Head of Operations

• Job Title: Head of Operations

• Department: Operations

• Reports To: Chief Executive Officer / Managing Director

• Direct Reports: Operations Managers Branch Operations Coordinators IT/Core Banking Project Lead Customer Service Manager Administration Officer

• Location: Head Office Nairobi (with countrywide travel)

• Job Grade: Senior Management (Executive Committee member)

• Contract Type: Permanent subject to annual performance review

To lead the design execution and continuous improvement of the Companys operationsloan processing disbursement branch operations customer service technology and business continuitydelivering fast controlled and scalable service. The role also serves as the operational architect for the transition to a deposit-taking financial institution including core banking system readiness process re-engineering and regulatory operational-licensing requirements.

The Company is executing a strategic transformation from a leading credit-only microfinance institution into a fully-fledged deposit-taking bank regulated by the Central Bank of Kenya (CBK). This role is a critical pillar of that journey: the holder is expected to build the people processes portfolio quality controls and governance standards required to satisfy CBK licensing requirements while advancing the Companys vision of being a leading provider of financial solutions in Kenya and its mission of providing quick affordable financial solutions to individuals and SMEs.

For this role the priority is bank-grade infrastructure and control: implementing a core banking system capable of deposits and payments automating processes strengthening internal controls and business continuity and closing all operational gaps identified in licensing readiness assessments.

• Develop and execute the operations strategy annual plans and budgets aligned with the corporate strategy and banking transition roadmap.

• Lead the bank-readiness workstream: core banking system selection/implementation payments integration (mobile money RTGS/EFT readiness) process re-engineering and operational policy uplift to CBK standards.

• Design scalable operating models for branches head office processing and digital channels.

• Own end-to-end loan processing and disbursement ensuring turnaround-time commitments (e.g. logbook loans within 6 hours) are consistently met without control breaches.

• Set and monitor service-level agreements across all products branches and support functions.

• Oversee customer service and complaints handling driving root-cause elimination of recurring issues.

• Implement and enforce operational controls segregation of duties maker-checker and reconciliation disciplines to bank-examination standards.

• Prevent detect and report fraud and operational losses; maintain the operational-loss register and remediation plans.

• Ensure timely closure of internal/external audit and regulatory findings; support CBK inspection readiness.

• Ensure compliance with AML/CFT (POCAMLA) KYC/CDD the Data Protection Act and record-keeping requirements in all operational processes.

• Oversee IT operations information security hygiene and system availability across branches and digital channels.

• Maintain and test the business continuity and disaster recovery programme to bank standards.

• Drive automation and straight-through processing to reduce unit costs and the cost-to-income ratio.

• Manage procurement administration and facilities within budget.

• Recruit develop and performance-manage the operations team; embed a strong control and service culture.

Performance shall be appraised against the following measures. Targets are set for the first 12 months in the role and shall be reviewed annually in line with the corporate strategy and the banking transition roadmap.

Each KPI is scored on a 5-point scale. The overall score is the weighted average of individual KPI scores ($textscore times textweight$). An overall score of 3.0 or above is required to meet expectations.

• Education: Bachelors degree in Business Administration Finance Information Technology Operations Management or a related field; a Masters degree (MBA) is an added advantage.

• Certifications: Professional certification such as CPA (K) ACCA PMP/PRINCE2 Lean Six Sigma or AKIB is an added advantage.

• Experience: At least 10 years experience in banking or microfinance operations 5 of which must be at a senior management level.

• Transformation Skills: Hands-on experience implementing or operating a core banking system and digital channels; experience in a licensing or major transformation programme is highly desirable.

• Regulatory Knowledge: Strong knowledge of CBK prudential guidelines AML/CFT (POCAMLA) KYC Data Protection Act and operational risk frameworks.

• Process re-engineering project management and change leadership.

• Strong control mindset with sound judgement on risk versus service trade-offs.

• Technology fluencycore banking payments information security and automation.

• Analytical data-driven decision making and cost management.

• Excellent leadership communication and cross-functional stakeholder management; high integrity.