Operations Officer (Fintech)

About the Role

This position offers a great opportunity for career growth in a dynamic fintech environment. You will be responsible for developing and executing operational strategies that align with business objectives while leading cross-functional teams to deliver seamless payment services and customer experiences.

Key Responsibilities

• Develop and execute the company's operational strategy in alignment with business goals
• Lead and manage operations teams across agent banking, customer support, dispute resolution, settlements, and field operations
• Establish KPIs and monitor performance to ensure operational efficiency and growth
• Oversee end-to-end transaction operations including payment processing, transaction monitoring, reconciliations, and settlement accuracy
• Ensure uptime of services, POS network stability, and seamless customer and merchant experiences
• Collaborate with IT and Engineering teams to enhance system performance and resolve technical escalations
• Oversee recruitment, training, and performance management of aggregators, agents, and merchants
• Manage liquidity, float stability, and effective channel support
• Drive adoption and usage of digital financial services across assigned regions

Compliance and Risk Management

• Implement operational controls to mitigate fraud, service failures, and financial losses
• Ensure compliance with CBN regulations, KYC/AML standards, and data security requirements
• Work with Compliance and Risk teams to define SOPs, risk frameworks, and escalation thresholds

Process Improvement and Optimization

• Identify process gaps and drive continuous improvement initiatives across workflows
• Implement automation solutions to enhance speed, accuracy, and scalability
• Champion Lean operations, cost efficiency, and digital transformation

Customer Service and Experience

• Supervise customer service teams, ensuring timely resolution of complaints and service requests
• Strengthen feedback mechanisms to improve customer satisfaction and reduce churn
• Oversee service-quality dashboards and customer experience metrics

Stakeholder Management

• Liaise with external partners including banks, switches, payment processors, aggregators, and regulators
• Manage escalation communication with executives and key internal stakeholders
• Support business development initiatives with operational input and execution