Operations Manager

Responsibilities:

Operations Management:

• Lead and oversee the daily operational activities of the fintech business.
  
• Develop and implement operational strategies that support business growth and scalability.
  
• Establish operational policies, SOPs, and service standards.
  
• Continuously improve operational efficiency through process optimization and automation.
  
• Ensure operational readiness for new products and service launches.

Process Improvement:

• Identify operational bottlenecks and implement process improvements.
  
• Standardize workflows across operational functions.
  
• Drive automation initiatives to improve efficiency and reduce manual intervention.
  
• Monitor operational performance and recommend corrective actions where necessary.

Customer Operations:

• Ensure seamless onboarding of customers and merchants.
  
• Oversee customer verification (KYC), account activation, and service fulfilment.
  
• Ensure timely resolution of customer operational issues.
  
• Monitor customer satisfaction metrics and implement improvement initiatives.
  

Risk, Compliance & Regulatory Operations:

• Ensure compliance with CBN regulations, AML/CFT requirements, NDPR, and other applicable laws. Work closely with Compliance and Risk teams to maintain operational controls.
  
• Ensure KYC, customer due diligence, sanctions screening, and fraud prevention processes are effective.
  
• Support internal and external audits.

Transaction Operations:

• Monitor payment processing and settlement operations.
  
• Ensure timely reconciliation of transactions.
  
• Investigate failed or disputed transactions and ensure prompt resolution.
  
• Coordinate with payment partners and financial institutions to resolve operational issues.

Vendor & Partner Management:

• Manage relationships with payment processors, banks, technology vendors, and third-party service providers.
  
• Monitor vendor performance against agreed service levels.
  
• Negotiate operational service agreements where applicable.

Performance Management:

• Establish operational KPIs and dashboards.
  
• Monitor productivity, turnaround time, service availability, and operational efficiency.
  
• Prepare periodic operational reports for executive management.
  
• Drive continuous improvement initiatives.
  

Team Leadership:

• Lead, coach, and develop the Operations team.
  
• Set performance expectations and conduct regular reviews.
  
• Build a high-performance culture focused on accountability and customer satisfaction.
  
• Identify training and development needs.
  

Incident & Business Continuity Management:

• Lead operational incident response and resolution.
  
• Ensure effective escalation and communication during service disruptions.
  
• Develop and maintain business continuity and disaster recovery operational plans.
  
• Conduct post-incident reviews and implement preventive measures.

Stakeholder Collaboration:

• Collaborate with Product, Technology, Finance, Risk, Compliance, Sales, and Customer Experience teams.
  
• Provide operational input into product design and business initiatives.
  
• Support strategic business growth through operational excellence.

Requirements:

• Minimum qualification of a BSC
• 4 years of previous experience in a similar role