. Staff Performance Appraisal

    • Complete quarterly and annual performance appraisals for all field staff, with 75% of the field team meeting or exceeding performance benchmarks.

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