Head of Operations (Address Verification) at Moniepoint Inc.

About the Role:

• As the Head of Operations for Address Verification, you will oversee and optimize the process of physically verifying customer addresses.
• You will manage a team of field agents and business relationship managers to ensure that address verifications are completed promptly and accurately.
• This role will require you to develop efficient processes, ensure adherence to regulatory compliance, and lead operational excellence to support our KYC processes.

Key Responsibilities:

Team Leadership & Management:

• Lead, mentor, and manage the team of field agents and business relationship managers responsible for physical address verifications.
• Develop and implement operational training programs to ensure team efficiency and compliance with internal processes.
• Set and monitor performance metrics for the verification teams, ensuring high productivity and service quality.

Operational Strategy & Process Optimization:

• Design and implement streamlined processes for physical address verification, ensuring they are scalable and efficient.
• Ensure operations align with regulatory KYC requirements, developing solutions for potential challenges and ensuring compliance with local laws.
• Continuously improve the verification process by analyzing data, identifying bottlenecks, and implementing improvements.

Stakeholder Collaboration:

• Work closely with the Compliance and Legal teams to ensure address verifications are completed according to regulatory guidelines.
• Collaborate with the Digital Address Verification team to ensure cohesive operations between physical and digital verification processes.
• Maintain relationships with external vendors or partners involved in physical verifications.

Quality Assurance & Risk Management:

• Implement quality assurance programs to ensure the accuracy and completeness of physical address verifications.
• Identify risks and challenges in the verification process, proposing and implementing solutions to mitigate these risks.
• Develop a system for handling escalations and resolving verification disputes in a timely manner.

Technology & Reporting:

• Collaborate with the technology team to integrate verification processes with internal systems and tools, ensuring smooth operational workflow.
• Oversee the implementation of GPS or geotagging technologies to support the field agents during verifications.
• Monitor, report, and provide insights on operational metrics, including the success rate of verifications, turnaround time, and customer satisfaction.

Budgeting & Resource Allocation:

• Prepare and manage the department's operational budget, ensuring optimal use of resources.
• Forecast staffing and resource needs based on operational goals, ensuring the team is well-equipped to handle verification volume.

Requirements:

Experience:

• A minimum of 7-10 years of experience in operations, logistics, or field management, preferably in fintech, banking, or related industries.
• Proven experience managing large teams, including field agents and relationship managers.
• Experience working in KYC, fraud prevention, or regulatory compliance is highly desirable.

Skills:

• Strong leadership and people management skills, with a track record of driving team performance and productivity.
• Excellent project management and process optimization skills, with the ability to design scalable operations.
• Solid understanding of KYC regulations and address verification processes.
• Data-driven mindset, with the ability to analyze metrics and drive continuous improvements.
• Tech-savvy, with experience using operations management software, CRM tools, and reporting systems.

Education:

• Bachelor's degree in Business Administration, Operations Management, or a related field (advanced degree preferred).

Other Qualifications:

• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Ability to adapt to a fast-paced, evolving environment and manage multiple priorities effectively.
• Excellent problem-solving skills, with a proactive approach to identifying issues and implementing solutions.