The Microfinance Operations Manager is responsible for leading and overseeing the LMI’s operational activities, ensuring that all branches and field teams deliver high-quality financial services in a timely, efficient, and compliant manner. The purpose of this role is to enhance outreach to underserved communities, maintain a healthy loan portfolio, and support the institution’s growth and sustainability by optimizing operational performance. Below are the core duties and responsiblities of the mentioned job.
1. Operations Management
- Oversee and manage daily microfinance operations across all branches and field offices.
- Ensure timely loan disbursement, accurate repayment collection, and effective client servicing.
- Monitor branch-level performance and ensure compliance with operational targets.
- Enforce operational procedures, internal controls, and regulatory requirements.
2. Credit and Portfolio Management
- Supervise credit processes including client appraisal, loan approval, and monitoring.
- Analyze portfolio performance indicators .i.e. PAR, repayment rates, client growth).
- Implement strategies to reduce portfolio-at-risk (PAR) and non-performing loans.
- Support and guide staff in resolving overdue or problematic accounts.
3. Staff Supervision and Capacity Building
- Lead, manage, and mentor Branch Managers, Credit Officers, and field teams.
- Conduct regular staff evaluations and identify training needs.
- Organize capacity-building programs to enhance staff performance and client interaction skills.
- Promote teamwork and accountability among the operations team.
4. Client Relationship and Service Quality
- Ensure high standards of customer service and client satisfaction.
- Promote financial literacy, ethical lending, and transparent practices among clients.
- Address and resolve client complaints or operational issues in coordination with branch teams.
5. Strategic Planning and Expansion
- Contribute to the development of operational strategies and business plans.
- Lead the opening of new branches or introduction of new products/services.
- Identify opportunities for improving operational efficiency and outreach.
6. Monitoring, Reporting, and Documentation
- Track and report operational performance metrics regularly to senior management.
- Analyze field data to support decision-making and risk management.
- Ensure timely submission of internal reports, compliance documents, and donor reports.
7. Coordination and Communication
- Collaborate with Finance, HR, IT, and Compliance departments to support smooth operations.
- Represent operations in management meetings and external coordination events.
- Maintain communication channels between the head office and branches.
8. Compliance and Risk Management
- Ensure that all operations adhere to institutional policies, donor guidelines, and DAB’s regulations.
- Identify risks in operational areas and propose solutions to mitigate them.
- Support audit processes and implement recommendations for operational improvement.
9. Community Engagement:
- Participate in community activities to promote microfinance services and financial literacy.
- Build strategic partnerships with local NGOs, businesses, and community leaders to enhance service delivery.
