Director of Organisational Effectiveness and Performance at Inkomoko
Job Description
Job Summary
This role supports Inkomoko to ensure organisational effectiveness, knowledge management, execution discipline, performance management, clarity of communication, and operational follow-through across our fast-scaling organization.
This role will design and embed the core operating system of the organization—how goals are set, performance is tracked, decisions are made, teams are held accountable and how knowledge and learning flourishes. The focus is to ensure that strategy translates into execution, and that teams are enabled to deliver high-quality, timely results.
Success in this role means that performance is visible, predictable, and continuously improving, and that teams spend less time navigating processes and more time delivering impact for clients.
The role combines high-level coordination, strong communication, and hands-on execution to keep priorities moving, unblock teams, and ensure the COO’s strategy translates into measurable results across operations, risk, and scale-up initiatives.
Key Duties & Responsibilities
1. Process Excellence & Continuous Improvement
- Lead end-to-end process reviews across key workflows (e.g., client journey, loan processing, staff journey, security, safeguarding, procurement)
- Identify inefficiencies and implement simplified, scalable processes
- Drive a culture of continuous improvement and operational excellence
- Support teams to adopt and sustain improved ways of working
- Lead and support priority projects under the COO, including scale-up initiatives and new country readiness
- Coordinate and manage consultants supporting operational transformation initiatives
- Track delivery against key operational KPIs and escalate risks or delays
2. Enterprise level Operations, Risk, Security Systems & Performance Tracking
- Support the COO and Director of Risk in strengthening enterprise risk management, including risk tracking and mitigation follow-up
- Coordinate initiatives related to security, safeguarding, legal/contracting, and operational standards
- Support digital transformation efforts by improving visibility, dashboards, and reporting systems
- Ensure operational policies and standards are documented, communicated, and implemented consistently
- Support COO in corporate performance tracking
3. Knowledgement Management:
- Lead an organisation-wide Knowledge Management approach that captures, connects, and applies learning across programs, operations, strategy, and support functions
- Embed structured learning into organisational rhythms (reviews, planning cycles, retrospectives, and leadership forums) to drive continuous improvement
- Enable cross-functional and cross-country learning to strengthen consistency, share best practices, and accelerate innovation at scale
- Ensure insights from across the organisation directly inform strategic and operational decision-making, improving speed, quality, and alignment
- Strengthen institutional memory by ensuring key knowledge, decisions, and ways of working are documented, accessible, and reusable across the organisation
- Build a culture of learning, reflection, and adaptation that enhances organisational effectiveness, resilience, and impact across all levels
4. Communications & Alignment
- Draft and refine high-quality internal and external communications (presentations, updates, reports)
- Translate strategy into clear, actionable messaging for teams across countries
- Drive alignment across departments by ensuring consistent messaging and priorities
- Facilitate workshops, leadership meetings, and cross-functional planning sessions
5. Executive Coordination
- Organize Office of COO Leaders meetings, as well as other key meetings/forums across the enterprise
- Prepare strategic briefing notes, talking points, and decision memos for internal and external engagements
- Coordinate Office of COO board reports
- Track action items from leadership meetings and ensure timely follow-through
- Represent the COO in meetings where appropriate and ensure clear communication back to teams
- Coordinate Board and executive-level materials in collaboration with leadership
Educational Qualifications, Experience, & Skills Required
- 8+ years of experience in operations, consulting, program management, or executive support roles
- Organisational effectiveness
- Prior experience supporting a senior executive (Chief of Staff or similar) strongly preferred
- Experience in high-growth, mission-driven or startup environments is an advantage
- Strong proficiency in productivity tools, data systems, and presentation platforms
- Bachelor’s degree required; Master’s degree is an advantage.
- Strong enterprise wide system, process experience
- Strong organisational skills
- Strong facilitation skills both in person and use of virtual facilitation tools
- Exceptional report writing experience
- Exceptional communicator: Clear, concise writer and confident facilitator across all levels
- Execution-focused: Strong ability to track details, manage follow-through, and deliver results
- Highly organized: Able to manage multiple priorities with precision and discipline
- Problem solver: Quickly identifies issues and drives practical solutions
- Trusted partner: Exercises sound judgment, discretion, and integrity
- Adaptable and resilient: Thrives in a fast-paced, high-growth environment
Core Competencies
We are looking for someone who;
- Thinks and Plans Strategically – Identifies opportunities using future-focused thinking (5+ years ahead); creates a strategic path to operationalize work plans
- Coaches – Facilitates skill development by asking the right questions and providing motivational feedback; enables others and builds their confidence and self-esteem to solve problems independently.
- Manages Complexity – Making sense of information to effectively solve problems
- Leadership – Operates with commitment to values and culture, while supporting the growth and development of others.
