Department: Maids Services
Reports to: Business Operations Manager / CEO
Duty Station: Ntinda, Kampala
Employment Type: Full-Time

1. Job Purpose

The Maids Officer is responsible for the overall management, growth and operational performance of Lafab Solutions' Domestic Workers Placement service.

The Officer will independently manage the entire business, including client acquisition, domestic worker sourcing, screening, vetting, placement, agent management, customer service, replacements and post-placement follow-up.

The successful candidate must combine business development, recruitment and operations management skills to build a reliable, customer-focused and profitable service. The Officer is accountable for achieving the business's sales, placement, customer satisfaction and financial targets.

2. Key Responsibilities

A. Business Development and Revenue Growth

• Develop and implement strategies to grow the Maids service and increase successful placements.
• Identify, prospect and acquire clients through direct marketing, telephone calls, WhatsApp, referrals, partnerships and other channels.
• Convert client enquiries into paying customers through effective communication, follow-up and sales.
• Build relationships with individuals and organisations that can generate regular client referrals.
• Identify opportunities to increase repeat business, customer referrals and revenue.
• Monitor sales performance and implement strategies to achieve business targets.

B. Domestic Worker Sourcing and Recruitment

• Maintain a continuous pipeline of qualified and available domestic workers.
• Source housemaids, nannies, cooks, housekeepers, caregivers and other domestic support workers through referrals, agents, advertisements and existing databases.
• Recruit and interview candidates to assess their experience, skills, attitude and suitability.
• Maintain an organised database showing workers' qualifications, experience, location, salary expectations and availability.
• Develop referral systems to encourage domestic workers and other networks to introduce new candidates.

C. Screening, Vetting and Quality Assurance

• Ensure domestic workers undergo appropriate screening and vetting before placement.
• Verify identities, qualifications, employment history and professional references where applicable.
• Coordinate required medical examinations and criminal background checks, with appropriate consent.
• Assess practical skills such as cleaning, cooking, childcare and household management.
• Maintain accurate verification records and ensure candidates meet client requirements.

D. Client Management and Placement

• Handle all client enquiries and manage the process from initial engagement to successful placement.
• Understand household requirements, candidate preferences, salary budgets and working arrangements.
• Explain service fees, placement procedures, payment terms and replacement policies.
• Match suitable domestic workers to clients and coordinate interviews.
• Facilitate agreement on salaries, duties, working hours, accommodation and other employment conditions.
• Coordinate placement documentation and confirm successful deployment.

E. Worker Welfare and Customer Satisfaction

• Maintain communication with domestic workers and address their concerns and welfare issues.
• Promote professional conduct and respectful working relationships between clients and workers.
• Handle complaints and disputes and coordinate appropriate resolutions.
• Manage replacement requests in accordance with company policies.
• Conduct post-placement follow-ups and implement measures to reduce unsuccessful placements.
• Maintain strong client relationships and encourage repeat business.

F. Maids Agents and Referral Programme Management

• Recruit, onboard and manage Maids Agents and independent referral partners.
• Develop strategies to increase active agents and referrals.
• Communicate referral procedures, commission arrangements and performance expectations.
• Track agent activities, referrals and performance.
• Coordinate referral payments in accordance with company policies.
• Build relationships with community networks and other referral partners.

G. Operations, Administration and Marketing

• Take full ownership of the day-to-day operations of the Maids service.
• Ensure all enquiries, candidates, placements, replacements and payments are properly recorded in the company's management system.
• Monitor client pipelines, available workers, pending placements, revenue and operational expenses.
• Work with the Marketing Team to develop and implement effective promotional campaigns.
• Identify market opportunities, monitor competitors and recommend improvements to service packages and pricing.
• Ensure compliance with company procedures, data protection requirements and applicable employment laws.
• Prepare regular operational and financial performance reports.

3. Performance Targets and KPIs

The Officer will be evaluated based on:

• Number of new paying clients acquired per month.
• Number of successful domestic worker placements.
• Monthly revenue generated against targets.
• Number of qualified and available domestic workers recruited.
• Number of active Maids Agents and referral partners.
• Number of qualified referrals generated.
• Conversion rate of client enquiries into paying placements.
• Average time taken to fulfil client requests.
• Compliance with screening and vetting procedures.
• Client satisfaction and placement retention rates.
• Replacement rate and effectiveness of replacement management.
• Accuracy of operational and financial records.

4. Qualifications and Experience

• Diploma or Bachelor's degree in Human Resource Management, Business Administration, Sales and Marketing, Social Sciences or a related field.
• At least two years' experience in recruitment, staffing, domestic worker placement, business development, customer service or operations management.
• Proven ability to generate leads, acquire clients and convert enquiries into sales.
• Experience managing recruitment processes, customer relationships or referral networks.
• Ability to maintain databases, operational records and performance reports.
• Familiarity with WhatsApp Business, digital marketing, CRM and workforce management systems.
• Experience managing agents or referral partners is an added advantage.

5. Required Skills and Competencies

• Strong business development, sales and negotiation skills.
• Recruitment, interviewing and candidate assessment skills.
• Excellent communication and customer relationship management.
• Ability to manage multiple clients, candidates and placements simultaneously.
• Strong organisational and problem-solving abilities.
• High integrity, confidentiality and attention to detail.
• Financial awareness and ability to monitor revenue, costs and profitability.
• Initiative, accountability and ability to work independently with minimal supervision.
• Strong commitment to customer satisfaction and service quality.

6. Reporting and Accountability

The Maids Officer reports to the Business Operations Manager or CEO and is directly accountable for the overall performance of the Maids service.

The Officer must:

• Submit weekly reports on sales, client enquiries, worker sourcing, placements, agent performance and operational challenges.
• Prepare monthly reports covering revenue, placements, costs, replacements and customer satisfaction.
• Maintain an updated client, candidate and placement pipeline.
• Escalate significant operational challenges and recommend improvements.
• Take responsibility for coordinating all activities relating to the Maids service, including support required from other departments.

7. Expected Outcomes Within the First Six Months

The successful candidate should have:

1. Established a growing database of qualified, vetted and available domestic workers.
2. Built a consistent pipeline of prospective clients and paying customers.
3. Developed an active network of Maids Agents and referral partners.
4. Established an efficient sourcing, screening, matching and placement process.
5. Improved placement turnaround time and customer satisfaction.
6. Established effective replacement and post-placement follow-up systems.
7. Demonstrated measurable growth in monthly revenue and successful placements.
8. Established accurate operational and financial reporting.

8. Personal Attributes

The ideal candidate must be entrepreneurial, proactive, trustworthy, highly organised and comfortable taking full responsibility for a business operation.

The successful candidate must approach the Maids service as a business they are responsible for growing, managing and making successful, rather than simply performing recruitment and administrative duties.

• Develop and implement strategies to grow the Maids service and increase successful placements.
• Identify, prospect and acquire clients through direct marketing, telephone calls, WhatsApp, referrals, partnerships and other channels.
• Convert client enquiries into paying customers through effective communication, follow-up and sales.
• Build relationships with individuals and organisations that can generate regular client referrals.
• Identify opportunities to increase repeat business, customer referrals and revenue.
• Monitor sales performance and implement strategies to achieve business targets.
• Maintain a continuous pipeline of qualified and available domestic workers.
• Source housemaids, nannies, cooks, housekeepers, caregivers and other domestic support workers through referrals, agents, advertisements and existing databases.
• Recruit and interview candidates to assess their experience, skills, attitude and suitability.
• Maintain an organised database showing workers' qualifications, experience, location, salary expectations and availability.
• Develop referral systems to encourage domestic workers and other networks to introduce new candidates.
• Ensure domestic workers undergo appropriate screening and vetting before placement.
• Verify identities, qualifications, employment history and professional references where applicable.
• Coordinate required medical examinations and criminal background checks, with appropriate consent.
• Assess practical skills such as cleaning, cooking, childcare and household management.
• Maintain accurate verification records and ensure candidates meet client requirements.
• Handle all client enquiries and manage the process from initial engagement to successful placement.
• Understand household requirements, candidate preferences, salary budgets and working arrangements.
• Explain service fees, placement procedures, payment terms and replacement policies.
• Match suitable domestic workers to clients and coordinate interviews.
• Facilitate agreement on salaries, duties, working hours, accommodation and other employment conditions.
• Coordinate placement documentation and confirm successful deployment.
• Maintain communication with domestic workers and address their concerns and welfare issues.
• Promote professional conduct and respectful working relationships between clients and workers.
• Handle complaints and disputes and coordinate appropriate resolutions.
• Manage replacement requests in accordance with company policies.
• Conduct post-placement follow-ups and implement measures to reduce unsuccessful placements.
• Maintain strong client relationships and encourage repeat business.
• Recruit, onboard and manage Maids Agents and independent referral partners.
• Develop strategies to increase active agents and referrals.
• Communicate referral procedures, commission arrangements and performance expectations.
• Track agent activities, referrals and performance.
• Coordinate referral payments in accordance with company policies.
• Build relationships with community networks and other referral partners.
• Take full ownership of the day-to-day operations of the Maids service.
• Ensure all enquiries, candidates, placements, replacements and payments are properly recorded in the company's management system.
• Monitor client pipelines, available workers, pending placements, revenue and operational expenses.
• Work with the Marketing Team to develop and implement effective promotional campaigns.
• Identify market opportunities, monitor competitors and recommend improvements to service packages and pricing.
• Ensure compliance with company procedures, data protection requirements and applicable employment laws.
• Prepare regular operational and financial performance reports.

• Strong business development, sales and negotiation skills.
• Recruitment, interviewing and candidate assessment skills.
• Excellent communication and customer relationship management.
• Ability to manage multiple clients, candidates and placements simultaneously.
• Strong organisational and problem-solving abilities.
• High integrity, confidentiality and attention to detail.
• Financial awareness and ability to monitor revenue, costs and profitability.
• Initiative, accountability and ability to work independently with minimal supervision.
• Strong commitment to customer satisfaction and service quality.
• Familiarity with WhatsApp Business, digital marketing, CRM and workforce management systems.

• Diploma or Bachelor's degree in Human Resource Management, Business Administration, Sales and Marketing, Social Sciences or a related field.
• At least two years' experience in recruitment, staffing, domestic worker placement, business development, customer service or operations management.
• Proven ability to generate leads, acquire clients and convert enquiries into sales.
• Experience managing recruitment processes, customer relationships or referral networks.
• Ability to maintain databases, operational records and performance reports.
• Experience managing agents or referral partners is an added advantage.