Jobs at Kinetic Investment Ventures Limited

• The Operations Officer is responsible for supporting the smooth execution of the company’s construction financing operations. The role ensures timely loan processing, accurate documentation, effective project monitoring, and proper disbursement control across financed developments. This role acts as the operational backbone between credit, risk, project monitoring, and client service teams.

Key Responsibilities

Loan & Credit Operations

• Process loan applications and ensure completeness of documentation
• Coordinate with credit teams for appraisal, approval, and compliance checks
• Prepare loan files and ensure accurate data entry into systems
• Track approval workflows and support credit committee processes

Disbursement & Funds Control

• Support milestone-based disbursements for construction projects
• Verify completion milestones prior to release of funds
• Ensure compliance with approved budgets and funding structures
• Maintain disbursement schedules and records

Project Monitoring & Coordination

• Track project progress against approved timelines and budgets
• Liaise with developers, contractors, quantity surveyors, and project managers
• Prepare periodic project progress reports
• Flag delays, cost overruns, or risks to the Chief Executive Officer

Documentation & Compliance

• Maintain accurate loan and project documentation
• Ensure compliance with internal policies and regulatory requirements
• Support audits and internal reviews by providing documentation
• Maintain client records and operational files

Client & Stakeholder Support

• Serve as operational point of contact for clients and developers
• Provide updates on loan status, disbursements, and project progress
• Support resolution of operational issues and client queries

Process & System Support

• Use internal systems for loan tracking, project monitoring, and reporting
• Identify process gaps and recommend improvements
• Support automation and digitization initiatives
• Development of project management documents and workflows

Reporting and Compliance

• Renewals of licences and other regulatory certificates
• Monthly statutory returns of the company and tax returns
• Annual returns / tax returns
• Managing office operations and petty cash

Key Performance Indicators (KPIs)

• Loan Processing Efficiency – Turnaround time
• Disbursement Accuracy – % compliant disbursements
• Documentation Accuracy – Error rate
• Project Monitoring – Reports submitted on time
• Compliance – Audit & policy adherence
• Client Satisfaction – Service feedback

Qualifications & Experience

Education

• Diploma or Bachelor’s degree in Business Administration, Finance, Project Management, Construction Management, or related field

Experience

• 2–5 years’ experience in banking / financial services, loan operations, construction finance, real estate or project management

Technical Skills

• Strong documentation and record management skills
• Understanding of loan operations and credit processes
• Familiarity with construction project workflows
• Good command of MS Office / ERP / Loan management systems

Core Competencies

• Attention to detail
• Process discipline
• Problem solving
• Communication and coordination
• Time management
• Integrity and confidentiality

Reporting Relationships

• Reports to: Company Chief Executive Officer
• Works closely with: Credit Team, Risk & Compliance, Project Monitoring Team, Finance & Accounts, External partners (developers, contractors)

Success Profile (What Good Looks Like)

• Maintain accurate and complete loan and project records
• Ensure disbursements follow approved milestones
• Support timely project execution and reporting
• Reduce operational errors and delays
• Provide reliable operational support to leadership

Career Progression Path

• Senior Operations Officer
• Operations Manager
• Head of Operations
• Performance Measurement

KPI scorecards

• Operational efficiency metrics
• Audit and compliance reviews
• Project monitoring outcomes

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Role Purpose

• The Customer Service Officer (CSO) is responsible for delivering exceptional client experience across the lifecycle of construction financing products.
• The role ensures efficient handling of client inquiries, loan application support, disbursement coordination, and post-loan servicing while maintaining high standards of professionalism, compliance, and responsiveness in delivering world-class commercial and residential buildings.
• The CSO acts as the primary interface between clients (developers, SMEs, contractors) and internal teams, including credit, architects, engineers, QS’s, and legal.

Key Responsibilities

Customer Engagement & Relationship Management

• Serve as the first point of contact for all customer inquiries (walk-in, phone, email, digital channels)
• Provide accurate information on construction financing products (loan terms, eligibility, pricing)
• Build and maintain strong relationships with developers, contractors, and investors
• Ensure a seamless and professional onboarding experience

Loan Application Support

• Guide clients through loan application processes and documentation requirements
• Assist in collecting and verifying application documents (IDs, project plans, approvals, financials)
• Liaise with credit team to track application progress and provide client updates
• Ensure completeness and accuracy of submitted applications

Disbursement & Project Support

• Coordinate with internal teams to ensure timely loan disbursement
• Communicate disbursement schedules linked to project milestones
• Support clients in understanding drawdown processes and requirements
• Coordinate fundi’s works to ensure that projects are delivered on a timely basis

Customer Issue Resolution

• Handle client complaints, queries, and service requests promptly
• Escalate complex issues to relevant departments (credit, legal, finance)
• Track and resolve issues within defined service timelines (SLAs)
• Maintain a professional and empathetic approach at all times
• Maintain effective communication with all service providers and field labourers / fundis

Account & Loan Servicing

• Provide post-disbursement support including repayment guidance
• Send reminders on repayment schedules and obligations
• Making statutory returns for the company, tax returns etc
• Monitor customer satisfaction throughout the loan lifecycle

Documentation & Compliance

• Ensure all customer interactions and documents are properly recorded in the system
• Maintain compliance with regulatory requirements and internal policies
• Support KYC (Know Your Customer) and AML procedures
• Ensure confidentiality and data protection standards are upheld

Reporting & Continuous Improvement

• Maintain records of customer interactions, complaints, and resolutions
• Provide feedback on customer trends, challenges, and product gaps
• Contribute to improving customer experience processes and service delivery
• Support customer satisfaction surveys and service quality initiatives

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT) ≥ 90%
• Average Response Time (SLA adherence)
• Loan Application Turnaround Support Efficiency
• Complaint Resolution Time
• Customer Retention / Repeat Client Rate
• Accuracy & Completeness of Documentation
• Net Promoter Score (NPS) Contribution
• Timely submission of company returns and monthly statutory returns

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Banking, Real Estate, or related field
• Minimum 2–4 years experience in customer service in financial services / lending / real estate
• Experience in loan processing or credit support is an added advantage

Key Competencies

Technical Skills

• Understanding of lending products (especially construction finance)
• Knowledge of loan lifecycle processes
• CRM systems and customer support tools
• Basic financial literacy (loan terms, interest rates, repayment structures)

Behavioral Skills

• Excellent communication and interpersonal skills
• Strong customer-centric mindset
• Problem-solving and conflict resolution ability
• High attention to detail
• Ability to work under pressure and manage multiple clients

Core Attributes

• Professionalism and integrity
• Empathy and patience
• Proactive and solution-oriented
• Strong organizational skills

Reporting & Working Relationships

• Internal: Relationship Management Team, Finance & Treasury, Legal & Compliance, Operations Support Team
• External: Clients (Developers, SMEs, Contractors), Consultants (Engineers, Project Managers, Valuers), Regulatory bodies

Career Growth Path

• Senior Customer Service Officer
• Relationship Manager (Construction Finance)
• Credit Operations Officer
• Customer Experience Manager

Success Profile (What Good Looks Like)

• Delivers fast, accurate, and professional responses
• Ensures clients clearly understand financing processes
• Minimizes customer friction during loan lifecycle
• Acts as a trusted advisor to clients
• Contributes to repeat business and referrals