Job Detail

Job Description

The Operation Manager’s responsibilities will include assisting in formulating strategy, improving business performance, customer retention, and ensuring compliance. He/She should be team leader with the ability to motivate branch managers, find ways to increase quality of customer service and implement best practices across all branches. He/She should manage the operations process and operations strategy, he/she will also be responsible for performance improvement. Key roles will be in providing excellent customer service and growing company revenue. He/She will be responsible for supervising and coordinating the schedules of the sales teams daily work to meet and exceed sales quotas.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The Operation Manager performs the following essential functions:

• Meet all sales quotas
• Track weekly, monthly, and quarterly performance and sales metrics
• Supervise the branches to ensure efficiency in operations
• Manage the staff including performance reviews, goals and training
• Assist mobile sales representatives and team to meet and exceed goals
• Monitor daily operations to ensure a free flow process, and also supervise the execution of daily tasks
• Organize and coordinate mobile sales representatives’ schedules
• Soliciting new business and managing existing customers
• Supporting Branch Managers in developing local market sales plans, working with all branch personnel to meet or exceed the monthly/annual sales target
• Taking care of escalated customer concerns and reporting sales activities on weekly/monthly basis.
• Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled
• Follow written risk and compliance policies and procedures for business activities.
• Maintains knowledge of relevant Banking regulatory environment to ensure compliance across area of responsibility
• Responsible for developing, presenting, and training of new and revised policies and procedures that enable team members to meet functional goals and objectives and provide excellent member experience.
• See opportunities to improve operational efficiency and performance standards to ensure that operations are efficient in terms of resources.
• Coordinate branch managers in ensuring the branch premises are clean and orderly, and check all equipment and make sure they are in good working condition.
• Enforce company policies and structures for the growth of the company
• Create a strong workforce by developing competent individuals in the operations team
• Oversee the processing of loans and other activities to ensure due process, accuracy and accountability are followed
• Implement long term business plan to ensure continuity of business operations in the long run
• Ensure customer data is protected from the public and secured against fraud by enforcing access rights and verification levels
• Develop financial back up plans to protect business operations in the event of major crises that could result in huge losses
• Collaborate with heads of other units to develop best practices for successful business operations
• Delegate tasks to members of the operations team
• Assist Sales and Marketing Managers with customer care through communication to the team concerning procedures, training and written records
• Understand customer needs and offer solutions and support
• Research potential leads from business directories, web searches, or digital resources
• Receive and report on all sales leads
• Build new client relationships offering the companies branded product range and approve terms of business
• Maintain a record of customer satisfaction in accordance with company policy. This will require the routine handling of customer concerns and issues and providing sales representatives and support staff with the necessary tools and knowledge to address these problems.
• Assist the Call Centre to answer potential customer questions and follow-up call questions
• Generate a weekly performance report and submit to the Marketing and Sales Managers
• Review sales and create a monthly target at branch, aiming to increase the sales in line with the business strategy and annual budget
• Exercise control over discounts for certain customers, price changes, deals, promotions, etc.
• Attend local trade shows and exhibitions – working with the marketing team on new product launches and variety of other market communications initiatives
• Ensures employee compliance to protocols and standards.
• Perform other duties as assigned

EDUCATION/ EXPERIENCE:

• 3+ years of experience in a similar role
• Degree in Business Administration/Marketing or related field
• Proficiency in loan management systems as an added advantage
• Strong knowledge in Banking regulations
• Strong working knowledge of consumer lending products
• Proven proactive problem-solver, identifying efficiencies, problem areas, or potential improvements supporting key business objectives.
• Strong written and verbal communication skills with the ability to present to all levels of management.
• Strong ability to work independently, while building and maintaining cross functional relationships.
• A self-starter who easily identifies gaps and process improvements, effectively escalating and making the tough calls when needed.

CRITICAL COMPETENCIES:

• Excellent communication, interpersonal, and customer service skills.
• Strong analytical, organizational, and creative thinking skills.
• Understanding and knowledge of sales and marketing.
• Knowledge of data analysis and report writing.
• Ability to win new customers
• Presentable personality
• Preparation of reports
• Team player
• Dedication
• Sensible and sound character
• The ability to work under pressure.
• Willingness and ability to travel
• Technical Skills – Strives to continuously build knowledge and skills;
• Shares expertise with others;
• Problem Solving – Identifies and resolves problems in a timely manner;
• Gathers and analyzes information skillfully;
• Develops alternative solutions;
• Planning/Organizing – Prioritizes and plans work activities;
• Uses time efficiently; Plans for additional resources;

Skills Required

• Marketing
• Sales
• Communication skills
• Technical acumen
• Analytical skills and a good eye for detail
• Good team player
• Interpersonal skills