Operations Specialist

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

• Coordinate the day-to-day activities of the Credit and Operations back-office team, ensuring effective allocation of work and achievement of service targets.
• Monitor the end-to-end loan processing journey, from application receipt and verification through credit decisioning, approval, disbursement and post-disbursement administration.
• Identify operational bottlenecks, control weaknesses and process inefficiencies and implement approved corrective measures.
• Develop, maintain and improve standard operating procedures, checklists, process maps and operational controls.
• Ensure that all operational activities are conducted in accordance with approved credit policies, product terms, delegated authorities and regulatory requirements.
• Coordinate operational readiness for new products, process changes, system enhancements and business expansion initiatives.

• Monitor loan application volumes, processing turnaround times, pending applications, approval queues and disbursement performance.
• Ensure compliance with approved turnaround times and escalate cases that exceed established service standards.
• Coordinate with Credit, Finance, ICT, Digital and other relevant teams to resolve system issues and processing exceptions.
• Monitor the integrity of information transferred between the decision engine, core banking system and other approved platforms.
• Ensure that system access, maker-checker controls, exception handling and transaction authorisations are applied consistently.
• Analyse operational data to identify recurring delays, errors and opportunities for automation.

• Coordinate the operational onboarding of sales agents, ensuring that required documentation, training, system access and compliance checks are completed.
• Monitor agent application pipelines, daily activity, application quality, conversion rates and productivity.
• Ensure that applications submitted through agents are complete, accurate and compliant with OMFIN's onboarding and customer verification requirements.
• Identify unusual application patterns, potential fraud indicators, misrepresentation and breaches of agent conduct standards.
• Maintain agent performance dashboards and prepare regular reports for management.
• Coordinate with Sales and other stakeholders to improve agent productivity while maintaining appropriate credit and operational controls.
• Escalate agent misconduct, customer complaints and suspected fraudulent activity through approved channels.

• Supervise and coach Collections Administrators, the Customer Experience Administrator and the Recovery Officer, subject to the approved reporting structure.
• Set daily and periodic work priorities, monitor productivity and support staff development.
• Assess workloads against transaction volumes and recommend staffing or process adjustments where necessary.
• Ensure adequate operational coverage, continuity of critical activities and adherence to agreed deadlines.
• Conduct performance reviews and provide regular feedback in line with the organisation's performance management framework.

• Monitor operational risks associated with onboarding, disbursements, collections, system processing and customer data.
• Ensure that disbursements are supported by complete documentation and valid approvals.
• Monitor collection and recovery reports and coordinate action on emerging portfolio risks with the relevant credit and collections personnel.
• Maintain operational incident and exception registers and track corrective actions to completion.
• Support compliance reviews, internal audits, risk assessments and regulatory inspections.
• Ensure proper records management, business continuity and compliance with applicable data protection and customer confidentiality requirements.

• Prepare operational dashboards and management reports covering loan volumes, turnaround times, disbursements, pending applications, collections, recovery and agent productivity.
• Analyse performance trends and recommend practical measures to improve operational efficiency and customer service.
• Track implementation of management decisions and agreed remedial actions.
• Provide operational input into product reviews, business planning, budgeting and capacity planning.

• A bachelor’s degree in accounting, Finance, Banking, Business Administration, Operations Management or another relevant discipline.
• Strong proficiency in Microsoft Excel and operational reporting tools.

• Strong operational planning, coordination and problem-solving skills.
• Sound knowledge of credit administration, digital lending and operational risk controls.
• Ability to interpret operational data and use performance indicators to drive improvement.
• Strong team leadership, coaching and performance management skills.
• Excellent stakeholder management and communication skills.
• Strong judgement, integrity and accountability.
• Ability to manage competing priorities in a growing financial services business.

• Achievement of approved loan processing turnaround times.
• Reduction in application backlogs and processing errors.
• Accuracy and completeness of operational reporting.
• Sales-agent onboarding turnaround time and productivity.
• Compliance with operational procedures and internal controls.
• Timeliness of resolution of operational incidents and system exceptions.
• Team productivity and achievement of departmental service targets.
• Improvement in customer service and operational efficiency.

• At least five years of relevant experience in banking, microfinance, digital lending, credit operations or financial services operations.
• At least two years in a supervisory, team leadership or operational coordination role.
• Demonstrated experience managing loan processing workflows, operational controls, reconciliations or service-level performance.
• Experience with core banking systems, loan management systems and digital credit decisioning platforms is highly desirable.
• Experience managing sales-agent networks, payroll lending operations or high-volume digital lending processes will be an advantage.

The Old Mutual Story!