Head of Operations

Job Summary

We are seeking a seasoned and strategic
Head of Operations
to provide leadership and vision for the operational functions of our Microfinance Bank. Operating from our Head Office, the ideal candidate will oversee the bank's centralized operations, ensuring that all digital channels, settlement processes, and customer services operate efficiently, securely, and in compliance with regulatory standards.

As the bank currently operates a cashless model, the Head of Operations will be responsible for managing electronic banking channels, reconciliations, and improving customer service delivery while minimizing operational risk. A strong background in Microfinance Banking (MFB) operations is highly preferred to navigate the unique challenges of financial inclusion.

Key Responsibilities:

1. Strategic Leadership & Policy Development

2. Develop and implement operational strategies that align with the bank's overall business goals.

3. Design and review Standard Operating Procedures (SOPs) for all operational activities (Account Opening, Electronic Funds Transfer, Settlement, Clearing, etc.) to ensure efficiency and control.

4. Drive the bank's digital transformation agenda by integrating fintech solutions and improving the utilization of the Core Banking Application (CBA).

5. Core Operational Management

6. Centralized Operations:
   Oversee all Head Office operational functions, including Treasury Operations, Reconciliation, Settlement, and Clearing.

7. Liquidity Management:
   Manage liquidity positions across correspondent bank accounts to ensure seamless transaction processing and optimal funding levels.
8. Process Oversight:
   Ensure efficient processing of all inflows and outflows, loan disbursements, and collections through electronic channels.

9. Agency & Digital Banking:
   Oversee the operations of Agency Banking networks (if applicable) and mobile/internet banking channels.

10. Risk Management, Compliance & Control

11. Ensure strict adherence to Central Bank regulations, CIBN guidelines, and other statutory requirements regarding cashless banking and electronic payments.

12. Implement robust Know Your Customer (KYC) and Anti-Money Laundering (AML) checks during customer onboarding and transaction processing.
13. Work closely with Internal Audit and Risk Management to identify operational lapses and implement corrective measures immediately.

14. Monitor Operational Risk indicators and ensure zero tolerance for fraud and income leakage, particularly in digital channels.

15. Customer Service Delivery

16. Champion a customer-centric culture, ensuring that Turnaround Time (TAT) for electronic transactions and loan disbursements meets or exceeds service level agreements (SLAs).

17. Handle high-level customer complaints and operational escalations efficiently.

18. Ensure minimal downtime on transaction channels by liaising effectively with technical partners and switching companies.

19. Team Management & Development

20. Manage performance appraisals, training needs, and succession planning for the Head Office operations team.

21. Foster a culture of discipline, integrity, and high performance among operations staff.

Key Requirements & Qualifications

Education

• Minimum:
  Bachelor's degree (B.Sc./HND) in Banking & Finance, Economics, Business Administration, Accounting, or a related field.
• Preferred:
  A Master's degree (MBA or M.Sc.) in a related field.

Professional Experience

• Minimum:
  8–10 years of banking experience, with at least 4 years in a senior management or leadership role.
• Specific Requirement:
  Proven track record in
  Microfinance Bank (MFB)
  operations is strongly preferred. Experience in operations with a strong understanding of electronic banking/settlement will be considered.

Certifications (Mandatory/Desirable)

• Mandatory:
  Microfinance Certification Program (MCP) or Certified Microfinance Banker (can be in-view).
• Highly Desirable:
  Professional membership with the Chartered Institute of Bankers (CIBN), ICAN, ACCA, or equivalent.

Required Skills & Competencies

• Operational Expertise:
  In-depth knowledge of banking operations, clearing house rules, and payment systems (NIBSS, Interswitch, Remita, etc.).
• Regulatory Knowledge:
  Deep understanding of Central Bank regulations guiding the Microfinance sub-sector.
• Technical Proficiency:
  Strong command of Core Banking Applications (experience with, Orbit, or similar MFB software is a plus) and MS Office Suite.
• Analytical Thinking:
  Ability to analyze financial data, spot trends in transaction volumes, and optimize workflows.
• Leadership:
  Strong interpersonal skills with the ability to manage teams and cross-functional relationships.
• Problem Solving:
  Crisis management skills and the ability to make quick, sound decisions under pressure.

Key Performance Indicators (KPIs)

• Operational Efficiency ratio.
• Customer Satisfaction Index / Reduction in customer complaints.
• Audit rating of Head Office Operations (Quality of internal controls).
• Percentage of regulatory compliance (Zero penalties).
• Transaction Success Rate / Uptime of Digital Channels.
• Staff improved productivity and training completion.