Role Overview

The Sacco Operations Manager will implement the SACCO’s operational policies, optimise processes and ensure quality service delivery.

Overall objective: To ensure seamless operations, adherence to the service charter and compliance with regulatory requirements.

Key Responsibilities

• Lead the development and execution of operational strategies, annual work plans and performance targets.
• Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.
• Coordinate activities across departments to streamline operations and deliver high-quality customer service.
• Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.
• Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
• Work with the CEO to formulate and implement customer experience policies, regulations and procedures.
• Handle reported customer complaints and issues, escalating unresolved cases to the CEO.
• Lead process improvement initiatives to improve customer service.
• Develop and recommend digital transformation strategies to improve operational efficiency.
• Recommend business development initiatives to the CEO to support the achievement of annual growth targets.
• Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
• Prepare regular activity and performance reports for the CEO.
• Develop policy recommendations for the CEO’s consideration.
• Perform any other duties assigned by the Chief Executive Officer.

Qualifications and Experience

• A business-related degree or its equivalent from a recognised university.
• A diploma in Co-operative Management is an added advantage.
• Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.
• At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.
• Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.

Attributes and Skills

• Sound judgement and decision-making ability.
• Ability to handle difficult customers with diplomacy and tact.
• Accuracy and attention to detail.
• Strong financial management capability.
• Leadership and administrative ability.
• Excellent communication skills.
• Proficiency in Microsoft Office Suite.

• Lead the development and execution of operational strategies, annual work plans and performance targets.
• Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.
• Coordinate activities across departments to streamline operations and deliver high-quality customer service.
• Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.
• Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
• Work with the CEO to formulate and implement customer experience policies, regulations and procedures.
• Handle reported customer complaints and issues, escalating unresolved cases to the CEO.
• Lead process improvement initiatives to improve customer service.
• Develop and recommend digital transformation strategies to improve operational efficiency.
• Recommend business development initiatives to the CEO to support the achievement of annual growth targets.
• Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
• Prepare regular activity and performance reports for the CEO.
• Develop policy recommendations for the CEO’s consideration.
• Perform any other duties assigned by the Chief Executive Officer.

• Sound judgement and decision-making ability.
• Ability to handle difficult customers with diplomacy and tact.
• Accuracy and attention to detail.
• Strong financial management capability.
• Leadership and administrative ability.
• Excellent communication skills.
• Proficiency in Microsoft Office Suite.

• A business-related degree or its equivalent from a recognised university.
• A diploma in Co-operative Management is an added advantage.
• Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.
• At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.
• Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.