Head of Operations, BRAC Ghana Savings Limited

BRAC International is a leading non-profit organisation with a mission to empower people and communities in situations of poverty, illiteracy, disease, and social injustice. Founded in 1972, by Sir Fazle Hasan Abed, BRAC is the largest non-governmental development organisation in the world and is present in 16 countries across Asia and Africa today. BRAC first expanded its microfinance operations internationally in 2002 and now operates in seven countries outside of Bangladesh - Myanmar, Tanzania, Uganda, Rwanda, Sierra Leone, Liberia and Ghana. Together, these seven entities serve more than 800,000 clients, 96% of whom are women.BRAC Ghana Savings Limited is seeking a dynamic leader as the Head of Operations to provide strategic and operational leadership for credit operations across all field units of microfinance. The role ensures the effective delivery of high-quality, inclusive lending services to underserved communities, aligned with BIHBV's mission to provide responsible and impactful financial services, particularly to women and youth living in poverty in rural and hard-to-reach areas.The Head of Operations will drive operational excellence, expand outreach, support digital transformation, strengthen social performance, and uphold client protection standards, ensuring that credit services are responsive, responsible, and sustainable.BRAC Ghana Savings and Loans was launched in 2023. It is the seventh microfinance entity of BRAC International Holdings B.V. alongside six other microfinance institutions in Liberia, Sierra Leone, Tanzania, Rwanda, Uganda and Myanmar. Our mission is to provide a range of financial services responsibly to people at the bottom of the pyramid. We particularly focus on women living in poverty in rural and hard-to-reach areas, to create self-employment opportunities, build financial resilience, and harness women’s entrepreneurial spirit by empowering them economically.Key Responsibilities:Annual Planning and ImplementationDevelop the annual operational plan in coordination with Field Managers, and MMT ensuring alignment with BRAC Microfinances' strategic priorities.Work with MMT to co-develop Annual Strategic Plan (ASP) & annual budget & set monthly, quarterly, and annual credit and savings (where applicable) outreach and disbursement targets for regions, with a focus on underserved populations, including women and youth.Guide and support field teams in translating operational targets into actionable branch-level work plans.Drive the field team to achieve ASP and budgeted targets, taking proactive actions to ensure portfolio growth and quality with efficiency while social aspects of operations are achieved.Operational Oversight and Performance MonitoringEnsure effective implementation of microfinance operations across all field units by providing strategic guidance and regular supervision.Ensure that holistic programmatic priorities are effectively planned and implemented, including AIM Financial Inclusion and other country-specific collaborations with BRAC NGO, to promote the social and economic empowerment of young women.Monitor the performance of field operations using key indicators such as outreach, loan disbursement, portfolio at risk, social outcomes, and client satisfaction.Organise and lead monthly and quarterly review meetings with field leadership to assess progress, identify challenges, and develop solutions.Field Visits and Quality AssuranceConduct regular field visits to branches to ensure quality of service, adherence to credit methodology, and compliance with operational guidelines.Interact with clients during field visits to gain feedback and assess the impact of financial services.Identify operational bottlenecks and work with field teams to implement improvements.Maintain accountability and discipline within the field team to ensure that country-specific policies and procedures are effectively implemented and adhered to.Staff Development and Capacity BuildingEnsure appropriate staffing and deployment of field leadership including Regional, Area, and Branch Managers.Plan and conduct quarterly and annual field staff meetings in alignment with the country-specific Annual Strategic Plan (ASP).Coordinate with HR to identify training needs and ensure timely induction, refresher, and thematic training for field staff.Build the leadership capacity of field teams to meet evolving programmatic and operational demands.Product and Process ImprovementServe as the design lead for any changes or improvements to core business processes and procedures, particularly those at the field level.Collaborate with Product and Research teams to gather field insights for new product development or process refinement.Guide field teams in implementing pilots, providing feedback, and supporting scale-up of successful products.Ensure that all operational changes and innovations are properly communicated and adopted at the field level.Digital Transformation and Systems StrengtheningActively contribute to the design, and implementation review of CBS (where applicable) and digital operational projects (DARS, DFA, Mobile Banking), working closely with IT and Digital teams to ensure operational readiness & to monitor post implementation impacts.Oversees reporting system for field operations including DARS reports and provide necessary support to relevant stakeholders including planning report requirements & UATsLead the integration and utilization of digital tools for loan management, client tracking, and field reportingPromote financial and digital financial literacy among staff and clients to support the adoption of mobile-enabled financial services.Liaise with relevant departments to ensure timely troubleshooting and system improvements.Social Performance and Client-Centric ServicesPromote the integration of social goals into all aspects of credit delivery, ensuring inclusive outreach and responsible lending.Track social performance indicators and take corrective actions where gaps are identified.Foster a strong client-centric culture across field operations, emphasizing dignity, respect, and transparency.Client Protection and Complaint ManagementEnsure compliance with client protection principles and ethical standards at all levels of credit operations.Establish and strengthen grievance redressal mechanisms to ensure complaints are resolved promptly and transparently.Regularly review complaint data and trends, providing guidance to field leadership to address root causes and improve service delivery.Compliance, Monitoring and Audit ResponseEnsure adherence to all internal policies, regulatory guidelines, and standard operating procedures across field unitsSupport the resolution of issues raised by audit, monitoring, and compliance reviews by coordinating with relevant teams.Take preventive action based on audit and monitoring findings to strengthen internal controls in the field.Representation and Strategic LeadershipRepresent field operations in senior management forums, cross-departmental committees, and strategy workshops.Provide field-level insights to support policy formulation, strategic planning, and organisational decision-making.Serve as a key liaison between the field and head office functions, ensuring alignment and shared accountability for BRAC Microfinances goals.SafeguardingEnsure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation.Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.Educational & Experience Requirements:Bachelor’s or Master’s degree in any discipline, provided the candidate has substantial hands-on experience in managing credit operations.Minimum 7 to 10 years of working experience in the Microfinance/financial services industry.Professional certifications in microfinance, digital finance, or social performance are an added advantage.Required Competencies and Skills:In-depth understanding of microfinance operations, responsible lending, savings mobilization, and client-focused service.Proven track record in leading large, decentralized teams.Strong analytical ability, strategic thinking, and effective communication skills.Excellent proficiency in English (both written and spoken).Familiarity with digital financial solutions and platforms.Employment type: Full TimeSalary: Ghana Market CompetitiveJob Location: Accra, GhanaPlease follow the application instructions accordingly:External candidates need to email their CV with a letter of interest mentioning educational grades, years of experience at recruitment.bi@brac.netInternal candidates need to apply with their latest CV including all job assignments in detail with BRAC PIN and email to internal.bi@brac.netApplication deadline: 16 November 2025BRAC is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation - regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records in order to ensure safeguarding to the fullest extent.BRAC is an equal opportunities employer