Africa Finance Corporation (AFC) is hiring a Service Delivery & Operational Excellence Lead (Job Reference: SDOP626) who will serve as the central coordination point for the design, implementation, and monitoring of Service Level Agreements (SLAs) across all departments and divisions.
The role reports structured progress on SLA performance and implementation to the Chief Financial Officer and will help embed AFC’s core values into policies, processes, and day-to-day operations.
Key Responsibilities
– Leading the organisation-wide development, negotiation, and formalisation of SLAs aligned with divisional mandates.
– Designing and maintaining frameworks to track service delivery performance against agreed SLAs, identifying gaps, and driving remediation.
– Championing continuous improvement using methodologies such as Lean or Six Sigma, and supporting the documentation and standardisation of internal processes.
– Working with HR, Communications, and leadership teams to embed corporate values and promote accountability and professionalism.
– Building strong working relationships with department and division heads, acting as a trusted adviser on operational performance, and engaging external benchmarks and peer networks.
Requirements
– First degree in Business Administration, Management, Operations, or a related field (MBA, MSc, or relevant postgraduate qualification is an advantage).
– Minimum of 7–10 years of progressive experience in operations management, service delivery, or organisational effectiveness, preferably within a financial institution, development finance institution, or similarly regulated environment.
– Professional certification in project management, process improvement, or service management (e.g., PMP, Lean Six Sigma Black Belt, ITIL) is desirable.
– Strong analytical, stakeholder management, and executive reporting skills, with high proficiency in performance reporting tools, MS Excel, and PowerPoint.
– Familiarity with AI-powered productivity and process management tools is an asset.
How to Apply
Interested candidates should send their CV and cover letter to careers@africafc.org, indicating the Job Reference in the subject line.
The application deadline is **30 August 2026**.
