Head, Transaction Operations at Credit Direct Limited

Job Summary

Work with the Head of Operations and Customer Experience and other internal stakeholders to design implement and optimize the operational framework for loan disbursement and collections, investment operations, payments processing, and fund transfers with the aim to ensure efficiency, compliance, and exceptional customer experience.

Job Details

Strategic Operations Management:

• Execute operational strategies to support business objectives across loan services, investments, payments, and transfers. 
• Ensure efficient transaction processing, risk management, and customer support systems. 
• Provide the required support to the teams responsible for driving process automation and operational efficiencies to enhance service delivery and reduce costs. 
• Collaborate with leadership to align operations with growth strategies.
• Oversee loan disbursement, repayments, and collections to ensure smooth operations. 
• Work with credit risk and underwriting teams to optimize loan approval processes and minimize delays.
• Oversee investment operations, payment processing, fund transfers, and reconciliation processes. 
• Collaborate with internal stakeholders to ensure seamless integration with payment partners, banks, and regulatory bodies. 
• Monitor transaction security, fraud detection, and dispute resolution processes.

Customer Experience & Service Delivery:

• Ensure all operational processes are customer centric and enhance user experience. 
• Manage service level agreements (SLAs) to maintain high responsiveness and issue resolution.
• Work closely with internal stakeholders to implement continuous improvement initiatives informed by customer feedback and market trends.

Compliance & Risk Management:

• Ensure operations adhere to regulatory standards (CBN, AML, KYC, GDPR, etc.) and industry best practices. 
• Work closely with compliance, risk, and legal teams to ensure full regulatory compliance. 
• Ensure compliance with internal audits and operational risk assessments, ensuring follow-through on corrective actions.

Team Leadership & Performance Management:

• Build and lead a high-performing operations team. 
• Work closely with the responsible team(s) to develop operational policies, training programs, and performance metrics. 
• Foster a culture of accountability, innovation, and continuous improvement.

Requirements

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field. 
• The qualifications below will give an added advantage. 
• Data Analytics Certificate 
•  Lean Six Sigma (Green/Black Belt) o SQL, Python, or Power BI Certification.

Experience:

• 10+ years of experience in financial services, fintech, banking, or payments, with at least 5 years in a leadership role. 
• Strong expertise in managing operations across loans, payments, investments, and transfer services. 
• Proven experience in process improvement & automation, risk management, and compliance within a fintech environment. 
• Deep understanding of regulatory requirements (CBN, AML/KYC, GDPR). 
• Experience in working with technology teams to implement scalable operational solutions. 
• Strong leadership, communication, and stakeholder management skills. 
• Data driven mindset with experience in using analytics to optimize operations.

Competencies:

• Data Analytics, Process Optimization, Financial & Operational Risk Management.
• Strategic Thinking & Problem Solving, Team Management, Communication, Customer-Centric Mindset