Operations Specialist

Old Mutual · Lilongwe, Malawi

Posted October 28, 2026Listing expires November 6, 2026

Job Description

To coordinate and supervise OMFIN’s back-office operations, ensuring efficient digital loan processing, strong operational controls, timely customer onboarding, effective sales-agent administration and consistent service delivery. The position will support the scaling of private employer payroll and Annuitants lending, as well as the government payroll lending product.

Key roles and responsibilities

A. Operational leadership and process management

• Coordinate the day-to-day activities of the Credit and Operations back-office team, ensuring effective allocation of work and achievement of service targets.
• Monitor the end-to-end loan processing journey, from application receipt and verification through credit decisioning, approval, disbursement and post-disbursement administration.
• Identify operational bottlenecks, control weaknesses and process inefficiencies and implement approved corrective measures.
• Develop, maintain and improve standard operating procedures, checklists, process maps and operational controls.
• Ensure that all operational activities are conducted in accordance with approved credit policies, product terms, delegated authorities and regulatory requirements.
• Coordinate operational readiness for new products, process changes, system enhancements and business expansion initiatives.

B. Digital lending and service-level management

• Monitor loan application volumes, processing turnaround times, pending applications, approval queues and disbursement performance.
• Ensure compliance with approved turnaround times and escalate cases that exceed established service standards.
• Coordinate with Credit, Finance, ICT, Digital and other relevant teams to resolve system issues and processing exceptions.
• Monitor the integrity of information transferred between the decision engine, core banking system and other approved platforms.
• Ensure that system access, maker-checker controls, exception handling and transaction authorisations are applied consistently.
• Analyse operational data to identify recurring delays, errors and opportunities for automation.

C. Sales-agent administration and performance oversight

• Coordinate the operational onboarding of sales agents, ensuring that required documentation, training, system access and compliance checks are completed.
• Monitor agent application pipelines, daily activity, application quality, conversion rates and productivity.
• Ensure that applications submitted through agents are complete, accurate and compliant with OMFIN’s onboarding and customer verification requirements.
• Identify unusual application patterns, potential fraud indicators, misrepresentation and breaches of agent conduct standards.
• Maintain agent performance dashboards and prepare regular reports for management.
• Coordinate with Sales and other stakeholders to improve agent productivity while maintaining appropriate credit and operational controls.
• Escalate agent misconduct, customer complaints and suspected fraudulent activity through approved channels.

D. Team management and capacity planning

• Supervise and coach Collections Administrators, the Customer Experience Administrator and the Recovery Officer, subject to the approved reporting structure.
• Set daily and periodic work priorities, monitor productivity and support staff development.
• Assess workloads against transaction volumes and recommend staffing or process adjustments where necessary.
• Ensure adequate operational coverage, continuity of critical activities and adherence to agreed deadlines.
• Conduct performance reviews and provide regular feedback in line with the organisation’s performance management framework.

E. Operational risk and portfolio support