This role sits at the heart of Mukuru’s operational success in Malawi.
As the Regional Operations Supervisor, you are responsible for ensuring that all Mukuru outlets and agents across Malawi operate efficiently, compliantly, and profitably. You will oversee financial management, cash availability, service standards, compliance, and people leadership across multiple sites, acting as a key link between branch operations and senior management.
This role is ideal for a strong operational leader with deep financial services experience who can balance risk, performance, and customer experience in a dynamic, multi-site environment.
Role PurposeTo oversee and manage the end-to-end functioning of Mukuru sites across Malawi, ensuring operational excellence, regulatory compliance, financial control, and a consistently high standard of customer service.
Key ResponsibilitiesOperations & Financial Management- Manage capital and operational expenditure across Malawi operations.
- Ensure effective working capital and inventory management.
- Oversee daily operations of all outlets and agents, including teller processes, reconciliations, and cash-ups.
- Monitor and maintain optimal cash availability across branches.
- Act as the first point of contact during operational emergencies such as fraud, theft, or robberies.
- Ensure all sites operate optimally and within approved trading hours.
- Manage financial, operational, and quality audits across sites.
- Identify and mitigate operational and compliance risks.
- Conduct regular site visits for brand audits, cash checks, and performance reviews.
- Oversee implementation of technology enhancements across sites.
- Ensure all agents deliver a consistent, professional, and customer-focused service.
- Monitor service standards, review customer feedback, and resolve escalated complaints.
- Maintain high standards of store appearance and brand compliance.
- Build and maintain strong relationships with landlords, community leaders, and local authorities.
- Lead onboarding, training, coaching, and offboarding of agents and tellers.
- Conduct performance reviews, monthly KPI discussions, and ongoing coaching.
- Support recruitment, workforce planning, and talent management activities.
- Manage leave planning and HR-related administration for direct reports.
- Monitor competitor activity and market trends within the region.
- Identify growth opportunities and provide insights and recommendations to leadership.
- Support business expansion and optimisation initiatives using local market intelligence.
- Collect, analyse, and report operational, financial, and agent performance data.
- Provide weekly and monthly reports with clear, actionable insights.
- Identify emerging risks and recommend corrective actions proactively.
- Ensure compliance with all internal policies and procedures.
- Oversee adherence to external regulatory requirements, including RBM, FICA, AML, and exchange control regulations.
- Maintain audit-ready processes and accurate reporting standards.
- Higher Certificate or Post-Secondary Certificate (Essential)
- Bachelor’s Degree or Advanced Diploma (Advantageous)
- Minimum 5 years’ operations experience.
- At least 2 years’ experience in a supervisory role within a financial services environment.
- Expert knowledge of foreign exchange operations.
- Strong understanding of exchange control regulations and RBM requirements.
- In-depth knowledge of FICA and anti-money laundering compliance.
- Strong financial, analytical, and reporting capabilities.
- Excellent organisational, administrative, and decision-making skills.
- Strong leadership and people management capability.
- Analytical thinking and structured problem-solving.
- High attention to detail and risk awareness.
- Ability to make sound decisions under pressure.
- Strong stakeholder engagement and communication skills.
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
Top Skills
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.
