Sacco Operations Manager

The Co-operative Bank of Kenya Limited is incorporated in Kenya under the Company Act and is also licensed to do the business of banking under the Banking Act. The Bank was initially registered under the Co-operative Societies Act at the point of founding in 1965. This status was retained up to and until June 27th 2008 when the Banks Special General Meeti…

Sacco Operations Manager

Role Overview

The Sacco Operations Manager will implement the SACCO’s operational policies, optimise processes and ensure quality service delivery.

Overall objectiveTo ensure seamless operations, adherence to the service charter and compliance with regulatory requirements.

Key Responsibilities

• Lead the development and execution of operational strategies, annual work plans and performance targets.

• Achieve the set turnaround times (TAT) and service level agreements (SLA) for all services.

• Coordinate activities across departments to streamline operations and deliver high-quality customer service.

• Work with the CEO to align operational objectives with the SACCO’s overall strategy and objectives.

• Address lapses in routine, risk and loss control procedures highlighted by Internal Audit.

• Work with the CEO to formulate and implement customer experience policies, regulations and procedures.

• Handle reported customer complaints and issues, escalating unresolved cases to the CEO.

• Lead process improvement initiatives to improve customer service.

• Develop and recommend digital transformation strategies to improve operational efficiency.