About Mphunzitsi SACCO:

Established in 1991 and formally registered in 1998, Mphunzitsi SACCO is regulated by the Reserve Bank of Malawi and is a proud affiliate of the Malawi Union of Savings and Credit Cooperatives (MUSCCO). Our mission is to provide affordable, innovative, and convenient financial services for the socioeconomic well-being of our members. With a robust asset base of MWK 7.07 billion, a membership of over 15,807, and a network of 12 branches and 11 satellite offices across Malawi (as of December 2025), we are dedicated to realizing the dreams of our members through professional and member-focused service.

Job Purpose:

The Regional Operations Manager is a senior strategic leader responsible for driving membership growth, loan portfolio expansion, and operational excellence across all Branches and Service Centres within the assigned region. This role ensures the effective implementation of SACCO strategies, achievement of budgeted targets, cost management, professional service delivery, and robust community engagement.

Key Responsibilities:

1. Strategic Leadership & Regional Target Achievement.

Translate SACCO’s strategic objectives into actionable regional plans with clear performance targets.

Ensure all Branches and Service Centres in the region achieve or exceed budgeted targets for membership growth and loan portfolio expansion.

2. Member Life cycle Oversight, Quality Assurance & Retention Stewardship

Ensure Compliance: Guarantee all Branch Managers and Service Centre Supervisors strictly adhere to SACCO’s member lifecycle management protocols, including the mandatory 14-day member education, accurate monthly share/deposit updates, timely loan servicing notifications, and proper exit interview procedures.

Conduct Quality Audits: Perform regular spot checks, file reviews, and operational audits of member records, education logs, and exit documentation to verify policy compliance and service quality across the region.

3. Enforce the Regional Retention Standard: Monitor and enforce the key regional member retention guardrail.

Ensure that the aggregate number of member withdrawals across all Branches and Service Centres in the region does not exceed 5% of the total new members recruited. Proactively analyze trends, identify units at risk of breaching this ratio, and implement targeted support and intervention plans.

Enforce the Regional Retention Standard: Monitor and enforce the key regional member retention guardrail.

Ensure that the aggregate number of member withdrawals across all Branches and Service Centres in the region does not exceed 5% of the total new members recruited. Proactively analyze trends, identify units at risk of breaching this ratio, and implement targeted support and intervention plans.

Facilitate Best Practice: Organize regional forums or meetings where managers can share successful strategies for member recruitment, engagement, education, and retention.

4. Performance Management & Staff Development.

Conduct regular performance reviews and appraisals for all Branch Managers, Service Centre Managers, and key regional staff.

Set clear performance targets (KPIs) for each direct report, explicitly integrating member lifecycle management goals and the withdrawal-to-recruitment ratio alongside financial and operational targets.

Manage underperformance through structured performance improvement plans (PIPs) and disciplinary actions when necessary.

Qualifications, Experience, Knowledge & Skills

Education: Bachelor’s degree in Business Administration, Finance, Accounting, or related field. Master’s degree is an added advantage.

Experience: Minimum of 5 years in a senior operational management role within a financial institution, with proven experience in performance management, coaching, team development, and a deep understanding of member relationship management and retention strategies.

Knowledge: In-depth understanding of cooperative principles, RBM regulations, financial service delivery, regional market dynamics, the complete member life cycle within a SACCO context, and member retention metrics and growth sustainability models.

Skills: Excellent performance management, coaching, and quality assurance skills, Strong leadership, conflict resolution, and people management abilities, Advanced financial, analytical, and data interpretation skills, Effective negotiation and stakeholder engagement skills, Proficiency in core banking systems, reporting tools, and MS Office.

Attributes: High integrity, self-motivated, results-driven, proactive, member-centric, and able to work with minimal supervision.

Possession of valid driving licence is mandatory.

• Translate SACCO’s strategic objectives into actionable regional plans with clear performance targets.
• Ensure all Branches and Service Centres in the region achieve or exceed budgeted targets for membership growth and loan portfolio expansion.
• Guarantee all Branch Managers and Service Centre Supervisors strictly adhere to SACCO’s member lifecycle management protocols, including the mandatory 14-day member education, accurate monthly share/deposit updates, timely loan servicing notifications, and proper exit interview procedures.
• Perform regular spot checks, file reviews, and operational audits of member records, education logs, and exit documentation to verify policy compliance and service quality across the region.
• Monitor and enforce the key regional member retention guardrail.
• Ensure that the aggregate number of member withdrawals across all Branches and Service Centres in the region does not exceed 5% of the total new members recruited. Proactively analyze trends, identify units at risk of breaching this ratio, and implement targeted support and intervention plans.
• Organize regional forums or meetings where managers can share successful strategies for member recruitment, engagement, education, and retention.
• Conduct regular performance reviews and appraisals for all Branch Managers, Service Centre Managers, and key regional staff.
• Set clear performance targets (KPIs) for each direct report, explicitly integrating member lifecycle management goals and the withdrawal-to-recruitment ratio alongside financial and operational targets.
• Manage underperformance through structured performance improvement plans (PIPs) and disciplinary actions when necessary.

• Excellent performance management, coaching, and quality assurance skills
• Strong leadership, conflict resolution, and people management abilities
• Advanced financial, analytical, and data interpretation skills
• Effective negotiation and stakeholder engagement skills
• Proficiency in core banking systems, reporting tools, and MS Office

• Bachelor’s degree in Business Administration, Finance, Accounting, or related field. Master’s degree is an added advantage.
• Minimum of 5 years in a senior operational management role within a financial institution, with proven experience in performance management, coaching, team development, and a deep understanding of member relationship management and retention strategies.
• In-depth understanding of cooperative principles, RBM regulations, financial service delivery, regional market dynamics, the complete member life cycle within a SACCO context, and member retention metrics and growth sustainability models.
• Possession of valid driving licence is mandatory.