Sacco Operations Manager

Sacco Operations Manager

The Sacco Operations Manager will implement the SACCO’s operational policies, optimise processes and ensure quality service delivery.

Overall objective: To ensure seamless operations, adherence to the service charter and compliance with regulatory requirements.

Key Responsibilities

• Lead the development and execution of operational strategies, annual work plans and performance targets.

• Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.

• Coordinate activities across departments to streamline operations and deliver high-quality customer service.

• Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.

• Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.

• Work with the CEO to formulate and implement customer experience policies, regulations and procedures.

• Handle reported customer complaints and issues, escalating unresolved cases to the CEO.

• Lead process improvement initiatives to improve customer service.

• Develop and recommend digital transformation strategies to improve operational efficiency.

• Recommend business development initiatives to the CEO to support the achievement of annual growth targets.

• Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.

• Prepare regular activity and performance reports for the CEO.

• Develop policy recommendations for the CEO’s consideration.

• Perform any other duties assigned by the Chief Executive Officer.

• Qualifications and Experience

• A business-related degree or its equivalent from a recognised university.

• A diploma in Co-operative Management is an added advantage.

• Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.

• At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.

• Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.

• Attributes and Skills

• Sound judgement and decision-making ability.

• Ability to handle difficult customers with diplomacy and tact.

• Accuracy and attention to detail.

• Strong financial management capability.

• Leadership and administrative ability.

• Excellent communication skills.

• Proficiency in Microsoft Office Suite.

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