Head of Operations

Scope of the Role
The Head of Operations is responsible for the overall operations of the microfinance bank, including cash management, loan processing and disbursement, customer service, operational risk management, and compliance with regulations. Oversees the work of the operations team and develops and implements policies and procedures to ensure the smooth and efficient operation of the bank.
The head of operations also works with the management team to set strategic goals and objectives for the bank.

Responsibilities
• Assist with internal, external, and regulatory audits and examinations
• Oversee the overall operations of the microfinance bank, including cash management, loan processing and disbursement, customer service, risk management, and compliance with regulations.
• Responsible for effective and efficient deployment of the branches, team development, team morale, and implementation of micro-finance code of conduct at the various levels of operations.
• Develop strategies to minimize customer complaints and suggest ways of managing the public image of the Company.
• Liaise with the Financial Controller to ensure timely preparations of annual budget, quarterly budget review, forecasts, and business plans.
• Develop business relationships with potential customers as well as existing customers with the view to strengthening the Company’s customer relationship base.
• Analyze the business environment and make recommendations on the development of new products and enhance existing products to grow the Company’s customer base and outreach.
• Appraise the operational system in place and monitor the implementation of the Company’s operation manuals, making appropriate recommendations regarding the need for change.
• Coordinate the activities of the branch.
• Provide on-the-job training to all department staff, including new recruits and existing staff.
• Other duties as assigned by the Managing Director

Technical Knowledge / Minimum Requirements
• A minimum of First Degree or its equivalent in any discipline (additional qualification in any business-related discipline would be an advantage).
• Evidence that the candidate possesses proven skills and competencies in practical microfinance banking, have undergone the Microfinance Certification Program and obtained a Certificate in Microfinance Banking issued by the Chartered Institute of Bankers of Nigeria (CIBN) would be desirable.
• A minimum of 5 years post-graduation experience in the financial services industry and at least, 2 at management level.
• Have proven operational experience in a FinTech or financial institution
• Demonstrate professional maturity and leadership skills with strong interpersonal and networking skills
• Possess experience in innovative payment mechanisms and understand FinTech laws and regulations in Nigeria
• Excel in working relationships with the banks and regulators
• Possess high level of trust to drive best practices with minimal supervision
• Have outstanding project management and leadership skills
• Have a strong business acumen and problem-solving ability
• Possess excellent analytical skills, in-depth understanding of business models
• Strong knowledge of Fintech/Start-ups ecosystem
• Good understanding of CBN/NIDC and other regulatory landscape
• Deep knowledge of retail banking operations, retail products and commercialization.
• MUST be conversant with Bank 1 core banking application