Operations Manager

POSITION: OPERATIONS MANAGER
Area of Operation: Head Office
Report to: Managing Director
Job Type: Full Time
Job Summary:
Operation Manager’s overall focus is to oversee Tujijenge Financial Services’ business

operations. S/he will be responsible for planning, leading, implementation and managing daily
activities to achieve business goals and maximize profitability. Will be directly accountable for
the growth of the business, achieving the region’s financial/operational goals in terms of number
of customers and portfolio and quality.
KEY RESULT AREAS
• Strategic direction and support to regions to achieve business growth.

• Supervise and develop the regional managers and branch managers to ensure adequate
performance of their roles.
• Support branches to ensure they have all the required infrastructure and systems in place
for smooth.
• Manage staff to ensure compliance with all policies and procedures in place.
• Loan Portfolio tracking to ensure timely monitoring, collections and deliquency
management process
• Review the performance of the all staff to ensure they attain their potential and
performance targets.
• Prepare and present weekly, monthly ,quarterly and annual analyses and reports for
strategic decision making.
SPECIFIC ROLES:
Strategic operational support
1. Set up the branch infrastructure required when expanding to new areas.

2. Participate in the overall planning and budgeting process for the branches and institution
at large.
3. Develop and implement business., marketing and advertising plans
4. Coordinate with HR department for training of staff in the branches.
5. Recommend staff promotions and staff for staff development to Human Resource.
6. Play a key role in supporting the smooth implementation/pilot test of new products
7. Plan for and drive business growth in terms of clientele, loan portfolio and quality.
8. Manage day to day delivery of demand-driven and cost-effective services to clients in
areas of operation.
9. Ensure services delivered are consistently supported by well documented policies and
procedures
10. Ensure all approved disbursements are posted within 24 hours of drawing the funds
according to accounting policies and procedures.
Supervision and development
1. Coordinate with HR department for training of staff in the regions.

2. Participate in selection, recruitment and training of branch management staff.
3. Ensure regional and branch managers implement their assigned roles and responsibilities.
4. Support Regional and branch managers to implement their roles and responsibilities.
5. Mentor and train all regional, branch managers and supervisors.
6. Supervise an effective staff capacity building program for staff under your supervision
that includes training and mentoring.
Branch Support and Management
1. Make sure supporting equipment and infrastructure is in place for smooth operations of
branches.
2. Get daily updates on credit performance for all branches.
3. Coordinate with other departments to ensure timely delivery of service.
4. Make sure Agency Banking is functioning effectively in all districts of operation.
Compliance to Tujijenge policies and procedures.
1. Ensure compliance to institutional policies and procedures in all regional branches.

2. Make sure there are readily available manuals for reference to the branch staff.
3. Initiate disciplinary measures against all non-compliance in a timely manner.
Loan portfolio tracking and delinquency management.
1. Monitor loan payment to ensure all day’s repayments are collected and properly posted
with 24 hours of receipt.
2. Follow up on client loan discrepancies through regional managers to ensure that they are
all cleared by end of month
3. Support branches in recovery of none performing loans through implementation of the
existing recovery mechanisms that Tujijenge has in place.
4. Investigate outstanding portfolio discrepancies in liaison with Regional Managers
5. Ensure field spot checks are continuously done and reports submitted to management
team.
Review and manage Performance
1. Ensure clear performance targets are set for all operations staff
2. Review staff evaluations and ensure they are submitted to Human Resource on time for
decision making
3. Ensure staff that don’t meet the acceptable performance standards are put on a
performance Improvement plan and progress monitored.
Customer care Management
1. Provide leadership in identification, asessement , monitoring and overall management of

customers concerns so as to promote customer needs and potential improvement in
product quality.
2. Ensure satisfaction and retention through use of standard customer care survey
Reporting
1. Communicate with regional manager and branch managers on performance related issues
on daily basis.
2. Preparation and submission of regional performance reports on weekly and monthly basis
in a timely manner.
Other responsibilities
• Achieving business goals and revenue targets

• Overseeing daily operations, managing budgets and setting performance objectives.
• Developing and implementing business, markeing and advertising plans
• Managing internal and external stake holder relations and negociating contracts
• Planning , evaluating and optimzing operations to be efficient and cost effective.
• Ensuring products and services comply with regulatory and quality standards
• Prepairing and presenting monthly, quaterly and annual statements , analyses and reports
of operations and finances
• Dealing with escalated customer issues, incident reports and legal actions.
Qualifications and experience
• Bachelor’s degree in Business studies, Accounting, Economics ,finance and any related
field .
• 5years experince with working in a microfinance or banking institution
• 3 years of managemnet and leadership experince.
• Strong track record in Credit management .
Core competences
• Ability to identify risks and provision of applicable managemnet strategies.

• Experience and/or involvement in developing policies and procedural manuals
• Excellent comuncation skills both verbal and written
• Profieciency in Microsoft Office , MIS systems and project management tools
• Ability to mult-task and work efficently under pressure
• Srong analytical and problem solving skills
• Excellent interpersonal relationship skills
• People Management skills
• Excellent presentation skills
• Report writting
Desirable Behavior
• Hardworking, High intergrity levels, good expression, self confidence, contains presure,
self starter , dependeable, resillent, focused, milt- tasking , respect
How to apply:
All applicants who wish to take up this role in the aforementioned capacity should submit their
documents as a single combined PDF file including Cover letter, Curriculum vitae, academic
credentials with details and contacts of three (3) referees to:
The HR, Tujijenge Financial Services. P.O. Box 1550 Jinja OR email to [email protected].
Physical delivery of hard copies to be made to our offices in Mbale on Aryada Street (Glory to
God Building) behind Nkokonjeru Primary School.
Busia above Equity Bank, Soroti on Haridas Road after URA offices, Bukedea on Soroti
Highway after the Mosque and Namayingo after Namayingo primary school playground.
For all positions, females are encouraged to apply.
Deadline for submission is 17th September 2023. Applications with detailed CVs and copies of
relevant professional/academic should be emailed certificates to: [email protected]
Only shortlisted candidates will be invited for interviews

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POSITION: OPERATIONS MANAGER

Area of Operation: Head Office

Report to: Managing Director

Job Type: Full Time

Operation Manager’s overall focus is to oversee Tujijenge Financial Services’ business

KEY RESULT AREAS

• Strategic direction and support to regions to achieve business growth.

Strategic operational support

1. Set up the branch infrastructure required when expanding to new areas.

Supervision and development

1. Coordinate with HR department for training of staff in the regions.

Branch Support and Management

Compliance to Tujijenge policies and procedures.

1. Ensure compliance to institutional policies and procedures in all regional branches.

Loan portfolio tracking and delinquency management.

Review and manage Performance

Customer care Management

1. Provide leadership in identification, asessement , monitoring and overall management of

• Achieving business goals and revenue targets

Qualifications and experience

• Ability to identify risks and provision of applicable managemnet strategies.

For all positions, females are encouraged to apply.

Only shortlisted candidates will be invited for interviews

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