Head Of FOSA(Front Office Service Activity)

Qualifications & Experience

Academic & Professional Requirements

• Bachelor’s degree in Finance, Business Administration, Economics, or a related field.
  
• Minimum of 7 years of experience in banking, microfinance, or Sacco operations, with at least 3 years in a managerial role.
  
• A professional qualification is an added advantage.
  
• Diploma in Cooperative Management, Business Administration, Marketing, Customer Service, or related areas is an added advantage.
  

Key Competencies & Skills

• Strong knowledge of Sacco operations as required by SASRA, and FOSA management.
  
• Excellent leadership, communication, and interpersonal skills.
  
• Proficiency in financial analysis, risk management, and customer relationship management (CRM).
  
• Experience with core banking systems (e.g., FOSA software, ERP solutions).
  
• Strategic thinker with strong problem-solving abilities.
  

1. FOSA Operations Management
   

• Oversee daily FOSA operations, including cash management, transactions, and account administration.
  
• Ensure compliance with Sacco policies, SASRA regulations, and other statutory requirements.
  
• Implement efficient processes for deposits, withdrawals, transfers, and other banking services.
  
• Monitor liquidity management to ensure sufficient funds for member transactions.
  

1. Savings & Deposit Mobilization
   

• Develop and implement strategies to grow the Sacco’s deposit base.
  
• Promote savings products and encourage member participation.
  
• Analyze market trends and competitor offerings to enhance savings products.
  
• Monitor member savings trends and recommend improvements.
  

1. Customer Service Excellence
   

• Ensure high-quality customer service across all FOSA touchpoints (branches, digital platforms).
  
• Resolve escalated member complaints and ensure timely service delivery.
  
• Train and mentor FOSA staff on customer relationship management.
  
• Implement feedback mechanisms to improve member satisfaction.
  

1. Loan Processing & Credit Administration (Where Applicable)
   

• Oversee loan application processing within FOSA, ensuring compliance with lending policies.
  
• Work with the credit team to assess member loan eligibility.
  
• Monitor loan repayments and follow up on defaults.
  

1. Staff Supervision & Performance Management
   

• Lead, train, and evaluate FOSA staff to ensure productivity and adherence to service standards.
  
• Conduct performance appraisals and recommend staff development programs.
  
• Foster a positive work environment that promotes teamwork and efficiency.
  

1. Risk Management & Compliance
   

• Implement internal controls to prevent fraud and operational risks.
  
• Ensure adherence to AML (Anti-Money Laundering) and KYC (Know Your Customer) policies.
  
• Prepare and submit regulatory reports to SASRA as required.
  

1. Business Growth & Innovation
   

• Recommend new FOSA products/services to meet member needs.
  
• Drive digital transformation in FOSA operations (mobile banking, agency banking).
  
• Participate in marketing initiatives to attract new members.