Head of Operations

RESPONSIBILITIES

• Drive daily collection performance and ensure high loan repayment rates across all branches.
• Maintain a healthy loan portfolio by minimizing overdue loans, defaults, and portfolio-at-risk.
• Improve loan repayment performance through proactive supervision and effective recovery strategies.
• Drive growth in loan portfolio, active customers, and branch profitability while optimizing resource utilization.
• Ensure all branches comply with company policies, lending procedures, operational standards, and regulatory requirements.
• Lead, coach, and hold Regional Managers and Branch Managers accountable for performance and execution.
• Establish performance scorecards, conduct reviews, and ensure timely follow-up and interventions.
• Ensure seamless collaboration across Operations, Credit, Finance, HR, Compliance, IT, and Customer Service to achieve company objectives.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Finance, Economics, Management, or a related field.
• A Master's degree (MBA) is an added advantage.
• Minimum of 8 years' progressive leadership experience, with at least 5 years managing multi-branch operations in financial services, microfinance, or a related industry.
• Proven track record of improving operational performance, collections, portfolio quality, and branch profitability.
• Strong analytical skills with experience managing performance using data, KPIs, and scorecards.
• Exceptional leadership, coaching, and people management skills.
• Strong execution, follow-up, and problem- solving abilities.
• Decisive, disciplined, and able to make tough operational decisions.
• Excellent communication and interpersonal skills.