Head of Operations at Elizabeth Maddeux

Job Summary

• The Head of Operations is responsible for overseeing the day-to-day operational activities of the bank to ensure efficiency, compliance, service quality, and operational excellence.
• The role focuses on process optimization, risk control, service delivery, and effective management of branch and back-office operations to support business growth and customer satisfaction.

Key Responsibilities

• Oversee all operational functions including account opening, transaction processing, cash management, loan disbursement, and recovery support.
• Ensure smooth and efficient daily operations across branches and service channels.
• Review and optimize operational processes to improve efficiency and reduce turnaround time.
• Ensure strict adherence to Central Bank regulations, internal policies, and operational guidelines.
• Strengthen internal controls to minimize operational risks and errors.
• Supervise branch operations to ensure consistent service quality and customer experience.
• Oversee alternative channels such as POS, mobile banking, and agent banking operations where applicable.
• Lead, mentor, and develop the operations team.

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Banking & Finance, Operations Management, or related field
• 8–10 years’ experience in banking or financial services operations, with at least 3–5 years in a leadership role.
• Experience in microfinance banking or retail banking operations is highly preferred.
• Strong knowledge of banking operations, regulatory requirements, and internal control frameworks.
• Proficiency in core banking systems and Microsoft Office applications.

Skills & Competencies:

• Strong operational and process management skills
• Leadership and team management ability.
• Attention to detail and strong risk awareness.
• Problem-solving and decision-making skills.
• Excellent communication and stakeholder management
• Customer service orientation.