- Job Purpose
The Operations Officer – Loan Officer Performance Management monitors, analyzes, and improves the performance of Loan Officers (LOs) so that the company achieves its lending, customer acquisition, and productivity targets. The position is the working link between the Digital Lending Performance Manager and the Loan Officers: making sure targets are clearly communicated, daily activity is tracked, performance gaps are identified early, and corrective actions are carried through to closure.
- Key Responsibilities
A. Performance Monitoring
- Monitor the daily, weekly, and monthly performance of assigned Loan Officers against their individual targets.
- Track disbursement volume, new customer acquisition, existing-customer (repeat) lending, and LO activity levels.
- Identify high-performing and underperforming Loan Officers early in each period.
- Maintain an up-to-date LO performance database and dashboard.
B. Target Management
- Communicate monthly and periodic targets to each Loan Officer.
- Break monthly targets into daily milestones and review progress at the 1–10, 11–20, and 21–month-end checkpoints.
- Follow up with Loan Officers who fall behind and agree specific corrective actions with them.
- Escalate persistent gaps to the Digital Lending Performance Manager.
C. Performance Improvement
- Hold regular follow-ups with underperforming Loan Officers.
- Identify the root causes of low productivity, low disbursement, and weak customer acquisition.
- Prepare, monitor, and close out Performance Improvement Plans (PIPs).
- Share proven practices from high-performing Loan Officers across the team.
- Recommend corrective actions based on documented performance results.
D. Customer Acquisition & Sales Performance
- Monitor new customer acquisition across the full funnel: leads generated, leads converted, applications, approvals, and disbursements.
- Follow up with Loan Officers who show low new-customer acquisition or weak conversion.
- Support initiatives to increase customer acquisition and loan utilization.
- Flag acquisition patterns that suggest poor-quality lending and refer them to the Credit Control team.
E. Data Analysis & Reporting
- Prepare daily, weekly, and monthly LO performance reports, including rankings and exception reports as required.
- Analyze trends and highlight significant changes in individual and team performance.
- Verify that LMS data and performance dashboards are consistent, and correct discrepancies.
- Provide data-driven recommendations to the Digital Lending Performance Manager.
F. Training & Coaching
- Identify training needs from observed performance gaps.
- Support the organization of LO training sessions.
- Coach Loan Officers on customer acquisition, loan application procedures, digital lending processes, product knowledge, and LMS use.
- Measure training effectiveness through subsequent performance results.
G. LMS & Operational Support
- Monitor LO activities and transactions through the LMS.
- Identify, document, and escalate system issues affecting LO performance to the relevant IT/Operations team, and follow up until closure.
- Support the assignment, activation, and operational readiness of new and reassigned Loan Officers.
H. Performance Review & Escalation
- Conduct regular performance reviews with assigned Loan Officers and keep records of discussions and agreed actions.
- Identify Loan Officers who repeatedly fail to meet minimum performance requirements and submit documented cases to the Digital Lending Performance Manager.
- Support contract continuation, PIP, suspension, or termination processes in line with approved company policy