Head of Operations at Pertinence Group

Role Summary

• The Head of Operations will serve as the operational backbone of the organization, overseeing day-to-day financial operations across Pettysave MFB, the Genius Apps ecosystem, and SettleQuick.
• This role requires a hands-on leader with strong experience in fintech operations, banking operations, reconciliation and settlement management, KYC/AML processes, and cross-border transaction environments.
• The ideal candidate must be comfortable operating in a fast-paced environment where operational precision, regulatory compliance, and rapid issue resolution are critical.
• The successful candidate will work closely with the COO/MD and coordinate daily with Finance, Compliance, Customer Support, Banking Partners, and Technology teams.

Key Responsibilities
Daily Operations Management:

• Execute and oversee daily operational checklists across all product lines from 7:00 AM each business day.
• Review and resolve BankOne transaction exceptions, failed transactions, and reversal reports.
• Confirm overnight settlement balances with partner banks and ensure alignment with BankOne records.
• Monitor card settlement reports and identify unmatched or failed transactions.
• Review AML alert queues and escalate high-risk cases to Compliance.
• Manage KYC processing queues, including account reviews and tier upgrades.
• Deliver daily operational performance reports to executive management.

Reconciliation & Settlement:

• Own and manage daily three-way reconciliation processes between:
• BankOne General Ledger
• Settlement bank statements
• Internal application databases
• Investigate and resolve all reconciliation discrepancies within defined timelines.
• Manage merchant payout reconciliation, NIP settlement, card settlement, and bill payment settlement processes.
• Lead chargeback and dispute resolution activities with payment partners.
• Monitor SettleQuick cross-border transactions and resolve settlement or delivery issues.
• Chair weekly settlement and reconciliation review meetings.

Customer Account Operations:

• Oversee operational management of customer accounts, including:
• Account freezes and unfreezes
• KYC upgrades
• Dormancy management
• PND restrictions
• Manage customer complaint resolution processes in compliance with regulatory timelines.
• Ensure financial complaints raised through social media channels are escalated and resolved promptly.
• Supervise KYC retrofit and compliance enforcement programs for existing users.

Regulatory & Compliance Support:

• Support the preparation of CBN's monthly returns and operational regulatory filings.
• Maintain proper operational records and documentation to regulatory standards.
• Support AML monitoring and suspicious transaction escalation processes.
• Ensure customer onboarding and KYC records remain audit-ready at all times.
• Prepare operational insights and reports for quarterly board reviews.

Vendor & Partner Management:

• Manage operational relationships with:
• Core banking providers
• Settlement banks
• Payment processors
• IMTO partners
• Coordinate issue resolution with external vendors and technical support teams.
• Escalate operational incidents and track resolution timelines.

Mandatory Qualifications & Experience

• Minimum of 3 / 7years’ operations experience within:
• Fintech
• Microfinance banking
• Commercial banking
• Minimum of 3 years in operational leadership or supervisory capacity.
• Hands-on experience using core banking systems such as:
• BankOne
• Finacle
• T24
• Flexcube
• Or equivalent platforms
• Strong reconciliation and settlement operations experience.
• Working knowledge of:
• KYC regulations
• AML processes
• CBN operational requirements
• Experience handling transaction investigations and operational reporting.
• Comfortable working with digital systems, APIs, and transaction logs.

Preferred Experience:
Candidates with experience in at least two of the following areas are strongly preferred:

• Fintech operations
• Microfinance banking operations
• Cross-border payments/remittance operations
• Merchant settlement and reconciliation

Required Skills & Competencies

• Strong analytical and problem-solving skills
• Excellent attention to detail
• High level of operational discipline and accountability
• Ability to manage multiple priorities under pressure
• Strong stakeholder and vendor management skills
• Excellent reporting and communication skills
• Strong leadership and team coordination ability
• Proficiency in Microsoft Excel and operational reporting tools

What Success Looks Like:
The successful candidate will:

• Maintain accurate daily reconciliation with minimal unresolved exceptions
• Ensure timely settlement processing across all channels
• Improve operational efficiency and issue resolution timelines
• Maintain regulatory compliance standards across operations
• Deliver reliable operational reporting and escalation management
• Support sustainable growth across all product lines