Our client, a Deposit Taking Sacco regulated by the Sacco Societies Regulatory Authority (SASRA) and based in Nairobi, is seeking to recruit a qualified and highly motivated individual for this position.

Reports to: Chief Executive Officer

Role Overview

The Sacco Operations Manager will implement the SACCO’s operational policies, optimise processes and ensure quality service delivery.

Overall objective: To ensure seamless operations, adherence to the service charter and compliance with regulatory requirements.

Key Responsibilities

1. Lead the development and execution of operational strategies, annual work plans and performance targets.
2. Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.
3. Coordinate activities across departments to streamline operations and deliver high-quality customer service.
4. Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.
5. Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.
6. Work with the CEO to formulate and implement customer experience policies, regulations and procedures.
7. Handle reported customer complaints and issues, escalating unresolved cases to the CEO.
8. Lead process improvement initiatives to improve customer service.
9. Develop and recommend digital transformation strategies to improve operational efficiency.
10. Recommend business development initiatives to the CEO to support the achievement of annual growth targets.
11. Coordinate the preparation of annual budgets for Marketing, Customer Care and Branches.
12. Prepare regular activity and performance reports for the CEO.
13. Develop policy recommendations for the CEO’s consideration.
14. Perform any other duties assigned by the Chief Executive Officer.

Qualifications and Experience

1. A business-related degree or its equivalent from a recognised university.
2. A diploma in Co-operative Management is an added advantage.
3. Professional qualifications such as CPA, ACCA or relevant banking or SACCO certifications are an advantage.
4. At least five (5) years of experience in operations management, including at least two (2) years in a senior leadership role in a SACCO, bank or microfinance institution.
5. Strong knowledge of SACCO regulations, credit management, operational risk and digital transformation.

Attributes and Skills

• Sound judgement and decision-making ability.
• Ability to handle difficult customers with diplomacy and tact.
• Accuracy and attention to detail.
• Strong financial management capability.
• Leadership and administrative ability.
• Excellent communication skills.
• Proficiency in Microsoft Office Suite.

How to Apply

Interested and qualified applicants should complete and submit the online application form by 14 October 2026. Applications received after the closing date will not be accepted.

Only shortlisted candidates will be contacted. If you do not hear from us by 31 October 2026, please consider your application unsuccessful.