Summary
Date Posted: Tuesday, March 08, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Operations Manager
Job Summary
The Operations Manager has strategic oversight of MICROLOAN operations and works with internal and external stakeholders to support the improvement of systems and processes that drive long term success of the company. On an ongoing basis he/she monitors branch performance metrics, drives efficient and effective resource utilization, and ensures internal and regulatory compliance in accordance with Microloan’s objectives. The incumbent must leverage excellent planning, organizational, management, and communication skills in order to drive efficiency, ensure timely coordination and execution of co-dependent tasks between business units, and foster a culture of cost containment.

The incumbent will directly report to the CEO and supervise all the Regional Managers.
1. Business development and sales management
• Ensure that all operational staff have goals, understand and accept the importance of goal setting, then actively measure activities and results and communicate this weekly to the rest of the business;
• Ensure that each Regional Supervisor facilitate weekly operational meetings with his/her team to reward and acknowledge positive results, communicate the weekly focus, review the week’s goals and priorities, skill-build and share best practices and successes;
• Standardize operations Management process across all branches and use appropriate tools to ensure consistency in the methods of customer acquisition, portfolio growth and customer retention;
• Where necessary, participate in Credit Committees and provide third level approval of credit proposals within assigned delegated limits, taking care to review in detail the credit risks and proposed mitigations;
• Review the configuration and distribution of resources across branches and the Operations team on an ongoing basis to ensure their optimization for achieving sales, financial, risk and other objectives.

2. Strategy development and execution
• Help to roadmap MICROLOAN’s future by providing input into the budget planning process and contributing to the development of its overall strategic plans, projects and long-term goals;
• Design strategies to ensure the scalability of MICROLOAN is in alignment with the demands of a rapidly evolving micro-lending marketplace;
• Develop and strengthen operational policies and procedures and ensure full compliance with the Company’s credit risk management systems from loan origination to recovery;
• Provide strategic oversight of all operations functions, branch network administration, customer engagement and satisfaction, marketing, community outreach, and business development;
• Project-manage the new branch opening process by effectively coordinating required inputs from different business units and ensuring that project execution deadlines are consistently met;
• In collaboration with Regional Managers, Department Heads, and Branch Managers – institute administrative processes that ensure maximum efficiency in the utilisation of resources;
• Identify, monitor and report on industry and competitive trends to ensure that MICROLOAN remains agile and responsive to market developments.
3. Risk management and compliance
• In consultation with Branch Managers/Regional Supervisors – ensure that all branches are always effectively merchandized and comply with Bank of Zambia minimum standards of operations;
• Provide support to branch teams where appropriate to assist them to meet risk management objectives compliance with MICROLOAN’s policies and procedures, approved PAR thresholds, industry best practices, and legislative requirements;
• Ensure that regulatory compliance, Anti-Money Laundering (AML) and KYC policies are understood and complied with by all staff, taking corrective action when necessary;
• Ensure that MICROLOAN operates in accordance with health and safety procedures to assure the safety and wellbeing of all staff and visitors at all times.
• 4. Operational effectiveness
• Develop tools, processes, and structures that improve the efficiency of process implementation (e.g., manuals, checklists, routines, report forms, templates, etc.);
• Suggest improvements to the design/optimization of operational processes and procedures, particularly to achieve increased efficiency in branches, as well as between branches and other departments;
• Identify resourcing deficiencies that may prevent branches from operating seamlessly, or friction in the sales process that affects the achievement of targets and address these in a timely and efficient manner;
• In collaboration with the CFO – create and implement best practice asset acquisition strategies to aid and improve business performance and deliver best value and business savings.
• 5. People
• Conduct visits to branches and undertake a formalized coaching session with the Regional Supervisors, focusing on operational metrics, sales activities, successes and challenges, and taking care to highlight/reinforce positive outcomes and behaviors;
• Build and maintain good working relationships with a wide network of internal and external stakeholders such as branch and departmental staff, landlords, external suppliers, local councils, traditional leaders, other local/regional authorities;
• Manage, coach and develop a high performing Operations team by setting departmental objectives/KPIs and review and assess performance on an ongoing basis.
6. Customer service, competitor and market insights
• Embed customer focus and customer service excellence in all branches and at all levels of branch staff and ensure a shared responsibility to recover customer relationships when required;
• Collaborate across MICROLOAN ’s multiple business units to obtain data driven insights that can be used to develop new products, advise on scaling priorities, develop new delivery channels or align policies and procedures to industry best practices;
• Define suitable customer segmentation and customer experience metrics in support of key business decisions that drive customer acquisition, customer retention, product usage and revenue growth;
• Maintain market knowledge of the customer experience landscape, competition and consumer attitudes and proactively assess, analyze, and implement effective actions to sustain growth and increase market share.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
To apply for this job email your details to hr.zambia@mlfafrica.org

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