Lead, Consumer Loan Operations at Moniepoint Inc.

Job Purpose

• The Operations Lead is a critical member of the Product team, acting as the bridge between product functionality, customer experience, and operational excellence.
• This role is responsible for managing escalated support issues, driving continuous improvement, and ensuring the stability and efficiency of product-related operations. You will be the go-to expert for operational challenges that require deep product knowledge.
• The Operations Lead is accountable for the operations team's execution, with the goal of meeting and surpassing all defined operational metrics.

Roles & Responsibilities
Operational Management:

• Proactively manage and resolve non-support operational issues that occur during standard business activities.
• Work in close collaboration with the Product Manager to translate operational data and qualitative feedback into actionable product improvements and feature enhancements.
• Develop, review, and optimize Standard Operating Procedures (SOPs) for loan operations
• Participate in new product/feature launches to ensure operational readiness, including updating processes and training materials for support teams.

Process & System ImprovementIdentify and lead automation, workflow optimization, and process improvement initiatives to increase operational efficiency:

• Develop, review, and optimize Standard Operating Procedures (SOPs) for loan operations
• Participate in new product/feature launches to ensure operational readiness, including updating processes and training materials for support teams.

Regulatory & Compliance:

• Ensure adherence to internal loan policies, central bank/MFB regulatory requirements, AML/KYC, data privacy, and audit standards.
• Support both internal and external audit processes, ensuring timely response to findings and implementation of corrective actions relating to product operations

Key Requirements 

• 6–10+ years of experience in leading a high-volume operations, support, or service delivery role, preferably within a technology or product-focused environment.
• Strong analytical skills with proficiency in data analysis and reporting tools (e.g., SQL, Excel, data visualization platforms like Tableau/Looker).
• Demonstrated ability to setup and manage complex operational workflows
• Excellent communication and stakeholder management skills, with the ability to effectively translate technical/operational findings into business-friendly insights.
• Experience collaborating directly with Product and Engineering teams.
• A meticulous approach to tracking, documentation, and process improvement