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.
Similar Jobs
