Manager Lending Services

Role Purpose

The Manager Lending Services is responsible for leading the development, growth, and operational management of M-Pesa lending products and services. The role drives financial inclusion by designing customer-centric digital lending solutions, managing strategic partnerships with banks and financial institutions, ensuring service performance and compliance, and delivering sustainable revenue growth. The position plays a critical role in diversifying M-Pesa's financial services portfolio and maximising customer value through innovative lending propositions.

Key Accountabilities

Product Strategy & Portfolio Management

• Develop and manage a portfolio of digital lending products aligned with customer needs and business objectives.
• Identify market opportunities and introduce new lending solutions to drive customer acquisition and revenue growth.
• Ensure product offerings remain competitive and relevant through continuous market analysis and customer insights.
• Diversify the lending portfolio to minimise concentration risk and enhance commercial performance.

Business Growth & Financial Performance

• Deliver agreed targets for lending service penetration, loan uptake, active customers, revenue, and profitability.
• Monitor product performance and implement initiatives to improve customer adoption and usage.
• Develop business cases and growth strategies for new lending opportunities.

Partnership Management

• Build and maintain strong relationships with banking partners, microfinance institutions, fintech partners, and other stakeholders.
• Negotiate and manage service agreements to ensure mutual value creation and operational excellence.
• Coordinate partner engagement and facilitate the resolution of operational issues.

Service Operations & Customer Experience

• Ensure the continuous availability, functionality, and performance of lending services.
• Conduct regular testing and service monitoring to identify and address system issues proactively.
• Collaborate with Product, Technology, Customer Operations, Risk, and Compliance teams to resolve incidents and improve service quality.
• Ensure the customer value proposition is validated before product launch.

Risk, Compliance & Governance

• Monitor lending operations to ensure adherence to regulatory requirements and internal policies.
• Oversee operational controls relating to partner settlement accounts and lending service thresholds.
• Support risk mitigation initiatives in collaboration with Risk and Compliance teams.
• Ensure lending products operate within approved governance and risk frameworks.

Reporting & Performance Management

• Produce regular performance reports, portfolio analysis, and recommendations for management.
• Track key performance indicators and implement corrective actions where required.
• Provide insights and recommendations to support strategic decision-making.

Core Competencies

Functional Competencies

• Digital Lending and Credit Products Management
• Mobile Financial Services (MFS) and Mobile Money Operations
• Product Development and Lifecycle Management
• Portfolio Management and Business Growth
• Financial Services Partnership Management
• Revenue and Commercial Performance Management
• Risk Management and Regulatory Compliance
• Customer Experience Management
• Data Analysis and Business Intelligence

Behavioural Competencies

• Strategic Thinking
• Customer Focus
• Results Orientation
• Commercial Acumen
• Stakeholder Management
• Problem Solving and Decision Making
• Innovation and Continuous Improvement
• Influencing and Negotiation Skills
• Collaboration and Teamwork
• Effective Communication

Must-Have Technical / Professional Qualifications

Education

• Bachelor's degree in Finance, Banking, Economics, Business Administration, Information Systems, or a related field.
• Master's degree in Business Administration (MBA) or a related discipline is an advantage.

Experience

• Minimum 5-7 years of experience in digital financial services, mobile money, banking, fintech, lending, or financial product management.
• Proven experience managing lending products, credit solutions, or financial services portfolios.
• Experience working with banks, microfinance institutions, or financial service providers.
• Demonstrated track record of delivering revenue growth and customer adoption targets.

Technical Knowledge

• Strong understanding of digital lending ecosystems and credit products.
• Knowledge of mobile money services and financial inclusion programmes.
• Understanding of credit risk principles, portfolio management, and lending operations.
• Familiarity with financial services regulations and compliance requirements.
• Experience with data analytics and reporting tools.

Professional Skills

• Advanced stakeholder and partnership management skills.
• Strong financial and commercial analysis capabilities.
• Project management and product launch experience.
• Excellent presentation, communication, and negotiation skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Preferred Certifications

• Certified Digital Finance Practitioner (CDFP) or equivalent.
• Project Management certification (PMP, PRINCE2, Agile, or equivalent).
• Banking, Risk, or Financial Services certifications would be an advantage.

Key Performance Indicators (KPIs)

• Lending revenue achievement.Active lending customers.
• Loan portfolio growth.Product adoption and penetration rates.
• Service availability and operational performance.
• Partner satisfaction and SLA compliance.
• Portfolio risk and delinquency metrics.Customer satisfaction and retention levels.