Head, Operations & Admin at Pagatech Limited

ROLE SUMMARY

The Head of Operations is responsible for organizing and overseeing the daily operations of the company; designing policies, overseeing customer service channels and implementing technology solutions. The candidate should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business. The Head of Operations is responsible for productivity and compliance of regulatory policies and guidelines.

The ideal candidate for this role will have clearly demonstrated strong leadership skills, results orientation and be able to interpret the corporate vision into growth strategies and profitable operations.

RESPONSIBILITIES

• Lead, oversee and manage all areas of the organization’s day-to-day operations to ensure KPIs are achieved; build comprehensive and SMART goals for performance and growth.
• Funding and managing the MFB’s liquidity position to maximize earnings on surplus liquidity within specified risk limits.
• Managing relationships with target customers for funding products to maximize returns on investment opportunities opened to the bank.
• Coordinate the activities of the operations officers and cashiers.
• Lead general services & corporate affairs.
• Build public and community relationships.
• Enable a thriving work environment, building and leading a highly motivated and high-performance team
• Design business strategy with other members of the executive team.
• Design and implement policies, processes and standards that align with overall strategy and targeted culture of the organization.
• Ensure organizational quality through review, update, implementation and adherence to agreed policies, procedures and manuals.
• Participate in ensuring compliance and adherence to statutory and regulatory requirements as well as continuous update of processes, policies and procedures.
• Responsible for effectiveness and efficiency of the branches, team development, team morale.
• Design and implement microfinance code of conduct at the various levels in operations.
• Develop strategies to minimize customer complaints and suggest ways of managing the public image of the Company.
• Liaise with the Financial Controller to ensure timely preparations of annual budget, quarterly budget review, forecasts and business plans.
• Develop business relationships with potential customers as well as existing customers with the view to strengthening the Company’s customer relationship base.
• Appraise the operational system in place and monitor the implementation of the company’s operation manuals, making appropriate recommendations regarding the need for change.
• Coordinate customer service operations and ensure customer retention.
• Oversee and manage the assets of MMFB.
• Provide strategic input and direction for the development of performance targets, including continuous monitoring to ensure achievement of set targets.
• Manage and maintain relationships with the CBN, other regulatory agencies and strategic stakeholders (internal and external).
• Initiate and support the development of a healthy internal culture that retains key employees and encourages their professional development.
• Any other duties and responsibilities which may be required from time to meet the objectives of MMFB.

QUALIFICATIONS, SKILLS & COMPETENCIES

• A degree in Banking, the Sciences/Engineering, Business Administration, Finance/Accounting, or any other related field.
• Minimum of 5 years senior management experience within the financial services industry, including Proven extensive and relevant operations management experience.
• Must have undergone the Microfinance Certification Programme and obtained a Certificate in Microfinance Banking issued by the Chartered Institute of Bankers of Nigeria (CIBN).
• Excellent problem-solving skills; analytical and structured in his/her thinking.
• Strong leadership and relationship-building skills.
• Familiarity with all business functions including HR, Finance, Supply chain, IT, Regulatory and Compliance.
• Communication skills – verbal, non-verbal and written.
• Self-starter and very organized, with strong attention to detail.
• Extremely versatile, dedicated to efficient productivity and able to work efficiently and effectively across multiple teams.
• A thorough understanding of microfinance performance metrics/indicators and the ability to interpret and process operations data.