Job Summary

The General Manager - Operations (GMO) is responsible for overseeing the effective functioning and strategic alignment of the Operations Department. The role drives operational excellence, commercial growth and stakeholder management, ensuring the Company achieves its strategic objectives, market growth, and superior service delivery.

KEY RESPONSIBILITIES

Strategy & Commercial Leadership

• Identify, develop, and drive strategic, business, and commercial initiatives aligned to the Company’s overall strategy.
• Develop, implement, and oversee departmental strategies in line with approved business plans and budgets.
• Drive growth in value and market share across all products.
• Maximise loan issuance and annual sales.
• Proactively identify and implement new business and marketing opportunities.

Operations & Process Management

• Ensure all operational business units and branches operate effectively, efficiently, and in compliance with regulatory requirements.
• Establish and enforce efficient processes, controls, and enterprise risk management frameworks within a regulated environment.

Governance, Reporting & Compliance

• Ensure timely and accurate reports (weekly, monthly, and quarterly).
• Lead the development, implementation, and review of operational policies and procedures to support business objectives.
• Ensure adherence to internal governance standards and external regulatory requirements.

People Leadership & Stakeholder Management

• Lead, motivate, coach, and develop high-performing operational teams.
• Identify training needs for the department and facilitate appropriate development initiatives.
• Build and maintain strong relationships with key internal and external stakeholders critical to the Company’s success.
• Foster a performance-driven culture by recognising and rewarding excellence through constructive feedback.

Minimum Qualifications

• Full Grade 12 Certificate or equivalent.
• Bachelor’s degree in Business Administration, Finance, Economics, or a related field.
• A Master’s degree will be an added advantage.

Minimum Requirements

• Minimum of 5 years’ experience in a senior management role within the financial services sector.
• Strong leadership, interpersonal, and communication skills, with the ability to engage effectively at all organisational levels.
• Demonstrated experience in driving operational efficiency and commercial growth.
• Excellent customer service orientation.
• High levels of integrity, professionalism, and confidentiality.
• Strong analytical, reporting, and decision-making capabilities.
• Ability to confidently engage at a senior level.
• Excellent oral and written communication skills.

• Identify, develop, and drive strategic, business, and commercial initiatives aligned to the Company’s overall strategy.
• Develop, implement, and oversee departmental strategies in line with approved business plans and budgets.
• Drive growth in value and market share across all products.
• Maximise loan issuance and annual sales.
• Proactively identify and implement new business and marketing opportunities.
• Ensure all operational business units and branches operate effectively, efficiently, and in compliance with regulatory requirements.
• Establish and enforce efficient processes, controls, and enterprise risk management frameworks within a regulated environment.
• Ensure timely and accurate reports (weekly, monthly, and quarterly).
• Lead the development, implementation, and review of operational policies and procedures to support business objectives.
• Ensure adherence to internal governance standards and external regulatory requirements.
• Lead, motivate, coach, and develop high-performing operational teams.
• Identify training needs for the department and facilitate appropriate development initiatives.
• Build and maintain strong relationships with key internal and external stakeholders critical to the Company’s success.
• Foster a performance-driven culture by recognising and rewarding excellence through constructive feedback.

• Strong leadership, interpersonal, and communication skills, with the ability to engage effectively at all organisational levels.
• Demonstrated experience in driving operational efficiency and commercial growth.
• Excellent customer service orientation.
• High levels of integrity, professionalism, and confidentiality.
• Strong analytical, reporting, and decision-making capabilities.
• Ability to confidently engage at a senior level.
• Excellent oral and written communication skills.

• Full Grade 12 Certificate or equivalent.
• Bachelor’s degree in Business Administration, Finance, Economics, or a related field.
• A Master’s degree will be an added advantage.