Job Purpose Statement

The Manager, Credit Operations, is a strategic leader responsible for designing, implementing, and optimizing end-to-end digital credit processes across five markets: Kenya, Uganda, Tanzania, Rwanda, and Ghana. This role is crucial for scaling Mobile Savings & Loans (MSL) and LOOP platforms.

You will lead the operationalization of new credit products, using automation, AI-driven decisioning, and intelligent workflows to enhance customer outcomes and operational efficiency. A key part of your role will be to manage the credit administration teams and provide oversight to in country portfolio analysts. You will also be responsible for ensuring full compliance with all relevant credit policies and regulations.

This position requires a leader who can effectively integrate traditional banking practices with modern digital credit models to transform credit operations into a high-performing, tech-enabled, and insight-driven function that directly supports business growth.

Key Accountabilities (Duties and Responsibilities)

Financial Management (20%):

• Reduce operational costs by at least 15% year-over-year through automation and AI integration.
• Resolve 100% of identified revenue leakages (e.g., interest misapplications) within 30 days.
• Ensure a minimum return on investment of 1.5x on automation projects within 12 months.
• Achieve 100% on-time and accurate CRB reporting compliance across all countries.

 Internal Business Processes (30%):

• Design and document end-to-end credit operational workflows for all new product launches.
• Automate at least three high-impact credit processes each year, such as CRB reporting and loan disbursements.
• Ensure all new ecosystem products (Retail, Agri, Health, etc.) have full credit operations readiness.
• Maintain robust system controls with a 0% failure rate for all loan lifecycle stages.
• Ensure 100% alignment with approved sanction parameters and loan limits.
• Maintain a <0% error rate on all loan system inputs and data.
• Own the entire CRB submission process, ensuring 100% on-time submissions and zero regulatory breaches.

Risk and Compliance (20%):

• Ensure 100% compliance with CRB timelines, formats, and regulatory guidelines, resulting in zero penalties.
• Maintain 100% audit compliance with CBK, Group Credit Policy, and local regulations.
• Implement at least two automated dashboards for real-time compliance monitoring.
• Proactively flag and resolve any sanction or limit breaches, keeping them below 1% per month.
• Analyze portfolio data monthly to identify risk patterns and recommend mitigating actions, with a 90% implementation rate.
• Manage and resolve 100% of all logged exceptions within defined timelines.

Customer Experience (20%):

• Use AI to optimize at least 80% of customer repayment communication flows.
• Resolve operational issues that lead to customer complaints, aiming for a complaint rate below 3% and a 95% first-time resolution rate.
• Ensure 100% of digital journeys accurately display loan and repayment information.

Learning and Growth (10%):

• Hold quarterly regional alignment sessions to share knowledge and best practices across all markets.
• Ensure 100% of the team completes annual training on digital credit and AI tools.

Job Specifications

Academic

• A Bachelor’s degree in Finance, Business Administration, Economics, Engineering, Statistics, or a related field.
• Professional certifications in any of the following will be an added advantage:
  • Credit Risk Management
  • Business Process Automation / RPA
  • AI for Business or Data Analytics
  • Lean Six Sigma / Process Design
  • Digital Financial Services (DFS) or Fintech Strategy

Work Experience

• Minimum 7 years’ experience in credit operations or administration, with at least 3 years in a leadership role within a digital banking, fintech, or multi-market credit environment.
• Proven experience in:
  • Designing and operationalizing credit processes across origination, disbursement, recovery, and compliance.
  • Cross-market credit portfolio oversight, ideally in emerging or regional markets (e.g. Kenya, Uganda, Tanzania, Rwanda, Ghana).
  • Automation and systems implementation in credit lifecycle management (e.g. CRB automation, workflow engines, T24 or equivalent).
  • Engaging ecosystem stakeholders (e.g. agri-techs, health platforms, retail networks) to support credit product integration.
  • Using data and AI tools to drive portfolio insights, repayment behavior strategies, and risk monitoring.