Head of Operations

Company: Oya Microcredit Ltd

Location: Nairobi

Employment Type: Full-Time

Reports To: CEO

Responsibilities

· Develop and implement operational strategies for product delivery, client outreach, and portfolio growth.

· Oversee daily operations functions, including field visits to ensure compliance with company policies.

· Monitor and manage operational risks to prevent fraud, including monitoring key control activities.

· Evaluate operations performance, sets KPIs, and provides reports to the CEO and the Board about the

performance of each sector and provides an action plan for business effectiveness and efficiency.

· Mentor and trains operational staff to maintain high technical competency.

· Conduct regular review of the business environment, identifying opportunities and threats and making

recommendations to have the threats mitigated and opportunities harvested for the company.

Qualifications & Requirements

·  7+ years of experience in microfinance, banking, or financial services, with experience in product development.

· Bachelor’s degree in Business Administration, Management, Finance, or related fields

· A master’s degree will be an added advantage, particularly in Business Administration, Finance, Economics, or a related field

·  Proficiency in financial systems and MS Office Suite.

· Strong leadership, communication, and analytical skills to drive efficiency and team morale.

Key Competencies

· Leadership & Team Management: Ability to lead, mentor, and drive performance of operations, credit, and field teams while ensuring accountability and alignment to business goals.

· Operational Excellence & Process Management: Strong capability to design, streamline, and optimize operational processes to improve efficiency, scalability, and service delivery.

· Credit Risk & Portfolio Oversight: Ability to oversee lending operations, monitor portfolio quality, manage PAR levels, and ensure sound credit risk practices across the organization.

· Decision Making & Problem Solving: Make fast, informed operational decisions, balance growth with risk exposure, and resolve complex operational and credit-related challenges effectively.

· Communication & Reporting Skills: Clear and professional communication with senior management, regulators, and internal teams; prepares accurate operational and performance reports.

· Compliance & Regulatory Adherence: Ensures strict adherence to internal policies, lending guidelines, AML/KYC requirements, and regulatory frameworks.

· Analytical & Strategic Thinking: Interprets operational, financial, and portfolio data to identify trends, improve performance, and support strategic decision-making.

· Collaboration & Stakeholder Management: Works effectively with Credit, Finance, IT, Sales, and Branch teams to ensure smooth end-to-end operations and portfolio growth.

· Attention to Detail & Control: Ensures accuracy in operational processes, financial controls, reporting, and compliance checks to minimize errors and risk exposure.

·  Adaptability & Resilience: Thrives in a fast-paced microcredit environment, responds quickly to operational pressures, and drives continuous improvement and innovation.

KEY PERFORMANCE INDICATORS (KPIs)

· Portfolio at Risk (PAR) ratios.

· Client outreach and retention rates.

· Sector operational efficiency and TAT (Turnaround Time).

· Compliance with internal and regulatory