Chief Operating Officer (COO)

About the role

The Chief Operating Officer (COO) is a full‑time, on‑site senior leadership position based in Lilongwe. Reporting to the executive team, the COO oversees day‑to‑day operations of the microfinance institution, shaping operational strategy, optimizing processes and allocating resources to deliver responsible financial services.

Key responsibilities

• Lead and develop operational teams to ensure efficient service delivery.
• Design, implement and monitor performance measures and KPIs.
• Drive continuous‑improvement and change‑management initiatives.
• Ensure compliance with regulatory and internal standards.
• Collaborate with the executive team on business planning, budgeting and risk management.
• Foster a culture of accountability and customer‑focused service.
• Support digital transformation and scalability projects.

Required profile

• Strong business planning and strategic management experience.
• Proven operations management track record in process optimisation and cross‑functional team leadership.
• Advanced analytical ability to interpret data and monitor KPIs.
• Solid finance and budgeting expertise within a financial‑services environment.
• Extensive senior leadership experience, preferably in microfinance, banking or related sectors.
• Excellent communication, stakeholder management and negotiation skills.
• Demonstrated experience in change management, digital transformation and process improvement.
• Bachelor’s degree in Business Administration, Finance, Economics or related field; MBA or master’s degree is a plus.

Required skills