Operations Officer (Fintech) at Payment Access System Limited (PaySys)

Key Responsibilities

• Develop and execute the company’s operational strategy in alignment with business goals.
• Lead and manage operations teams across agent banking, customer support, dispute resolution, settlements, and field operations.
• Establish KPIs and monitor performance to ensure operational efficiency and growth.
• Oversee end-to-end transaction operations including payment processing, transaction monitoring, reconciliations, and settlement accuracy.
• Ensure uptime of services, POS network stability, and seamless customer/merchant experiences.
• Collaborate with IT/Engineering to enhance system performance and resolve technical escalations.
• Oversee recruitment, training, and performance of aggregators, agents, and merchants.
• Ensure liquidity management, float stability, and effective channel support.
• Drive adoption and usage of digital financial services across assigned regions.
• Implement operational controls to mitigate fraud, service failures, and financial losses.
• Ensure compliance with CBN regulations, KYC/AML standards, and data security requirements.
• Work with Compliance/Risk teams to define SOPs, risk frameworks, and escalation thresholds.
• Identify process gaps and drive continuous improvement initiatives across workflows.
• Implement automation solutions to enhance speed, accuracy, and scalability.
• Champion Lean operations, cost efficiency, and digital transformation.
• Supervise customer service teams, ensuring timely resolution of complaints and service requests.
• Strengthen feedback mechanisms to improve customer satisfaction and reduce churn.
• Oversee service-quality dashboards and customer experience metrics.
• Liaise with external partners banks, switches, payment processors, aggregators, and regulators.
• Manage escalation communication with executives and key internal stakeholders.
• Support business development initiatives with operational insights.
• Provide weekly, monthly, and quarterly performance reports to senior management.
• Ensure proper documentation of SOPs, operational manuals, and risk logs.
• Track budget utilizations and operational costs for strategic planning.

Qualifications & Requirements

• B.Sc./ HND in Business Administration, Finance, Economics, Engineering, or related fields; MBA is an added advantage.
• 7 - 10 years’ experience in operations leadership within fintech, banking, or digital payments.
• Strong understanding of digital financial services, agency banking, POS systems, settlement processes, and CBN regulations.
• Proven experience managing large teams and nationwide operations.
• Strong analytical mindset and proficiency in data-driven decision-making.
• Excellent communication, leadership, and problem-solving skills.