Operations Manager

Job Title: Operations Manager
Department: Operations
Reports To: Head of Operations & Portfolio Management
Duty Station: Head Office- with oversight of all Asal branches and operational facilities
Background
Asal Microfinance is a growing financial institution in Somalia, committed to providing accessible and
impactful financial services. Since its establishment in 2020, the company has offered micro loans, savings
products, and a Buy Now Pay Later (BNPL) solution for essential goods, all fully compliant with the Central
Bank of Somalia’s regulatory framework and operational requirements.
Asal Microfinance operates as a key component of the broader Asal Group, which also includes Asal
Express, a trusted money transfer operator founded in 2019. Asal Express provides secure and reliable
remittance services through partnerships such as Western Union, Deero LLC, HelloPaisa, Tayo, and MPesa, enabling efficient remittances from the Somali diaspora to local communities across the country.
Together, Asal Microfinance and Asal Express create an integrated financial ecosystem that combines
efficient international remittances with innovative local financial solutions- empowering individuals,
strengthening small businesses, and expanding financial access for underserved communities.
Job Summary
The Operations Manager is responsible for leading and overseeing the performance, operational
excellence, and service delivery of Asal Microfinance’s branch network and operational facilities. The role
ensures that all branches and facilities consistently achieve business targets, deliver excellent customer
service, maintain strong operational controls, comply with internal policies and regulatory requirements,
and execute organizational strategies effectively.
The role provides leadership to Branch Managers, ensures standardization of operations across all
locations, oversees the day-to-day management of operational facilities such as farms and the Asal Garage,
and serves as the primary link between Head Office strategy and field execution.
Primary Responsibilities
1. Branch Leadership and Operational Oversight
• Lead and supervise Branch Managers to ensure consistent operational excellence across all
branches.
• Set clear KPIs and monitor productivity of Branch Managers, Loan Officers, and Sales and Client
Acquisition Officers.
• Ensure all branches operate in accordance with approved policies, SOPs, service standards, and
operational guidelines.
• Resolve escalated operational issues and remove bottlenecks affecting service delivery or
productivity.
• Monitor branch productivity, efficiency, and service delivery, taking corrective action where
performance gaps exist.
• Coordinate branch resources to ensure adequate staffing, equipment, and operational readiness.
• Conduct regular branch visits to assess operational performance, identify risks, and provide
coaching to Branch Managers.
• Promote consistency in customer experience and operational practices across all branches.
• Monitor branch and facilities financing costs against approved budgets.
2. Business Growth and Product Distribution
• Drive branch growth by ensuring effective promotion and distribution of all Asal products (micro
loans, BNPL, savings, and remittances).
• Set, cascade, and monitor targets for disbursement volumes, client acquisition, and portfolio size
across branches.
• Identify underperforming branches and implement performance improvement initiatives.
• Monitor market and competitor activity and develop strategies to expand outreach responsibly
and sustainably.
• Support the launch of new products and services that meet local market needs, in collaboration
with head office.
3. Client Onboarding and Appraisal
• Ensure efficient and compliant customer onboarding across all branches.
• Ensure KYC and customer due diligence requirements are consistently applied.
• Ensure sound loan appraisal and credit assessment at branch level and consistent application of
eligibility criteria.
• Approve credit applications within delegated authority and escalate higher-limit approvals
appropriately.
• Uphold quality standards in application review to protect portfolio health at origination.
• Work closely with the Credit Department to address recurring lending weaknesses identified
within branches.
4. Data Integrity and Information Management
• Ensure accurate, complete, and timely capture of all client and loan information in the Musoni
system.
• Enforce data-quality standards and minimize errors and rework across branches.
• Ensure physical and electronic records are maintained securely in line with data-protection
standards.
• Promote compliance with data protection requirements.
5. Customer Service and Client Utilization
• Establish customer service quality standards and ensure branches comply with turnaround times.
• Lead customer experience improvement initiatives, including queue management, service speed,
and complaint resolution processes.
• Ensure staff maintain professionalism, client empathy, and adherence to ASAL service values.
• Drive the strategic utilization of the existing client base to cross-sell other Asal products.
6. Operational Facilities Management
• Oversee the day-to-day management and operational performance of Asal's non-branch
operational facilities, including but not limited to Asal farms, garage, and interlock.
• Ensure facilities operate efficiently, safely and in compliance with company procedures.
• Monitor operational performance against approved plans.
• Ensure compliance with health, safety, environmental, and operational standards.
• Identify operational improvement opportunities.
• Submit regular operational reports on facility performance.
7. Compliance, Risk and Coordination
• Ensure full branch-level compliance with AML/KYC requirements and CBS regulations.
• Coordinate with the Senior Manager Credit on handover of accounts for collection and on overall
portfolio quality.
• Provide regular operational and growth performance reports and recommendations to the Head
of Operations & Portfolio Management.
Key Performance Indicators (KPIs)
• Achievement of branch business-growth and disbursement targets across the network.
• Client acquisition and onboarding turnaround times.
• Quality of loan appraisals and portfolio health at origination.
• Data accuracy and completeness in the Musoni system (minimal errors and rework).
• Customer service quality and complaint-resolution timeliness.
• Staff productivity and achievement of set KPIs by Branch Managers and branch teams.
• Operational compliance with AML/KYC, CBS regulations, and internal SOPs.

Required Qualifications and Competencies
• Bachelor’s degree in Business Administration, Accounting, Finance, or a related field; a postgraduate
qualification is an advantage.
• Minimum of 5 years’ experience in microfinance, banking, or financial services, including at least 2 years
in a management or multi-branch supervisory role.
• Demonstrated ability to grow business and to lead, supervise, and motivate managers and teams to meet
performance targets.
• Strong understanding of loan origination, appraisal, branch operations, and customer service.
• Proficiency in Musoni or other digital financial systems, with a strong focus on data integrity.
• Sound knowledge of AML/KYC requirements and CBS regulatory compliance.
• Excellent leadership, analytical, communication, and stakeholder-management skills.
• Fluency in Somali and English is mandatory.
Supervisor Role & Key Working Relationships
• Supervisory Role: Directly supervises all Branch Managers, farm and facility managers. Indirectly
oversees Loan Officers and Sales & Client Acquisition Officers.
• Reports to: Head of Operations & Portfolio Management.
• Internal: Branch Managers, Senior Manager Credit, Collection Manager, Finance Department,
Compliance Officer, HR, Marketing, and IT.
• External: Clients, BNPL partners, and local authorities (where required).

Interested candidates should email their updated CV and cover letter to [email protected] with the
job title as subject line. Only shortlisted candidates will be contacted for interview.
NOTE: Female Candidates are strongly encouraged to apply.
Deadline: 14th July 2026, 11:59 P.M (EAT)