Head of Operations (Microfinance Bank) at Zylus Group International

Job Summary

• The Head of Operations is responsible for overseeing, coordinating, and optimizing all operational activities of the Microfinance Bank.
• The role ensures operational efficiency, regulatory compliance, excellent customer service, and effective risk management across all branches.
• The position drives process improvement, operational controls, business continuity, and service delivery to support the Bank’s growth objectives.

Key Responsibilities
Operations Management:

• Oversee day-to-day operations across branches and operational units.
• Ensure smooth running of cash operations, customer service, account opening, funds transfer, and back-office processes.
• Develop and enforce standard operating procedures (SOPs) for all units.
• Monitor transaction volumes, service quality, and turnaround time (TAT).
• Ensure proper documentation and filing of all operational records.

Risk Management & Internal Controls:

• Enforce operational risk management policies and procedures.
• Ensure compliance with CBN regulations, AML/CFT requirements, and internal policies.
• Identify operational risks and implement mitigating controls.
• Supervise reconciliation of suspense accounts, GL accounts, and daily cash balancing.
• Conduct regular branch operations audits and follow up on corrective actions.

Regulatory Compliance:

• Ensure full compliance with all CBN regulations and reporting requirements.
• Maintain documentation and readiness for regulatory examinations.
• Oversee timely rendering of regulatory returns (CBN, NDIC, Tax, etc.).

Staff Supervision & Capacity Development:

• Lead, mentor, and supervise operations, customer service, and back-office staff.
• Identify training needs and support continuous learning and development.
• Evaluate performance of operational staff and enforce discipline where necessary.

Customer Service Management:

• Maintain high standards of service quality across all channels.
• Resolve escalated customer complaints promptly.
• Ensure customer onboarding processes are seamless and compliant.

Technology & Digital Operations:

• Support implementation and maintenance of the Core Banking Application (CBA).
• Oversee alternative delivery channels (ATM, POS, mobile banking, USSD).
• Monitor system downtime, resolve operational issues, and escalate appropriately.

Strategic & Administrative Duties:

• Contribute to operational strategy and long-term planning for the Bank.
• Prepare periodic operational reports for Management and the Board.
• Coordinate branch expansion or operational upgrades.
• Drive cost efficiency and resource optimization across operations.

Key Performance Indicators (KPIs)

• Branch operational efficiency (TAT, queue management).
• Compliance and audit ratings.
• Accuracy and timeliness of reconciliation and reporting.
• Reduction in operational losses and errors.
• Customer satisfaction scores.
• Staff productivity and performance.
• SLA adherence for digital channels.

Job Requirements
Education:

• Bachelor’s Degree in Accounting, Finance, Business Administration or a related field.
• Professional qualification is an added advantage (ACIB, ICAN, ACCA, CISA).

Experience

• 7–10 years relevant experience in the banking sector.
• At least 3 years in a supervisory/managerial operational role in a Microfinance Bank or commercial bank.
• Experience with core banking applications and digital banking channels.

Skills & Competencies:

• Strong knowledge of CBN and Microfinance regulations.
• Excellent leadership and people management skills.
• Good analytical and problem-solving abilities.
• Strong attention to detail and integrity.
• Excellent communication and customer service skills.
• Proficiency with banking software and MS Office applications.

Behavioural Competencies:

• High ethical standards and good judgement.
• Ability to work under pressure and manage tight deadlines.
• Strong organizational and planning skills.
• Proactive, disciplined, and results-oriented.