Sèvis Finansye FONKOZE, S.A. (SFF) is a Haitian non bank financial institution specializing in microfinance. Our aim is to lift families and communities out of poverty while operating in a financially self-sustaining manner. Today, we serve more than 200,000 clients through a network of 45 branch offices and 2,000 credit centers spread throughout all 10 departments of Haiti. FONKOZE employs over 800 full-time staff making us one of the largest private employers in Haiti.

The Head of Banking Operations plans, coordinates and manages branch operations’ activities of the Front and Back Office to ensure that all transactions run as per established policies and procedures. In addition, this involves speaking to customers, understanding their financial state and offering financial services and products that meet their needs.

This incumbent will maintain a culture of excellent customer service to fully support the business objectives of SFF in strict collaboration with some key stakeholders, including and not limited to senior executives, directors and managers.


Essential Responsibilities & Accountabilities:

1- Administration
• Develop and implement a Policies and Procedures Manual
• Define and communicate a customer service plan to provide staff with appropriate guidelines
• Create contracts for new services in collaboration with the legal department.
• Ensure that all necessary tools and resources are available to deliver departmental objectives timely and efficiently
• Determine work procedures, prepare work schedules and expedite workflow
• Define and communicate a customer service plan for the front and backoffice teams
• Oversee and ensure that customer service requirements are respected according SFF procedures
• Audit customer complaints and put in place systems to prevent reoccurrences
• Identify and implement strategies to foster high quality of customer service
• Ensure liaison between the departments’ and branches for effective and timely communication
• Coordinate and manage all related customer service projects and initiatives with Headquarters Operations, and other Departments.
• Ensure that departmental costs stay within established/approved budget
Communicate with customers when needed
• Manage conflict diplomatically and timely
• Create, develop and revise forms to improve customer service and organizational performance
• Making presentations regarding operations of the Institution in high level meetings


2- Team Management
• Identify needs and communicate such to the COO
• Ensure that all work are completed within the determined timeframe
• Resolve complaints timely and tactfully
• Make thorough analysis on supervisors’ performance
• Identify and resolve problems with team’s input
• Ensure that all internal and external customers are treated respectfully
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Maintain harmony among workers and resolves grievances


3- Performance Management
• Coach supervisors and monitor their performance
• Inform and provide positive feedback to supervisors on performance
• Collaborate with the Training Manager in the assessment, design, development and implementation of capacity building and career planning for self and subordinates
• Communicate and collaborate with subordinates on performance improvement activities
• Monitor supervisors’ evaluation of their respective team
• Study and standardize procedures to improve efficiency of subordinates
• Monitor productivity of customer service representatives and generate reports on positive and negative outcomes and put in place a system to prevent negative reoccurrence
• Monitor service calls to observe employee demeanor, technical accuracy and conformity to SFF’s policies.

Education and Experience
• Bachelor’s degree a must
• At least 10 years of relevant experiencewithin the field of work


Key Competencies
• Problem Solving
• Customer/Client Focus
• Communication Proficiency
• Time Management
• Leadership capabilities and excellent managerial skills
• Excellent knowledge about banking systems and Haitian banking laws
• Excellent analytical and observation skills
• Ability to assess the operations of the Institution and evaluate them critically
• Ability to motivate and to deal with change as will have to face many changes

Qualified and interested parties are invited to submit their resume, cover letter and diploma

Please no phone calls – only shortlisted candidates will be contacted.