Head of Operations at Prosperity Microfinance Bank Nigeria Limited

Responsibilities
Operational Leadership:

• Develop and implement strategies to optimize operational efficiency and service delivery.
• Oversee the bank’s operational processes, including account management, loan disbursement, and transaction processing.
• Ensure the alignment of operational activities with the bank’s strategic goals.

Process Improvement:

• Design and implement policies and procedures to improve operational workflows and reduce turnaround time.
• Identify opportunities for automation and digitization to enhance operational efficiency.
• Conduct regular reviews of operational systems to ensure they are up-to-date and effective.

Risk and Compliance Management:

• Ensure compliance with regulatory requirements and internal policies, particularly those set by the Central Bank of Nigeria (CBN).
• Monitor and mitigate operational risks through the implementation of robust control frameworks.
• Oversee the management of internal and external audits related to operations.

Team Leadership:

• Manage and develop the operations team, providing training, mentorship, and performance feedback.
• Foster a culture of accountability, excellence, and continuous improvement within the department.
• Set and monitor key performance indicators (KPIs) for the operations team.

Customer Service Excellence:

• Develop and implement strategies to improve customer experience and satisfaction.
• Monitor service delivery channels to ensure a seamless and positive customer experience.
• Handle escalated customer service issues and resolve them efficiently.

Resource and Asset Management:

• Oversee the management of the bank’s physical and technological assets to ensure optimal performance.
• Ensure efficient allocation and utilization of resources to support operational goals.
• Manage vendor relationships and ensure cost-effective procurement of services and supplies.

Requirements

• Interested candidates should possess a minimum of OND with 5 - 15 years experience.