Head of Operations in Fintech at Payment Access System Limited (PaySys)

Job Summary

• The Head of Operations provides strategic leadership and oversight for all operational activities within the fintech, ensuring efficient service delivery, seamless transaction processing, effective agent network performance, operational excellence, and regulatory compliance. This role drives process optimization, technology alignment, customer satisfaction, and business scalability across the organization.

Key Responsibilities

• Develop and execute the company’s operational strategy in alignment with business goals.
• Lead and manage operations teams across agent banking, customer support, dispute resolution, settlements, and field operations.
• Establish KPIs and monitor performance to ensure operational efficiency and growth.
• Oversee end-to-end transaction operations including payment processing, transaction monitoring, reconciliations, and settlement accuracy.
• Ensure uptime of services, POS network stability, and seamless customer/merchant experiences.
• Collaborate with IT/Engineering to enhance system performance and resolve technical escalations.
• Oversee recruitment, training, and performance of aggregators, agents, and merchants.
• Ensure liquidity management, float stability, and effective channel support.
• Drive adoption and usage of digital financial services across assigned regions.
• Implement operational controls to mitigate fraud, service failures, and financial losses.
• Ensure compliance with CBN regulations, KYC/AML standards, and data security requirements.
• Work with Compliance/Risk teams to define SOPs, risk frameworks, and escalation thresholds.
• Identify process gaps and drive continuous improvement initiatives across workflows.
• Implement automation solutions to enhance speed, accuracy, and scalability.
• Champion Lean operations, cost efficiency, and digital transformation.
• Supervise customer service teams, ensuring timely resolution of complaints and service requests.
• Strengthen feedback mechanisms to improve customer satisfaction and reduce churn.
• Oversee service-quality dashboards and customer experience metrics.
• Liaise with external partners banks, switches, payment processors, aggregators, and regulators.
• Manage escalation communication with executives and key internal stakeholders.
• Support business development initiatives with operational insights.
• Provide weekly, monthly, and quarterly performance reports to senior management.
• Ensure proper documentation of SOPs, operational manuals, and risk logs.
• Track budget utilizations and operational costs for strategic planning.

Qualifications & Requirements

• B.Sc./HND in Business Administration, Finance, Economics, Engineering, or related fields; MBA is an added advantage.
• Minimum of 10–15 years’ experience in operations leadership within fintech, banking, or digital payments.
• Strong understanding of digital financial services, agency banking, POS systems, settlement processes, and CBN regulations.
• Proven experience managing large teams and nationwide operations.
• Strong analytical mindset and proficiency in data-driven decision-making.
• Excellent communication, leadership, and problem-solving skills.