Head of Operations

Company: Oya Microcredit Ltd

Location: Nairobi

Employment Type: Full-Time

Reports To: CEO

Responsibilities

• Develop and implement operational strategies for product delivery, client outreach, and portfolio growth.
• Oversee daily operations functions, including field visits to ensure compliance with company policies.

• Monitor and manage operational risks to prevent fraud, including monitoring key control activities.
• Evaluate operations performance, sets KPIs, and provides reports to the CEO and the Board about the

performance of each sector and provides an action plan for business effectiveness and efficiency.

• Mentor and trains operational staff to maintain high technical competency.
• Conduct regular review of the business environment, identifying opportunities and threats and making

recommendations to have the threats mitigated and opportunities harvested for the company.

Qualifications & Requirements

· 7+ years of experience in microfinance, banking, or financial services, with experience in product development.

• Bachelor’s degree in Business Administration, Management, Finance, or related fields
• A master’s degree will be an added advantage, particularly in Business Administration, Finance, Economics, or a related field

· Proficiency in financial systems and MS Office Suite.

• Strong leadership, communication, and analytical skills to drive efficiency and team morale.

Key Competencies

• Leadership & Team Management: Ability to lead, mentor, and drive performance of operations, credit, and field teams while ensuring accountability and alignment to business goals.
• Operational Excellence & Process Management: Strong capability to design, streamline, and optimize operational processes to improve efficiency, scalability, and service delivery.

• Credit Risk & Portfolio Oversight : Ability to oversee lending operations, monitor portfolio quality, manage PAR levels, and ensure sound credit risk practices across the organization.
• Decision Making & Problem Solving : Make fast, informed operational decisions, balance growth with risk exposure, and resolve complex operational and credit-related challenges effectively.

• Communication & Reporting Skill s: Clear and professional communication with senior management, regulators, and internal teams; prepares accurate operational and performance reports.
• Compliance & Regulatory Adherence : Ensures strict adherence to internal policies, lending guidelines, AML/KYC requirements, and regulatory frameworks.

• Analytical & Strategic Thinking : Interprets operational, financial, and portfolio data to identify trends, improve performance, and support strategic decision-making.
• Collaboration & Stakeholder Management : Works effectively with Credit, Finance, IT, Sales, and Branch teams to ensure smooth end-to-end operations and portfolio growth.

• Attention to Detail & Control: Ensures accuracy in operational processes, financial controls, reporting, and compliance checks to minimize errors and risk exposure.

· Adaptability & Resilience : Thrives in a fast-paced microcredit environment, responds quickly to operational pressures, and drives continuous improvement and innovation.

KEY PERFORMANCE INDICATORS (KPIs)

• Portfolio at Risk (PAR) ratios.
• Client outreach and retention rates.

• Sector operational efficiency and TAT (Turnaround Time).
• Compliance with internal and regulatory