Operations Officer – Loan Officer Performance Management

About the role

The Operations Officer – Loan Officer Performance Management will monitor, analyse and improve the performance of loan officers to meet lending, customer acquisition and productivity targets. The role acts as a bridge between the Digital Lending Performance Manager and field loan officers, communicating targets, tracking activities and driving corrective actions.

Key responsibilities

• Monitor daily, weekly and monthly loan officer performance against individual targets, including disbursement volume, new customer acquisition and repeat lending.
• Maintain an up‑to‑date performance database and dashboard, identifying high‑performing and under‑performing officers.
• Communicate monthly targets, break them into daily milestones and review progress at set checkpoints.
• Conduct regular follow‑ups with under‑performing officers, prepare and close Performance Improvement Plans (PIPs).
• Analyse the customer acquisition funnel, support initiatives to increase acquisition and loan utilisation, and flag poor‑quality lending patterns.
• Prepare daily, weekly and monthly performance reports, ranking and exception reports, and ensure data consistency between LMS and dashboards.
• Identify training needs, support loan officer training sessions and coach on product knowledge, digital processes and LMS usage.
• Escalate system issues to IT/Operations, support onboarding of new or reassigned loan officers, and document performance reviews.

Required profile

• Bachelor’s degree in Business Administration, Management, Economics, Accounting, Finance, Industrial Engineering or related field.
• Relevant experience in microfinance, digital lending, banking, sales operations or performance management; experience managing loan officers or field sales teams is a plus.
• Competencies: analytical skills, team building, digital finance transformation, sales performance management and talent acquisition planning.