About the Role

This role sits at the heart of Mukuru’s operational success in Malawi.

As the Regional Operations Supervisor, you are responsible for ensuring that all Mukuru outlets and agents across Malawi operate efficiently, compliantly, and profitably. You will oversee financial management, cash availability, service standards, compliance, and people leadership across multiple sites, acting as a key link between branch operations and senior management.

This role is ideal for a strong operational leader with deep financial services experience who can balance risk, performance, and customer experience in a dynamic, multi-site environment.

Role Purpose

To oversee and manage the end-to-end functioning of Mukuru sites across Malawi, ensuring operational excellence, regulatory compliance, financial control, and a consistently high standard of customer service.

Key Responsibilities

Operations & Financial Management

• Manage capital and operational expenditure across Malawi operations.
• Ensure effective working capital and inventory management.
• Oversee daily operations of all outlets and agents, including teller processes, reconciliations, and cash-ups.
• Monitor and maintain optimal cash availability across branches.
• Act as the first point of contact during operational emergencies such as fraud, theft, or robberies.

Site Performance & Risk Management

• Ensure all sites operate optimally and within approved trading hours.
• Manage financial, operational, and quality audits across sites.
• Identify and mitigate operational and compliance risks.
• Conduct regular site visits for brand audits, cash checks, and performance reviews.
• Oversee implementation of technology enhancements across sites.

Customer Experience & Brand Standards

• Ensure all agents deliver a consistent, professional, and customer-focused service.
• Monitor service standards, review customer feedback, and resolve escalated complaints.
• Maintain high standards of store appearance and brand compliance.
• Build and maintain strong relationships with landlords, community leaders, and local authorities.

People Leadership & Development

• Lead onboarding, training, coaching, and offboarding of agents and tellers.
• Conduct performance reviews, monthly KPI discussions, and ongoing coaching.
• Support recruitment, workforce planning, and talent management activities.
• Manage leave planning and HR-related administration for direct reports.

Market Monitoring & Business Growth

• Monitor competitor activity and market trends within the region.
• Identify growth opportunities and provide insights and recommendations to leadership.
• Support business expansion and optimisation initiatives using local market intelligence.

Reporting & Insights

• Collect, analyse, and report operational, financial, and agent performance data.
• Provide weekly and monthly reports with clear, actionable insights.
• Identify emerging risks and recommend corrective actions proactively.

Compliance & Governance

• Ensure compliance with all internal policies and procedures.
• Oversee adherence to external regulatory requirements, including RBM, FICA, AML, and exchange control regulations.
• Maintain audit-ready processes and accurate reporting standards.

What You Bring

Qualifications

• Higher Certificate or Post-Secondary Certificate (Essential)
• Bachelor’s Degree or Advanced Diploma (Advantageous)

Experience

• Minimum 5 years’ operations experience.
• At least 2 years’ experience in a supervisory role within a financial services environment.

Knowledge & Skills

• Expert knowledge of foreign exchange operations.
• Strong understanding of exchange control regulations and RBM requirements.
• In-depth knowledge of FICA and anti-money laundering compliance.
• Strong financial, analytical, and reporting capabilities.
• Excellent organisational, administrative, and decision-making skills.

Core Competencies

• Strong leadership and people management capability.
• Analytical thinking and structured problem-solving.
• High attention to detail and risk awareness.
• Ability to make sound decisions under pressure.
• Strong stakeholder engagement and communication skills.

• Manage capital and operational expenditure across Malawi operations.
• Ensure effective working capital and inventory management.
• Oversee daily operations of all outlets and agents, including teller processes, reconciliations, and cash-ups.
• Monitor and maintain optimal cash availability across branches.
• Act as the first point of contact during operational emergencies such as fraud, theft, or robberies.
• Ensure all sites operate optimally and within approved trading hours.
• Manage financial, operational, and quality audits across sites.
• Identify and mitigate operational and compliance risks.
• Conduct regular site visits for brand audits, cash checks, and performance reviews.
• Oversee implementation of technology enhancements across sites.
• Ensure all agents deliver a consistent, professional, and customer-focused service.
• Monitor service standards, review customer feedback, and resolve escalated complaints.
• Maintain high standards of store appearance and brand compliance.
• Build and maintain strong relationships with landlords, community leaders, and local authorities.
• Lead onboarding, training, coaching, and offboarding of agents and tellers.
• Conduct performance reviews, monthly KPI discussions, and ongoing coaching.
• Support recruitment, workforce planning, and talent management activities.
• Manage leave planning and HR-related administration for direct reports.
• Monitor competitor activity and market trends within the region.
• Identify growth opportunities and provide insights and recommendations to leadership.
• Support business expansion and optimisation initiatives using local market intelligence.
• Collect, analyse, and report operational, financial, and agent performance data.
• Provide weekly and monthly reports with clear, actionable insights.
• Identify emerging risks and recommend corrective actions proactively.
• Ensure compliance with all internal policies and procedures.
• Oversee adherence to external regulatory requirements, including RBM, FICA, AML, and exchange control regulations.
• Maintain audit-ready processes and accurate reporting standards.

• Expert knowledge of foreign exchange operations.
• Strong understanding of exchange control regulations and RBM requirements.
• In-depth knowledge of FICA and anti-money laundering compliance.
• Strong financial, analytical, and reporting capabilities.
• Excellent organisational, administrative, and decision-making skills.
• Strong leadership and people management capability.
• Analytical thinking and structured problem-solving.
• High attention to detail and risk awareness.
• Ability to make sound decisions under pressure.
• Strong stakeholder engagement and communication skills.

• Higher Certificate or Post-Secondary Certificate (Essential)
• Bachelor’s Degree or Advanced Diploma (Advantageous)