Operations Manager

Responsibilities:

Operational Strategy & Process Optimisation

• Design, implement, and continually improve operational processes and SOPs across merchant onboarding, POS deployment, settlement, and customer support.
• Monitor key operational KPIs (up time, transaction success rate, settlement timeliness, TATs) and implement corrective actions to meet targets.
• Coordinate with the Product, Tech, and Growth teams to optimise processes for speed, scalability, and reliability.
• Lead automation initiatives to reduce manual interventions and operational risk.

POS Deployment & Asset Management

• Oversee end-to-end POS terminal lifecycle — procurement, configuration, inventory management, deployment, maintenance, and retrieval.
• Coordinate with OEM partners (e.g., Urovo, Sunmi) and logistics vendors to ensure timely deliveries.
• Maintain accurate inventory records and ensure all terminals are properly tagged and g e o - lo c a t e d .
• Track field agent performance and turnaround time for deployment, swaps, and repairs

Transaction Monitoring & Settlement

• Supervise daily transaction monitoring to ensure smooth processing across all integrated processors (Interswitch, Spoutpay, Unified Payments, Zone, etc.).
• Collaborate with Finance and Reconciliation teams to ensure accurate and timely settlement to merchants and partners.
• Manage operational escalations related to failed transactions, chargebacks, or reversals.
• Support treasury operations to maintain liquidity for settlement obligations.

Partner & Stakeholder Management

• Liaise with partner banks, aggregators, processors, and telecoms to resolve issues promptly.
• Manage service level agreements (SLAs) with partners and internal teams.
• Work closely with Compliance to ensure regulatory and CBN requirements are met across all operational activities.

Team Leadership & Performance Management

• Lead and develop the Operations Team — including field officers, logistics coordinators, reconciliation officers, and customer support staff.
• Define clear KPIs and deliverables for each team member; drive accountability and performance reviews.
• Build a culture of execution, discipline, and continuous improvement within the operations function.

Risk, Compliance & Control

• Ensure adherence to operational controls, security protocols, and NDPR/CBN regulations.
• Identify and mitigate operational risks across the merchant network and internal processes.
• Maintain business continuity plans and crisis response procedures.

Requirements :

• Bachelor’s degree in business administration, Operations Management, Finance, or related field.
• Minimum of 5–8 years in operations management within fintech, banking, or payment services (POS, Agency Banking, PSSP/PTSP).
• Strong understanding of payment processing, settlements, and merchant management systems.
• Proven experience managing cross-functional teams and external vendors.
• Excellent analytical, problem-solving, and communication skills.
• Working knowledge of tools such as TMS, Switch dashboards, CRM systems, and BI tools
• Process Excellence & Execution Discipline
• Resilience and the ability to work in a high-pressure environment
• Analytical & Data-Driven Decision-Making
• People Leadership & Team Development
• Stakeholder & Partner Management
• Risk Awareness & Compliance Mindset
• Strong Communication & Coordination Skills