Head of Internal Operations

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, results-oriented Head of Internal Operations to lead and optimise our internal functions during a pivotal period of growth. This senior leadership role is central to ensuring operational excellence across multiple departments—including Call Centre, Recoveries, Activations, and Quality Control—managing a combined team of approximately 150 employees.

If you’re a hands-on leader who thrives in dynamic environments, can think strategically while managing day-to-day execution, and is passionate about driving high performance, we’d love to hear from you.

Responsibilities

Develop and implement long-term operational strategies that align with Unifi’s vision and business goals while remaining agile and responsive to short-term, day-to-day operational needs.
Collaborate with department heads to support company-wide projects and provide strategic operational input.
Use data and analytics to identify performance trends, understand root causes, and inform decision-making.
Proactively identify potential risks and implement effective mitigation strategies.
Lead the integration of technology solutions to improve operational efficiency, enhance the customer experience, and enable better monitoring.
Identify operational inefficiencies and recommend practical system and process improvements.
Oversee the daily operations of internal teams—Call Centre, Recoveries, Activations, and Quality Control—ensuring consistency, compliance, and quality service delivery.
Ensure training programs and support materials are in place to empower branch staff and improve operational outcomes.
Monitor operational costs closely, identifying and addressing any areas of unnecessary spending.
Maintain a strong focus on fraud prevention by identifying potential risks and implementing mitigation measures.
Build and nurture strong relationships with internal teams, clients, and regulatory bodies to support a seamless operational environment.
Represent Unifi at industry events and forums, promoting our commitment to operational excellence and innovation.
Foster a company culture that puts the client first in every decision and interaction.
Define and track key performance indicators (KPIs) to measure the effectiveness of initiatives and drive continuous improvement.
Conduct competitor and industry trend analysis, and apply operational best practices to implement innovative solutions that drive market share growth.
Establish and maintain standards that promote safe, compliant, and consistent operations across all branches.
Regularly travel to branches, work alongside teams, and lead from the front—supporting both staff and clients directly.

Requirements

Bachelor’s degree in Business Administration, Finance, Engineering, Computer Science, or a related field; an MBA or relevant advanced degree is a strong advantage.
Minimum of 5 years’ experience in a senior operational role; experience in the call centre industry is beneficial but not essential.
Proven leadership skills with the ability to manage and motivate large teams in a fast-paced, dynamic environment.
Strong emotional intelligence and an adaptable leadership style—able to balance firmness with empathy depending on the situation.
Confident in making tough decisions quickly, with the courage to challenge the status quo when it adds value.
Strategic thinker with exceptional problem-solving skills and a focus on continuous improvement.
Excellent communication and interpersonal skills, with a strong ability to collaborate across departments and levels.
Visionary and forward-thinking, with a passion for driving operational excellence and innovation.
Highly analytical with strong data-driven decision-making skills.
Meticulous attention to detail and a commitment to high standards.
A natural teacher and mentor, with a focus on building future leaders and strong successors within the team.