Operations Manager

About the Company

The Company is a fast-growing payments and agent banking platform enabling merchants, SMEs, and agents to process transactions seamlessly. We are building Nigeria's most reliable
POS-as-a-Service
and
embedded finance ecosystem
.

As the Company scales, maintaining compliance with regulatory standards and implementing robust risk controls are critical to our success.

Role Overview

The
Operations Manager
is responsible for overseeing the end-to-end operational performance of the business — ensuring seamless merchant and agent onboarding, POS terminal deployment, transaction processing, settlement efficiency, reconciliation accuracy, and partner coordination.

The role ensures operational reliability, compliance, efficiency, and merchant satisfaction across all of the Company's products and services, including POS, wallet, and agency banking infrastructure.

Key Responsibilities
1. Operational Strategy & Process Optimization

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

2. POS Deployment & Asset Management

• Oversee the 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 geo-located.
• Track field agent performance and turnaround time for deployment, swaps, and repairs.

3. 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 settlements to merchants and partners.
• Manage operational escalations related to failed transactions, chargebacks, or reversals.
• Support treasury operations to maintain liquidity for settlement obligations.

4. 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.

5. 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.

6. 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.

Qualifications & Experience

• 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