Mukuru is a fast-paced, rapidly expanding fintech company on a mission to make financial services accessible to emerging markets. We're looking for a dynamic and driven Regional Operations Supervisor to lead the performance and growth of our Mukuru Money Transfer Outlets across Malawi. This is a unique opportunity to directly impact the quality-of-service delivery, operational compliance, and customer satisfaction at our core frontline touchpoints.
In this role, you will:Lead Daily Outlet OperationsOversee day-to-day functioning of all outlets and agents across Malawi.
Ensure smooth teller operations, including daily reconciliations and cash-up processes.
Monitor and maintain optimal cash availability for all branches.
Act as the first point of contact in emergency cases like fraud, theft, or robberies.
Conduct regular visits for brand audits, cash checks, and performance reviews.
Ensure all outlets comply with internal policies, local regulations, and trading hours.
Guarantee high standards of store appearance and branding.
Maintain healthy relationships with landlords, community leaders, and authorities.
Ensure agents deliver world-class service at every customer interaction.
Monitor service standards, gather customer feedback, and resolve complaints promptly.
Lead initiatives to elevate service levels and team professionalism.
Keep an eye on competitor activity and product trends in your region.
Identify new business opportunities and provide recommendations to leadership.
Support growth initiatives with relevant insights and local market intelligence.
Lead agent onboarding, training, and offboarding processes.
Build strong, motivated teams of tellers through coaching and mentorship.
Support talent acquisition and agent performance management activities.
Collect, monitor, and report operational and agent data across Malawi.
Provide weekly and monthly updates with actionable insights.
Identify potential risks and recommend corrective actions.
Higher Certificate or Post-Secondary Certificate (Essential)
Bachelor's Degree or Advanced Diploma in a relevant field (Preferred)
Minimum 2 years in a supervisory role within the financial services industry
Experience managing field teams or multiple locations is an advantage
Deep understanding of foreign exchange and exchange control regulations
Strong knowledge of FICA and anti-money laundering (AML) compliance
Leadership, problem-solving, and decision-making capabilities
Project and administrative management proficiency
Excellent interpersonal and communication skills
Strong analytical and reporting abilities
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
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What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
