• Responsibilities

Lead and manage the Loan Fulfilment and Quality Assurance team to ensure timely, accurate, and compliant processing of loan applications.

Establish and monitor quality standards, controls, and performance measures to improve operational effectiveness and reduce processing errors.

Drive business profitability through operational efficiencies, cost management, and process optimization initiatives.

Manage team performance through clear target setting, coaching, development, and ongoing performance monitoring.

Ensure adherence to the lending policies, internal controls, governance standards, audit requirements, and regulatory obligations.

Analyze quality trends, customer feedback, and operational data to identify improvement opportunities and implement corrective actions.

Collaborate with stakeholders across Operations, Credit, Risk, Technology, and Retail Business Segment to improve fulfilment processes and customer outcomes.

Lead and support strategic initiatives, process redesign, and operational projects to enhance service delivery and productivity.

Monitor operational risks and implement preventative actions to minimize process failures and customer impact.

Provide regular reporting and insights on fulfilment performance, quality outcomes, risks, and improvement initiatives.

Drive a culture of accountability, continuous improvement, innovation, and customer-centric service delivery.

• Requirements

Strong strategic and commercial acumen with the ability to balance customer experience, profitability, and operational risk.

Exceptional leadership and people management capability with a proven ability to build and develop high-performing teams.

Advanced analytical, problem-solving, and decision-making skills.

Strong attention to detail and commitment to operational quality and compliance.

Excellent stakeholder management, communication, and influencing skills.

Strong project management, process optimization, and change management capability.

Ability to thrive in fast-paced, high-performance environments while consistently delivering results under pressure. Skilled in project management, process optimization, and driving successful change management initiatives.

Bachelor’s Degree in Business Administration, Finance, Banking, Operations Management, Commerce, or related field.

Minimum 5 years within banking operations particularly in loan fulfilment, credit operations, quality assurance, and/or operational management.

At least 2 years’ leadership experience managing teams within a banking or financial services environment.

Experience in process improvement, operational excellence, and quality management methodologies will be an added advantage.

Strong understanding of lending processes, operational controls, compliance, and customer service standards.