Head, POS Repair Operations at Moniepoint Inc.

About The Role

• We are seeking a highly strategic, execution-driven Head of Operations to lead and scale Moniepoint’s nationwide repair network. You will be accountable for driving operational efficiency and quality across all repair centers, building high-performing, accountable teams (Repair Technicians, QAs, Inventory Officers, Packaging Officers, Regional Leads), and delivering sustainable, cost-effective growth. The role requires a data-driven operator who can design and implement scalable processes, translate business requirements into actionable plans, and align cross-functional stakeholders (Product, Engineering, Procurement, Facilities, OEMs) to deliver measurable outcomes.

Key Responsibilities
Operational Leadership & Escalation Management

• Oversee day-to-day repair operations across all centers, ensuring SLA compliance and service quality.
• Act as the escalation point for major operational issues (e.g., faulty terminals backlog, faulty returns, spare parts shortages).
• Maintain and update SOPs for repairs, quality control, inventory flows, and packaging operations.
• Ensure consistent execution across all regions, with structured reviews and accountability frameworks.

Network Expansion & Capacity Planning

• Lead the rollout of new repair centers and regional hubs, ensuring space, staffing, tools, and equipment readiness.
• Oversee recruitment, onboarding, and training for technicians, QAs, inventory officers, packaging officers, and regional leads.
• Forecast demand, align repair capacity with terminal backlog, and dynamically adjust staffing and resources.

Process Design & Continuous Improvement

• Design and optimize workflows for repairs, spare parts & terminals inventory management, packaging, and quality testing in sync with the Product Manager.
• Identify bottlenecks, inefficiencies, and quality issues; implement corrective actions and automation where possible.
• Collaborate with the Product Manager to introduce tools that increase visibility, automate manual flows, and improve reliability.

Quality & Customer Impact

• Monitor return rates and repair quality, ensuring target thresholds are consistently achieved.
• Lead RCA (Root Cause Analysis) for recurring or high-volume faults, driving preventive improvements.
• Partner with the regional leads & QA teams to ensure quality checks are effective and prevent avoidable rework.
• Implement recovery processes for misused spare parts, inaccurate repairs, or returns due to QA negligence.

Team Development & Leadership

• Lead and mentor a distributed team of repair technicians, QAs, inventory officers, packaging officers, and regional leads in collaboration with the Hardware Engineering team.
• Set clear expectations, monitor daily/weekly outputs, and review performance against KPIs.
• Foster a culture of ownership, accountability, and continuous learning across all repair centers.
• Coach team members to develop leadership capabilities and improve quality and execution.

Stakeholder & Partner Management

• Build and maintain relationships with OEMs, vendors, logistics providers, and procurement partners.
• Collaborate with Distribution Network, Procurement, Facilities, Product, and Hardware Engineering teams to support operational efficiency.
• Act as the operational voice in cross-functional discussions, aligning execution with business strategy.

Data, Reporting & Insights

• Deliver structured performance updates, RCA reports, and operational metrics to stakeholders.
• Ensure all resolution processes are compliant with internal policies and external regulatory expectations.
• Provide full visibility into inventory balances, spare parts flows, and repair performance trends.
• Define and track KPIs for different teams across the repair network.

Key Performance Indicators (KPIs) - Repair Operations
KPI
Description

Repair Throughput

• ≥90% of weekly repair & QA review targets achieved across centers.
• Customer Satisfaction (CSAT)
• Maintain an average CSAT score of 85% or higher.
• Return Rate Control
• Maintain >98% 7-day survival rate and ≤4% 30-day early fault rate.
• Spare Parts Efficiency
• Track and optimize spare parts usage; ≤5% variance between forecasted and actual usage.
• Inventory & Audit
• Conduct and present comprehensive monthly terminals & tools audit (with actionable findings).
• Training & Development
• Structured training sessions for RTs, QAs, and IOs held at least monthly.
• Network Expansion & Strategy
• Drive improved analytics to forecast repair volumes, parts demand, and potential delays, reducing unplanned disruptions.

Expected Outcomes

• Consistent reduction in return and rework rates (meeting defined center targets).
• Improved customer satisfaction through faster, quality, and improved repair & packaging.
• Optimised spare parts & tools usage and reduced avoidable costs through better tracking and controls.
• Measurable recovery of losses from incorrect repairs, misallocated parts, or process errors.
• A skilled and performance-driven operations team with clear ownership and SOP adherence.

Core Competencies

• Operational excellence: Expert at running high-volume, distributed repair and inventory operations reliably and efficiently.
• Problem solving: Strong analytical mindset; uses data to diagnose root causes and implement permanent fixes.
• Leadership & Mentoring: Proven ability to build and hold accountable multi-level teams (RTs, QAs, IOs, POs, regional leads).
• Collaboration: Works closely with Product, Engineering, Procurement, Facilities, and Vendors to deliver outcomes.
• Customer & quality focus: Embeds QA controls and preventive checks to reduce field failures and improve service experience.
• Inventory & logistics management: Skilled at spare-parts lifecycle management, warehouse-to-center coordination, inventory flows, and logistics planning.
• Data literacy & reporting: Experienced in data analytics, monitoring dashboards, and performance reviews; can translate metrics into actionable improvements.
• Communication & escalation: Clear communicator who manages escalations and aligns expectations across internal/external parties.
• Accountability: Ownership mentality with a strong focus on follow-through and meeting targets.

Job Requirements

• Bachelor’s degree in Engineering, Business, Operations, or a related field.
• 6–10 years experience in operations management, ideally in hardware repair, field service, manufacturing, or large-scale technical support networks.
• 3+ years in a people-management or team-lead role with proven execution at scale.
• Solid understanding of repair workflows, spare parts lifecycle, inventory reconciliation, warehouse operations, and logistics planning.
• Strong Excel skills. Hands-on experience with operational metrics, SLA management, and dashboarding (Power BI / Tableau / Looker or equivalent).
• Comfortable with frequent travel to repair centers and hands-on problem solving in the field.
• Experience with POS/embedded device repair ecosystems or consumer electronics.