Head of Operations – Financial Services

About the role

The Head of Operations will translate strategy into day‑to‑day execution for Mukuru Financial Services Zimbabwe, ensuring every product, service and customer interaction is delivered with speed, precision and integrity. You will own the full operating model, from processing and customer service to distribution and sales delivery, while shaping the launch and scaling of new financial products.

Key responsibilities

• Own end‑to‑end operational delivery, including onboarding, transaction processing, settlements and customer service across branches, agents, contact centres and digital channels.
• Strengthen operational resilience through system reliability, incident management and business continuity.
• Drive efficiency via continuous improvement, automation and cost discipline.
• Translate product concepts into scalable services, leading operational readiness, training, channel enablement and post‑launch stabilisation.
• Lead the sales delivery engine across all channels, converting revenue strategy into actionable targets and driving customer acquisition for retail, SME and corporate segments.
• Oversee performance and expansion of the branch and agent network, ensuring consistent standards, training and capability.
• Build high‑performing, distributed teams, foster a performance culture and manage succession planning.

Required profile

• Senior leadership experience in operations within financial services, banking, micro‑finance or payments.
• Proven track record of delivering large‑scale operations across multiple channels.
• Experience launching and scaling financial products in a live environment.
• Deep understanding of regulated environments and the balance between delivery and compliance.
• Ability to lead sales execution within an operations‑driven model and strong commercial mindset.

Required skills

What we offer

• Opportunity to shape the future of financial services in Zimbabwe.
• Leadership of a high‑impact, cross‑functional team.
• Competitive compensation package.