JOB ADVERT – CHIEF OPERATIONS OFFICER (COO)
About Masters Finance Ltd
Masters Finance Ltd is a Deposit-Taking Microfinance Institution dedicated to expanding financial inclusion through innovative, customer-focused financial services that leverage on technology-driven solutions. The institution is building a dynamic leadership team to drive growth and operational excellence as it prepares to transition into a commercial bank.
To support this strategic direction, Masters Finance Ltd is seeking a dynamic, innovative and result oriented Chief Operations Officer (COO) to lead in the development and business growth of the institution. This is not an ordinary and typical COO role. It requires exceptional individuals with excellent talent in championing growth through people.
Position: Chief Operations Officer (COO)
Location: Lilongwe, Malawi
Reports To: Chief Executive Officer (CEO)
Key Purpose of the Role
The Chief Operations Officer (COO) is responsible for providing strategic and operational leadership across all business units of Masters Finance Ltd to ensure efficient delivery of financial services, high-quality customer experience, and sustainable institutional growth. The role oversees branch operations, credit delivery, digital channels, business processes, and operational risk controls to ensure that the institution operates efficiently, innovatively, and in full compliance with the Reserve Bank of Malawi’s regulatory framework. The COO drives operational excellence, builds strong teams, and ensures the institution’s readiness for scaling from a Deposit-Taking Microfinance Institution to a commercial bank.
Key Responsibilities
1. Strategic & Operational Leadership
• Assist in the development of a strategic plan with achievable business annual plans in tandem with the long term goals.
• Lead the development and execution of operational strategies aligned to the institution’s strategic plan
• Oversee the implementation of efficient, customer-centric processes and systems across the institution.
• Ensure operational readiness for Masters Finance’s transition from a DTMFI to a commercial bank.
2. Branch Operations Management
• Prepare the opening of five branches in the first twelve months of assignment.
• Provide oversight and performance management for all branches.
• Ensure uniformity of service, operational efficiency, and adherence to standard operating procedures.
• Monitor daily branch performance, customer service quality, and compliance levels.
3. Credit Operations & Portfolio Quality
• Oversee credit administration, loan processing, disbursements, and monitoring functions.
• Ensure adherence to RBM credit risk directives, including asset classification and provisioning standards.
• Drive portfolio quality through effective delinquency management, recoveries, and early-warning systems.
4. Technology & Digital Channels Oversight
• Support the implementation of a core banking system and rollout of digital financial services, mobile platforms, agent banking, and system automation.
• Work with the IT department to ensure operational integration with National Switch,MNOs and other Third-Party Operators
• Ensure operational processes leverage technology to enhance efficiency and customer experience.
5. Risk, Compliance & Internal Controls
• Ensure implementation of robust internal controls to mitigate operational risks.
• Oversee adherence to policies, procedures, and RBM regulations.
• Ensure operational risks are identified, assessed, mitigated (where appropriate), and monitored effectively.
6. Business Process Improvement
• Champion continuous process improvements to reduce operating costs and improve service delivery.
• Drive innovation, automation, and workflow optimisation across the institution.
• Ensure operational manuals and SOPs are current, practical, and regulatory compliant.
7. People Leadership & Performance Management
• Build, motivate, and mentor a high-performing operations team.
• Implement training and capacity-building programmes for branch and operations staff.
• Drive a performance-based culture aligned to institutional goals.
8. Customer Experience Leadership
• Ensure high standards of customer service across all customer interface points.
• Drive customer-centric solutions, fast turnaround times, and responsive service delivery.
• Manage customer feedback, complaints resolution, and service quality monitoring.
9. Operational Reporting & Management Information
• Produce timely and accurate operational reports for the CEO and Board.
• Monitor KPIs across branches, credit, operations, and digital channels.
• Support the Executive Team with data-driven insights to improve decision-making.
10. Stakeholder Engagement
• Liaise with regulators, service providers, technology partners, and operational vendors.
• Support relationship management with government institutions, employers, and strategic partners.
• Represent the institution in operational forums, planning meetings, and industry working groups.
Qualifications & Experience
• Bachelor’s degree in Business, Banking, Finance, or Economics from a reputable institution.
• Master’s degree is an added advantage.
• Minimum 10 years relevant experience, including 4+ in senior roles in microfinance or banking operations.
• Proven creativity and ability to take calculated risks.
• Strong operational risk and compliance experience.
• High competence in leading teams and delivering results.
Personal Attributes
• Creative and innovative thinker.
• Results-oriented and decisive.
• Excellent team-building and leadership skills.
• Strong interpersonal and communication abilities.
• Confidence in taking calculated personal and business risks.
• High integrity and professional judgement.
• A person with sober habits and a clean driver’s licence.
How to Apply
Submit a motivation letter, updated CV, certified copies of certificates, and three professional and traceable referees to:
Email: info@mastersfinance.co.mw
Subject Line: Application for Chief Operations Officer (COO)
Application Deadline: 6 December 2025
Only shortlisted candidates will be acknowledged. Please note that applications will be treated on a rolling basis.
Masters Finance Ltd is an Equal Opportunity Employer and encourages applications from qualified men, women, and persons with disabilities.
