Sacco Operations Manager

Key Responsibilities

1. Lead the development and execution of operational strategies, annual work plans and performance targets.
   
2. Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.
   
3. Coordinate activities across departments to streamline operations and deliver high-quality customer service.
   
4. Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.
   
5. Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
   
6. Work with the CEO to formulate and implement customer experience policies, regulations and procedures.
   
7. Handle reported customer complaints and issues, escalating unresolved cases to the CEO.
   
8. Lead process improvement initiatives to improve customer service.
   
9. Develop and recommend digital transformation strategies to improve operational efficiency.
   
10. Recommend business development initiatives to the CEO to support the achievement of annual growth targets.
    
11. Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
    
12. Prepare regular activity and performance reports for the CEO.
    
13. Develop policy recommendations for the CEO’s consideration.
    
14. Perform any other duties assigned by the Chief Executive Officer.
    

Qualifications and Experience

1. A business-related degree or its equivalent from a recognised university.
   
2. A diploma in Co-operative Management is an added advantage.
   
3. Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.
   
4. At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.
   
5. Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.
   

Key Responsibilities

1. Lead the development and execution of operational strategies, annual work plans and performance targets.
   
2. Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.
   
3. Coordinate activities across departments to streamline operations and deliver high-quality customer service.
   
4. Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.
   
5. Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
   
6. Work with the CEO to formulate and implement customer experience policies, regulations and procedures.
   
7. Handle reported customer complaints and issues, escalating unresolved cases to the CEO.
   
8. Lead process improvement initiatives to improve customer service.
   
9. Develop and recommend digital transformation strategies to improve operational efficiency.
   
10. Recommend business development initiatives to the CEO to support the achievement of annual growth targets.
    
11. Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
    
12. Prepare regular activity and performance reports for the CEO.
    
13. Develop policy recommendations for the CEO’s consideration.
    
14. Perform any other duties assigned by the Chief Executive Officer.
    

Qualifications and Experience

1. A business-related degree or its equivalent from a recognised university.
   
2. A diploma in Co-operative Management is an added advantage.
   
3. Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.
   
4. At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.
   
5. Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.