Key Responsibilities

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An exciting opportunity has arisen with our client, a unique microfinance institution offering micro credit solutions, to positively transform the lives of their customers and other stakeholders. They seek to hire a dynamic individual to fill the role of an operations manager.

Job Purpose: The incumbent will lead and supervise all lending functions and banking services of the institution. In addition, they will oversee company functions including operations, business development, systems and processes.

Develop and implement operational systems in place and monitor the institution’s operations manuals making appropriate recommendations regarding the need for changeResponsible for delivering budgeted results for the institution.Co-ordinate the institution activities and handle all operational issues including computerization, change management and balancing of books.Prepare monthly and other periodic operational reports for the Managing Director.To ensure the institution operations are running smoothly.Liaise with the Financial Controller to ensure timely preparations of annual budget, quarterly budget review, forecasts and business plans.Develop business relationship with potential customers as well as existing customers with the view to strengthening the institution’s customer relationship baseAnalyze the business environment and make recommendations on the development of new products and enhance existing products to grow the institution’s customer base and outreach.Develop strategies to minimize customer complaints and suggest ways of managing the public image of the institution.Provide on-the-job training to all departmental staff, including new recruits and existing staffAny other duties and responsibilities which may be assigned from time to meet the objectives of the institution.Degree in Banking, Business Administration, Operations Management. 3 - 5 years' management experience in banking/ lending or microfinance industryKnowledge of the Microfinance and/or Banking industry High level of numeracy to evaluate complex statistical financial information.Strong managerial, business development, analytical and research skillsStrong leadership qualities with a proactive, results- oriented and Excellent oral, written communication and presentation skillsExcellent computer skills and working knowledge of banking software is a plus. Flexible, adaptive and versatileGood interpersonal and strong team building skillsAbility to manage, motivate and lead a teamIf you are up to the challenge, posses the necessary qualification and experience, please send your CV only quoting the job title on the email subject (Operations Manager – Microfinance 50 – 80k)  to vacancies@corporatestaffing.co.ke before 11th December, 2014.
Kindly indicate current/last salary on your CV
N.B: We do not charge any fee for receiving your CV or for interviewing
Only candidates short-listed for interview will be contacted.

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Role Profile: M-Kopa is seeking an experienced technical operations professional to join the M-KOPA Technology Group to support and improve infrastructure and operations for the East Africa region and group technology services.

Overall Purpose

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Lodging Operations Network Trainer
Position Overview:
The Lodging Operations Team provides internal and external partner support in several mission critical areas with particular focus on the customer lodging experience, efficient and accurate loading of hotel partners contracts, Tier 1 Support for hotel connectivity and linkages between our customers, Expedia, and hotel partners.
The Lodging Operations Network Trainer is responsible for training new agents on systems, processes and enhancing existing agent performance through continued training delivery in support of the Lodging Operations.
Responsibilities include but are not limited to:
Delivers effective new hire training on Expedia systems, processes, policies and procedures to ensure agent success. Delivers interpersonal skills training to ensure agents can communicate effectively with partners and customers. Works with subject matter experts in each area to deliver optimal training to each different area.
Actively works with the Lodging Operations leaders and agents to consistently meet or exceed KPIs established for the Lodging Operations team, ensuring consistent delivery against quality.
Delivers ongoing training to agents, Leads and Supervisors on skills, knowledge and behaviours to ensure their ongoing effectiveness.
Delivers training to Lodging Operations Agents in the key business areas of relocations, invoicing and payments, and technical support.
Evaluates current training materials and process workflows in close collaboration with process analysts to ensure a strong baseline of workflows. Is responsive to industry and business changes through recurrent training initiatives.
Partners with Quality Coordinators and Supervisors to assess training needs by participating in the QC process and leader/agent feedback.
Focuses on root cause analysis and continuous improvement.
Works with the GLO team to tracks and report on the impact of training. Identifies additional training needs (from QC process, agent/leader/partner feedback). Develops refresher training when required
Customizes training programs and delivery options (i.e., classroom, small groups, side-by-side) to meet agent needs and learning styles.
Effectively participates in new initiatives. Creates a training plan that supports deliverables and timelines.
Coordinates with subcontracted vendors to ensure consistent training across all internal and contracted teams.
Works with business segments to review processes on a regular basis to ensure understanding of applications, process flows and standard operating procedures. Ensures this is reflected in the training on an ongoing basis
Responsible for scheduling and securing training rooms and coordinating with leadership on participant participation.
Develops and communicates training calendars on a regular basis that support the business needs.
Presents training plans and accomplishments, trends and data in staff and leadership meetings weekly monthly, quarterly or as requested.

Partners with other training departments to develop and/or train new or existing employees on Lodging Ops processes and procedures.
Available to travel domestically and internationally, potentially for up to 3 weeks at a time, as required.
Work Experience and Education Guidelines:
3 - 5 years of related experience
High school diploma required
Bachelor's degree preferred
Travel industry knowledge and experience strongly preferred
Training experience required
Core Competencies:
Highly organized and detail oriented with a very strong focus on process
Strong written, verbal and group presentation skills
Strong interpersonal skills
Strong partnering, teamwork, and networking skills
Actively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive results
Experience in a dynamic, high volume environment
Flexibility - demonstrated ability to multi-task and juggle competing priorities
Strong classroom presence and control

Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, TripAdvisor®, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit company website (NASDAQ: EXPE).

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