VACANCY
Head of Service – Joseph Roberts Capital
Unit: Joseph Roberts Capital – Micro-Finance
Location: Harare, Zimbabwe (with oversight across the country)
Website: www.josephrobertscapital.com
Reporting To: Managing Director / Executive Board
1. ABOUT JOSEPH ROBERTS CAPITAL
Joseph Roberts Capital is a progressive micro-finance institution registered and operating under license from the
Reserve Bank of Zimbabwe. We deliver tailored, agile credit solutions designed to empower SMEs, commercial value
chains, asset financing, and underserved enterprise sectors. We combine disciplined risk management with high-
touch, rapid client delivery.
2. POSITION SUMMARY
We are seeking an exceptional, commercially astute, and rigorously disciplined Head of Service to direct end-to-end
credit and customer operations. Reporting to the Managing Director, the Head of Service serves as the operational
engine room of the lending institution-driving loan turnaround efficiency, maintaining credit underwriting
standards, supervising branch and field loan officers, safeguarding portfolio health (PAR/NPL metrics), and
delivering an unparalleled customer lifecycle experience.
Core Strategic Mandate
Drive operational excellence across loan origination, underwriting, and collections while scaling our active borrower
portfolio, maintaining strict compliance with statutory frameworks, and establishing best-in-class customer
turnaround SLAs.

Job Summary

Employer: josephrobertsgroup
Job Type: Full-time
Location: Harare, Zimbabwe
Category: Finance
Salary: A competitive executive remuneration package with performance-linked incentives and group benefits will be offered to the successful candidate, commensurate with seniority and experience.
Closing Date: 2026-10-16

Key Responsibilities

Lead the operational credit engine from customer onboarding, KYC/AML appraisal, and credit committee submissions to documentation, disbursement, and loan closure.
Enforce credit policy and proactively monitor repayment schedules. Drive an agile early-alert system and collections protocol to maintain Portfolio at Risk (PAR) and Non-Performing Loans (NPL) well below industry benchmarks.
Audit, refine, and enforce Standard Operating Procedures (SOPs) that compress application-to-disbursement turnaround times while upholding underwriting rigor.
Direct, mentor, and performance-manage credit officers, field agents, and customer service staff. Establish daily and weekly performance scorecards covering loan origination, audit accuracy, and recovery targets.
Oversee client touchpoints across all channels, resolving customer escalations, conducting client feedback loops, and maximizing retention through exceptional service delivery.
Ensure full institutional compliance with Reserve Bank of Zimbabwe (RBZ) microfinance regulations, statutory filings, AML/CFT frameworks, and internal audit controls.
Deliver daily, weekly, and monthly operational dashboards detailing loan pipeline velocity, active loan book status, collection efficiency, customer acquisition costs, and team productivity.

Requirements

Bachelor’s Degree in Banking, Finance, Business Administration, Economics, or related commercial field. Professional qualifications (e.g., IOBZ, ACCA, or Credit Management Diploma) are strongly preferred.
Minimum 4-6 years of progressive experience in micro-finance, retail lending, or SME credit operations, with at least 2 years in a managerial or senior supervisory role (e.g., Credit Operations Manager, Branch Manager, Head of Operations).
Deep mastery of micro-lending dynamics, cash-flow underwriting, collateral assessment, debt recovery strategies, and credit scoring mechanisms.
Demonstrated capability in managing high-volume transactional pipelines, enforcing accountability, and leading frontline lending teams.
Proficient in Core Banking Systems (CBS), digital lending workflows, and advanced data reporting using MS Excel/Google Sheets.
High commercial acumen, impeccable integrity, decisive leadership, robust negotiation skills, and a process-oriented mindset.

Salary

A competitive executive remuneration package with performance-linked incentives and group benefits will be offered to the successful candidate, commensurate with seniority and experience.

How to Apply

Apply by email: info@josephrobertsgroup.com

Frequently Asked Questions

What qualifications and certifications are typically required for a Head of Service role in Zimbabwe's finance sector?

Most employers require a degree in Finance, Accounting, Business Administration, or a related field. Professional certifications such as ACCA, CIMA, CA Zimbabwe, or CIS are highly valued and often essential for senior roles. Additionally, 8-12 years of progressive experience in financial services or banking is typically expected.

What are the typical day-to-day responsibilities of a Head of Service in a Zimbabwean financial institution?

Daily responsibilities include overseeing client service operations, managing team performance, ensuring regulatory compliance with RBZ guidelines, and resolving escalated customer issues. You will also liaise with internal departments, prepare management reports, and drive service improvement initiatives. Strong stakeholder engagement with corporate clients is usually a core focus.

How does workplace culture and management style typically function in Zimbabwe's finance sector?

Zimbabwean financial institutions generally maintain formal hierarchies with clear reporting lines and respect for authority. Punctuality, professional dress, and relationship-building are highly valued. Decision-making often involves consultation with senior leadership, and networking within industry circles can significantly influence career advancement.

What career progression opportunities exist after serving as Head of Service in Zimbabwe?

Progression typically leads to executive roles such as Director of Operations, Chief Operating Officer, or Managing Director within financial institutions. Some professionals transition into consulting or establish independent advisory practices. Regional mobility within SADC markets is also a viable path for experienced executives.

What benefits are commonly offered for senior finance roles in Zimbabwe?

Standard benefits usually include medical aid coverage, pension contributions, and annual leave entitlements as prescribed by Zimbabwean labour law. Many employers also provide performance bonuses, vehicle or transport allowances, and group life insurance. Specific packages vary considerably by institution size and profitability.

How should I apply for a Head of Service position, and what do Zimbabwean employers prioritize in candidates?

Applications are typically submitted through company career portals, LinkedIn, or executive recruitment firms operating in Harare. Employers prioritize proven leadership experience, regulatory knowledge, and local market expertise. A well-crafted CV highlighting measurable achievements and strong references from previous senior roles significantly strengthens your candidacy.