Chief Operations Officer (COO)

The Chief Operations Officer (COO) is responsible for planning, directing, coordinating, and monitoring all operational functions of HWMI. The COO will ensure efficient delivery of financial services, optimize operational processes, strengthen branch and portfolio performance, maintain compliance with policies and procedures, and support sustainable institutional growth.

The COO serves as a key member of the Executive Management Team and acts as the principal executive responsible for operational effectiveness, customer service quality, process improvement, and institutional performance.

1. Operational Leadership and Management

· Lead and oversee all operational activities of HWMI.

· Ensure efficient execution of operational plans and institutional objectives.

· Develop operational strategies aligned with the institution's strategic goals.

· Establish operational priorities and performance targets.

· Monitor branch and departmental performance across the institution.

· Ensure consistency and quality of operations throughout all branches and service points.

2. Branch Network Management

· Supervise and support branch operations nationwide.

· Ensure branches achieve portfolio growth, customer service, and operational performance targets.

· Conduct regular branch performance reviews and operational assessments.

· Develop strategies to improve branch productivity and profitability.

· Ensure standardized implementation of policies and procedures across all branches.

3. Credit Operations Oversight

· Oversee loan processing, loan disbursement, monitoring, and recovery operations.

· Ensure compliance with approved credit policies and procedures.

· Monitor portfolio quality indicators including Portfolio-at-Risk (PAR), delinquency, write-offs, and recovery rates.

· Coordinate closely with Risk Management and Credit Departments.

· Promote responsible lending practices and client protection principles.

4. Customer Experience and Service Delivery

· Develop and implement customer service excellence programs.

· Improve client satisfaction and retention.

· Ensure timely resolution of customer complaints and operational issues.

· Strengthen service quality standards throughout the institution.

· Promote customer-centric culture and practices.

5. Process Improvement and Operational Efficiency

· Analyze operational processes and identify improvement opportunities.

· Lead business process reengineering initiatives.

· Reduce operational costs while maintaining service quality.

· Improve productivity, efficiency, and turnaround times.

· Implement operational best practices and industry standards.

6. Risk Management and Internal Controls

· Ensure implementation of effective operational risk management systems.

· Strengthen internal controls and compliance mechanisms.

· Monitor operational risks and implement mitigation measures.

· Ensure adherence to audit recommendations and corrective actions.

· Support regulatory compliance initiatives across operational functions.

7. Regulatory Compliance

· Ensure operational compliance with applicable laws, regulations, and regulatory requirements.

· Support implementation of Anti-Money Laundering (AML), Counter-Terrorism Financing (CTF), Know Your Customer (KYC), and related compliance frameworks.

· Coordinate with regulatory authorities as required.

· Ensure timely operational reporting and regulatory submissions.

8. Digital Operations and Innovation

· Support digital transformation initiatives and technology adoption.

· Promote digital financial services and alternative delivery channels.

· Improve operational efficiency through automation and technology.

· Collaborate with IT and Digital Banking teams to implement innovative solutions.

9. Human Resource and Team Leadership

· Lead and mentor operational teams across the institution.

· Establish performance management systems for operational staff.

· Identify training and capacity-building requirements.

· Promote accountability, professionalism, and teamwork.

· Participate in recruitment, succession planning, and staff development initiatives.

10. Strategic Planning and Business Growth

· Contribute to institutional strategic planning processes.

· Support branch expansion and market development initiatives.

· Identify opportunities to improve outreach and operational capacity.

· Assist in achieving institutional growth and sustainability targets.

11. Reporting and Performance Management

· Prepare regular operational reports for the CEO and Executive Management.

· Monitor Key Performance Indicators (KPIs) and operational dashboards.

· Analyze performance trends and recommend corrective actions.

· Present operational performance updates to management and the Board when required.

Authority

The COO shall have authority to:

· Direct and manage day-to-day operational activities.

· Recommend operational policies and procedures.

· Supervise branch and operational managers.

· Approve operational expenditures within delegated authority.

· Recommend staffing and organizational improvements.

· Implement Board and CEO-approved operational strategies.

Education

Minimum:

· Master's Degree in Business Administration, Finance, Banking, Economics, Management, Public Administration, or a related field.

Preferred:

· MBA or Master's Degree in Banking, Finance, Operations Management, Economics, or related discipline.

· Professional certifications in banking, operations management, project management, risk management, or financial services are highly desirable.

Professional Experience

· Minimum 8–10 years of progressively responsible experience in banking, microfinance, financial services, or related sectors.

· Minimum 5 years in a senior management or executive-level operational role.

· Demonstrated experience managing branch networks and large operational teams.

· Proven experience in operational management, credit operations, portfolio management, and process improvement.

· Experience working with regulators, development partners, and financial institutions is highly desirable.

· Experience in Afghanistan or similar emerging markets is preferred.

Required Competencies

Leadership Competencies

· Strategic Thinking

· Executive Leadership

· Decision-Making

· Team Leadership

· Change Management

· Results Orientation

Technical Competencies

· Microfinance Operations

· Banking Operations

· Credit Administration

· Portfolio Management

· Operational Risk Management

· Regulatory Compliance

· Process Improvement

· Digital Financial Services

Behavioral Competencies

· Integrity and Professionalism

· Accountability

· Problem Solving

· Communication Skills

· Negotiation Skills

· Conflict Resolution

· Adaptability and Innovation

Language Requirements

· Fluency in English (Written and Spoken) – Mandatory.

· Fluency in Dari and/or Pashto – Mandatory.

· Additional international language skills are considered an asset.

Eligibility

HWMI welcomes applications from both national and international candidates who possess the qualifications, experience, and competencies required for this position. Selection shall be based solely on merit, professional qualifications, leadership capabilities, integrity, and demonstrated experience. International candidates must be willing and able to reside and work in Afghanistan and comply with all applicable legal, visa, and work permit requirements.

Key Performance Indicators (KPIs)

The COO's performance shall be evaluated against:

· Operational efficiency and productivity.

· Portfolio growth and portfolio quality.

· Branch performance and profitability.

· Portfolio-at-Risk (PAR) indicators.

· Loan processing turnaround times.

· Customer satisfaction levels.

· Compliance and audit performance.

· Cost management and operational effectiveness.

· Staff productivity and performance.

· Strategic plan implementation milestones.

Interested candidates shall submit:

1. Cover Letter.

2. Detailed Curriculum Vitae (CV).

3. Copies of academic and professional certificates.

4. Three professional references.

5. Copy of National ID or Passport.

Selection Process

The recruitment process may include:

1. Initial application screening.

2. Technical assessment.

3. Competency-based interview.

4. Presentation on operational improvement strategies for HWMI.

5. Reference and background verification.

6. Final interview with the CEO and Board-appointed committee.

Equal Opportunity Statement

HWMI is an equal opportunity employer committed to merit-based recruitment, diversity, integrity, and professional excellence. Applications are welcomed from both national and international candidates. Qualified female candidates are strongly encouraged to apply.

Application Eligibility

HWMI welcomes applications from both national and international candidates who meet the required qualifications, experience, and competency requirements outlined in this Terms of Reference. Candidates of all nationalities will be considered on the basis of merit, professional competence, leadership capability, and their ability to effectively lead and strengthen the institution. International candidates must be willing and able to reside and work in Afghanistan in accordance with applicable laws and regulations.