Business Operations

1 day ago

Lagos, Lagos, Nigeria Africa Resource Company - We are hiring. Full time

About the Role

You'll be responsible for making sure the engine of our operations runs smoothly and every

customer touchpoint reflects our promise of reliability. From onboarding to retention, you'll

manage the systems, people, and insights that make it happen.

We are seeking an experienced Business Operations professional to lead and scale our core

operational functions across customer onboarding, payment support, compliance tracking, and

customer experience. The ideal candidate will bring strong leadership, process design

expertise, and proven experience managing operations in the FX or FinTech space, preferably

within Africa.

This role sits just below the COO level and is suited for a strategic, hands-on operator capable

of driving execution, enforcing quality, and ensuring that customers enjoy seamless, compliant,

and efficient financial experiences.

Key Responsibilities

Operational Excellence & Process Design

● Build and continuously improve end-to-end workflows across customer onboarding, payment

operations, compliance, and support.

● Implement scalable systems that reduce friction and enhance service reliability.

● Achieve a 40% reduction in onboarding time within six months.

Customer Experience & Retention

● Design and execute customer success strategies that drive satisfaction and loyalty.

● Ensure 90%+ customer satisfaction (CSAT/NPS) through timely, high-quality support.

● Build customer feedback loops that directly influence product and process improvements.

Leadership & Team Development

● Hire, coach, and manage a growing team across operations and customer support.

● Foster a culture of accountability, empathy, and excellence.

● Develop playbooks and performance frameworks to sustain high team effectiveness.

● Data-Driven Decision Making

● Establish metrics dashboards to monitor onboarding times, customer health, and operational

efficiency.

● Use data insights to drive strategic improvements and inform business decisions.

● Deliver consistent, actionable weekly operations reports to leadership.

Cross-Functional Collaboration & Compliance Alignment

● Partner with Product, Tech, and Compliance teams to ensure operational workflows meet

regulatory and customer standards.

● Integrate KYC/AML compliance seamlessly into user journeys.

● Champion operational feedback in product roadmaps and business strategy discussions.

What you'll bring to the table


• 4+ years of experience in Core business operations, preferably in a FinTech or FX

environment.


• Demonstrated success in building and scaling operational processes in fast-paced,

high-growth companies.


• Strong background in team leadership, performance management, and process optimization.


• Experience running or managing a business in the FX or financial services space is highly

desirable.


• Experience working within African markets or similar emerging markets is a strong advantage.


• Excellent communication, and stakeholder management skills.


• Ability to thrive in a dynamic, high-accountability environment with a focus on execution and

results.


• Comfortable with CRM and support tooling (e.g. Zendesk, Intercom). Product and Operations

tool

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