Head of Operations in Fintech at Payment Access System Limited (PaySys)

Job Summary

The Head of Operations provides strategic leadership and oversight for all operational activities within the fintech, ensuring efficient service delivery, seamless transaction processing, effective agent network performance, operational excellence, and regulatory compliance. This role drives process optimization, technology alignment, customer satisfaction, and business scalability across the organization.

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
• 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 standard operating procedures, risk frameworks, and escalation thresholds
• 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
• Supervise customer service teams, ensuring timely resolution of issues

Career Growth Opportunity

This position offers excellent opportunities for professional development and career advancement within a dynamic fintech organization.