Team Lead - Digital Operations at Sovereign Finance Limited

Job Summary 

• We are looking for a responsible and experienced Digital Operations officer (Team Lead) who will be responsible for the day-to-day operational management of digital banking channels, including POS, merchant acquiring, agency banking, mobile banking, cards, transfers, and digital lending operations. 
• The ideal candidate will ensure operational efficiency, service reliability, settlement accuracy, regulatory compliance, and customer experience excellence while supporting business growth.
• A disciplined and hands-on operations professional with strong leadership skills and deep knowledge of digital banking and fintech operations, capable of scaling operations while maintaining control, compliance, and service quality is needed.

Key Responsibilities 

Digital Channel Operations

• Oversee daily operations of digital channels: POS, Merchant / agency banking, mobile app, cards, transfers, and USSD.
• Monitor transaction flows, settlement timelines, and operational exceptions.

Team Leadership & Supervision

• Lead, supervise, and coach digital operations staff.
• Assign tasks, monitor performance, and ensure adherence to SLAs.
• Build a high-performance, customer-focused operations team.

Process Improvement & Automation

• Review and improve operational workflows to reduce manual intervention.
• Support automation of reports, reconciliations, and exception handling.

Reporting & Performance Monitoring

• Prepare daily, weekly, and monthly digital operations reports.
• Track KPIs such as transaction success rates, settlement TAT, complaints, and backlog.

Stakeholder & Vendor Management

• Liaise with switching companies, fintech partners, vendors, and internal IT teams.
• Support new product launches and system enhancements.

Requirements/ Qualifications

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field
• 2–3 years’ experience in digital operations, payments, or fintech operations
• At least 1 year in a supervisory or team-lead role
• Proven people-management and team-leadership ability
• Ability to work under pressure and manage multiple priorities
• Clear communication and stakeholder management skills

Salary

500,000 – 600,000