About Unifi

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels. We make life easy for thousands of clients across Zambia, Kenya, Uganda and South Africa. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in East Africa, we combine exceptional client service with the very best tech and data analytics.

Role Purpose

We are seeking a detail-oriented and proactive Operations Assistant to support and enhance our day-to-day operational activities. This role plays a key part in ensuring smooth, efficient processes across all branches in Zambia.

If you’re an organized, hands-on team player who thrives in fast-paced environments, enjoys tackling operational challenges, and is committed to helping drive strong performance, we’d love to hear from you. The role may be based in one of our branch locations outside the main office, depending on operational needs.

Responsibilities

• Collaborate closely with the Operations Manager, by using data and analytics to identify performance trends, understanding root causes, identifying challenges in the branches and implementing the necessary adjustments
• Drive the adoption of technology solutions that improve branch efficiency, enhance customer experience, and enable stronger operational oversight, while identifying and recommending practical system and process improvements.
• Assist in recruitment and training initiatives to ensure branches are staffed with capable, high-performing leaders. Support capacity planning to align branch staffing with operational needs.
• Provide oversight of daily branch operations, ensuring performance consistency, full compliance with regulatory and credit policies, efficient utilization of systems and reporting tools, and a strong focus on excellent customer service.
• Monitor operational costs closely, identifying and addressing any areas of unnecessary spending.
• Maintain a strong focus on fraud prevention by identifying potential risks and implementing mitigation measures.
• Develop and maintain strong relationships with branch staff at all levels, fostering open communication, promoting teamwork, encouraging open dialogue, creating a thriving culture and promoting a positive work environment
• Conduct and report competitor and industry trend analysis
• Regularly travel to branches, work alongside teams, and lead from the front—supporting both staff and clients directly.
• Lead and motivate employees to encourage maximum performance and dedication
• Safeguarding of company assets under the control of the operations department
• Motivate and lead a high performance team; Mentor direct reports to cultivate skills and look at always building the bench.
• Promote seamless coordination and communication between Operations and all other Unifi departments.

Requirements

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Minimum of 5 years’ experience in a managerial role
• Proven leadership skills with the ability to manage and motivate large teams in a fast-paced, dynamic environment.
• Strong emotional intelligence and an adaptable leadership style—able to balance firmness with empathy depending on the situation.
• Confident in making tough decisions quickly, with the courage to challenge the status quo when it adds value.
• Strategic thinker with exceptional problem-solving skills and a focus on continuous improvement.
• Excellent communication and interpersonal skills, with a strong ability to collaborate across departments and levels.
• Visionary and forward-thinking, with a passion for driving operational excellence and innovation.
• Highly analytical with strong data-driven decision-making skills.
• Meticulous attention to detail and a commitment to high standards.
• A natural teacher and mentor, with a focus on building future leaders and strong successors within the team.

• Collaborate closely with the Operations Manager, by using data and analytics to identify performance trends, understanding root causes, identifying challenges in the branches and implementing the necessary adjustments
• Drive the adoption of technology solutions that improve branch efficiency, enhance customer experience, and enable stronger operational oversight, while identifying and recommending practical system and process improvements.
• Assist in recruitment and training initiatives to ensure branches are staffed with capable, high-performing leaders. Support capacity planning to align branch staffing with operational needs.
• Provide oversight of daily branch operations, ensuring performance consistency, full compliance with regulatory and credit policies, efficient utilization of systems and reporting tools, and a strong focus on excellent customer service.
• Monitor operational costs closely, identifying and addressing any areas of unnecessary spending.
• Maintain a strong focus on fraud prevention by identifying potential risks and implementing mitigation measures.
• Develop and maintain strong relationships with branch staff at all levels, fostering open communication, promoting teamwork, encouraging open dialogue, creating a thriving culture and promoting a positive work environment
• Conduct and report competitor and industry trend analysis
• Regularly travel to branches, work alongside teams, and lead from the front—supporting both staff and clients directly.
• Lead and motivate employees to encourage maximum performance and dedication
• Safeguarding of company assets under the control of the operations department
• Motivate and lead a high performance team; Mentor direct reports to cultivate skills and look at always building the bench.
• Promote seamless coordination and communication between Operations and all other Unifi departments.

• Proven leadership skills with the ability to manage and motivate large teams in a fast-paced, dynamic environment.
• Strong emotional intelligence and an adaptable leadership style—able to balance firmness with empathy depending on the situation.
• Confident in making tough decisions quickly, with the courage to challenge the status quo when it adds value.
• Strategic thinker with exceptional problem-solving skills and a focus on continuous improvement.
• Excellent communication and interpersonal skills, with a strong ability to collaborate across departments and levels.
• Visionary and forward-thinking, with a passion for driving operational excellence and innovation.
• Highly analytical with strong data-driven decision-making skills.
• Meticulous attention to detail and a commitment to high standards.
• A natural teacher and mentor, with a focus on building future leaders and strong successors within the team.

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Minimum of 5 years’ experience in a managerial role