Head of Operations at Dunn & Braxton

Key Responsibilities
 

• Provide direct oversight of all branches, ensuring consistent adherence to CBN-approved operating procedures, service standards, and internal controls.
• Develop and enforce standardized branch operations manuals and SOPs replicable across existing and new branches.
• Oversee all back-office functions including payments, loan disbursements, account maintenance, reconciliations, vault management, and cash-in-transit, ensuring accuracy and full audit trail integrity.
• Manage the operational readiness process for new branch openings, covering premises, equipment, staffing, systems, and CBN branch licensing.
• Set and enforce service quality standards across all customer touchpoints — branch, phone, and digital channels — in line with CBN Consumer Protection Framework requirements.
• Manage the Bank's formal complaints handling process, ensuring all complaints are logged, resolved, and reported within CBN-prescribed timelines.
• Ensure KYC/CDD, BVN/NIN verification, and customer onboarding processes are compliant, efficient, and scalable.
• Oversee the day-to-day availability, performance, and integrity of the core banking application across all branches, managing relationships with the CBS vendor and IT service providers.
• Develop a technology scalability roadmap aligned with branch expansion plans and National MFB license requirements.
• Oversee digital and alternative channels (mobile banking, USSD, agency banking, ATM/POS), ensuring security, availability, and fraud monitoring.
• Collaborate with the Risk & Compliance Officer to embed operational risk practices across all branches, including incident reporting, root-cause analysis, and control gap remediation.
• Implement and monitor maker-checker controls, dual-authorization frameworks, and fraud prevention measures across all operational processes.
• Develop, test, and maintain a Business Continuity Plan (BCP) and IT Disaster Recovery Plan (DRP) for all branches and critical systems.
• Oversee procurement, facilities management, and third-party service provider contracts across all branches, ensuring value for money and policy compliance.
• Ensure all operational processes comply with CBN MFB Regulatory Guidelines, AML/CFT/KYC rules, payment system regulations, and NDPA 2023.
• Monitor CBN circulars for operational implications and ensure timely implementation of required changes.
• Build, lead, and develop a disciplined, high-performing operations team with clear accountability structures scalable to a multi-branch National MFB.
• Provide operational input into strategic planning, branch expansion feasibility, digital channel launches, and new product implementations.
• Collaborate with EXCO members to ensure integrated decision-making and smooth execution of the Bank's growth strategy.
• Work collaboratively with other EXCO members to achieve integrated decision-making and smooth implementation of strategy.
   

Requirements

• Bachelor's degree in Banking & Finance, Business Administration, Economics, Accounting, or a related field. MBA or postgraduate degree is an advantage.
• CIBN membership, PMP/PRINCE2, or CISA certification is an added advantage.
• Minimum of 7–10 years in banking or financial services operations, with at least 3–4 years in a senior operations or branch management leadership role.
• Demonstrated experience in a Microfinance Bank, retail bank, or multi-branch deposit-taking institution strongly preferred.
• Proven track record in designing and scaling operational processes, SOPs, and internal controls in a growing financial institution.
• Hands-on experience with core banking systems (e.g., Flexcube, Temenos, Mifos, or comparable MFB platforms).
• Deep knowledge of CBN MFB regulatory requirements, payment system rules (NIBSS, NIP, NEFT), and AML/CFT/KYC operational obligations.
• Strong process design capability; ability to build and replicate scalable SOPs and control frameworks across multiple branches.
• Sound understanding of operational risk, internal controls, and fraud prevention in a banking environment.
• Excellent leadership, organizational, and people management skills; ability to hold staff accountable and develop talent at all levels.
• High integrity, attention to detail, calm under pressure, and sound operational judgment.
• Proficiency in MS Office; familiarity with core banking MIS and operations dashboards is an advantage. Excellent communication, interpersonal, and networking skills.