Operations Manager role in Nairobi at Ideon Limited

The team leaders will be responsible for managing daily branch operations, ensuring a high standard of customer service delivery and management/supervision of all staff at the branch level to ensure optimum productivity.

Duties & Responsibilities for the Operations Manager role

• Carry out opening duties by checking emails, heading team briefs and assigning employees their tasks for the day.
• Communicate to staff on any issues that require feedback from Cemes-HQ as received.
• Submit daily branch performance reports to the Area/Franchise Managers.
• Supervise and manage staff at the branch level and ensure their performance targets are met.
• Manage office operations such as rent payments, permits, petty cash and any other payment.
• Responsible for the enforcement of lending, operational policies & procedures to avoid any non-compliance issues or fraudulent disbursements.
• Ensure there is a high standard of delivery of customer service and customer enquiries or complaints are handled promptly.
• Train and coach new staff so that they understand company products and services.
• Oversee and monitor the performance of staff portfolios.
• Interview loan applicants and approve loans (investor) after proper assessment by the credit committee.
• Analyze the market and advise on risks and how to mitigate them.
• Assess local market conditions and identify current and prospective opportunities.
• Ensure branch goals and targets are met.
• Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities and needs.
• Adhere to high ethical standards, and comply with all regulations/applicable laws
• Network to improve the presence and reputation of the branch and company.
• Stay abreast of competing markets and provide reports on market movement and penetration.
• Market the branch within the community to attract business.
• Carry out closing duties by reconciling daily collections, disbursements and ensuring they are captured correctly on the system.
• Any other duty assigned by your supervisor.

 Skills & Experience for Operations Manager role

• Bachelor’s degree in a business-related course.
• Prior supervisory or leadership experience in financial services for at least 2 years to motivate and guide a team.
• Strong understanding of microcredit principles, credit risk assessment, and financial acumen.
• Excellent communication skills and customer service orientation.
• Analytical skills for evaluating financial data and ensuring compliance.
• Ability to develop and implement sales strategies while managing multiple tasks.
• Proven experience in microfinance, microcredit or financial institutions.
• Experience in credit risk management and loan portfolio quality assurance.
• Experience in ensuring regulatory compliance and adherence to policies.
• Demonstrated success in driving sales and managing client relationships