Head of Operations (HOP)

About the Role

This vacancy presents a chance to join a leading organization in a key operational leadership position.

Key Responsibilities

• Ensure efficient processing of customer transactions including deposits, withdrawals, transfers, and loan disbursements
• Monitor operational performance and ensure adherence to service delivery standards
• Monitor cash management, vault controls, and cash movement procedures
• Ensure compliance with approved transaction limits and authorization levels
• Address operational challenges and resolve customer service issues promptly
• Ensure compliance with Central Bank and other regulatory requirements applicable to microfinance banks
• Implement and monitor internal controls to mitigate operational and fraud risks
• Ensure timely reconciliation of all operational and settlement accounts
• Enforce compliance with AML/CFT, KYC, and consumer protection guidelines
• Oversee the effective use of core banking systems and digital channels
• Identify process gaps, inefficiencies, and system challenges, and drive improvements
• Ensure business continuity and disaster recovery readiness
• Lead, mentor, and evaluate operations staff
• Foster a culture of accountability, integrity, and customer focus

Required Qualifications and Experience

• Bachelor's degree in Banking, Finance, Business Administration, or a related field
• Minimum of 5–13 years' experience in banking or microfinance, with at least 2–5 years in a management position
• Strong knowledge of microfinance banking operations and regulations
• Experience using BankOne software
• Professional qualification (ICAN, ACCA, CPA, or MBA) is an advantage