Role Overview

The Operations Officer is responsible for managing and overseeing the end-to-end digital loan lifecycle to ensure operational efficiency, regulatory compliance, and high-quality customer service within an automated lending environment. The role supports the effective execution of lending operations while maintaining strong operational controls and service standards.

KEY RESPONSIBILITIES

Loan Processing and Servicing

• Support all operational aspects of the loan lifecycle, including application processing, approval support, funding, disbursement, servicing, rollovers, and loan closure.
• Ensure loan transactions are processed accurately, timely, and in accordance with approved procedures and service level standards.

Compliance and Risk Management

• Ensure lending operations comply with applicable regulatory requirements, data protection standards, and internal policies.
• Support operational risk management, including fraud detection, exception monitoring, and control implementation.

Documentation and Record Management

• Manage the collection, verification, and maintenance of loan and customer documentation.
• Ensure records are accurate, complete, and readily available for audits, reviews, and regulatory reporting.

Process Improvement and System Support

• Identify operational inefficiencies and recommend improvements to streamline processes and reduce turnaround times.
• Participate in User Acceptance Testing (UAT), system upgrades, and implementation of new digital lending platforms or tools.

Customer Support and Issue Resolution

• Handle escalated customer inquiries, complaints, and platform-related issues professionally and efficiently.
• Ensure customer concerns are resolved within defined timelines while maintaining service quality standards.

Reporting and Data Analysis

• Prepare operational, performance, and compliance reports for management and other stakeholders.
• Monitor key performance indicators (KPIs), analyze trends, and provide insights to support decision-making.

Stakeholder Coordination

• Act as a liaison between operations and internal teams such as compliance, audit, IT, credit, and product development.
• Coordinate with external service providers including credit bureaus, payment partners, and legal service providers.

Team Support and Capacity Building (Where Applicable)

• Support training, supervision, and mentoring of junior operations staff.
• Promote accountability, operational discipline, and adherence to service standards.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in Finance, Business Administration, Banking, Operations Management, or a related field.
• Minimum of two (2) to three (3) years’ experience in lending, banking, or digital financial services operations.
• Experience working with loan origination systems, core banking platforms, or digital lending technologies is an added advantage.

SKILLS AND COMPETENCIES

• Strong analytical, problem-solving, and decision-making skills.
• High attention to detail and ability to manage operational risk.
• Proficiency in Microsoft Office applications, particularly Excel.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, technology-driven environment.
• High standards of integrity, confidentiality, and professionalism.

• Support all operational aspects of the loan lifecycle, including application processing, approval support, funding, disbursement, servicing, rollovers, and loan closure.
• Ensure loan transactions are processed accurately, timely, and in accordance with approved procedures and service level standards.
• Ensure lending operations comply with applicable regulatory requirements, data protection standards, and internal policies.
• Support operational risk management, including fraud detection, exception monitoring, and control implementation.
• Manage the collection, verification, and maintenance of loan and customer documentation.
• Ensure records are accurate, complete, and readily available for audits, reviews, and regulatory reporting.
• Identify operational inefficiencies and recommend improvements to streamline processes and reduce turnaround times.
• Participate in User Acceptance Testing (UAT), system upgrades, and implementation of new digital lending platforms or tools.
• Handle escalated customer inquiries, complaints, and platform-related issues professionally and efficiently.
• Ensure customer concerns are resolved within defined timelines while maintaining service quality standards.
• Prepare operational, performance, and compliance reports for management and other stakeholders.
• Monitor key performance indicators (KPIs), analyze trends, and provide insights to support decision-making.
• Act as a liaison between operations and internal teams such as compliance, audit, IT, credit, and product development.
• Coordinate with external service providers including credit bureaus, payment partners, and legal service providers.
• Support training, supervision, and mentoring of junior operations staff.
• Promote accountability, operational discipline, and adherence to service standards.

• Strong analytical, problem-solving, and decision-making skills.
• High attention to detail and ability to manage operational risk.
• Proficiency in Microsoft Office applications, particularly Excel.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, technology-driven environment.
• High standards of integrity, confidentiality, and professionalism.

• Bachelor’s Degree in Finance, Business Administration, Banking, Operations Management, or a related field.
• Minimum of two (2) to three (3) years’ experience in lending, banking, or digital financial services operations.
• Experience working with loan origination systems, core banking platforms, or digital lending technologies is an added advantage.