Fondation Arrawaj features a culture primarily shaped by innovation, promoting creativity, agility and experimentation to drive impact and transformation. This orientation is strengthened by a competitive dimension, reflecting a strong focus on performance and results. Collaboration and organizational structure further contribute to the overall balance by supporting teamwork, accountability and structured ways of working. The environment appeals to autonomous, committed profiles who thrive in dynamic and evolving contexts. [+]

Main Mission:

The Operational Support Officer is responsible for monitoring tasks assigned by the unit head. They also ensure coordination with the network to ensure efficiency and performance.

Responsibilities and Tasks:

• Ensure follow-up of assigned actions


• Manage the flow with DCCP and the implementation of findings with the various Regional Directorates.


• Establish a monthly dashboard for monitoring action plans.


• Monitor and manage mobility requests from the network up to the communication of decisions.


• Establish and monitor the network's leave schedule to ensure compliance.


• Initiate and supervise purchase requests related to the Business Pole entities and the network.


• Ensure coordination of complaints, management of administrative documents, and oversee the monthly reassignment of MC and EDP portfolios.


• Implement dashboards to track and challenge network performance.


• Communicate indicators of underperforming branches to Regional Directorates for action through CAPs.


• Monitor network complaints and ensure they are processed within the given deadlines.


• Periodically ensure compliance with key milestones, including:


• Monitoring the IT equipment (PCs, printers, UPS) for replacement.


• Coordination with finance for the processing of management cash and corresponding cash advances.


• Preparation and delivery of quarterly supply campaigns in coordination with DAG.


• Monitoring cases of branches involved in CAPs and disciplinary committees via the ERP.

Education and Experience

• Education: Bachelor's degree (Bac+3) or higher in management, administration, finance, or any other relevant field.
• Experience: Previous experience in customer service, request management, project management; experience in the microfinance sector is a plus.

Personal Qualities

• Autonomy and ability to work remotely.
• Listening skills.
• Proactivity and ability to solve problems independently.
• Rigor, organization, and adherence to deadlines.

Technical Skills:

• Experience in operational management


• Good project management skills


• Communication skills.


• Ability to work in a team.


• Adaptability.


• Knowledge of the sector.

Interpersonal Skills:

• Excellent written and oral communication skills.


• Team spirit and collaboration with remote teams, especially the Network.

Organizational Skills:

• Rigor and organizational skills in managing requests.


• Ability to manage multiple requests simultaneously while respecting deadlines.


• Good time and priority management.