Operations Manager - Uganda
Summary
Operations Manager who will be responsible for overseeing and optimizing end-to-end operational processes for device financing products, particularly mobile phone financing. The role ensures efficient onboarding, smooth device distribution, high-quality customer service, strong portfolio performance, and compliance with company policies and regulatory requirements.
Responsibilities
Operations & Process Management
-
Manage daily operations across device financing activities, including customer onboarding, device allocation, activations, and repayments.
-
Design, implement, and improve operational workflows and SOPs.
-
Ensure accurate processing of applications, approvals, and disbursements.
-
Monitor turnaround times (TAT) and service quality metrics.
Dealer & Field Operations
-
Coordinate with Sales and Dealer teams to ensure smooth device distribution and activations.
-
Manage dealer onboarding, training coordination, and operational compliance.
-
Resolve dealer operational issues and escalations.
Portfolio & Performance Management
-
Work closely with Credit, Risk, and Collections teams to maintain healthy portfolio quality.
-
Monitor early delinquency, repayments, and operational errors.
-
Implement corrective operational actions to reduce fraud, losses, and leakages.
Team Leadership & Supervision
-
Lead and manage operations supervisors, officers, and support staff.
-
Set team KPIs, conduct performance reviews, and identify training needs.
-
Ensure adequate staffing and productivity across operations functions.
Systems & Data Management
-
Oversee the use of core lending systems, dealer management systems, and CRM tools.
-
Ensure data accuracy, reporting integrity, and system compliance.
-
Collaborate with IT and Product teams to enhance system efficiency and automation.
Compliance & Risk Control
-
Ensure adherence to internal policies, KYC, AML, and consumer protection guidelines.
-
Support audits, regulatory inspections, and internal control reviews.
-
Enforce strong controls to prevent operational fraud and misuse.
Reporting & Stakeholder Management
-
Prepare operational reports, dashboards, and performance summaries.
-
Provide insights and recommendations to senior management.
-
Support cross-functional initiatives and new product rollouts.
Key Performance Indicators (KPIs)
- Operational turnaround time (TAT)
- Portfolio quality and early delinquency rates
- Operational error and fraud rates
- Dealer operational compliance
- Team productivity and efficiency
Education and Qualifications
-
Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field.
Requirements
-
Minimum 5–8 years’ experience in operations, with at least 3 years in device financing, asset financing, or fintech.
-
Proven experience managing dealer-based and field-heavy operations.
-
Strong understanding of device financing models and repayment mechanisms.
Preferred Experience:
-
Experience in mobile phone device financing
-
Experience in fintech or digital lending environments.
-
Exposure to East African markets.
-
Experience working with large dealer and agent networks.
Characteristics
-
Strong operational planning and execution skills
-
Leadership and people management
-
Process improvement and problem-solving ability
-
Data analysis and reporting skills
-
Excellent communication and stakeholder management
Reporting To
Head of Operation
-
-
-
Fintech: 5 Years
-
-
-
-
