Head of Operations

Job Overview

We are seeking a highly skilled and experienced professional to join our microfinance bank as the Head of Operations. The successful candidate will provide strategic leadership to the operations department, ensuring the efficient and effective delivery of banking services. The Head of Operations will play a key role in enhancing operational processes, customer service, and overall organizational performance.

Requirements

1. Introduce and implement effective systems, policies, structures, and resources to support the growth of the institution and ensure adherence to the same; Serve as the Operations Lead for the MFB core banking system implementation, aligning system configuration with operational processes and policies.

2. Develop and manage a team of well-trained, focused, and motivated Banking Services staff.

3. Manage centralized Banking operations & account opening functions to ensure efficiency, quality and control over account opening, E -channel and completeness of Know Your Customer (KYC) / Anti-Money Laundering (AML) activities.

4. Define and implement new policies and procedures for Banking Services in support of product development/refinement or upon introduction of new technologies and delivery channels; Analyze operational risks, procedures, workflow, and controls on an ongoing basis for continual improvement of operational systems.

5. Safeguard customer data and protect against fraud through management of authorization levels and access rights.

6. Develop and maintain sufficient business continuity plans to ensure service delivery in the event of minor to major incidences & escalation of service exceptions as needed.

7. Oversee customer support processes and organize them to enhance customer satisfaction.

8. Performs pre-audits to ensure ongoing adherence to compliance procedures.

9. Stay informed of all deposit, business, and consumer loan products.

10. Maintains adequate cash supplies at the facility.

11. Maintains proper teller and vault cash levels.

Requirements

1. Bachelor’s degree in any Social Science disciplines, or a related field.

2. Minimum of 10 years of experience in a leadership role within operations in the Microfinance industry.

3. Certified Microfinance Banker (CMB) or Certified Microfinance Practitioner (CMP)

4. Project Management Certification: such as Project Management Professional (PMP) or PRINCE2 can be beneficial.

5. In-depth knowledge of industry regulations, standards, and best practices.

6. Strong analytical, problem-solving, and decision-making skills.

7. Excellent communication and interpersonal skills.