Job Details
- Position: Chief Operations Officer (COO)
- Location: Lilongwe, Malawi
- Reports To: Chief Executive Officer (CEO)
- Application Deadline: 6 December 2025
- Email resume and cover to: info@mastersfinance.co.mw (Subject: Application for Chief Operations Officer (COO))
Key Purpose of the Role
The COO provides strategic and operational leadership across all business units of Masters Finance Ltd. This role ensures efficient delivery of financial services, superior customer experience, and sustainable institutional growth. The COO oversees branch operations, credit administration, digital channels, business processes, and operational risk controls while driving operational excellence and preparing the institution for its transition to a commercial bank.
Responsibilities
Strategic & Operational Leadership
- Develop and execute operational strategies aligned with the institution’s strategic plan.
- Oversee implementation of customer-centric processes and systems.
- Ensure operational readiness for the transition to a commercial bank.
Branch Operations Management
- Supervise branch performance and ensure uniformity of service.
- Monitor daily operations, compliance, and customer service quality.
- Manage opening of new branches and operational rollout plans.
Credit Operations & Portfolio Quality
- Oversee loan processing, disbursement, and monitoring.
- Ensure compliance with RBM credit risk directives.
- Drive portfolio quality and delinquency management.
Technology & Digital Channels Oversight
- Support core banking system implementation and digital platform rollout.
- Ensure integration with National Switch, MNOs, and third-party operators.
- Leverage technology to enhance operational efficiency and customer experience.
Risk, Compliance & Internal Controls
- Implement robust internal controls to mitigate operational risks.
- Monitor adherence to policies, procedures, and RBM regulations.
- Assess, mitigate, and monitor operational risks.
Business Process Improvement
- Champion continuous process improvements and automation.
- Optimize workflows and update SOPs to ensure efficiency and compliance.
- Promote innovative solutions to reduce costs and improve service.
People Leadership & Performance Management
- Build, motivate, and mentor high-performing operations teams.
- Implement training and capacity-building programs for staff.
- Drive a performance-oriented culture aligned with institutional goals.
Customer Experience Leadership
- Ensure high standards of service delivery across all touchpoints.
- Manage customer feedback and complaints effectively.
- Promote customer-centric solutions with fast turnaround times.
Operational Reporting & Management Information
- Produce timely and accurate operational reports for the CEO and Board.
- Monitor KPIs across branches, credit, operations, and digital channels.
- Support decision-making through data-driven insights.
Stakeholder Engagement
- Liaise with regulators, technology partners, and operational vendors.
- Represent the institution in operational forums and industry groups.
- Support relationships with government institutions and strategic partners.
Skills & Qualifications
Education & Certifications
- Bachelor’s degree in Business, Banking, Finance, or Economics (Master’s preferred).
Experience
- Minimum 10 years relevant experience, including 4+ years in senior banking or microfinance roles.
- Proven track record in operational leadership, business growth, and risk management.
- Strong experience in credit administration, compliance, and digital banking operations.
Technical & Leadership Skills
- Strategic planning and operational execution.
- Team-building and people management.
- Project management and process improvement.
- Customer service excellence.
- Technology adoption and digital transformation.
- Risk assessment and compliance adherence.
- Analytical thinking and data-driven decision-making.
- Effective stakeholder engagement.
- Problem-solving and innovation.
Personal Attributes
- Creative, results-oriented, and decisive.
- High integrity and professional judgement.
- Excellent communication and interpersonal skills.
- Ability to take calculated personal and business risks.
- Sober habits and a clean driver’s licence.