Fulfilment Officer at OPay

The Fulfilment Officer is responsible for ensuring the timely, accurate, and cost-effective delivery of OPay card orders to customers across Nigeria. This role involves coordinating end-to-end order processing, working closely with third-party logistics (3PL) partners, and internal stakeholders to ensure seamless delivery and high customer satisfaction. The officer will ensure all fulfilment activities are aligned with business goals, service level agreements (SLAs), and company ethics.

Reporting Line:

Reports to the Logistics Manager

Key Responsibilities

1. Manage end-to-end order fulfilment, ensuring timely, accurate, and cost-effective delivery of OPay cards to customers nationwide.
2. Coordinate and supervise third-party logistics (3PL) partners to meet service expectations and uphold OPay\'s standards.
3. Monitor daily fulfilment operations, identifying process gaps and proposing improvements based on data insights.
4. Handle returned orders efficiently and ensure re-fulfilment is completed promptly to maintain service quality.
5. Work cross-functionally with internal teams to align fulfilment operations with broader logistics and business goals.
6. Track performance against KPIs and SLAs and recommend actions to improve delivery outcomes and partner efficiency.
7. Ensure compliance with operational procedures, data security policies, and regulatory requirements related to fulfilment.
8. Escalate unresolved or high-impact issues to the Logistics Manager for timely intervention.

Core Competencies

1. Strong leadership and execution skills
2. Deep understanding of logistics, fulfilment, and 3PL operations
3. Excellent communication and stakeholder management
4. Analytical mindset with a continuous improvement orientation
5. High proficiency in data interpretation and reporting tools
6. Ability to work under pressure and manage high-volume operations
7. Good negotiation and problem-solving skills
8. Tech-savvy with familiarity in logistics automation tools or platforms

Behavioral Attributes

1. Principled leadership and integrity
2. Strong collaboration and cross-functional communication
3. Adaptability to changing environments and initiatives
4. Proactive and results-driven mindset
5. High attention to detail and customer-centric approach