Role Summary

The Credit Risk Analyst evaluates credit proposals, performs risk assessments on individual and MSME loan applicants, monitors active lending portfolios, and enforces credit policy compliance across all financial products.

Key Responsibilities

• Analyze credit reports, financial statements, bank statements, and business documentation to evaluate creditworthiness.
• Perform qualitative and quantitative risk analysis on loan applications to determine approval suitability and credit caps.
• Monitor credit exposure, track loan portfolio health, and flag early default indicators.
• Collaborate with underwriting and operations teams to optimize credit risk scoring systems.
• Ensure strict compliance with internal credit policies, regulatory guidelines, and data protection rules.

Key Qualifications & Requirements

• Bachelor’s degree in Finance, Economics, Statistics, Actuarial Science, or related field.
• Minimum of 3 years’ experience in credit risk evaluation within microfinance, banking, or fintech sectors.
• Strong proficiency in financial analysis, credit scoring software, and data management tools.
• Excellent analytical, problem-solving, and communication skills.

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Role Summary

The Cluster Manager leads and coordinates business operations, sales targets, branch networks, and team efficiency across designated regional clusters to accelerate business growth and portfolio health.

Key Responsibilities

• Oversee daily branch operations, team performance, and loan portfolio growth across the regional cluster.
• Implement strategic field growth initiatives for business working capital and asset financing loans.
• Ensure cluster operational risk compliance, low non-performing loan (NPL) ratios, and prompt collections.
• Mentor, recruit, and evaluate field officers, loan officers, and branch supervisors.
• Build relationships with regional business associations, retail merchant partners, and stakeholders.

Key Qualifications & Requirements

• Degree in Business Administration, Marketing, Finance, or equivalent commercial discipline.
• 4+ years of leadership experience in microfinance or retail credit branch management.
• Proven track record of driving loan book expansion while maintaining strict portfolio quality.
• Strong leadership, negotiation, and field territory management capabilities.

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Role Summary

The Portfolio Recovery Executive manages defaulted accounts, communicates with delinquent borrowers, negotiates structured recovery plans, and executes debt recovery protocols efficiently.

Key Responsibilities

• Contact delinquent borrowers via call, physical visits, and official correspondence to establish payment resolution.
• Negotiate practical, legally compliant, and structured repayment solutions for non-performing accounts.
• Maintain comprehensive loan recovery logs and update recovery CRM records regularly.
• Coordinate with external legal partners, asset repossession agents, and field monitoring teams where necessary.
• Analyze non-performing loan trends and advise management on recovery strategy improvements.

Key Qualifications & Requirements

• Diploma or Degree in Business, Finance, Credit Management, or related field.
• 2 to 4 years of proven hands-on debt recovery/collections experience in microfinance or consumer lending.
• High emotional intelligence, persuasive communication, and firmness in client negotiations.
• Familiarity with Kenyan debt collection laws and consumer protection guidelines.

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Role Summary

The General Monitoring Officer conducts field and system monitoring, inspects loan documentation, verifies asset financing deployments, and ensures procedural integrity across operational touchpoints.

Key Responsibilities

• Perform routine and spot audit checks on active loan files, merchant partner transactions, and customer verification data.
• Conduct physical and virtual field verifications for commercial asset financing and business loan placements.
• Track operational policy compliance across branch networks and flag procedural lapses or potential fraud risk.
• Prepare concise field verification reports and policy adherence summaries for executive management.

Key Qualifications & Requirements

• Degree/Diploma in Business Management, Risk Management, Audit, or related discipline.
• 2+ years experience in operational monitoring, internal audit, or credit verification in financial services.
• Keen attention to detail with high ethical standards and integrity.
• Willingness to conduct field visits and client verification checks.

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Role Summary

The Call Center Manager oversees contact center operations, leads customer engagement teams, optimizes call queues, and ensures prompt resolution of customer, merchant, and applicant inquiries.

Key Responsibilities

• Manage inbound and outbound contact center workflows, agent shifts, call volumes, and service-level agreements (SLAs).
• Monitor customer support call quality, train agents, and conduct regular performance reviews.
• Handle complex customer escalations regarding loan applications, repayments, and service feedback.
• Analyze call center analytics to improve first-contact resolution rates and overall customer satisfaction scores.

Key Qualifications & Requirements

• Degree in Customer Service, Public Relations, Business Administration, or related field.
• 3+ years of contact center leadership experience, ideally in microfinance, fintech, or telecommunications.
• Proficiency with modern Call Center software, CRM tools, and telephony systems.
• Exceptional interpersonal, leadership, and crisis communication skills.

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Role Summary

The Operations Manager drives corporate operational efficiency, optimizes loan processing workflows, manages administrative and IT infrastructure support, and oversees seamless business scaling.

Key Responsibilities

• Streamline end-to-end loan application processing, disbursement workflows, and customer onboarding protocols.
• Formulate operational strategies, policy updates, and process automation to improve efficiency.
• Supervise multi-departmental administrative operations, technology integrations, and vendor management.
• Ensure operational risk management, regulatory compliance, and statutory alignment across business units.

Key Qualifications & Requirements

• Degree in Operations Management, Business Administration, Finance, or related executive discipline.
• 5+ years of senior operational leadership experience within microfinance, banking, or digital lending platforms.
• Proven track record in process optimization, budget control, and operational risk management.
• Strong executive leadership, strategic decision-making, and project management skills.