About Unifi

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels.  We make life easy for thousands of clients across Zambia, Kenya, Uganda and South Africa. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more.  As one of the fastest-growing lenders in East Africa, we combine exceptional client service with the very best tech and data analytics.

Learn more about Unifi at:

www.unifi.credit/about

https://www.youtube.com/watch?v=eUrwaPmzU5E

https://www.youtube.com/watch?v=vl32BzxAHfA&t=26s

https://www.youtube.com/watch?v=_Gf1ZiFpfSc&t=188s 

Role Purpose

We are looking for a strategic, results-oriented Operations Manager in Lusaka to co-lead and optimise our operational functions. This senior leadership role is central to ensuring operational excellence across all the branches in Zambia.
If you’re a hands-on leader who thrives in dynamic environments, can think strategically while managing day-to-day execution, and is passionate about driving high performance, we’d love to hear from you.

Responsibilities

• Develop and implement long-term operational strategies that align with Unifi’s vision and business goals, while remaining agile and responsive to short-term, day-to-day operational needs.
• Collaborate with branches to support company-wide projects and provide strategic operational input.
• Use data and analytics to identify performance trends, understand root causes, and inform decision-making.
• Proactively identify potential risks and implement effective mitigation strategies.
• Lead the integration of technology solutions to improve operational efficiency, enhance the customer experience, and enable better monitoring, recommend practical system and process improvements
• Oversee the daily operations of the branches—ensuring consistency, compliance, and quality service delivery.
• Ensure recruitment and training programs are in place for branch support and engage in capacity building to improve operational outcomes. 
• Monitor operational costs closely, identifying and addressing any areas of unnecessary spending.
• Maintain a strong focus on fraud prevention by identifying potential risks and implementing mitigation measures.
• Build and nurture strong relationships with branch staff, clients, and regulatory bodies to support a seamless operational environment.
• Represent Unifi at industry events and forums, promoting our commitment to operational excellence and innovation.
• Foster a company culture that puts the client first in every decision and interaction.
• Define and track key performance indicators (KPIs) to measure the effectiveness of initiatives and drive continuous improvement.
• Conduct competitor and industry trend analysis, and apply operational best practices to implement innovative solutions that drive market share growth.
• Assist in conducting budgeting and forecasting processes for the operations division in accordance with Unifi’s financial management policies and practices.
• Establish and maintain standards that promote safe, compliant, and consistent operations across all branches.
• Regularly travel to branches, work alongside teams, and lead from the front—supporting both staff and clients directly.
• Lead and motivate employees to encourage maximum performance and dedication
• Safeguarding of company assets under the control of the operations department
• Motivate and lead a high performance team; Mentor direct reports to cultivate skills and look at always building the bench.
• Promote seamless coordination and communication between Operations and all other Unifi departments.

Requirements 

• Bachelor’s degree in Business Administration, Finance, or a related field; an MBA or relevant advanced degree is a strong advantage.
• Minimum of 5 years’ experience in a senior operational role
• Proven leadership skills with the ability to manage and motivate large teams in a fast-paced, dynamic environment.
• Strong emotional intelligence and an adaptable leadership style—able to balance firmness with empathy depending on the situation.
• Confident in making tough decisions quickly, with the courage to challenge the status quo when it adds value.
• Strategic thinker with exceptional problem-solving skills and a focus on continuous improvement.
• Excellent communication and interpersonal skills, with a strong ability to collaborate across departments and levels.
• Visionary and forward-thinking, with a passion for driving operational excellence and innovation.
• Highly analytical with strong data-driven decision-making skills.
• Meticulous attention to detail and a commitment to high standards.
• A natural teacher and mentor, with a focus on building future leaders and strong successors within the team.