Head of Operations

Head of Operations

About the Role

We are seeking a seasoned operations leader to drive strategic transformation, enhance service delivery, and strengthen controls in a dynamic banking or microfinance environment. This senior leadership role requires a hands-on approach to turnaround challenges, leverage technology, manage risk, and build efficient, high-performing teams.

Key Responsibilities

Operations Strategy and Transformation

• Develop and execute a long-term operations strategy aligned with organizational goals.
• Lead transformation initiatives to streamline processes, reduce costs, and improve customer experience.
• Identify and implement best practices in operational excellence.

Service Delivery and Turnaround

• Oversee end-to-end service delivery across all operational units, ensuring timely and accurate processing.
• Lead turnaround projects to resolve underperforming areas and restore service quality.
• Establish key performance indicators (KPIs) and service level agreements (SLAs) to monitor performance.

Technology and Business Continuity

• Drive adoption of technology solutions to automate processes and enhance operational efficiency.
• Ensure robust business continuity planning and disaster recovery protocols are in place and tested.
• Collaborate with IT to align technology investments with operational needs.

Controls, Risk and Compliance

• Strengthen internal controls to mitigate operational, credit, and fraud risks.
• Ensure compliance with regulatory requirements, audit recommendations, and internal policies.
• Champion a risk-aware culture across all operational functions.

Efficiency and People

• Optimize resource allocation and workflows to maximize productivity and minimize waste.
• Lead, mentor, and develop a high-performing operations team.
• Foster a culture of continuous improvement, accountability, and collaboration.

Qualifications

Must Have

• Bachelor’s degree in Business Administration, Finance, Information Technology, Operations Management, or a related field. A Master’s degree (MBA) is an added advantage.
• Professional certification such as CPA (K), ACCA, PMP/PRINCE2, Lean Six Sigma, or AKIB is an added advantage.
• At least 10 years of experience in banking or microfinance operations, with a minimum of 5 years at senior management level.