Job Description
Job Description
The Operations Officer coordinates Natsa Financial Services’ daily operations and builds and manages its loan agent network. The role combines field network development, loan application coordination, customer service, and office administration. The officer helps Natsa reach borrowers while maintaining accurate records and a consistent service standard.
Duties and Responsibilities
Agent network development and management
• Identify suitable locations and recruit agents to promote Natsa’s loan products, initially focusing on salary-backed loans.
• Coordinate agent onboarding, training, agreements, and access to approved marketing and application materials.
• Explain Natsa’s products, application requirements, customer service standards, and agent procedures to the network.
• Set activity targets with management and track leads, applications, approvals, disbursements, and customer feedback by agent.
• Maintain an agent register and conduct regular field visits, check-ins, and performance reviews.
• Investigate incomplete applications, customer complaints, and suspected agent misconduct, escalating concerns promptly.
• Recommend where to expand, support, retrain, or discontinue agents based on performance and conduct.
Loan operations and customer service
• Coordinate the receipt and tracking of applications from agents, walk-in clients, and other channels.
• Check applications for completeness and follow up on missing documents before passing them to the credit function.
• Keep applicants and agents informed of application progress and communicate decisions issued by the authorised credit team.
• Coordinate approved disbursement documentation and maintain accurate customer and application records.
• Help resolve service issues and refer credit, collections, or compliance matters to the responsible officer.
Office administration
• Manage day-to-day office activities, including correspondence, calls, visitors, supplies, filing, and meeting arrangements.
• Maintain orderly physical and electronic records for agents, applications, customers, and operational reports.
• Support management with schedules, operational expenses, petty cash records, and supplier coordination where assigned.
• Prepare weekly and monthly reports on agent activity, application volumes, turnaround times, operational issues, and proposed improvements.
• Assist with implementing Natsa’s operating procedures and training new operational staff as the business grows.
Authority and accountability
The Operations Officer may coordinate and check applications but may not approve loans, alter credit decisions, promise approval to customers, or authorise disbursements unless separately granted written authority under Natsa’s approved procedures. The officer is accountable for accurate operational records, the conduct and performance of the agent network, and timely escalation of problems.
Qualifications and Experience
• Diploma or degree in Business Administration, Finance, Marketing, Operations Management, or a related field.
• At least two years’ relevant experience in microfinance, lending operations, field sales, distribution networks, or agent management.
• Demonstrated ability to recruit, train, and supervise field agents or sales representatives.
• Strong administration, record-keeping, reporting, customer service, and communication skills.
• Comfortable using spreadsheets and digital systems to track applications and agent performance; willing to travel for field supervision.
Measures of success
Performance will be assessed against agreed targets for active and productive agents, complete applications, application turnaround, customer service, record accuracy, and adherence to Natsa’s procedures. Loan volume will be considered alongside application quality and agent conduct.
How to Apply
Suitably qualified candidates should send their CVs to admin@mauriberg.co.zw