Sacco Chief Operations Officer at Co-operative Bank of Kenya

Job Purpose:

The Sacco Chief Operations Officer (COO) provides strategic and operational leadership for the SACCO, ensuring efficiency, regulatory compliance, and exceptional member service. The COO oversees Front Office Services (FOSA), Back Office Services (BOSA), Credit Operations, ICT systems, and satellite offices while driving cost efficiency, operational performance, and organizational transformation.

Key Responsibilities

• To develop, implement and co-ordinate the operations of the SACCO in the following departments: BOSA, FOSA, Business Development and sections; Customer Relations and Records Management.
• Standardize, document, and enforce Standard Operating Procedures (SOPs).
• Oversee the credit administration and lending operations, ensuring compliance with approved policies and procedures.
• Ensure full operational compliance with all applicable regulatory and statutory frameworks, including SASRA guidelines, the Co-operative Societies Act, AML/CFT regulations, data protection laws, and other relevant legislation.
• Implement internal policies and Board resolutions, managing operational risks such as process failures, fraud, and business continuity.
• Oversee enterprise operational risk management.
• To design, implement, and monitor an effective customer’s complaint system that will address limitations in product or service deliveries and identify ways of giving feedback as a basis of enhancing SACCO member-centric culture across all operations.
• Coordinate training programs and enforce frontline discipline to enhance service delivery.
• Establish and monitor service delivery standards, turnaround times, to enhance member satisfaction and retention.
• To prepare and present accurate and timely monthly reports and records including loan performance, departmental budgets, membership information and marketing initiatives/outcomes, procurement, and staff and office matters.
• Lead operational budgeting, financial monitoring, and cost-control initiatives to ensure optimal utilization of resources and improved financial performance.
• Leverage data analytics to monitor operational performance, identify trends, and support strategic decision-making, and recommend process improvements.
• Collaborate with ICT teams on system & channels enhancements to improve operational efficiency.
• Oversee business continuity planning and disaster recovery preparedness for all operational units to ensure service resilience and minimal disruption.
• Ensure effective records management, data integrity, confidentiality, and information security across all operational functions.
• Support the CEO in translating the SACCO’s strategic plan into actionable operational plans, track implementation progress, and report on execution status to Management and the Board.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field (Master’s preferred).
• Professional qualifications such as CPA, ACCA, or relevant banking/SACCO certifications are an advantage.
• Minimum 5 years of experience in Operations Management, with at least 2 years in a senior leadership role in a Sacco, Bank, or Micro-Finance Institution.
• Strong knowledge of SACCO regulations, credit management, operational risk, and digital transformation.