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Operations Support Manager Job in Kenya

Category: General Jobs in Kenya
Posted: Mar 20, 2014

Operations Support Manager 
Our client, a regional micro-finance company seeks a qualified and experienced person to urgently fill the above position.
The client is looking for someone with expertise in credit vetting, call centre management and operations in microfinance or a bank.
Main Purpose of the Job: It is expected that the holder of this position will be a multi-skilled individual supportive to operations, call centre and credit functions. This will include the ability to lead the centralized credit vetting unit, call center and support ongoing process improvement activities across the whole business unit.

Direct Reports: Call centre Manager; Credit Vetting Supervisor; Registry and Archives Coordinator

Job Specification
1. Call Centre Management:
  • Develop short and long-term plans for the call centre delivering direction, process improvement, human resource capability and organization support.
  • Responsible for the overall management of the Call Centre as a profit center and contribute to the achievement of the organizational objectives by overseeing collections, sales and customer service activities at the call centre
  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Work with call centre manager and agents to clearly identify and define their responsibilities, developing key performance indicators/goals to ensure effective and efficient operation of the Call Centre
  • Develop and Implement the Business Finance customer service charter
  • Act as a lead change agent for customer focused operations in coordination with Regional managers ensuring all customer initiatives are planned, structured and deliver overall business objectives
  • Business development: Offer value adding support through feedback received from telephone surveys for the definition and implementation of new financial products and services as well as improve on existing products and services;
2. Centralized Vetting
  • To be responsible for the Vetting Unit. To ensure that systems, processes and practices are implemented, maintained and developed in accordance with relevant best practice, policy and legislation.
  • Developing an effective operating platform for credit assessment and monitoring;
  • Overseeing credit vetting operations and ensuring that business rules and products are compliant with approved credit policy
  • Providing operational and functional leadership to the credit vetting team and develop internal credit risk competencies and capacity.
  • Initiate process and quality reviews and contribute to plans that deliver process improvements ensuring effective implementation and ultimately improved productivity
  • Proactively develop a strong network of cross functional stakeholders and contacts that can be called upon to meet aims of the business.
  • Ensure that excellent relationships exist and are maintained with network colleagues and both internal and external stakeholders, facilitating a constructive feedback loop to improve future risk management.
  • Contribute to the development and implementation of credit policy which provides suitable protection and facilitates business growth and asset distribution.
  • Monitor and report on the implementation of loan policies and procedures; evaluate loan vetting structures and enforce credit standards according to company goals and policies.
3. Procedures, Policies and Controls:
  • Assist to set up required policies and processes in Business Finance
  • Assist to direct and guide all operational procedures and controls through the development and implementation of procedures and controls to promote communication and adequate information flow, and thereby manage operational risk and solidify management control and the direction of the business unit.
  • Assist to drive improvement in operating procedures to increase profits and/or make the business unit more efficient
  • Interpret external market developments ensuring effective policies and procedures are developed to meet the needs and to support the achievement of the business unit objectives.
  • Assist in developing strategies and implementation plans to improve and standardize all aspects of operations
4. Leadership and Operations Support:
  • Lead and manage the team to deliver a culture that supports and contributes to the achievement of financial objectives of the business and meets service standards.
  • Support the Regional managers’ efforts to increase employee productivity by assisting to coordinate and manage the activities in Business Finance and assist to develop and implement strategies for increasing growth.
  • Produce timely, detailed management reports as needed for monitoring and management of all business finance operations
  • Management of registry and archives
Minimum Required Qualification / Experience
  • A Business related Degree or equivalent
  • A Masters degree would be an advantage
  • A minimum of 5 years experience in a Senior Management role managing a large and dynamic team.
  • Excellent credit skills Knowledge
  • Commercial experience in the microfinance or banking industry is required.
If you meet the above requirements please send us your CV (include your current and expected salary) to
Recruiting Consultant,
Frank Management Consult Limited,
Nyaku House, 1st Floor,
Argwings Kodhek Road, Hurlingham
Email:  [email protected]
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