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.