Director of Operations at TalentintheCloud

Job Description

• A hyper growth ‘Challenger Bank’ is looking for a Director of Operations​ to add to their team of disruptors, trailblazers, innovators and risk-takers.
• As their Director of Operations it is vital that you come with a customer first mentality and be prepared to roll up your sleeves, get in the trenches and implement structures with the overall aim to ensure that the business runs like a well oiled machine. In true hypergrowth style our client has experienced a massive influx in customers since March 2020, hence the need for more focus on service delivery and the process and the procedures behind it. You will be charged with driving operational excellence in
• multiple areas which range from managing key external partners, driving operational projects, resolving operational issues, participating in cross functional projects and supporting product development whilst developing streamlined operational processes, defined metrics and creating more innovative and efficient ways to support operation.
• The Director of Operations will be instrumental in taking control of and leading their operations team in Nigeria and will ideally come from a background working in banking or FinTech with a deep understanding of technology and financial services. Reporting directly into the CEO this is a chance for you to join a bank that actually works for the customer, a close knit and collaborative team in a flat organisational structure where even the most junior person has a voice.

Main Responsibilities

• Designing and implementing operational processes in line with what the business is looking to achieve (internally and externally) - establishing and implementation of the ‘right’ solutions
• Ensuring seamless customer service at all times, only the best service for the best product
• Define and maintain the overall SLA with merchants including VIP merchants and customer
• Develop and implement fraud prevention procedures and processes to ensure effective transactions monitoring(Implementing tools to monitor transactions, identify attempted fraud and reports)
• Design and lead the implementation of improvements to strategy, policies and procedures, holding the team accountable to adhere to those procedures
• Lead employees to encourage maximum performance and dedication
• Develop metrics and analytics for measuring business and project impact and efficiencies
• Write and submit reports to the CEO in all matters of importance
• Plan for and coordinate responses for situations of crisis
• Direct the preparation of short/long term goals based on the goals of the business
• Responsible for developing change management processes
• Identifying areas of operations/business that require technological intervention and co-coordinating with stakeholders for the implementation of technical solutions
• Participate in expansion activities (investments, acquisitions, corporate alliances etc.) and manage relationships with partners/vendors
• Identification of ‘red areas’ within the business
• Assist with building the team as and when required
• Develop and implement growth strategies
• Identify new commercial opportunities
• Ensure smooth collaboration with internal and external stakeholders
• Develop and drive performance measures

Mandatory Requirements / Qualifications

• Bachelor’s degree in a relevant field; an MBA is preferred
• Previous experience in a senior level operations role within a fast-paced, high-growth environment, 5+ years of operations strategy, product operations, program or project management, business consulting, finance, or similar analytical roles that worked closely with product and engineering teams
• Holistic and proactive approach and proven experience in the development of processes
• An ability to rapidly adapt to change in a dynamic business environment
• Prior experience working with Customer Support data is desirable
• Excellent interpersonal skills and the ability to gain respect and trust of all levels of team members
• Ability to share the company’s vision of exponential growth and add value