InternshipRetail and Operations Management
Head of Service – Joseph Roberts Capital
Vacancy Mail · Harare
Posted 29 September 2026 · Closes 16 October 2026
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Job Description
VACANCY Head of Service – Joseph Roberts Capital Unit: Joseph Roberts Capital - Micro-Finance Location: Harare, Zimbabwe (with oversight across the country) Website: www.josephrobertscapital.com Reporting To: Managing Director / Executive Board 1. ABOUT JOSEPH ROBERTS CAPITAL Joseph Roberts Capital is a progressive micro-finance institution registered and operating under license from the Reserve Bank of Zimbabwe. We deliver tailored, agile credit solutions designed to empower SMEs, commercial value chains, asset financing, and underserved enterprise sectors. We combine disciplined risk management with high- touch, rapid client delivery. 2. POSITION SUMMARY We are seeking an exceptional, commercially astute, and rigorously disciplined Head of Service to direct end-to-end credit and customer operations. Reporting to the Managing Director, the Head of Service serves as the operational engine room of the lending institution—driving loan turnaround efficiency, maintaining credit underwriting standards, supervising branch and field loan officers, safeguarding portfolio health (PAR/NPL metrics), and delivering an unparalleled customer lifecycle experience. Core Strategic Mandate Drive operational excellence across loan origination, underwriting, and collections while scaling our active borrower portfolio, maintaining strict compliance with statutory frameworks, and establishing best-in-class customer turnaround SLAs.
Duties and Responsibilities
3. KEY ROLES & STRATEGIC DELIVERABLES • Lead the operational credit engine from customer onboarding, KYC/AML appraisal, and credit committee submissions to documentation, disbursement, and loan closure. • Enforce credit policy and proactively monitor repayment schedules. Drive an agile early-alert system and collections protocol to maintain Portfolio at Risk (PAR) and Non-Performing Loans (NPL) well below industry benchmarks. • Audit, refine, and enforce Standard Operating Procedures (SOPs) that compress application-to-disbursement turnaround times while upholding underwriting rigor. • Direct, mentor, and performance-manage credit officers, field agents, and customer service staff. Establish daily and weekly performance scorecards covering loan origination, audit accuracy, and recovery targets. • Oversee client touchpoints across all channels, resolving customer escalations, conducting client feedback loops, and maximizing retention through exceptional service delivery. • Ensure full institutional compliance with Reserve Bank of Zimbabwe (RBZ) microfinance regulations, statutory filings, AML/CFT frameworks, and internal audit controls. • Deliver daily, weekly, and monthly operational dashboards detailing loan pipeline velocity, active loan book status, collection efficiency, customer acquisition costs, and team productivity.
Qualifications and Experience
4. CANDIDATE PROFILE & QUALIFICATIONS • Bachelor's Degree in Banking, Finance, Business Administration, Economics, or related commercial field. Professional qualifications (e.g., IOBZ, ACCA, or Credit Management Diploma) are strongly preferred. • Minimum 4–6 years of progressive experience in micro-finance, retail lending, or SME credit operations, with at least 2 years in a managerial or senior supervisory role (e.g., Credit Operations Manager, Branch Manager, Head of Operations). • Deep mastery of micro-lending dynamics, cash-flow underwriting, collateral assessment, debt recovery strategies, and credit scoring mechanisms. • Demonstrated capability in managing high-volume transactional pipelines, enforcing accountability, and leading frontline lending teams. • Proficient in Core Banking Systems (CBS), digital lending workflows, and advanced data reporting using MS Excel/Google Sheets. • High commercial acumen, impeccable integrity, decisive leadership, robust negotiation skills, and a process- oriented mindset.
How to Apply
. COMPENSATION & APPLICATION PROCESS A competitive executive remuneration package with performance-linked incentives and group benefits will be offered to the successful candidate, commensurate with seniority and experience. Submission Guidelines Interested candidates meeting the criteria should forward their comprehensive CV and a brief cover letter outlining their key operational achievements to: Email: info@josephrobertsgroup.com Subject Line: Application: Head of Service – Joseph Roberts Capital Application Deadline: Friday, 16 October 2026 Website: www.josephrobertscapital.
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