Sacco Operations Manager

About the role

The Sacco Operations Manager will lead the development and execution of operational strategies, ensuring alignment with the SACCO’s overall objectives. Reporting directly to the CEO, this role is pivotal in driving performance, customer experience, and digital transformation.

Key responsibilities

• Lead the development and execution of operational strategies, annual work plans and performance targets.
• Achieve set turnaround times (TAT) and service level agreements (SLA) for all services.
• Coordinate activities across departments to streamline operations and deliver high‑quality customer service.
• Work with the CEO to align operational objectives with the SACCO’s overall strategy.
• Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
• Formulate and implement customer experience policies, regulations and procedures.
• Handle reported customer complaints, escalating unresolved cases to the CEO.
• Lead process improvement initiatives to improve customer service.
• Develop and recommend digital transformation strategies to improve operational efficiency.
• Recommend business development initiatives to support annual growth targets.
• Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
• Prepare regular activity and performance reports for the CEO.
• Develop policy recommendations for the CEO’s consideration.

Required profile

• A business‑related degree or equivalent from a recognised university.
• A diploma in Co‑operative Management (preferred).
• Professional qualifications such as CPA, ACCA or relevant banking/SACCO certifications (advantageous).
• At least five years of experience in operations management, including two years in a senior leadership role within a SACCO, bank or micro‑finance institution.
• Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.