Head of Operations

Job description

Job Overview
The Head of Operations will be responsible for overseeing the overall operations of the business. This includes cash management, loan processing and disbursement, customer service, risk management, and regulatory compliance. The ideal candidate will work closely with the management team to set strategic goals and ensure smooth, efficient business operations.

Key Responsibilities
Oversee day-to-day operations, including cash management, loan processing and disbursement, customer service, risk management, and compliance.
Supervise the operations team and implement policies and procedures that support efficient service delivery.
Develop and implement strategies to minimize customer complaints and improve public perception of the company.
Liaise with the Financial Controller to ensure timely preparation of the annual budget, quarterly budget reviews, forecasts, and business plans.
Ensure effective and efficient business operations by promoting team development, high morale, and adherence to the credit policy and code of conduct.
Coordinate all operational activities, including computerization, change management, and balancing of books.
Analyze the business environment and provide recommendations for new or enhanced products to expand the company’s customer base.
Develop and maintain strong relationships with existing and potential clients to grow the company’s customer relationship base.
Monitor and review the implementation of the company’s operational manuals, and recommend changes where necessary.
Support internal, external, and regulatory audits and examinations.
Deliver on set budgetary goals and performance indicators.
Provide operational advice to management and offer guidance on best practices.
Conduct on-the-job training for new and existing staff members.
Handle other duties as assigned by the Managing Director to support company objectives.

Minimum Qualifications & Technical Requirements
A minimum of a first degree in any discipline (additional qualifications in a business-related field will be an advantage).
At least 3 years post-graduation experience, with a minimum of 2 years in the financial services industry and at least 1 year in a senior management role.
Demonstrated operational experience in a financial institution, especially within the microfinance sector.
Strong leadership, interpersonal, and networking skills.
Knowledge of innovative payment mechanisms and a good understanding of financial laws and regulations in Zambia.
Experience working with banks and financial regulators.
Strong business acumen, problem-solving, and analytical skills.
Demonstrated project management and leadership abilities.
Familiarity with fintech and start-up ecosystems.
Sound knowledge of the regulatory landscape and compliance requirements.
High level of integrity and the ability to work with minimal supervision.

How to Apply
Send your application letter, CV, and supporting documents to the email address provided below.

Addressed to:
The Head of Operations
CapitalHub Finance
Plot 32 Chakeluka Road, Olympia, Lusaka