Sacco Operations Manager

Co-op Consultancy is the business advisory arm of the Co-operative Bank group, providing expert advice and solutions.

Co-op Consultancy is recruiting a highly qualified and motivated Sacco Operations Manager for a Nairobi-based Deposit Taking Sacco, which is regulated by SASRA. The successful candidate will report directly to the Chief Executive Officer.

1. Lead the development and execution of operational strategies, annual work plans, and performance targets.
2. Ensure all services meet set turnaround times (TAT) and service level agreements (SLA).
3. Coordinate activities across various departments to streamline operations and deliver excellent customer service.
4. Collaborate with the CEO to align operational objectives with the SACCO’s overall strategic goals.
5. Address and resolve any operational, risk, and loss control issues identified by Internal Audit.
6. Work with the CEO to formulate and implement customer experience policies, regulations, and procedures.
7. Manage customer complaints and issues, escalating unresolved cases to the CEO.
8. Drive process improvement initiatives to enhance customer service.
9. Develop and recommend digital transformation strategies to boost operational efficiency.
10. Suggest business development initiatives to the CEO to help achieve annual growth targets.
11. Coordinate the preparation of annual budgets for Marketing, Customer Care, and Branches.
12. Prepare and submit regular activity and performance reports to the CEO.
13. Develop policy recommendations for the CEO’s review and consideration.
14. Perform other duties as assigned by the Chief Executive Officer.

1. Hold a business-related degree or an equivalent qualification from a recognized university.
2. A diploma in Co-operative Management is an added advantage.
3. Professional qualifications such as CPA, ACCA, or relevant banking/SACCO certifications are beneficial.
4. Possess at least five years of experience in operations management, including a minimum of two years in a senior leadership role within a SACCO, bank, or microfinance institution.
5. Demonstrate strong knowledge of SACCO regulations, credit management, operational risk, and digital transformation.
6. Exhibit sound judgment and decision-making abilities.
7. Capable of handling difficult customers with diplomacy and tact.
8. Possess accuracy and strong attention to detail.
9. Have strong financial management capabilities.
10. Demonstrate leadership and administrative abilities.
11. Possess excellent communication skills.
12. Proficient in Microsoft Office Suite.