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:

Operations Manager

Staffify Outsourcing Limited