HEAD OF BUSINESS AND OPERATIONS

Department: Business & Operations

Reporting to: Managing Director

Number of positions: 1

Job summary

Responsible for driving sustainable business growth and operational excellence performance across the Bank. The role translates strategy into measurable results by overseeing branch and digital operations, revenue growth, cost efficiency, client experience and regulatory compliance, while ensuring responsible finance and strong risk management in line with the institution’s mission and the National Bank of Rwanda requirements.

I. KEY ROLES AND RESPONSIBILITIES:

• Lead business planning by develop and implementing the institution’s annual and medium-term business plans, sales strategies and distribution expansion aligned to the Bank’s strategy.
• Identify growth opportunities including products, channels, regions and lead commercial pilots and rollouts for new products such as microloans, savings, value-chain finance, MSME, etc.
• Set revenue, portfolio growth and profitability targets and ensure their delivery in collaboration with branch Managers.
• Oversee all operational functions including loan operations, credit administration, recovery, branch operations, and client onboarding.
• Optimize branch and agent network performance and channel mix (branches, mobile, field officers, and agents).
• Coordinate with Credit & Recovery Manager to ensure credit policy, operational procedures and segregation of duties are implemented and followed especially in Branches.
• Coordinate with Risk & Compliance Manager to ensure compliance with Rwandan regulatory requirements including National Bank of Rwanda and microfinance regulations and other external regulations, anti-money laundering (AML/CFT), taxation, and reporting obligations.
• Coordinate with internal audit and external auditors to remediate findings.
• Manage cost drivers and operational budget; coordinate budgeting and monthly management reporting.
• Drive portfolio quality in collaboration with Branches, set underwriting standards, portfolio-at-risk (PAR) targets and collections strategy.
• Monitor business performance via KPIs and ensure timely, accurate management information (MIS) for decision making.
• Lead, coach and build a high-performing operations and business team including branch managers, operations managers, Business development Officers, Branch operations Officers, and customer service officer.
• Define clear KPIs, career pathways and capability-building programs in the department.
• Ensure strong client protection standards, grievance mechanisms and high levels of client satisfaction.
• Oversee responsible product design and transparent client communications.
• Manage relationships with regulators, funders, partners (payment providers, fintechs, etc)
• Support fundraising and investor / lender reporting as required.

II. REQUIRED SKILLS, EXPERIENCE AND QUALIFICATION

• Bachelor’s degree in Finance, Business Administration, Economics or related field. Master’s degree is an added value.
• 5 minimum years of working experience in finance/operations preferably in banking or financial services with 2+ years in leadership role.
• Proven track record managing multi-branch operations, meeting growth & portfolio quality targets.
• Strong knowledge of microfinance products, MSME financing and client segmentation.
• Experience with core banking systems / MIS, mobile money/payment integrations, and basic data analytics.
• Solid understanding of credit risk measurement, provisioning, collections, and portfolio management.
• Familiarity with Rwandan regulatory environment, AML/CFT rules, and client protection standards.
• Results-driven with strong commercial orientation — ability to balance growth and portfolio quality.
• Excellent people leadership including, developing and motivating staff at all levels.
• Strong analytical skills including forecast models and interpret KPIs.
• Strong communication skill, adapt at presenting to senior management, Board and external stakeholders.
• Negotiation and partnership-building skills.
• Fluency in English and Kinyarwanda strongly preferred; French is an advantage.