Operations Manager – Micro-Lending Institution

Key Responsibilities

• Oversee the day-to-day operations of the institution, ensuring efficient loan processing, disbursement, administration, and service delivery.
• Manage the end-to-end loan lifecycle while ensuring compliance with credit policies and turnaround timelines.
• Monitor loan portfolio performance, including Portfolio at Risk PAR, arrears, and recoveries, while working closely with credit and collections teams.
• Develop and implement operational policies and process improvements to enhance efficiency and customer satisfaction.
• Strengthen operational controls by ensuring regulatory compliance, mitigating risks, and supporting internal and external audits.
• Drive exceptional customer service by improving onboarding, loan servicing, and resolving escalated customer issues.
• Prepare operational reports and track key performance indicators to support strategic business decisions.

Requirements

• Bachelor's Degree in Business Administration, Finance, Banking, Economics, Operations Management, or a related field.
• 5–8 years of experience in operations within a microfinance institution, SACCO, digital lending company, commercial bank, or financial services organization.
• At least 3 years of leadership or managerial experience.
• Proven experience managing lending operations and loan administration.
• Strong understanding of microfinance operations, credit processes, collections, risk management, and regulatory compliance.