Team Lead - Digital Operations

Position Overview

We are seeking a responsible and experienced Digital Operations Team Lead to manage day-to-day operations of our digital banking channels. You will oversee POS, merchant acquiring, agency banking, mobile banking, cards, transfers, and digital lending operations while ensuring operational efficiency, service reliability, settlement accuracy, regulatory compliance, and customer experience excellence.

The ideal candidate is a disciplined, hands-on operations professional with strong leadership skills and deep knowledge of digital banking and fintech operations. You will be capable of scaling operations while maintaining control, compliance, and service quality. This position offers excellent opportunities for career growth.

Key Responsibilities

Digital Channel Operations

• Oversee daily operations of digital channels including POS, merchant/agency banking, mobile app, cards, transfers, and USSD
• Monitor transaction flows, settlement timelines, and operational exceptions

Team Leadership & Supervision

• Lead, supervise, and coach digital operations staff
• Assign tasks, monitor performance, and ensure adherence to SLAs
• Build a high-performance, customer-focused operations team

Process Improvement & Automation

• Review and improve operational workflows to reduce manual intervention
• Support automation of reports, reconciliations, and exception handling

Reporting & Performance Monitoring

• Prepare daily, weekly, and monthly digital operations reports
• Track KPIs such as transaction success rates, settlement TAT, complaints, and backlog

Stakeholder & Vendor Management

• Liaise with switching companies, fintech partners, vendors, and internal IT teams
• Support new product launches and system enhancements

Requirements

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field
• 2–3 years of relevant experience in digital operations or fintech