Head of Operations

Ufulu Finance Limited

Ufulu Finance Limited is a locally registered micro lending financial institution which started its operations in July 2016. The company, a wholly Malawian owned, was incorporated under the companies Act 1984. It aims to provide affordable habitat solutions to Malawians of all income groups with special focus on the urban poor and middle-income earners.

Ufulu Finance Ltd is seeking the services of qualified, passionate, trustworthy professional to join the management team in the capacity of Head of Operations.

Head of Operations

Directly reporting to the Chief Executive Officer

Objective:
The Head of Operations will oversee all operational aspects, ensuring effective management of resources, systems, and processes to achieve organizational goals.

Special / Personal Abilities

  • Proven track record of leadership.
  • Excellent management skills.
  • Determined personality with initiative and ability to motivate and manage a team.
  • Capability and willingness to take responsibility and highly developed sense of rectitude
  • Extensive experience on the operational business of microfinance institutions preferably deposit taking institutions.
  • Strong analytical and problem-solving abilities, and excellent interpersonal skills
  • Good knowledge in economic and financial topics
  • Be a good trainer, facilitator, mentor, and coach
  • Very good communication skills

Key Responsibilities:

  • Operational Strategy: Develop and implement operational plans aligned with the institution’s strategic objectives.
  • Team Management: Lead and manage operational teams, including recruitment, training, and performance management.
  • Process Optimization: Streamline processes to enhance efficiency, reduce costs, and improve customer experience.
  • Risk Management: Identify and mitigate operational risks, ensuring compliance with regulatory requirements and also ensure Contingency Planning/Disaster Recovery.
  • Performance Monitoring: Monitor and report on operational performance, identifying areas for improvement.
  • Customer Service: Ensure high-quality service delivery, addressing customer complaints and feedback.
  • Collaboration: Work closely with other departments to drive business growth and development.

Other responsibilities

  • Provides timely and relevant performance reports to the Board and other members of the executive management committee as required and being responsible for identifying emerging corporate governance issues and determining action where appropriate.
  • Examines current business processes & policies and introduce necessary changes
  • Directs the preparation of short term and long-term plans for service delivery
  • Ensures succession planning/ business continuity; Develops a business continuity plan and disaster recovery plan
  • Ensures prudent controls and timely, accurate and efficient information flows
  • Ensures that the IT and MIS needs of the company are met; Supervises the MIS/ IT function. Oversee integrity, protection and effectiveness of the company’s database, ensures data protection compliance and income maximization.
  • Ensures development, revision and execution of policies and procedures related to Operations
  • Evaluates results of overall operations regularly and make suggestions for improvements
  • Ensure key performance indicators, key risk indicators, and key control systems are monitored and updated on a monthly basis to provide assurance on the quality and robustness of controls
  • Ensure that the Company’s operations comply with all laws and regulations in force in the financial services sector from time to time.
  • Performs other duties that be assigned from time to time

Requirements

  • Bachelor’s degree in Business Administration, Finance, or related field. Those with Master’s degree will have an added advantage.
  • 5+ years of experience in operations management, preferably in Deposit Taking Microfinance institution
  • Proven leadership and management skills
  • Strong analytical and problem-solving abilities
  • Excellent communication and interpersonal skills

Key Performance Indicators (KPIs):

  • Operational efficiency ratio
  • Customer satisfaction ratings
  • Portfolio quality metrics
  • Staff productivity and retention rates
  • Compliance with regulatory requirements

Required Behavioral Skills

  • Analytical thinking and problem solving
  • Excellent decision-making
  • Assertiveness
  • Entrepreneurial thinking
  • Transparency and accountability
  • Integrity
  • Teamwork
  • Innovativeness
  • Self-drive

Terms of Employment and Remuneration

You will sign an employment contract with the Ufulu Finance Limited and be a member of management team. The position is based at the Head Quarters in Lilongwe, Malawi. Competitive salary with comprehensive healthcare will be offered.

Application clearly marked “Head of Operations” must be delivered in written form to the address below in person, by mail or by e-mail on or before Tuesday, 16th December, 2025.

Ufulu Finance Ltd,
1st Floor, Cuckoo’s Nest,
Mandala Street,
Near Area 3 NBS Bank,
P.O. Box 3222,
Lilongwe, Malawi.
Cell:           +265 (0) 99 448 5444/+265 (0) 88 888 5444
Email:        ufulufinance@ufulufinance.com