Regional Operations Supervisor at Mukuru

Mukuru is a fast-paced, rapidly expanding fintech company on a mission to make financial services accessible to emerging markets. We're looking for a dynamic and driven Regional Operations Supervisor to lead the performance and growth of our Mukuru Money Transfer Outlets across Malawi. This is a unique opportunity to directly impact the quality-of-service delivery, operational compliance, and customer satisfaction at our core frontline touchpoints.

In this role, you will:

Lead Daily Outlet Operations

• Oversee day-to-day functioning of all outlets and agents across Malawi.

• Ensure smooth teller operations, including daily reconciliations and cash-up processes.

• Monitor and maintain optimal cash availability for all branches.

• Act as the first point of contact in emergency cases like fraud, theft, or robberies.

Drive Operational Excellence & Compliance

• Conduct regular visits for brand audits, cash checks, and performance reviews.

• Ensure all outlets comply with internal policies, local regulations, and trading hours.

• Guarantee high standards of store appearance and branding.

• Maintain healthy relationships with landlords, community leaders, and authorities.

Champion Customer Experience

• Ensure agents deliver world-class service at every customer interaction.

• Monitor service standards, gather customer feedback, and resolve complaints promptly.

• Lead initiatives to elevate service levels and team professionalism.

Monitor the Market

• Keep an eye on competitor activity and product trends in your region.

• Identify new business opportunities and provide recommendations to leadership.

• Support growth initiatives with relevant insights and local market intelligence.

Coach & Develop Agent Teams

• Lead agent onboarding, training, and offboarding processes.

• Build strong, motivated teams of tellers through coaching and mentorship.

• Support talent acquisition and agent performance management activities.

Deliver Insights & Reporting

• Collect, monitor, and report operational and agent data across Malawi.

• Provide weekly and monthly updates with actionable insights.

• Identify potential risks and recommend corrective actions.

What you’ll need to succeed:

Qualifications:

• Higher Certificate or Post-Secondary Certificate (Essential)

• Bachelor's Degree or Advanced Diploma in a relevant field (Preferred)

Experience:

• Minimum 2 years in a supervisory role within the financial services industry

• Experience managing field teams or multiple locations is an advantage

Skills & Competencies:

• Deep understanding of foreign exchange and exchange control regulations

• Strong knowledge of FICA and anti-money laundering (AML) compliance

• Leadership, problem-solving, and decision-making capabilities

• Project and administrative management proficiency

• Excellent interpersonal and communication skills

• Strong analytical and reporting abilities

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS