Head of Operations at Human Capital Management

Scope of the Role

• The Head of Operations is responsible for the operations of the microfinance bank, including cash management, loan processing and disbursement, customer service, risk management, and compliance with regulations.

Specific Responsibilities

• Assist with internal, external, and regulatory audits and examinations
• Oversee the operations of the microfinance bank, including cash management, loan processing and disbursement, customer service, risk management, and compliance with regulations.
• Responsible for effectiveness and efficiency of the branch, 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
• Provide advice on all operation issues to the report person.
• Appraise the operational system in place and monitor the implementation of the Company’s operation manuals, making appropriate recommendations regarding the need for change.
• Responsible for delivering budget results of all Branches.
• Co-ordinate the activities of the branch and handle all operation issues including computerization, change management, and balancing of books.
• Visit branches regularly to ensure operations are running smoothly.
• Provide on-the-job training to all department staff, including new recruits and existing staff.
• Any other duties and responsibilities that may be assigned from time to meet the objectives of the Company.
• Other duties as assigned by the Branch Manager/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 has undergone the Microfinance Certification Programme and obtained a Certificate in Microfinance Banking issued by the Chartered Institute of Bankers of Nigeria (CIBN).
• A minimum of 5 years post-graduation experience out of which, at least, 4 must have been in the financial services industry and at least, 2 at the senior 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 commercialisation.