Overview

Operation Director

Purpose of the position:

Responsible for developing and executing the VFK’s business strategy to acquire, manage and grow the business through the retail branch network within acceptable risk parameters.

 

Job Summary

Planning

In coordination with the CEO and CFO, prepares Annual Business Plan by determining the key business, social, growth and staffing objectives, efficiency and productivity standards/targets and ensures operating costs are in line with acceptable budget ratios.
Agrees with Branch Managers/Office Managers on their specific operating targets and objectives (individual branch / office plans) for all products and services.
Prepares work targets/schedules/budgets and assigns duties to operations personnel to ensure efficient and effective operations department.
Reviews and approves Annual Work Plans of all branch offices (overall and by Client Service Officer).
Reviews, consolidates, prepares and recommends to CEO the Annual Work Plan of the Operations Department

Monitoring of Operations Performance

Closely monitors implementation of the approved Business Plan ensuring all departments and branch offices are achieving set goals and targets.
Evaluates operational performance of branch offices and implements strategic interventions to help low-performing branch offices.
Sets targets for field visits, verification visits, and meetings with branch office personnel and clients.
Evaluates operations departments’ performance, identifies problems or issues and recommends corrective measures when necessary.
Assists CFO in controlling supply of money on hand to meet branches’ daily requirements for savings and lending transactions, and to ensure compliance with regulatory requirements

 

Risk Management and Control

Oversees the implementation of the internal control systems, ensuring the smooth running of the business and safeguarding the institution’s assets; Follows-up with the relevant manager(s) to ensure any actions related to audit findings are implements by branches and/or departments
Shares information and communicates openly with senior managers; facilitates good flow of information flow between departments and around the branch network
Ensures compliance with all existing MFI and VFI policies; with local regulations; and with all VFI/Lender covenants.
Ensures that policies and procedures are applied consistently and uniformly across all branches
Plans and ensures the implementation of an adequate and timely reporting system with focus on each branch’s asset quality, liquidity, capital adequacy, and provisioning
Consults with the IT department on any issues related to monitoring or reporting, and ensures IT resolves issues as soon as possible
Takes an active leadership role with branches that are underperforming or are not compliant with any policy or regulation, etc., ensuring that appropriate measures are taken to bring the branch’s performance or compliance back to required standards
Actively works with the risk manager and all departments to identify and measure all risks, and actively develops mitigation strategies
Supervises creation and implementation of plans and methods to create awareness of all products and services offered by the MFI (e.g. newsletter, radio advertising, posters, school competitions, press releases, etc.).
Regularly conducts customer satisfaction surveys to determine areas for improvement in products and services.
Recommends corrective actions and develops plans for CEO and Board approval
Provides regular updates for the MFI website (where relevant) and as needed by VFI or WV
Assists with drafting answers to public queries needed by the CEO or the Board.
Interacts with World Vision, with the local community, business organizations, and industry networks to promote goodwill and generate new business (integration opportunities).
Where the MFI has a Marketing resource, works directly with Marketing to develop and deliver promotional activities, gather information about competitors, etc.

 

Public Relation

Keeps track of international developments related to microfinance and informs CEO and Board of potential opportunities for MFI.
Develops good relationships with clients, local business owners, community leaders, and civic organizations to promote goodwill and generate new business
Safeguards the institution’s reputation by ensuring strict compliance to existing regulations (liaising with the institution’s legal counsel).
Institutes regular communications with branch staff partners and clients to prevent and/or immediately resolve problems

 

Social Performance and Integration

Ensure that the MFI reaches its target clients (poor, women with dependent children, ADP areas), making necessary adjustments to do so (changes in geographical location, introduction of new products, linkages with WV Savings Groups, etc.) while balancing the need for institutional sustainability
Ensure that the products provided and the delivery methods meet the needs of the target client
Ensure that clients and their children are protected and treated with respect in the provision of financial services through implementation of the client protection policies. This includes not over-indebting clients, appropriate debt collection practices, and active mechanisms for client complaint
Actively promote and ensure child well-being through gathering and reporting child well-being data, accurate children impacted figures and integration with WV and ADPs.
Ensure that branch managers and credit staff are trained in and apply strong social performance practices (per points above).
Include social goals and indicators into business planning, receive regular reporting to track progress and make operational decisions (new products, delivery methods) to reach those goals
Take necessary actions to avoid social performance risks (mission drift, harm to clients, client turnover, etc).

 

Staffing, Performance Management and Capacity Building

Participates in the interview, selection and hiring of new employees.
Recommends promotion, suspension, dismissal, and/or transfer of staff
Ensures the annual appraisal Cycle (agreeing annual and learning and development objectives, mid-term reviews and end of year reviews ) is implemented and evaluates job performance of operations department managers and branch managers
Recommends salary and/or merit increases; recommends the granting of other incentives
Regularly conducts a skills analysis for Operations Managers and Branch Managers, analyzing gaps and developing plans for capacity building

 

Guides the development of succession plans for new employees.

Recommends promotion, suspension, dismissal, and/or transfer of staff within Operations
Ensures the annual appraisal Cycle (agreeing annual and learning and development objectives, mid-term reviews and end of year reviews ) is implemented and evaluates job performance of operations department managers and branch managers
Recommends salary and/or merit increases; recommends the granting of other incentives
Regularly conducts a skills analysis for Operations Managers and Branch Managers, analyzing gaps and developing plans for capacity building
Guides the development of succession plans for department managers and branch management
Implements the Management and Staff Capacity Building Plans to ensure productivity, effectiveness and compliance in order to reach standards and targets
Monitors and evaluates the progress of capacity building and revises plans as necessary.
Ensures all high-performing staff have a development plan in place.
Ensures all under-performing staff are closely managed so that performance improves or separation is managed according to local regulations (as guided by MFI P&C or HR Director/Manager).

Product and Service Development

Continually gathers information and analyzes the strategic position of the MFI compared to the industry.
Conducts/directs market research activities and analysis to determine new products and service areas that may be explored
Reviews internal and external studies on new methodologies/approaches to improve field operations and social performance for review by CEO/BOD
Once approved, pilot tests new product/methodologies, monitors and evaluates results and proposes actions to be taken to introduce into MFI (if warranted).
Plans implementation of new products/services and details positive results / risks for presentation and approval by the Board; and coordinates with project management team on implementation and monitoring of plans.
Any other duties that may be assigned by the CEO from time to time.

Required qualifications and experience

Master Degree in Economics, Finance, Accounting or Business Administration or any other related field.
Proven track record of motivating and developing capable management teams
Capability and willingness to take responsibility and highly developed sense of integrity
Ready to comply and live up to and in accordance with the Institution’s Ideals and Core Values
Demonstrable knowledge in economic and financial topics
A strong analytical and quantitative mindset
Excellent decision-making skills
Strong verbal as well as non-verbal communication skills
Exceptional team management and organizational skills
Resilient, self-driven and goal-oriented professional with a strong people management orientation
Demonstrates digital dexterity and breadth of technical skills
Demonstrable financial, analytical, organizational and problem-solving skills
People oriented and results focused
Extensive experience in microfinance/retail banking
Proven work experience as Operation Director or a similar role for at least 5 years’.

Other Competencies/Attributes:

Must be a committed Christian, able to stand above denominational diversities.
Customer Service, commercial and product development functions of a financial institution at managerial level.
Demonstrated consistent high performance in the last 3 years’ in a similar role.
Excellent interpersonal, and negotiation skills with the ability to network, generate new business and develop strong business relations.
Strong leadership skills with demonstrated competences in championing high performance management.
A good understanding of risk, credit policies and procedures.
A change agent able to drive growth while motivating staff.

MODE OF APPLICATION

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About World Vision Kenya

World Vision is an international Christian relief, development and advocacy organisation working in almost 100 countries world-wide to create lasting change in the lives of children, families and communities to overcome poverty and injustice.