Job Description
Position: Chief Manager Operations
Grade: JS- 3
Division: Operations
Job Type: Contract – Three (3) Years renewable based on performance
Location: Nairobi
REF. JSS/HR- CMO– JS-3/2023
JOB PURPOSE
Jobholder will provide strategic direction to ensure achievement of strategic goals in the
SACCO’s core business operations and oversee the Operations for Business Development,
Customer Care, Loan Processing, FOSA Operations and records management in managing the
processes and effective implementation of Operation policies and controls systems.
FUNCTIONS / KEY RESULTS EXPECTED
The Jobholder is responsible for:
Operations management
To develop, implement and co-ordinate the operations of the SACCO in the following
departments; Loans, FOSA, Business Development and sections; Customer Relations and
Records Management;
To consult with relevant departments/sections to ensure proper running of administrative
matters in the SACCO are maintained including staff redeployment;
To establish departmental goals and this will be secured in the budgets, which will provide
the resources to accomplish the goals;
To oversee the effective and efficient management of customer service through the call
centre system and customer service centre;
To design customer’s complaint system that will address limitations in product or service
deliveries and identify ways of giving feedback as a basis of enhancing SACCO image in the
public;
To provide technical advice and support to management on all matters relating to credit and
operations;
Ensure corporate image and brand visibility by coordinating implementation of media and
public relations plan to create awareness;
Lead in product development and service delivery and enhancement;
Enhance customer experience through effective customer relationship management;
To prepare and present accurate and timely monthly reports and records including loan
performance, departmental budgets, membership information and marketing
initiatives/outcomes, procurement, and staff and office matters;
Periodic review and reporting on emerging operations issues/limitations.
Preparing annual marketing plan, departmental budget and ensuring their effective
implementation;
Oversee the management of the registry;
Ensure achievement of set performance targets and conducting performance appraisal in the
departments under operations division.
Strategy and Business Growth
Lead in the planning and implementation of the strategy and attainment of targets as set in
the SMP;
Oversee and lead development and review of new products and services ensure successful
implementation;
To ensure proper planning of Sacco activities at departmental level and utilize the plans to
develop a master plan for both short and long-term activities of the Sacco;
To implement and manage the SACCO brand strategy in order to communicate a consistent,
strong brand message and image to SACCO stakeholders and the broader public;
To oversee member recruitment activities and review of innovative products and services;
To co-ordinate activities of the Sacco and ensure proper targets and standards are set and
achieved at every level of operation;
To develop and implement innovative ventures that are profitable to the Sacco.
Risk management and Compliance
Ensure strict compliance with policy, legal, regulatory, and institutional requirements;
To develop and implement policies and procedures in respect to operations i.e Loans,
Business Development Policy, Communication policy;
Ensure effective management of credit and operational risks;
Periodic review and reporting on emerging credit/operations issues/limitations.
Team Leadership
Team management- supervising all the team leaders in the operations division.
Growth of Share Capital
Participating in member educations programs /campaigns;
Provide delightful customer experience for both internal and external customers; Selling and
cross - selling of Sacco product
IMPACT OF RESULTS
The key results have an impact on the overall efficiency and effectiveness of the SACCO’s core
business operations and ensuring sufficient and effective service delivery,
QUALIFICATIONS & REQUIREMENTS
Business related degree
CPA K or ACCA
Master’s in Business or any other related is and added advantage
Member of ICPAK
Minimum of 12 years work experience with at least 5 years in senior management
KEY SKILLS AND COMPETENCES
Strategy formulation and execution
Policy development, implementation and review
Analytical and decision-making skills
Budgeting formulation, monitoring and reporting
Team Leadership