Operations Manager


Role Description

This is a full-time on-site role as an Operations Manager at Fanaka’s location in Lusaka. The Operations Manager will be responsible for overseeing day-to-day operations, managing staff, ensuring quality control, monitoring and improving processes, and maintaining efficient workflows. They will collaborate with different teams to optimize operations and drive the success of the organization. Among other tasks, the Operations Manager will:

  • Manage the day-to-day activities of the Fanaka Field Entrepreneurs (FFEs), ensuring compliance with company regulations and procedures, including payment methods such as Tingg and Swish.
  • Oversee the hiring, training, and performance management of FFEs to ensure they meet daily, weekly, and monthly targets.
  • Drive customer service excellence by setting and maintaining high standards for interactions with customers.
  • Work closely with the field team to handle customer escalations and resolve issues promptly.
  • Spend 30-60% of your time in the field working alongside FFEs to provide coaching, support, and guidance.
  • Develop a performance trigger system to determine when to visit FFEs based on key performance indicators (KPIs) such as loan disbursal, customer experience, targets, and repayment rates.


  • Bachelor’s degree in business administration, finance, or a related field.
  • Minimum of 5 years of experience in operations management, preferably in the financial services sector or a similar industry.
  • Strong leadership skills with a proven track record of effectively managing and motivating teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
  • Demonstrated ability to work independently, make sound decisions, and prioritize tasks in a fast-paced environment.
  • Experience in small business lending or microfinance is highly desirable.
  • Excellent organizational and problem-solving abilities
  • Knowledge of financial services and lending processes
  • Ability to analyze data and make data-driven decisions
  • Effective communication and interpersonal skills
  • Proficiency in using relevant software and tools such as Google Sheets, Excel etc
  • Must be a Zambian National

To apply for this job please visit www.linkedin.com.

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