Operations Manager

Responsibilities:

Operations Management:

• Oversee daily operational activities across vault, customer service, and back-office functions,  ensuring adherence to SLAs, SOPs, and control frameworks. 
• Develop and maintain operational plans, resource schedules, and performance metrics to optimise efficiency and service quality. 
• Supervise the integration of new systems and technologies (e.g., CRM, SAGE, ERP) to strengthen operational performance and reporting accuracy. 
• Ensure smooth coordination between Operations, Finance, Security, and Customer Experience teams. 
• Review operational processes periodically, identifying gaps, bottlenecks, or risk exposures, and propose improvements. 
• Lead business continuity planning, including risk assessment, scenario simulation, and recovery procedures. 
• Prepare periodic operational reports for management and board review, highlighting key performance trends and improvement actions. 

Human Resources Leadership:

• Provide strategic direction for HR planning, recruitment, onboarding, and workforce development.
• Oversee the implementation of performance appraisal systems, reward structures, and career development initiatives. 
• Ensure compliance with labour laws, industrial relations, NDIC requirements, and company HR  policies. 
• Manage staff welfare, medicals, pensions, and benefits administration in line with statutory and internal frameworks. 
• Lead training, coaching, and capacity-building programs to strengthen staff competence and morale.
• Drive a culture of accountability, teamwork, and service excellence through continuous engagement and recognition.
• Oversee disciplinary and grievance management processes, ensuring fairness, documentation, and alignment with due process.
• Partner with department heads to ensure workforce planning aligns with strategic objectives and operational needs. 
• Support organisational development (OD) initiatives, including structure reviews, change management, and role clarity. 

Administration and Corporate Services:

• Oversee general administration, procurement, logistics, and facilities management.
• Ensure the efficient operation and maintenance of office facilities, equipment, and vehicles.
• Supervise administrative staff, drivers, and support teams, enforcing discipline and accountability.
• Monitor inventory, supplies, and vendor relationships to ensure value, compliance, and timely replenishment. 
• Coordinate corporate protocol functions, including event management, travel logistics, and interdepartmental communication. 
• Maintain company records, correspondence, and documentation in accordance with data protection and confidentiality standards.
• Lead improvements in administrative processes to enhance efficiency and reduce overheads. 8. Support management in compliance reporting, audits, and regulatory interactions.

Governance, Risk, and Compliance:

• Collaborate with the Governance & Business Control unit to enforce process compliance and internal control measures. 
• Ensure adherence to NDIC, tax, labour, and corporate governance regulations. 
• Identify operational risks and implement control mechanisms to safeguard company assets and reputation. 
• Review reports of incidents, customer complaints, and operational anomalies for timely resolution and learning. 
• Champion ethical conduct and ensure full confidentiality in handling company information and personnel matters. 
• Prepare monthly management summaries on HR, admin, and operations performance metrics. 

Requirements:

• Bachelor’s degree in Business Administration, Management, Human Resources, or related discipline (required). 
• Postgraduate qualification (MBA or MSc in Management / HRM) is an advantage. Experience: 
• 10 years’ progressive experience in operations, HR, or administrative leadership.
• Proven track record of managing people, processes, and systems in a structured or service-based environment. 
• Prior experience in financial services, logistics, or security operations preferred. Certifications (Preferred): 
• CIPM, SHRM, or PHR for HR leadership.
• PMP or PRINCE2 for operational/project management. 
• ISO 9001 / 45001 or related certification an advantage. 
• Strong command of Microsoft Office Suite (Word, Excel, PowerPoint). 
• Familiarity with SAGE, CRM, HRIS, and workflow automation tools. 
• Ability to interpret and analyse operational and HR data for management decision-making. 

Key Skills and Competencies:

• Operational Leadership – proven ability to translate strategic objectives into day-to-day execution.
• Human Capital Management – strong command of recruitment, engagement, and performance frameworks. 
• Administrative Governance – structured, detail-oriented approach to process and facility management. 
• Change and Process Management – capable of designing, implementing, and monitoring operational improvements. 
• Analytical and Strategic Thinking – ability to synthesise data into actionable insights.
• Communication and Negotiation – effective with internal and external stakeholders across all levels. 
• Integrity and Confidentiality – trusted custodian of sensitive business and personnel information.
• Problem-Solving and Decision-Making – sound judgment in balancing business priorities with human factors. 
• Resilience and Flexibility – capable of working under pressure and adapting to evolving business realities. 
• Cultural and Emotional Intelligence – respectful of diversity, fairness, and staff welfare in all interactions. 

Key Performance Indicators:

• Operational efficiency and SLA compliance rate. 
• Accuracy and timeliness of HR and administrative reporting. 
• Reduction in operational risks, incidents, and downtime. 
• Staff retention, morale, and training participation rates. 
• Audit and compliance outcomes (internal/external). 
• Cost savings and process improvement achievements. 
• Management satisfaction with coordination and execution

Remuneration: NGN 600,000