Head of Branch Operations and Customer Service -2025

ExpressCredit is a global consumer finance company operating in Zambia and three surrounding countries, including Namibia, Botswana, and Lesotho.

We operate a multi-channel lending platform for private and government sector employees underserved by mainstream financiers. As a good corporate citizen, our goal is to help people in need of short-term and long-term financial assistance – all of which make a meaningful and lasting impact on the local communities.

ExpressCredit is a game-changer and one of the fastest microlenders in the country. A combination of new technologies, mobile sales, and a network of branches and direct sales positions us well for growth and building a sizeable, well-performing loan portfolio.

Express Credit Zambia seeking an experienced, a self- motivated, dynamic and result oriented professional Individual based in Lusaka or willing to self-relocate to lead the implementation of business strategies, enhance operational efficiency, and drive profitable growth in the position of Head of Branch Operations and Customer Service.

Job Purpose

The Head of Branch Operations and Customer Service is a key member of the core Management Team at ExpressCredit, responsible for overseeing the company's credit operations, customer experience, and marketing efforts. This role involves managing staffing, products, and procedures to ensure the delivery of competitive, client-friendly, and profitable products and services.

The role is responsibile for maximizing outreach to target groups while maintaining profitability, ensuring operational efficiency and safety, and fostering excellent customer service standards. The role also involves maintaining a well-trained credit staff, developing and implementing effective processes, and ensuring ExpressCredit builds and maintains trust within the community.

As part of the Management Team, the Head of Branch Operations and Customer Service shares responsibility for the overall performance of ExpressCredit and contributes to strategic decision-making on critical business issues

Key Responsibilities

•  Develop and execute comprehensive business sales and operational plans in alignment with organizational goals and financial targets.
• Advise the CEO on strategic and operational developments, performance indicators, and future growth opportunities.
• Lead new business development initiatives and product innovation to expand and diversify services.
• Ensure high customer satisfaction and retention through quality products and excellent service delivery.
• Oversee day-to-day operations and coordinate teams to maximize productivity and achieve performance excellence.
• Manage the P&L, focusing on cost management, revenue generation, and risk mitigation.
• Lead HR and people management efforts, including recruitment, staff development, and performance management.
• Collaborate with Marketing and Sales teams to drive customer outreach, sales campaigns, and business growth.
• Provide leadership and strategic direction for ExpressCredit’s product distribution, including branch expansion and new channel development.
• Cultivate a culture of high customer service standards and a positive, team-oriented work environment.
• Ensure compliance with company policies, ethical standards, and regulatory requirements.
• Prepare and present detailed reports on operational performance, financial metrics, and market trends.

• Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
• MBA or related advanced degree preferred; bachelor’s degree in finance, Economics, Business Administration, or related field required.
• Minimum 6 years of relevant experience in business development, operations, and sales management within the financial sector.
• Minimum 4 years at a senior management level, with strong experience in risk management, strategic planning, and branch management.
• Proven expertise in managing large teams, developing operational plans, and executing growth strategies.
• Strong background in financial institutions, with experience in cash flow projections, budgeting, and financial reporting.
• Excellent leadership, organizational, and analytical skills with a focus on results and continuous improvement.
• Expertise in customer service, relationship management, and driving business expansion.
• Strong communication, interpersonal, and negotiation skills.
• Ability to manage and motivate diverse teams across multiple locations.
• Goal-oriented, innovative, and a self-starter with a commitment to excellence.