Credit & Operations Manager (Microfinance)

In a nutshell, the Credit & Operations Manager’s job is to carry out the vision of the Microfinance, lead the team in executing on it and maintain the Corporate culture.

Job Purpose:      

Responsible for Business Development and Operations of the Company while ensuring staff engagement, customer satisfaction, profitability and growth in line with company’s strategy.

 Key Responsibilities’:

Marketing and Business Growth:

  • Plan, organize, coordinate company activities including marketing campaigns to ensure efficient and economic operations for maximum value.
  • Grow the loan portfolio through implementation of agile marketing strategy and constant supervision of the sales teams.
  • Grow the product range in consultation with the Board in response to the market needs.
  • Diversify the company Market Segments through effective market research and in consultation with the Board.
  • Cross sell Company products to existing customers to ensure company maintains the existing clientele base.
  • Monitor / Maintain existing loan portfolio through constant supervision meetings with the sales/ recovery team and take immediate action where necessary.
  • Achieve and maintain the set revenue and profit targets at all times.

Debt Recovery and Management of Non-Performing Assets:

  • Reduce the COMPANY’s NPLs/ maintain the COMPANY’s PAR at an agreed minimum percentage through constant reviews and meetings with the recovery teams.
  • Monitor performance of NPLS with reports and update the Board on weekly basis.
  • Follow up with customers and ensure the implementation of the recovery policies and strategies by the recovery teams at all times.

Ensure strict compliance with the COMPANY’s Credit Policy and all other board Memos regarding debt management.

Financial performance:

  • Liquidity management – Optimize institutional liquidity by ensuring timely collection of all loans that fall due and timely communication with the customers.
  • Closely monitor costs to minimize wastage and guard against possible embezzlement
  • Manage return on investment.
  • Increase the COMPANY’s Profitability.
  • Ensure there are no revenue leakages

Customer Service:

  • Demonstrate high levels of customer awareness – their borrowing, repayments and saving habits. Understand their needs and challenges in order to use the knowledge for product development and refinement
  • Achieve agreed customer satisfaction levels.
  • Achieve agreed customer retention levels.
  • Achieve customer service standards.
  • Respond to customer complaints within the stipulated time lines.
  • Ensure all processes are up and running.

Staff Management & Supervision:

  • Champion culture changes to instill a high performance culture characterized by integrity, fairness, meritocracy and continuous learning.
  • Improve on staff productivity and retention through motivating and maintaining a positive, transparent and result oriented environment.
  • Implement staff training and development targets.
  • Human Resource operational targets and continuous staff performance appraisals.
  • COMPANY’s Leave Management.
  • Manage staff discipline, punctuality and grievances in accordance with the HR manual and other guidelines issued by the board from time to time.
  • Manage the ’s productivity.
  • To maintain staff welfare program and to facilitate a smooth communication between the Board and the staff

Operations Controls and Business Maintenance:

  • Review financial and non financial reports and develop strategies to improve the financial performance
  • Proactively recommend changes or improvements to the overall direction, policies and strategy of the organization; solicit advice and seek guidance when appropriate from the Board.
  • Ensure Board decisions and directives are implemented by the management/staff in a timely fashion and the action tracker is updated consistently.
  • Risk Management control – Develop strategies to manage the credit risk inherent in the entire portfolio as well as the risk in individual credits or transactions as per policy and overall COMPANY strategy
  • Enhance the COMPANY’s Operational control standard through consistently implementing and maintaining COMPANY policies, processes and systems for managing operational risks in all the COMPANYs material products, services and activities, consistent with COMPANY’s risk appetite and policies.
  • Manage system and IT support services to ensure they serve the purpose and are continuously improved in accordance with then changing needs.
  • Compliance with statutory requirements.
  • Manage scheduled projects on time.
  • Ensure all reconciliations are done daily.
  • Make Status reports in the agreed format and within the stipulated time (daily, weekly, monthly).
  • Ensure the monthly financial reports are ready latest by the 3rd working day of the following month.
  • Monitor and ensure 100% compliance by staff to all COMPANY policies and procedures.
  • Ensure compliance with AML-CTF in line with COMPANY policy.

Dealing with Suppliers

  • Maintaining a schedule of COMPANY suppliers and ensure all the relevant documents (valid licenses, incorporation documents, ID Cards and PIN Certificates) and key contacts are available.
  • To procure all the COMPANY suppliers execute Service Level Agreements and maintain custody of the agreement at all times
  • Maintain a schedule of all payments due to the suppliers and ensuring prompt settlement of invoices in accordance with the service level agreements.
  • Ensure compliance of the SLA by all the suppliers and professionalism in service delivery.
  • Liaising with the suppliers to ensure quality service provision inn accordance with the SLA and  escalating any issues of concern to the Operations Director


  • A degree or Diploma in Business Management, Banking, Finance or other related field
  • Certified Credit Professional (CCP) Qualification
  • 4-8 years experience in Finance/Lending sector 3 of which should be in senior management role
  • Thorough understanding of the competitive landscape in the microfinance sector, opportunities for expansion, customers, markets, new industry developments and standards
  • Leadership and or mentorship skills
  • Excellent management and people skills
  • Computer literate
  • Strong analytical and problem solving skills
  • Excellent communication skills

Job Location: Mombasa

Make application on the website . Closing Date Monday 24th July 2023

Opening: 1 position

Job Category: Support
Job Type: Full Time
Job Location: Kenya

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