Head of Operations

Hiring – Head of Operations Location: Enugu Compensation: Highly Competitive Our client is a recently acquired microfinance bank, positioned for accelerated growth and operational transformation. It operates as a digital wealth management platform designed to facilitate seamless saving, investment, and financial management in one place. The Company is seeking to hire a forward-thinking Head of Operations. The successful candidate will be responsible for the efficient, secure, and compliant management of the Bank's branch operations, back-office functions, technology systems, and service delivery. This role carries a dual mandate to sustain operational excellence within the current state-licensed MFB framework while simultaneously building the scalable structures, processes, and controls required to support the Bank's planned transition to a National MFB license within five years. The role involves working closely with the MD/CEO, CFO, and Risk & Compliance Officer to achieve these strategic objectives. Key Responsibilities: Provide direct oversight of all branches, ensuring consistent adherence to CBN-approved operating procedures, service standards, and internal controls. Develop and enforce standardized branch operations manuals and SOPs replicable across existing and new branches. Oversee all back-office functions including payments, loan disbursements, account maintenance, reconciliations, vault management, and cash-in-transit, ensuring accuracy and full audit trail integrity. Manage the operational readiness process for new branch openings, covering premises, equipment, staffing, systems, and CBN branch licensing. Set and enforce service quality standards across all customer touchpoints — branch, phone, and digital channels — in line with CBN Consumer Protection Framework requirements. Manage the Bank's formal complaints handling process, ensuring all complaints are logged, resolved, and reported within CBN-prescribed timelines. Ensure KYC/CDD, BVN/NIN verification, and customer onboarding processes are compliant, efficient, and scalable. Oversee the day-to-day availability, performance, and integrity of the core banking application across all branches, managing relationships with the CBS vendor and IT service providers. Develop a technology scalability roadmap aligned with branch expansion plans and National MFB license requirements. Oversee digital and alternative channels (mobile banking, USSD, agency banking, ATM/POS), ensuring security, availability, and fraud monitoring. Collaborate with the Risk & Compliance Officer to embed operational risk practices across all branches, including incident reporting, root-cause analysis, and control gap remediation. Implement and monitor maker-checker controls, dual-authorization frameworks, and fraud prevention measures across all operational processes. Develop, test, and maintain a Business Continuity Plan (BCP) and IT Disaster Recovery Plan (DRP) for all branches and critical systems. Oversee procurement, facilities management, and third-party service provider contracts across all branches, ensuring value for money and policy compliance. Ensure all operational processes comply with CBN MFB Regulatory Guidelines, AML/CFT/KYC rules, payment system regulations, and NDPA 2023. Monitor CBN circulars for operational implications and ensure timely implementation of required changes. Build, lead, and develop a disciplined, high-performing operations team with clear accountability structures scalable to a multi-branch National MFB. Provide operational input into strategic planning, branch expansion feasibility, digital channel launches, and new product implementations. Collaborate with EXCO members to ensure integrated decision-making and smooth execution of the Bank's growth strategy. Work collaboratively with other EXCO members to achieve integrated decision-making and smooth implementation of strategy. Requirements Bachelor's degree in Banking & Finance, Business Administration, Economics, Accounting, or a related field. MBA or postgraduate degree is an advantage. CIBN membership, PMP/PRINCE2, or CISA certification is an added advantage. Minimum of 7–10 years in banking or financial services operations, with at least 3–4 years in a senior operations or branch management leadership role. Demonstrated experience in a Microfinance Bank, retail bank, or multi-branch deposit-taking institution strongly preferred. Proven track record in designing and scaling operational processes, SOPs, and internal controls in a growing financial institution. Hands-on experience with core banking systems (e.g., Flexcube, Temenos, Mifos, or comparable MFB platforms). Deep knowledge of CBN MFB regulatory requirements, payment system rules (NIBSS, NIP, NEFT), and AML/CFT/KYC operational obligations. Strong process design capability; ability to build and replicate scalable SOPs and control frameworks across multiple branches. Sound understanding of operational risk, internal controls, and fraud prevention in a banking environment. Excellent leadership, organizational, and people management skills; ability to hold staff accountable and develop talent at all levels. High integrity, attention to detail, calm under pressure, and sound operational judgment. Proficiency in MS Office; familiarity with core banking MIS and operations dashboards is an advantage. Excellent communication, interpersonal, and networking skills. Benefits Highly Competitive