Co-operative Bank
Banking + 2 more
Sacco Operations Manager
Description
Key Responsibilities
- Lead the development and execution of operational strategies, annual work plans and performance targets.
- Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.
- Coordinate activities across departments to streamline operations and deliver high-quality customer service.
- Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.
- Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
- Work with the CEO to formulate and implement customer experience policies, regulations and procedures.
- Handle reported customer complaints and issues, escalating unresolved cases to the CEO.
- Lead process improvement initiatives to improve customer service.
- Develop and recommend digital transformation strategies to improve operational efficiency.
- Recommend business development initiatives to the CEO to support the achievement of annual growth targets.
- Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
- Prepare regular activity and performance reports for the CEO.
- Develop policy recommendations for the CEO’s consideration.
- Perform any other duties assigned by the Chief Executive Officer.
- A business-related degree or its equivalent from a recognised university.
- A diploma in Co-operative Management is an added advantage.
- Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.
- At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.
- Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.
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