CHIEF OPERATIONS OFFICER (COO)

A medium-sized DT-SACCO, based in Nairobi, is seeking to recruit a competent, results-oriented, and self-driven individual for the position of Chief Operations Officer.

Primary Responsibility

The main responsibility of the Chief Operating Officer (COO) is to oversee the efficient and effective performance of various departments, including Credit, FOSA, customer service, records management, and business development, in accordance with the strategic objectives of the Sacco. The COO will ensure that each department has operational strategies and plans that align with the Sacco’s goals of competitiveness and profitability. Other responsibilities include developing, coordinating, and reviewing policies, guidelines, and procedures within these departments, as well as ensuring the optimal number of skilled and motivated staff.

Key Responsibilities

1. Credit Function

• Implement Sacco’s Credit Policy, ensuring compliance with organizational objectives and regulatory standards.
• Regularly review the operational policies of the credit department to ensure they are aligned with market dynamics and industry standards.
• Based on an analysis of credit operations, recommend to the CEO/Credit Committee with the aim of optimizing performance and mitigating risks.
• Oversee the lending process, evaluating loan applications, conducting credit analysis, and supervising disbursement and account setup.
• Identify and manage delinquent accounts, using recovery strategies to protect the Sacco’s financial integrity and minimize losses.
• Follow up with defaulters to establish repayment plans and negotiate settlements, promoting a cooperative approach to debt resolution.
• Compile and analyse reports containing performance metrics, trends, and inputs in order to facilitate strategic decision-making by the Credit Committee and CEO.

2. FOSA Operations

• Ensure effective management of cash flow for FOSA transactions, maintaining optimal levels of liquidity to meet the needs of members, while also ensuring financial stability.
• Liaise with Finance to ensure that deposits are managed in accordance with Sacco investment plans and regulatory requirements.
• Implement strong measures to protect cash and reduce the risk of fraud, ensuring the trust and confidence of members.
• Monitor key FOSA metrics, including account growth, transaction volume, and deposit levels, to identify and implement opportunities for improvement.
• Establish clear service standards to ensure efficient and polite interactions with members at every point of contact.
• Ensure staff have the skills and knowledge to consistently deliver exceptional customer service.
• Monitor customer feedback in order to identify areas for improving service delivery, thus continuously enhancing the member experience.

3. Records Management:

• Ensures that member records are regularly updated, maintained safely, and are easily retrievable.
• Coordinate digitization of records management in line with Sacco’s strategic objectives

4. Customer Service and Members Management

• Develops member management policy.
• Advises and provides direction on member’s issues.
• Ensuring that all members’ issues have been attended to in time.
• Ensures that good member relationships are enhanced and continually improved.
• Ensures that the Credit Management Department delivers its services efficiently and effectively in line with the customer care charter

5. Risk and Controls:

• Establishes and implements fraud prevention systems and processes within the department to effectively mitigate risks.
• Ensures a prompt and thorough response to audit report findings in the department, demonstrating commitment to compliance and accountability.

6. People Management:

• Set goals for section heads, appraise their performance, and make recommendations for their development or improvement.
• Ensure that staff have the required skills by identifying their training needs and recommending relevant programmes to enhance their capabilities.
• Coach and mentor staff, while also addressing disciplinary issues by recommending cases to the CEO for review and possible action.

7. Administration duties

• Ensure house keeping housekeeping is up to the expected standards
• Ensure the maintenance of the building is to the expected standards
• Ensure health and safety policy is implemented so as to ensure a safe work environment
• Liase with third part service providers to ensure they comply with requisites terms of service

Requirements

• Bachelor’s degree from a recognised university.
• Minimum of 5 years’ experience in a similar role within a financial institution.
• Membership in a professional body is considered advantageous.
• Practical knowledge of business principles, accounting practices, and marketing strategies is essential.
• Demonstrated strong leadership abilities, including setting clear goals, effective task delegation, and fostering a high-performing and motivated team through coaching and mentoring.
• Excellent communication skills, both written and verbal, as well as proficient report writing, negotiation, interpersonal, conflict management, and problem-solving abilities.
• Proficiency in Microsoft Office Suite and Sacco core banking systems.

Application Procedures

Qualified and interested candidates are requested to submit a cover letter and curriculum vitae, along with details of their current and anticipated remuneration package, to: careers@skillsglobal.co.ke on or before 19^th June 2024.