The purpose of the job will be to interpret overall strategy into implementable short-term action plans, communicate
it to the branch network and ensure translation into deliverable productivity and as well take overall responsibility of
branches. This will include delivery of profit targets, loans and deposits growth, Portfolio at risk (PAR)management,
Cost to income ratio management, member acquisition, management of the branch liquidity on day to basis to
ensure maintenance of optimal cash levels for smooth FOSA operations, etc.
He/she coordinates with the branches to ensure efficiency in operations and service delivery, in compliance with the
FOSA manual and other relevant SACCO policies.
Head of Operations Job Responsibilities
- To directly manage and develop all Branch Managers of the SACCO.
- Act as functional liaison for operational activities between Branches/Satellites and all operational support departments at Head Office.
- Assist in the development, implementation and monitoring of policies, procedures and operational projects
within branches and satellites. - Participate in the development, implementation and tracking of branch operational plans necessary to meet
SACCO objectives. - Conduct periodic branch operational audits (Surprise checks) to ensure adherence to policy and procedure.
- Ensure achievement of acceptable audit ratings and adherence to SACCO and SASRA procedures in all
branches and satellites. - Assist in the coordination of branch openings, closings, relocations and reductions in branch services.
- Ensure achievement and maintenance of high customer service standards and customer service levels within
the framework of “going the extra mile” but not to the detriment of the society at the branches and satellites. - Work collaboratively with relevant departments to support and implement new initiatives in branches and satellites.
- Develop and monitor performance dashboards for all branches and satellites for performance management.
- Conduct periodic branch meetings, coaching sessions and performance evaluations.
- Exercise due diligence in operations on Know your customer (KYC) to prevent and detect frauds and forgeries.
- Ensure credit management and credit operations at the branches are fully compliant to the SACCO credit policy and procedures.
- Prepare timely reports for the branches/satellites and submit to the C.E.O. for evaluation and action and as
well review all branch reports and ensure action is taken for any exceptions identified. - Review the performance for all branches on a weekly basis and develop short term action plans with the branch managers to ensure that all overall Balanced Scorecard KPIs are met.
- Prepare and submit timely work plans for branches to the CEO.
- In collaboration with the HR Department, develop and implement a succession planning program for the branch to facilitate continuity and availability of required skills and competencies to meet the needs of the
Should also mentor branch staff continuously, build team spirit and implement measures that ensure optimal performance of the staff. - Maintain and present a professional image of SACCO and the business unit within the market place (grooming, punctuality, customer communication, customer contacts).
- Establish and monitor activity performance reports from all Branches.
Qualifications for the Head of Operations Job
- Bachelor of Commerce (B. Com) or Bachelor of Business Administration or Bachelor of Arts (B.A) in Economics or BA in Social Sciences, Bachelor of Business management (BBM) or Bachelor of Co-operatives Business (BCOB) or Bachelor o fCo-operatives & Community Devt (BCCD) or Bachelor of Finance & Investment Mgt. (BFI) or either CPS(K) or CPA (K) finalist or recognized equivalent
- Professional membership from relevant bodies
- Have at least 6years relevant experience in a financial institution preferably in Operations management or a supervisory capacity.
- Be between 35 – 45 years of age
- Very good in written and verbal communication skills
- KCSE C+(Plus) with C (plain) in Maths and English
- Valid driving license will have an added advantage
- Computer literate [MS Office or Excel]
- Tax Compliance from KRA (attach copy)
- Valid Certificate of Good conduct
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