Job Brief: 

The Operations Manager ensures operational activities meet service standards, regulatory requirements, and internal control expectations.The position supports strategic initiatives and translates them into effective operational execution. The role is accountable for sustaining high service levels, audit readiness, and continuous improvement. 

Key Responsibilities:

1.Strategic Input

• Provides input to strategic initiatives to increase operational effectiveness
• Leads service quality audits, identifying process gaps and implementing corrective measures

2. Operational Execution

• Manage daily operations across Credit Administration, Transaction Processing, and Customer Service Teams.
• Ensures timely and accurate processing of customer requests, loans, financial transactions, including ACH transfers, salary deductions, refunds, and insurance claims.
• Provides oversight of client onboarding, ensuring reliability and compliance with regulatory requirements
• Monitor workflow and resolve operational bottlenecks in real time   

3. Team Supervision & Delivery

• Directly supervise team leads and operational staff.
• Allocate work, manage schedules, and ensure productivity targets are met.
• Provides coaching and/or takes the appropriate corrective action highlighting training and development needs of the staff
• Conducts performance evaluations for team members
• Manage performance related issues and escalate to the Head – Operations & Business Transformation where necessary

4. Process Implementation

• Designs and implements transaction management processes that enhance customer experiences for commercial and retail clients
• Implement operational and departmental policies, procedures, and controls in collaboration with the Head – Operations and Business Transformation.
• Ensure adherence to standardized processes and service level agreements (SLAs).
• Escalate process gaps and improvement opportunities to senior leadership.

5. Quality Control & Compliance Execution

• Ensure all documentation, transactions, and records meet compliance standards.
• Ensures adherence to company policies and regulatory requirements.
• Approve transactions as required in accordance with the delegated Limits of Authority
• Ensure completion of Weekly and Monthly reconciliations of Passthrough and Unallocated deposit accounts
• Conducts regular audits of new loans to verify compliance with approved structures, terms, and conditions
• Maintain audit readiness and support audit execution.
• Enforce internal controls and risk mitigation practices.

6. Customer Service Delivery

• Ensure consistent, high-quality customer interactions and issue resolution for both internal and external Customers.
• Monitors customer service operations, ensuring prompt resolution of inquiries, requests, and complaints.
• Fosters a culture of continuous improvement, customer-centricity, and teamwork
• Supervises escalation handling, ensuring complex customer issues are resolved efficiently
• Ensures adherence to customer experience best practices across the organization
• Monitor service levels and address service failures promptly.

6. Reporting & Escalation

• Prepares reports and statistics on the Operations Department as required (e.g. deficiencies, SLA adherence etc.).
• Prepares and submits status reports and reports on performance metrics to the Head, Operations

7. Coordination

• Coordinate daily activities with Front Office and Back Office teams.
• Support implementation of transformation initiatives led by senior management.

8. Performs other related duties as may be assigned.  

Minimum Qualifications and Experience:

• Bachelor's degree in finance, Accounting, Business Administration, Operations Management, or any related field
• Minimum of 5–10 years’ experience in financial services operations
• At least 3–5 years in a supervisory or managerial role

Knowledge, Skills and Abilities:

• Strong knowledge of loan processing transaction management, and financial operations
• Familiarity with regulatory and compliance requirements in the financial services sector
• Proficient in MS Office Suite – Word, Excel, Power Point
• Excellent analytical skills, written and verbal communication skills
• Excellent Attention to detail
• Integrity and confidentiality
• Problem solving and decision-making skills
• Leadership and people management skills
• Strong customer service orientation
• Ability to manage multiple priorities in a fast-paced environment
• Teamwork