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Operations Team Lead (Device Financing)

  • Contract
  • Operations
  • Zambia

Description

ExpressCredit Ltd is part of Eleving Group, an international Fintech Company Operating in sixteen countries across three Continents. We are a world class, reliable and Internationally trusted partner, expanding access to finance in Zambia, Our company helps individuals in need of short-term and long-term financial solutions all of which make a meaningful and lasting impact on the local communities.Since 2018, ExpressCredit has more than tripled its global operations and grown significantly worldwide. If you want to work for a dynamic, forward-thinking and socially responsible financial services provider we are the right match for you!


We invite suitably qualified Candidates based in Lusaka or willing to relocate to apply for the position of Operations Team Lead.


Responsibilities

Operational Management 

• Supervise and guide Operations officers to ensure efficiency and adherence to SOPs. 

• Monitor operational KPIs (Payment success rates, repairs turn-around time). To Ensure smooth coordination between sales, customer care, credit, and aftersales teams. 


Aftersales & Quality control 

• Manage customer complaints and aftersales processes (repairs, replacements, insurance claims). 

• Support our partners (phone dealers) in loan issuance and aftersales processes.

• Ensure turnaround times meet service-level agreements (SLAs). 

• Process Improvement to identify bottlenecks in payment, aftersales workflows and implement solutions. 

• Develop and update standard operating procedures (SOPs). 


Reporting & Compliance 

• Prepare weekly and monthly reports on key metrics (customer satisfaction, repair backlog, reverse logistics). 

• Ensure compliance with data protection, and consumer rights regulations. 


Qualifications

• Bachelor's degree in Marketing, Business, Communications, or any other relevant related field. 

• 2–4 years of operations experience, preferably in fintech, asset financing, or telco. 

• Proven experience leading teams and managing cross-functional projects. 

• Strong analytical, problem-solving, and reporting skills. 

• Familiarity with CRM/loan management systems and digital financial platforms. 

• Excellent communication, leadership, and stakeholder management abilities.