Vacancies at Root Capital

The Client Operations Analyst will deliver top-tier user support, ensuring stakeholders and system users can effectively leverage tools, processes, and data. The role will support effective project execution, system optimization, and process improvements by strengthening business workflows, enhancing data quality, and improving system functionality and user adoption. Working cross-functionally, the analyst will gather requirements, align priorities, and contribute to successful implementation of projects and system enhancements. This position emphasizes analytics, reporting, and continuous improvement to ensure high-quality outcomes, seamless operations, and lasting impact across Client Services, Investments, and Risk Management.

Duties & Responsibilities

Purpose (10%)

• Facilitate successful project lifecycles for small- to medium-scale initiatives, fostering collaboration among multiple stakeholders and managing interdependent tasks.
• Communicate data stewardship and governance best practices
• Contribute to policy development and operational analysis
• Enhance system usability, reporting, and adoption (including Salesforce, Intranet portals, and LMS)

Engagement (50%)

Stakeholder & Regional Engagement

• Field and monitor regional user support requests; triage, escalate, and identify trends
• Serve as regional point of contact to assess processes, procedures, and requested system changes
• Gather discovery materials and business requirements through engagement with regional stakeholders
• Synthesize regional input to inform prioritization and sequencing decisions
• Provide recommendations on project sequencing by applying established frameworks and consulting with regional stakeholders
• Build and sustain trusted relationships across regional stakeholders to ensure alignment and seamless cross-functional execution

Cross-Functional Coordination

• Engage with the Salesforce and Client Operations teams to support project scoping, contribute to solution design, analyze business processes, and help ensure successful project delivery aligned with stakeholder needs
• Engage with Client Operations Team to:
• Develop consistent procedures for client file quality and organization
• Support the development of, and publish user manuals and reference materials in parallel with system releases
• Maintain Client Operations project management tools
• Assist the Director of Client Operations in refining rollout and implementation processes and capturing lessons learned for continuous improvement
• Contribute to data stewardship efforts for Client Services and Risk Management, working in partnership with the Jr. Analyst

Policy & Governance Collaboration

• Present data-driven insights and ad hoc analysis to inform policy development
• Identify operational implications of new policies to inform decision-making

Present recommendations to streamline data validation processes and clarify data ownership roles

Delivery (40%)

Project Lifecycle & Implementation

• Engage with cross-functional teams to support the end-to-end management of small- to medium-scale projects.
• Analyze business process and provide data-driven analytics to validate solutions
• Organize for and conduct testing of system releases and new/updated features
• Assess implementation checklists and best practices to ensure effective rollout
• Initiate inputs for accurate and timely status reporting

Data Quality & Stewardship

• Collaborate with the Jr. Analyst to establish regular procedures and timelines for monitoring data quality
• Assess reports, coordinate feedback, and escalate trends to Client Service and, Investments and Credit Risk leadership
• Conduct consistent follow-up on automated/subscription data quality reports
• Develop recommendations aligned with data governance best practices

Systems, Reporting & Tools

• Deliver timely and effective user support to sustain business operations, strengthen user confidence, and drive successful system adoption.
• Develop and maintain regional Salesforce reports and dashboards, supporting with master/global reports and dashboards as needed.
• Solicit reporting needs from business units and develop new reports as features launch.
• Complete periodic audits of historical reports to maintain organized and up-to-date folders
• Maintain Advisory and Lending Intranet portals and LMS, including:
• Monitoring onboarding and training content for accuracy.
• Following up with content owners for updates.
• Providing technical support for content uploads and learning path development.
• Troubleshooting regional technical issues.

Required Skills and Experience

• 5+ years of relevant professional experience in business operations, data or business process analysis, systems management, and/or logistics support; experience within the financial services industry preferred but not required, ideally in a multi-geography environment.
• Demonstrated experience providing technical support to users, with emphasis on quick response time and patience with users at varying levels of technical ability.
• Bachelor’s degree in business administration, finance, economic development, or related field strongly preferred.
• Service-oriented and system-oriented mindset with the ability to proactively identify and address team and program needs; creative thinker and proactive problem solver.
• Self-motivated to independently learn new systems and technology.
• Ability to manage competing priorities and make informed decisions swiftly as urgent issues arise.
• Attention to detail is a must.

go to method of application »

Duties & Responsibilities

Purpose (50%)

Loan Underwriting and Structuring

• Perform independent, objective loan application assessments and underwriting, including but not limited to analysis of client financial statements, cash flows projections, social and environmental score performance, management capacity, governance, industry risk, and repayment ability – to determine the client’s creditworthiness, impact potential and risk profile
• Verify client information through various means, including analysis of bank statements, review of credit and commercial references, as well as site visits and/or management interviews in conjunction with the portfolio manager as necessary
• Structure loans to meet client’s needs, in accordance with Root Capital’s lending policy and risk appetite, with input from the Portfolio Manager
• Support Portfolio Manager in the negotiation of credit terms by providing clear parameters and, as necessary, directly supporting client discussions on technical credit matters

Loan Servicing, Performance Monitoring and Risk Rating

• Support loan closings by collecting required documentation, communicating final terms to clients, and coordinating with Credit Administration to ensure all conditions are satisfied for timely disbursement
• Manage borrowing base updates and supporting documentation; analyze and facilitate disbursement and payment requests – in coordination with the client and internal teams to ensure accuracy, timeliness, and adherence to policy
• Analyze use of funds, financial performance, and compliance with covenants
• Assess market risks and trends, with input from the portfolio manager
• Communicate with clients to understand key risks and mitigants and to address identified deficiencies, in coordination with the portfolio manager
• Maintain accurate and updated risk rating in Salesforce, in accordance with policy

Non-Current Loan Portfolio Management

• Proactive identification of loan risks and problems for discussion at monthly risk review
• Preparation and presentation of credit proposals for negotiation agreements/ settlement agreements and loan restructures for the non-performing portfolio to the credit committee
• Regular updates to the high-risk review reports together with the respective action plans for active loans in PAR>90

Engagement (15%)

• Collaborate closely with Portfolio Managers to collect relevant client inputs and align credit structuring and client communications.
• Serves as the primary point of client contact for loan servicing (closing, disbursement, repayments, borrowing base updates, etc.) ensuring clear communication of requirements, timely issue resolution, and appropriate coordination with the Portfolio Manager and internal teams
• Engage directly with clients to understand business models, assess risks and mitigants, and support the negotiation of loan terms.
• Provide input to Portfolio Manager regarding financial management weaknesses of prospective and existing clients as necessary to inform the provision of advisory services
• Coordinate with cross-functional teams including Credit Administration, Client Services, and Risk to ensure quality service delivery and institutional alignment.
• Represent the investment function in internal forums and participate in knowledge sharing, policy and process improvement efforts.
• Collaborate during annual planning and pipeline review meetings to review the pipeline, proactively identifying potential issues and/or bottlenecks for early alignment and resolution—preventing delays at the approval stage.

Delivery (35%)

• Prepare and present well-structured credit proposals for approval, with clear articulation of risks, mitigants, and credit recommendation in accordance with Root Capital’s policy and risk appetite – in a timely and efficient manner, to meet Root Capital’s customer service objectives
• Timely loan servicing facilitation for loan closing, disbursement and repayments
• Identify and address at-risk loans, including the preparation of restructuring or settlement proposals for non-performing assets.
• Maintain accurate, timely records in internal systems, including risk ratings and action plans for high-risk loans.

Perform other relevant duties as assigned.

Required Skills and Experience

• Demonstrated expertise in credit underwriting, risk analysis, loan performance monitoring, and loan workout
• Minimum of 3 years of experience in commercial banking or financial services, with a focus on working capital lending.
• Bachelor’s degree in economics, Finance, Business Administration, or a related field. Master’s degree preferred.
• Deep belief in and dedication to the mission of Root Capital, with a passion for promoting inclusive and sustainable economic development and rural resilience in low- and middle-income countries.
• Strong interpersonal skills to establish and maintain effective working relationships with a team as well as internal and external clients.
• Experience working with rural SMEs and/or agricultural enterprises is highly desirable.
• Strong commitment to diversity, equity, and inclusion, with the ability to build a respectful and inclusive work environment.
• Proficiency in English and relevant regional language (e.g., Spanish or French).
• Willingness and ability to travel to rural areas (approximately 10% of the time).