Continuous Improvement Officer

Job description

About Unifi

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels. We make life easy for thousands of clients across Zambia, Kenya, Uganda and South Africa. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in East Africa, we combine exceptional client service with the very best tech and data analytics.

Role Purpose

We are looking for a strategic, hands-on operational leader to drive business scalability, streamline processes, and lead cross-functional initiatives across Unifi Zambia. This role is central to enhancing our operational effectiveness, supporting departments with complex challenges, and fostering a culture of continuous improvement.

The ideal candidate thrives in fast-paced environments, balances strategic vision with day-to-day execution, and brings a data-driven mindset to decision-making. If you’re passionate about operational excellence and ready to make a meaningful impact, we want to hear from you.

Responsibilities

Scope and implement change projects across the business.
Take charge of interdepartmental initiatives to enhance the pace and success of business scaling.
Provide process support to all departments.
Analyze core business processes and implement appropriate performance metrics.
Identify opportunities to improve efficiency, effectiveness, and customer service.
Identify, scope, and support customer journey and business systems improvements in collaboration with the Group Systems Team.
Identify, scope, and support standardized reporting enhancements with the Group Data Team.
Help instill a culture and mindset of continuous improvement.
Develop and implement long-term operational strategies that align with Unifi’s vision and goals while remaining agile and responsive to short-term needs.
Collaborate with department heads on company-wide projects and provide strategic operational input.
Use data and analytics to identify performance trends, diagnose root causes, and support decision-making.
Proactively identify potential risks and lead the implementation of effective change strategies.
Foster a company culture that puts the client at the center of every decision and interaction.
Define and track key performance indicators (KPIs) to measure initiative effectiveness and drive continuous improvement.
Regularly travel to branches, work alongside teams, and engage directly with clients.

Requirements 

Bachelor’s degree in Industrial Engineering or equivalent.
Minimum of 3 years’ experience in process engineering.
Proficient in user stories, process mapping, and identifying value-adds.
Skilled in Microsoft Excel or Google Sheets for data analysis and visualization.
Experience with SQL and other data visualization tools (beyond Excel) is a plus.
Familiarity with quality and process improvement methodologies such as Theory of Constraints, Lean, and/or Six Sigma is advantageous.
Strong organizational skills with the ability to gain buy-in for change and deliver measurable impact.
Humble yet ambitious mindset.
Confident in making tough decisions quickly, with the courage to challenge the status quo when it drives value.
Strategic thinker with exceptional problem-solving abilities and a commitment to continuous improvement.
Excellent communication and interpersonal skills, capable of collaborating effectively across departments and organizational levels.
Visionary and forward-thinking, passionate about driving operational excellence and innovation.
Highly analytical, with strong data-driven decision-making capabilities.
Meticulous attention to detail and a dedication to maintaining high standards