About Us

SME Clinic, on behalf of its client, a leading licensed microfinance institution. The Client provides tailored financial solutions to individuals and Micro, Small, and Medium Enterprises (MSMEs) that are often underserved by traditional financial institutions.

Position Overview

The Head of Operations is a senior leadership role responsible for driving operational excellence across the institution. The role will ensure efficient, scalable, and compliant operations that support both our current lending business and our transition into a deposit-taking institution.

The successful candidate will play a critical role in bridging strategy and execution, overseeing end-to-end operations including credit, customer experience, collections, and digital transformation initiatives.

Key Responsibilities

Operational Strategy & Transformation:

Develop and implement operational strategies aligned with the company’s growth agenda, including the transition to a deposit-taking institution and expansion of digital service delivery channels.

End-to-End Portfolio Management:

Oversee the full credit lifecycle—client onboarding, appraisal, disbursement, monitoring, and collections—ensuring strong portfolio quality and sustainable growth.

Process Optimisation & Customer Experience:

Streamline and digitise operational processes to improve efficiency, reduce turnaround times, and enhance customer experience across both physical and digital touchpoints.

Leadership & People Management:

Build and lead a high-performing operations team, fostering a culture of accountability, integrity, innovation, and service excellence.

Risk, Compliance & Controls:

Ensure full compliance with regulatory requirements, internal policies, and risk management frameworks, particularly in preparation for deposit-taking operations.

Performance Management & Reporting:

Establish and monitor key performance indicators (KPIs), providing regular insights and reports to Executive Management and the Board.

Technology & Systems Enablement:

Lead the implementation and optimisation of core banking systems and digital platforms to support scalable and efficient operations.

Required Qualifications & Experience

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field (Master’s degree is an added advantage).
• Minimum of 5–8 years’ experience in microfinance, banking, or financial services.
• At least 3 years in a senior management role, with proven experience in operations leadership.
• Demonstrated experience in process improvement, digital transformation, or scaling financial services operations.
• Strong analytical, organisational, and problem-solving skills.
• Solid understanding of regulatory requirements in the financial services sector.
• A strong passion for financial inclusion, social impact, and customer-centric service delivery.

• Develop and implement operational strategies aligned with the company’s growth agenda, including the transition to a deposit-taking institution and expansion of digital service delivery channels.
• Oversee the full credit lifecycle—client onboarding, appraisal, disbursement, monitoring, and collections—ensuring strong portfolio quality and sustainable growth.
• Streamline and digitise operational processes to improve efficiency, reduce turnaround times, and enhance customer experience across both physical and digital touchpoints.
• Build and lead a high-performing operations team, fostering a culture of accountability, integrity, innovation, and service excellence.
• Ensure full compliance with regulatory requirements, internal policies, and risk management frameworks, particularly in preparation for deposit-taking operations.
• Establish and monitor key performance indicators (KPIs), providing regular insights and reports to Executive Management and the Board.
• Lead the implementation and optimisation of core banking systems and digital platforms to support scalable and efficient operations.

• Strong analytical skills
• Organisational skills
• Problem-solving skills
• Process improvement
• Digital transformation
• Scaling financial services operations
• Leadership
• People management
• Risk management
• Compliance
• Performance management
• Reporting
• Technology implementation
• Systems optimisation

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field (Master’s degree is an added advantage).
• Minimum of 5–8 years’ experience in microfinance, banking, or financial services.
• At least 3 years in a senior management role, with proven experience in operations leadership.
• Demonstrated experience in process improvement, digital transformation, or scaling financial services operations.
• Strong analytical, organisational, and problem-solving skills.
• Solid understanding of regulatory requirements in the financial services sector.
• A strong passion for financial inclusion, social impact, and customer-centric service delivery.