Operations Manager

Operations Manager

Ibdaa Microfinance is a private company providing microfinance services to the public through its network of branch offices within Palestine. Ibdaa is currently seeking an operations manager with developed leadership skills, who is a creative and problem-solving team-player, to join Ibdaa’s executive management team. The Operations Manager is responsible for the oversight and development of Ibdaa’s microfinance operations, the implementation of its business and operational plans, the development of new branch offices and loan products. S/he manages the operational performance of the branch offices to ensure that branch staff meet performance targets and deliver Ibdaa’s products to the poor and low-income communities it serves. The ideal candidate will have strong background in credit operations and administration with an understanding of microfinance operations and best practices.

Operation Manager

The Operations Manager reports directly to the Chief Executive Officer and liaises with the other department heads and managers on finance and accounts, human resources and information systems. The role of Operations Manager is to provide operational oversight and guidance to ensure that Ibdaa is run as viable and profitable business entity providing credit and micro-insurance services to poor and low-income Palestinian communities. In this role, s/he is expected to provide relevant leadership and overall operational planning to the Board of Directors and management of Ibdaa, while ensuring that its operations team work in accordance with relevant operating standards, policies, guidelines and objectives.

Responsibilities and Duties
                                     
The Operations Manager is responsible for the overall microfinance operations management of Ibdaa by conducting and/or overseeing the following activities:

Prepares the operations plan to translate the goals, objectives and activities outlined in Ibdaa’s strategic and business plan into measurable operating targets and projections;
In coordination with the executive management and operations team, reviews, prepares and develops the credit operations policies and guidelines to ensure coordination and common understanding among the headquarters and branch operational teams in their implementation, while managing and overseeing implementation through the proper application and use of Ibdaa’s policies, manuals, directives and standards in line with microfinance best practice;
Ensures that Ibdaa’s operations through Headquarters and branch offices achieve and maintain productivity, performance and efficiency targets to sustain operational self-sufficiency in each operating unit. This is achieved by managing the administrative and technical performance of branch managers and supervisors through ongoing performance feedback, counselling and advice;
Oversees the work and performance of the Collection Unit to ensure that its staff are properly and effectively managing write-off, bad debts and non-performing loans;
Proposes, designs and develops operational policies, procedures and incentives for Ibdaa, especially those relating to credit operations staff at the branch office level;
In coordination with the executive management team, responsible for developing and creating the branch office network and introducing new credit products as determined by Ibdaa’s strategy and business plan;
Fosters team work and develops cooperation between the operations team and other managers and supervisors to ensure that all work with a shared vision and common goals to meet Ibdaa’s objectives;
Closely coordinates with the Finance and IT and management information department to ensure that operations data and reports in Ibdaa’s management information systems are consistent, accurate, reliable and easily accessed by all operations staff on a routine basis;
Manages the staffing and training of the department’s operational personnel to ensure maximum efficiency and high quality performance;
Coordinates all staffing requirements with the Human Resource Department, while overseeing and reviewing the annual performance assessment of all operations staff; and
Performs such other functions that may be assigned by the CEO.

Work Relationships

Daily coordination, discussion and follow-up with the CEO and CFO:
On-going coordination meetings with operations team, Human Resource Manager, Internal Audit, Collection Manager, Branch Managers and IT and MIS Manager;
Weekly follow-up meeting with operations management team;
Coordination meeting with HR Manager on branch staffing, supply and IT issues;
Attendance at senior staff meetings and seminars;
Participate in coordination with external audit missions and review its comments on operating matters;
Meets and reports to the Audit/Risk Committee on issues relating to operating risk and risk assessment; and
Supports the CEO by providing input for the quarterly Board Meetings;

Competencies

Leadership in executive and operations management;
Ability to plan and develop clear goals that are consistent with agreed strategies, while being capable of monitoring and adjusting plans and actions as necessary;
Ability to plan, organise and supervise the work of other professional and junior staff;
Proven ability in establishing effective internal and external work relations at all levels;
Professional initiative and able to work at an executive level with little supervision;
Skilled in the use of standard software application and management information systems;
Understanding of external and internal audit processes;
Detailed professional understanding of portfolio quality and related business and financial performance ratios.
Excellent oral and written communication skills in both Arabic and English.


Impact of the work of the Operations Manger

The Operations Manager provides leadership and is responsible for the oversight of operations management and operations planning of Ibdaa to ensure that it is managed on a sustainable and profitable basis, while adhering to microfinance best practice and operating standards. Provides overall guidance on the operational analysis of Ibdaa and highlights operating branch and staff risks that could impede Ibdaa operating as a going concern. Reports on operational outcomes on the basis of microfinance industry operational reporting standards to ensure that staff is capable of meeting planning and performance targets, with loan officers meeting productivity and risk targets. S/he has responsibility to recommend improvements and changes to the rules, regulations and procedure manuals underlying the management of the branch credit operations. Once new rules and procedures are introduced or amended, s/he will verify that they are operating effectively and implemented in compliance with rules, regulations and procedures manuals. The Operations Manager has responsibility to propose policy changes relating to all aspects of Ibdaa’s operations management activities to CEO.

Poor leadership or coordination, together with inappropriate supervision and flawed analysis by the Operations Manager may have serious operating and/or financial consequences that could impact on the profitability, sustainability and operations of Ibdaa in a way that could undermine its objectives and credibility. Errors made by the Operations Manager could damage the operational and financial performance of Ibdaa.

Independence of work

The Operations Manager is directly responsible to the Chief Executive Officer. S/he is responsible for the overall operational management, including the administration of operations and operating performance of Ibdaa, especially its branch offices. S/he has the duty to ensure that operations staff are effectively deployed, while verifying that all staff are operating in accordance with management information systems, procedure manuals and relevant rules and regulations. S/he is expected to work independently with policy guidance from the CEO, BoD and relevant Board committees. S/he should indicate and follow-up whenever there is non-compliance with operating procedures or related incidents to ensure that corrective or disciplinary action is undertaken.

Qualifications and experience

University degree in business administration, operations management, Finance or a related discipline;
Eight years’ experience in operations management with a bank, microfinance or finance institution;
Two years’ experience in a leadership role, with experience as part of a functional team with set productivity and operational targets;
System skills in utilising data analysis and reporting from loan management systems to guide operational decision-making, planning, analysis and evaluation;
Proficiency in operational and efficiency ratio analysis to manage staff performance and outreach;
Ability to deal with complex operational matters and to identify and resolve personnel and operational risks; and
Understanding of operational controls appertaining to banks, finance and/or microfinance institutions.


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