Operations Manager – Micro-Lending Institution

Talent Grid Africa is a regional consulting firm that partners with leaders in business to handle the complexities of hiring the right talent, engaging them in the right way, improving performance, and retaining top talent. We help them leverage their greatest assets-the people, to capture more opportunities and grow their businesses. Our purpose is to of...

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.

• 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.

• Strong understanding of microfinance operations, credit processes, collections, risk management, and regulatory compliance.

• 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.