Service Center Operations Manager at Moniepoint Inc.

What We Are Looking For

• We are looking for a strategic Service Centre Manager to oversee the performance and operations of a designated group of Service Centres.

Key Responsibilities

• Multi-Site Operational Oversight & Strategy Network Standardization: Ensure all branches in the region adhere to the "Experience Center" operating model, maintaining consistency in aesthetics, service speed, and brand representation. Process Optimization: Continuously review operational workflows across branches to remove bottlenecks. Implement "Lean" methodologies to reduce wait times and improve staff utility. Compliance & Risk: Conduct regular operational audits across the region to ensure strict adherence to CBN regulations, cash handling limits, and internal controls. Brand standards and Operational SOP adherence frameworks
• P&L Management & Financial Performance Profitability Ownership: Take full ownership of the Regional P&L. Monitor branch-level revenues against Operating Expenses (OpEx) to maximize Net Operating Income (NOI). Cost Control: Manage administrative budgets across the cluster, optimizing spend on facilities, security, cash-in-transit (CIT), and utilities without compromising the customer experience. Growth Support: Collaborate with sales leadership to identify underperforming locations and deploy operational interventions to boost transaction volume and account opening.
• Data Analytics & Reporting Performance Dashboards: Monitor daily, weekly, and monthly operational data (wait times, footfall, transaction success rates, cross-sell ratios). Insight-Led Action: Use data to predict staffing needs (capacity planning) and identify trends. Reporting: Present consolidated regional performance reports to Executive Leadership, highlighting risks, opportunities, and P&L variances.
• Product Adoption & Customer Experience Feedback Loop: Act as the primary funnel for product feedback. Gather insights from branch staff and customers regarding Moniepoint’s apps/terminals and relay them to HQ Product Managers. CX Standardization: Monitor Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) across the region. intervene immediately in branches showing a decline in service quality. Tech Enablement: Ensure branch staff are effectively migrating customers to digital channels (Self-service adoption), reducing the cost-to-serve per customer.
• Administration & Talent Management Leadership Development: Mentor individual Branch Managers. create succession plans and identify high-potential talent within the region. Resource Allocation: Dynamically move staff or resources between branches based on volume spikes or leave requirements. Facility Governance: oversee facility contracts and vendor performance (security, cleaning, maintenance) for the entire region to ensure economies of scale and quality.

Qualifications

• Education & Experience Education: Bachelor’s degree in Finance, Business Administration, or Operations Management. (MBA or professional certification like PMP/Six Sigma is strongly desired). Experience: Minimum of 5+ years in Banking Operations, with at least 3 years managing multiple branches/sites (Area Manager or Cluster Manager level). Industry Background: Experience in a Bank Outfit is mandatory for operational rigor, but exposure to Retail/FMCG or Fintech operations is a strong plus.
• Skills & Competencies Financial Acumen: Strong ability to read, analyze, and manage P&L statements, budgets, and variance reports. Data Literacy: Proficiency in data analysis tools (Excel, Power BI, Tableau). Ability to interpret complex data sets to drive decision-making. Strategic Thinking: Ability to move beyond day-to-day issues to planning quarterly and annual operational strategies. Change Management: Experience leading teams through technological changes or process re-engineering.

Key Performance Indicators (KPIs)

• Regional P&L: Achievement of revenue targets vs. OpEx budget.
• Operational Efficiency: Reduction in average customer wait times and error rates across the cluster.
• Digital Migration: % of branch customers successfully converted to self-service/digital channels.