Regional Operations Team Lead (Lagos) at Pack'N'Pay

Position Overview

The Regional Operations Team Lead (Lagos) is responsible for managing Osusu’s field operations across Lagos and other Western states. The role combines the responsibilities of a Super-Agent with expanded operational and leadership functions, ensuring efficient agent supervision, logistics coordination, compliance, and regional reporting to HQ. This role also provides enterprise sales support in collaboration with the Sales team.

Key Responsibilities

Field Supervision

• Supervise agents during field operations, ensuring daily deployment to assigned locations and active user engagement.

Daily Briefings & Motivation

• Conduct daily check-ins with agents. Communicate deployment plans, KPIs, and targets. Motivate and guide field teams for performance consistency.

Performance Monitoring

• Monitor real-time agent performance across Western states. Address operational issues promptly to minimize disruptions.

Logistics Coordination

• Support efficient dispatch and delivery activities within the region. Monitor timeliness, accuracy, and cost-effectiveness of logistics. Escalate transport or delivery bottlenecks to HQ for resolution.

Process Compliance

• Enforce adherence to Standard Operating Procedures (SOPs). Ensure compliance with company policies, safety standards, and regulatory requirements.

Quality Assurance

• Ensure accurate user data capture and onboarding compliance. Verify correctness of app updates and field submissions.

On-Ground Support

• Provide direct assistance to agents in the field. Resolve technical, user, or logistical challenges.

Reporting & Performance Tracking

• Consolidate and review daily/weekly reports from agents across the region. Highlight performance gaps and recommend corrective action. Submit comprehensive weekly reports (operations, logistics, compliance) to the Operations Lead.

Regional Coordination

• Supervise and coordinate Osusu’s activities across Lagos and Western states. Ensure alignment with HQ strategies and operational priorities. Act as the primary communication bridge between regional teams and HQ departments.

Escalation Management

• Serve as the second-level escalation point for field challenges. Liaise with Operations Lead, Sales, HR, and Finance for swift resolution.

Compliance & Spot Checks

• Conduct regional spot checks and operational audits. Ensure high levels of adherence to Osusu’s operating standards.

Feedback & Insights

• Gather insights from agents and users to improve acquisition, retention, and satisfaction. Provide recommendations to HQ for strategy refinement.

Continuous Improvement

• Identify inefficiencies and propose actionable improvements. Recommend initiatives that strengthen regional operations and customer experience.

Enterprise Sales Support

• Collaborate with Sales team to support enterprise opportunities in the region. Leverage field insights and networks to drive sales growth.

Other Duties

• Perform any other responsibilities assigned by the Operations Lead or Management.

Reporting Line

• Directly reports to: Operations Lead (operations, compliance, regional performance).
• Functionally reports to: Head of Sales (sales & enterprise support).
• Strategic escalation to: Head of Business (for critical regional matters).

Requirements

Education

• Bachelor’s Degree in Business Administration, Management, Operations, or related field.

Experience

• Minimum 3 years experience in field operations, agent networks, logistics coordination, or regional management.
• Experience in FMCG, fintech, distribution, or agent-based models is preferred.

Skills & Competencies

• Strong leadership and people-management skills.
• Excellent communication, stakeholder management, and conflict-resolution skills.
• Solid reporting and data-analysis capabilities (comfort with Excel, dashboards, and field tracking tools).
• Problem-solving mindset and the ability to act under pressure.
• High attention to detail and process compliance orientation.
• Ability to coach, mentor, and motivate field teams.
• Ability to manage field logistics (advantageous).
• Proficiency with mobile reporting tools and basic office software.
• Flexibility to work irregular hours when required by field demands