Associate, Operations

• Department: Financial and Market Linkage Solutions
• Reports To: Director, Agent and Merchant Network

About Kifiya:

Kifiya is an AI-powered financial and market infrastructure company advancing inclusive economic growth across Africa. We design and deploy risk decisioning systems, intelligent financial infrastructure, and market linkage platforms that unlock credit, insurance, payments, and capital access for MSMEs and smallholder farmers. We build the AI, data, and financial infrastructure that helps financial institutions serve hard-to-finance segments at scale.

Business Unit Description

The Financial and Market Linkage Solutions unit is Kifiya’s commercial engine, translating AI-enabled infrastructure into deployed capital and sustainable revenue.

The Agent and Merchant Network drives national customer acquisition, onboarding discipline, product activation, portfolio quality management, and ecosystem expansion across institutional, regional, and field layers.

Position Summary

The Operations Associate, Agent and Merchant Network supports the execution of Kifiya’s national and regional channel operations by coordinating operational activities, maintaining procedural discipline, and ensuring that Kifiya Hubs, agents, and merchant partners have the tools, information, and operational support required to meet customer acquisition, activation, and portfolio performance targets.

The role serves as a central operational coordination point between national leadership, regional channel teams, and field operations to ensure seamless execution of key activities including agent and merchant onboarding, customer acquisition, transaction monitoring, collections support, and product rollouts.

The Operations Associate helps maintain structured workflows and operational standards across the agent and merchant distribution network, ensuring consistent service delivery, accurate reporting, and efficient execution of Kifiya’s financial and market linkage solutions.

Key Responsibilities

Operational Coordination and Execution Support

• Coordinate daily and weekly operational activities across national and regional channel teams.
• Track implementation of national directives, campaigns, and product rollouts across hubs.
• Ensure that Kifiya Hubs receive timely communication, materials, and operational guidance.
• Maintain centralized tracking of initiatives, deadlines, and action plans.

Process Standardization and Governance

• Support implementation and adherence to standardized operating procedures across all regions.
• Document and maintain operational playbooks and workflow guides.
• Identify process gaps and escalate inefficiencies to National Channel Manager.
• Ensure compliance with operational, documentation, and reporting standards.

Performance Tracking and Reporting Support

• Collect, validate, and consolidate regional performance data including acquisition metrics, portfolio quality indicators, and product activation performance.
• Prepare structured dashboards and summary reports for national leadership.
• Track KPI performance against national targets and highlight deviations.
• Ensure data accuracy and reporting consistency across regions.
• Maintain operational tracking systems for key channel activities including:
o Agent and merchant onboarding progress
o Customer onboarding volumes
o Transaction activity
o Product activation metrics
• Prepare structured operational reports to support national and regional performance monitoring.
• Ensure data accuracy and consistency in operational reporting.

Campaign and Product Rollout Coordination

• Support coordination of new product launches and marketing campaigns across regions.
• Ensure field readiness by confirming training completion, materials distribution, and operational alignment.
• Track rollout milestones and provide structured updates.
• Facilitate communication between Product, Marketing, and Regional teams.
• track and coordinate the operational rollout of Kifiya’s financial and market linkage products across the agent and merchant network, including:
o Digital lending services
o Device and asset financing solutions
o Invoice financing programs
o AgriFin and AgTech services
o Sharia-compliant financial services
o Insurance-linked services
o Digital market linkage platforms
• Ensure hubs, agents, and merchants receive timely information and operational guidance related to product launches and service updates.

Kifiya Hub Operational Support

• Support operational coordination of Kifiya Hubs to ensure smooth day-to-day functioning.
• Track Hub-level performance indicators including acquisition productivity and partner engagement metrics.
• Coordinate logistics, reporting requirements, and documentation for Hub activities.
• Escalate operational challenges affecting Hub performance.

Resource and Logistics Management

• Coordinate distribution of tools, devices, promotional materials, and documentation to regional teams.
• Support inventory tracking and accountability for operational assets.
• Ensure field teams have necessary system access and operational resources.
• Track operational readiness for peak campaign periods.

Cross-Functional Collaboration

• Work closely with Risk, Product, Technology, Capacity Building, and Finance teams to ensure alignment of operational activities.
• Facilitate communication flow between headquarters and regional offices.
• Support issue resolution by coordinating inputs across departments.
• Maintain structured documentation of operational decisions and follow-ups.

Key Outputs

• Timely coordination of national and regional operational activities
• Improved procedural consistency across hubs
• Accurate and reliable consolidated performance reports
• Smooth product rollout and campaign execution
• Reduced process bottlenecks and escalation delays

Qualifications and Experience

• Bachelor’s degree in Business Administration, Operations Management, Finance, Economics, or related field.
• Two to four years of experience in operations coordination, field operations support, fintech, banking, or distribution management.
• Experience working in multi-regional or field-based operational environments preferred.
• Strong proficiency in data tracking and reporting tools.

Core Competencies

• Operational coordination and organization
• Process documentation and governance discipline
• Data accuracy and reporting rigor
• Cross-functional communication
• Problem identification and escalation management
• Time management and prioritization
• Attention to detail
• Execution-focused mindset