About Us
Agriculture is the key to unlocking a better future for billions of people. But while rural families sustain the world, they struggle to sustain themselves. At the same time, they face increasingly urgent challenges, from volatile crop prices to extreme weather.
Root Capital is an impact investor that provides financing and business training to agricultural enterprises in Africa, Asia, and Latin America. Since 1999, we have loaned over $2B to more than 800 businesses that are too big for microloans but too small for commercial lenders, and have trained more than twice as many businesses. As these businesses succeed and scale, they become engines of impact for local communities, raising incomes, creating jobs, expanding opportunities for women and young people, preserving nature, and building rural prosperity.
Headquartered in Cambridge, Massachusetts, Root Capital has more than 180 employees operating in more than a dozen countries in Latin America, Africa, and Southeast Asia, and has associated offices in Costa Rica, Mexico, Nicaragua, Colombia, Peru, Ghana, and Kenya.
Position Overview
The Client Operations Analyst will engage with key stakeholders across Client Services, Risk Management, Credit Administration, Treasury, and Impact Monitoring Evaluation and Learning teams to analyze client- and data-related matters and implement solutions that drive operational efficiency. This role is critical in developing a robust operations analysis function to inform decision-making, ensure transparency in initiative prioritization, and support the adoption of data governance best practices across lending and advisory processes.
The Client Operations Analyst will deliver top-tier user support, ensuring stakeholders and system users can effectively leverage tools, processes, and data. The role will support effective project execution, system optimization, and process improvements by strengthening business workflows, enhancing data quality, and improving system functionality and user adoption. Working cross-functionally, the analyst will gather requirements, align priorities, and contribute to successful implementation of projects and system enhancements. This position emphasizes analytics, reporting, and continuous improvement to ensure high-quality outcomes, seamless operations, and lasting impact across Client Services, Investments, and Risk Management.
Duties & Responsibilities
Purpose (10%)
- Facilitate successful project lifecycles for small- to medium-scale initiatives, fostering collaboration among multiple stakeholders and managing interdependent tasks.
- Communicate data stewardship and governance best practices
- Contribute to policy development and operational analysis
- Enhance system usability, reporting, and adoption (including Salesforce, Intranet portals, and LMS)
Engagement (50%)
Stakeholder & Regional Engagement
- Field and monitor regional user support requests; triage, escalate, and identify trends
- Serve as regional point of contact to assess processes, procedures, and requested system changes
- Gather discovery materials and business requirements through engagement with regional stakeholders
- Synthesize regional input to inform prioritization and sequencing decisions
- Provide recommendations on project sequencing by applying established frameworks and consulting with regional stakeholders
- Build and sustain trusted relationships across regional stakeholders to ensure alignment and seamless cross-functional execution
Cross-Functional Coordination
- Engage with the Salesforce and Client Operations teams to support project scoping, contribute to solution design, analyze business processes, and help ensure successful project delivery aligned with stakeholder needs
- Engage with Client Operations Team to:
- Develop consistent procedures for client file quality and organization
- Support the development of, and publish user manuals and reference materials in parallel with system releases
- Maintain Client Operations project management tools
- Assist the Director of Client Operations in refining rollout and implementation processes and capturing lessons learned for continuous improvement
- Contribute to data stewardship efforts for Client Services and Risk Management, working in partnership with the Jr. Analyst
Policy & Governance Collaboration
- Present data-driven insights and ad hoc analysis to inform policy development
- Identify operational implications of new policies to inform decision-making
Present recommendations to streamline data validation processes and clarify data ownership roles
Delivery (40%)
Project Lifecycle & Implementation
- Engage with cross-functional teams to support the end-to-end management of small- to medium-scale projects.
- Analyze business process and provide data-driven analytics to validate solutions
- Organize for and conduct testing of system releases and new/updated features
- Assess implementation checklists and best practices to ensure effective rollout
- Initiate inputs for accurate and timely status reporting
Data Quality & Stewardship
- Collaborate with the Jr. Analyst to establish regular procedures and timelines for monitoring data quality
- Assess reports, coordinate feedback, and escalate trends to Client Service and, Investments and Credit Risk leadership
- Conduct consistent follow-up on automated/subscription data quality reports
- Develop recommendations aligned with data governance best practices
Systems, Reporting & Tools
- Deliver timely and effective user support to sustain business operations, strengthen user confidence, and drive successful system adoption.
- Develop and maintain regional Salesforce reports and dashboards, supporting with master/global reports and dashboards as needed.
- Solicit reporting needs from business units and develop new reports as features launch.
- Complete periodic audits of historical reports to maintain organized and up-to-date folders
- Maintain Advisory and Lending Intranet portals and LMS, including:
- Monitoring onboarding and training content for accuracy.
- Following up with content owners for updates.
- Providing technical support for content uploads and learning path development.
- Troubleshooting regional technical issues.
Required Skills and Experience
- 5+ years of relevant professional experience in business operations, data or business process analysis, systems management, and/or logistics support; experience within the financial services industry preferred but not required, ideally in a multi-geography environment.
- Demonstrated experience providing technical support to users, with emphasis on quick response time and patience with users at varying levels of technical ability.
- Bachelor’s degree in business administration, finance, economic development, or related field strongly preferred.
- Service-oriented and system-oriented mindset with the ability to proactively identify and address team and program needs; creative thinker and proactive problem solver.
- Self-motivated to independently learn new systems and technology.
- Ability to manage competing priorities and make informed decisions swiftly as urgent issues arise.
- Attention to detail is a must.
- Strong analytical abilities and experience with data collection and management required, including demonstrated understanding of data analysis, knowledge management, and data governance concepts.
- Fluency in written and spoken English required. Spanish language skills, or a demonstrated willingness to learn, are considered a plus.
- Strong written and oral communication skills, including a demonstrated ability to articulate instructions for how to use tools, systems, etc.
- Strong organization skills with the ability to follow up on pending items and to accomplish multiple tasks within agreed-upon timeframes through effective prioritization of duties.
- Strong technology skills, with direct experience and demonstrated confidence in the use of Salesforce, Google platform, and Microsoft Office suite highly prioritized.
- Authorized to work in Kenya.
Applications
Applications are accepted on a rolling basis. Candidates are encouraged to apply using the form below as soon as possible, making sure to include a resume and cover letter that describes your interest, qualifications, language abilities, salary requirements, and how you learned of the position. Finalist candidates will be required to provide at least three work-related references.
Root Capital provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, creed, religion, sex, national origin, ancestry, active military or veteran status, age, physical or mental disability, medical condition, pregnancy (which includes pregnancy, childbirth, medical conditions related to pregnancy and childbirth, and breastfeeding and expressing breast milk), sexual orientation, gender, gender identity, gender expression, genetic information, or any other characteristic protected by law. Root Capital is committed to creating a dynamic work environment that upholds our leadership principles of: empowerment, equity, integrity, service, and transparency.
