The Operations Manager will assist the Country Director with the development and sustainability of a high impact savings group program. The role will focus on operations management, personnel management and support, quality systems and processes, meaningful relationship management (churches, headquarters and local staff, donors), quality assurance, monitoring and evaluation, agriculture support, and expertise supporting the establishment, delivery, and continuous improvement of the savings group programs. The Operations Manager’s role will include a core group of primary responsibilities as well as other responsibilities detailed below.

Promote and fulfill the mission and vision of HOPE International. 

Operations Management 

• Assist the Country Director to develop strategic plans and annual plans (objectives and targets). 
• Assist the Country Director and Savings Group Ministry Team to achieve or exceed annual goals within established budget. 
• Assist Country Director to ensure that the program activities are following industry standards and best practices for SGs. 
• Support the Administration and Finance Manager and Country Director in budgeting and operational reforecast processes by supplying relevant data. 
• Ensure that all operations are executed within the approved budget framework. 
• Oversee the annual training, monitoring & evaluation, spiritual integration, and quality assurance budget. 

Program Quality  

• Support mid-year and annual program reviews and produce action plans to improve program performance. 
• Provide recommendations to improve the effectiveness of operational policies and procedures for the program. 
• Collaborate with the global support team to ensure program activities are following HOPE Saving Groups standards and best practices for Saving Groups. 
• Support completion of the Annual Ministry Assessment (AMA) for partners and partner staff. 

Personnel Management 

• Provide support, coaching, capacity building and supervision to the Training Coordinator, Spiritual Integration Coordinator, and Quality Assurance Officer to ensure that HOPE Malawi meets training, quality, and spiritual integration goals and objectives. This includes assisting staff in setting performance goals and conducting performance appraisals.  

Partner Management  

• Provide oversight over partner planning, budgeting, implementation, and evaluation to ensure that all partner operations are executed within the approved budget framework and meet set objectives.  
• Participate in the review of partner quarterly budgets and document the review process.  
• Participate in regular meetings with senior partner leadership.  
• Ensure partner staff are well informed of best practices and expectations of operations. 
• Provide training and follow up with partner staff on operations as needed.  
• Ensure updated information on partners is available, including mapping of the denominations’ churches, and work with partner leadership and CD to identify and plan for regional expansion.  
• Provide support and capacity building to partner staff.  

Relationship Management  

• Assist the Country Director by representing HOPE International’s various interests at stakeholders’ meetings when requested.  

Project Management  

• Take ownership of managing major projects within the program, especially those projects that cut across program functions and involve both program and global support staff (CSU). These may include changes to technology, methodology, and products/services, etc. Wherever possible, mentor other staff in project management to build capacity.  
• Support other departments in moving major projects forward and in improving project management tools.  
• Support other staff members in the development of familiarity and expertise with HOPE tools and technology such as Quill, Power BI, Adaptive, Asana, and Excel, whenever necessary.  

Management of Data Systems & Reporting  

• Review quality assurance, training, spiritual integration, and other operational reports on regular basis and share relevant information and recommendations to stakeholders. 
• Ensure that HOPE Malawi data is updated timely and accurately in Quill and available for reporting to inform program performance and decision making.  
• Ensure the timely submission of operational reports required for internal reporting, donors, auditors, the local government, and other parties.  

Risk Management 

• Support the Country Director in Risk Action Planning (RAP) processes in collaboration with the Administration and Finance Manager.  
• Support the Country Director in the planning and preparation for internal operations audit.  
• Assist management in the review and identification of internal control gaps.  
• Recommend the mitigation of key operational and financial risks to senior management.  
• Ensure that all partners comply with the operational procedures of HOPE Malawi 

Enhance and implement Listening, Monitoring, & Evaluation (LM&E) Activities and Research 

• Work with global support team (CSU) to identify strategic areas to conduct listening, monitoring, and evaluation activities. 
• Help design and/or contextualize surveys both linguistically and culturally and make suggestions for improvement. 
• Project manage survey completion, including training and managing enumerators who administer the surveys in the field and ensure deadlines are met.  
• Develop, test, and implement new qualitative tools and provide feedback on efficacy and applicability.  
• Develop and implement action plans to respond to findings.  

Agriculture Support  

• Provide support, coaching, capacity building and supervision to the Agriculture Program Coordinator and Program Officer(s) to ensure that HOPE Malawi meets goals and objectives. This includes assisting staff in setting performance goals and conducting performance appraisals. 
• Oversee the annual Agriculture program budget.  
• Review agriculture reports on regular basis and share relevant information and recommendations with stakeholders. 

Spiritual Integration and Christian Witness 

• Actively participate in bi-weekly devotions, monthly meetings and quarterly retreats for HOPE staff to maintain a focus on the program’s Christ-centered mission and to promote spiritual growth among HOPE Malawi staff and partners.  
• Ensure a personal healthy spiritual balance within family, work, and church life through the adoption of Biblical, personal, and spiritual disciplines. 
• Ensure that all Spiritual Integration activities within the Savings Group program are implemented and managed. 

Other Duties 

• Engage in effective interaction with donors.  
• Provide oversight into planning and execution of field visits by donors and friends of HOPE and act as point person with headquarters’ marketing staff on the same.  
• Provide on-site assistance to headquarters’ marketing staff in relation to collecting member/group stories, images, and other marketing impact reporting needs.  
• Perform other duties as requested by the Country Director or global support team (CSU). 

• Born again Christian with strong faith and highly committed to the mission and vision of HOPE International.  
• A minimum of 5-7 years of professional experience in international development (NGO), ministry, contexts, or business.  
• At least 2 years’ work experience in operational management such as planning, supervising, and quality management  
• Excellent decision making and problem-solving skills  
• Excellent organizational skills such as managing multiple tasks  
• Good communication and interpersonal skills especially report writing and speaking skills  
• Good adaptability and change management skills such as openness to new ideas and processes that drive efficiency and innovations  
• Master’s degree in international/rural development preferred, Project Planning and Management or related discipline.  
• Skilled leader with excellent understanding of cross-cultural communications, multicultural workplace relationships, church relations, and the ability to relate to and effectively influence and motivate staff  
• Project management expertise, preferable multi-sector programs in rural areas  
• Highly organized with strong attention to detail  
• Assertive self-starter with demonstrated ability to work independently and in collaboration with a team  
• Fluent in spoken and written English.  
• Passion to help the underserved to regain hope, dignity, and the ability to support themselves and their families.  
• Demonstrated ability in use of applicable, technology systems, e.g. Excel, PowerPoint, and databases.  
• Willingness and ability to travel domestically and internationally as required (up to 70 nights a year).