MFSZ Head of Operations at Mukuru

Why this role matters

This is a pivotal leadership role at the heart of Mukuru Financial Services Zimbabwe. As Head of Operations, you are responsible for bringing strategy to life ensuring that every product, service, and customer interaction is delivered with precision, speed, and integrity.

You will own the full operating model, from processing and customer service to distribution and sales delivery, while shaping how new financial products are launched and scaled in the market. Your work will directly influence how effectively Mukuru connects people to critical financial services across Zimbabwe.

What you will lead

End-to-end operational delivery

• Own the performance of the full operations function, including onboarding, transaction processing, settlements, and customer service delivery
• Ensure consistent service excellence across branches, agents, contact centres, and digital channels
• Strengthen operational resilience, including system reliability, incident management, and business continuity
• Drive efficiency through continuous improvement, automation, and strong cost discipline

New-product delivery and innovation

• Translate product concepts into live, scalable services with strong processes, controls, and customer journeys
• Lead operational readiness for product launches, including training, channel enablement, and post-launch stabilisation
• Deliver key strategic priorities, including digital banking rollout, loan product growth, and customer reactivation initiatives
• Build a repeatable, high-quality approach to launching future products at scale

Sales delivery and commercial execution

• Lead the sales delivery engine across branches, agents, contact centre, and digital platforms
• Translate revenue strategy into actionable targets across channels and frontline teams
• Drive customer acquisition and growth across retail, SME, and corporate segments
• Oversee sales performance, incentives, and productivity to deliver measurable outcomes

Distribution network leadership

• Own the performance and expansion of the branch and agent network
• Ensure consistent operating standards, training, and frontline capability
• Manage key partnerships across distribution and technology ecosystems

Leadership and culture

• Build and lead high-performing, distributed teams across operations and sales delivery
• Foster a performance culture grounded in accountability, customer focus, and operational excellence
• Drive succession planning and long-term capability building within the function

What you bring

• Strong senior leadership experience in operations within financial services, banking, microfinance, or payments
• Proven track record of delivering large-scale operations across multiple channels and customer touchpoints
• Experience launching and scaling financial products within a live operating environment
• Deep understanding of regulated environments and the balance between delivery and compliance
• Ability to lead sales execution as part of an operations-driven model
• Strong commercial mindset with the ability to translate strategy into measurable outcomes

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