Head of Operations
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Job Summary
Our client is a recently acquired microfinance bank positioned for accelerated growth and operational transformation. It operates as a digital wealth management platform designed to facilitate seamless saving investment and financial management in one place.
The Company is seeking to hire a forward-thinking Head of Operations. The successful candidate will be responsible for the efficient secure and compliant management of the Banks branch operations back-office functions technology systems and service delivery. This role carries a dual mandate to sustain operational excellence within the current state-licensed MFB framework while simultaneously building the scalable structures processes and controls required to support the Banks planned transition to a National MFB license within five years. The role involves working closely with the MD/CEO CFO and Risk & Compliance Officer to achieve these strategic objectives.
- Provide direct oversight of all branches ensuring consistent adherence to CBN-approved operating procedures service standards and internal controls.
- Develop and enforce standardized branch operations manuals and SOPs replicable across existing and new branches.
- Oversee all back-office functions including payments loan disbursements account maintenance reconciliations vault management and cash-in-transit ensuring accuracy and full audit trail integrity.
- Manage the operational readiness process for new branch openings covering premises equipment staffing systems and CBN branch licensing.
- Set and enforce service quality standards across all customer touchpoints branch phone and digital channels in line with CBN Consumer Protection Framework requirements.
- Manage the Banks formal complaints handling process ensuring all complaints are logged resolved and reported within CBN-prescribed timelines.
- Ensure KYC/CDD BVN/NIN verification and customer onboarding processes are compliant efficient and scalable.
- Oversee the day-to-day availability performance and integrity of the core banking application across all branches managing relationships with the CBS vendor and IT service providers.
- Develop a technology scalability roadmap aligned with branch expansion plans and National MFB license requirements.
- Oversee digital and alternative channels (mobile banking USSD agency banking ATM/POS) ensuring security availability and fraud monitoring.
- Collaborate with the Risk & Compliance Officer to embed operational risk practices across all branches including incident reporting root-cause analysis and control gap remediation.
- Implement and monitor maker-checker controls dual-authorization frameworks and fraud prevention measures across all operational processes.
- Develop test and maintain a Business Continuity Plan (BCP) and IT Disaster Recovery Plan (DRP) for all branches and critical systems.
- Oversee procurement facilities management and third-party service provider contracts across all branches ensuring value for money and policy compliance.
- Ensure all operational processes comply with CBN MFB Regulatory Guidelines AML/CFT/KYC rules payment system regulations and NDPA 2023.
- Monitor CBN circulars for operational implications and ensure timely implementation of required changes.
- Build lead and develop a disciplined high-performing operations team with clear accountability structures scalable to a multi-branch National MFB.
- Provide operational input into strategic planning branch expansion feasibility digital channel launches and new product implementations.
- Collaborate with EXCO members to ensure integrated decision-making and smooth execution of the Banks growth strategy.
- Work collaboratively with other EXCO members to achieve integrated decision-making and smooth implementation of strategy.
- Bachelors degree in Banking & Finance Business Administration Economics Accounting or a related field. MBA or postgraduate degree is an advantage.
- CIBN membership PMP/PRINCE2 or CISA certification is an added advantage.
- Minimum of 710 years in banking or financial services operations with at least 34 years in a senior operations or branch management leadership role.
- Demonstrated experience in a Microfinance Bank retail bank or multi-branch deposit-taking institution strongly preferred.
- Proven track record in designing and scaling operational processes SOPs and internal controls in a growing financial institution.
- Hands-on experience with core banking systems (e.g. Flexcube Temenos Mifos or comparable MFB platforms).
- Deep knowledge of CBN MFB regulatory requirements payment system rules (NIBSS NIP NEFT) and AML/CFT/KYC operational obligations.
- Strong process design capability; ability to build and replicate scalable SOPs and control frameworks across multiple branches.
- Sound understanding of operational risk internal controls and fraud prevention in a banking environment.
- Excellent leadership organizational and people management skills; ability to hold staff accountable and develop talent at all levels.
- High integrity attention to detail calm under pressure and sound operational judgment.
- Proficiency in MS Office; familiarity with core banking MIS and operations dashboards is an advantage. Excellent communication interpersonal and networking skills.
Required Skills:
Minimum of 710 years in banking or financial services operations with at least 34 years in a senior operations or branch management leadership role. Demonstrated experience in a Microfinance Bank retail bank or multi-branch deposit-taking institution strongly preferred. Proven track record in designing and scaling operational processes SOPs and internal controls in a growing financial institution. Hands-on experience with core banking systems (e.g. Flexcube Temenos Mifos or comparable MFB platforms). Deep knowledge of CBN MFB regulatory requirements payment system rules (NIBSS NIP NEFT) and AML/CFT/KYC operational obligations. Strong process design capability; ability to build and replicate scalable SOPs and control frameworks across multiple branches. Sound understanding of operational risk internal controls and fraud prevention in a banking environment. Excellent leadership organizational and people management skills; ability to hold staff accountable and develop talent at all levels. High integrity attention to detail calm under pressure and sound operational judgment. Proficiency in MS Office; familiarity with core banking MIS and operations dashboards is an advantage. Excellent communication interpersonal and networking skills.
Required Education:
Bachelors degree in Banking & Finance Business Administration Economics Accounting or a related field. MBA or postgraduate degree is an advantage. CIBN membership PMP/PRINCE2 or CISA certification is an added advantage.
