Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
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Job Purpose
- At Moniepoint, we're on a mission to create financial happiness for everyone. The Senior Associate, Audit and Data Analysis plays a vital role in this by acting as our "early warning system."
- You won’t just be "checking boxes"; you'll be using SQL and data science to protect our business and our users.
- By aligning our internal audit strategy with our business goals, you help us stay ahead of risks while ensuring we maintain the high standards of ethics and integrity that our customers trust us for.
Key Responsibilities
- Data-Driven Auditing: Support all internal audit projects and investigations using SQL to uncover insights, improve our sampling, and ensure our findings are backed by hard facts.
- Automation & Innovation: Find and automate repetitive audit processes using scripting techniques. We value your time—let's make the complex effortless.
- Strategic Planning: Partner with Audit Directors and Managers to build audit plans and procedures that actually work, evaluating the strength of our internal controls.
- Risk Intelligence: Contribute to our enterprise risk assessments by providing data-led insights that help the team see around corners.
- Performance Optimisation: Monitor and validate regulatory compliance and accounting practices (including revenue assurance, cost-optimisation, and treasury) to help the business perform at its peak.
- Reporting & Evidence: Collate audit evidence and prepare clear, simple reports that tell a story. You'll ensure all working papers are accurate and provide a reliable source of truth.
- Mentorship: Help grow the next generation of auditors. You’ll coach and train Audit Associates, sharing your mastery and best practices.
- Collaboration: Represent Internal Audit in meetings across the Moniepoint Group and with external stakeholders, ensuring we're always seen as a helpful partner.
What Success Looks Like
- Efficiency Gains: You’ve automated at least two manual audit processes within your first year, significantly reducing turnaround time.
- Quality Insights: Your SQL-based sampling has led to more accurate audit findings and a 100% acceptance rate of recommendations by business owners.
- Team Growth: Associates you mentor report feeling more confident in their data analysis capabilities.
- Trust: You are seen as a trusted partner by other business divisions, known for providing factual, interesting, and helpful insights rather than just "policing."
Qualifications
- Education: A Bachelor’s degree from a reputable institution.
- Certification: You hold (or are working toward) at least one recognised data analysis or audit certification.
- Industry Context: 3+ years of progressive data analysis experience within financial services or a top-tier consulting firm.
- SQL Mastery: You have a deep, practical understanding of SQL (querying, scripting, and automation).
- Audit Foundations: You understand internal audit, internal control, and risk management procedures. Crucially, you know how to turn raw data into audit insights.
Preferred Qualifications:
- Experience with data visualisation and dashboard creation (e.g., Tableau, PowerBI, or similar).
- Familiarity with revenue assurance in a high-volume fintech or banking environment.
- Experience in a scale-up environment where speed and accuracy go hand-in-hand.
- Must be resident in Lagos
About You:
- Methodical Creator: You’re organised and love a good system, but you’re always looking for a more innovative way to solve a problem.
- Knowledgeable & Humble: You’re an expert in your field, but you communicate in a way that’s simple and relatable. No need for "inflated speech" here.
- Honest & Transparent: You value facts over guesses. You’re someone who ensures that every statement they make is backed by data.
- The "Older Sibling": You're someone the team can count on. You’re proactive, reliable, and motivated by seeing the business and your teammates succeed.
What we can offer you
- Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
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About the role
- The Lead, Contracts & HR Administration owns the accuracy, consistency, and governance behind Moniepoint’s core People documentation and HR records.
- You ensure every employment contract, letter, and record is precise, compliant, and aligned with our internal standards across all entities.
- Your work keeps the foundations of People Operations running smoothly, the documents, data, and workflows that underpin every employee’s lifecycle. You will partner closely with Talent Acquisition, People Business Partners, Payroll, Legal, and Compliance to ensure that our HR documentation is timely, correct, and audit-ready.
- Behind the scenes, you maintain strong operational discipline, but what teams see is seamless, dependable administration they can trust.
Duties & Responsibilities
- Own the end-to-end process for generating, reviewing, and issuing employment contracts, addendums, transfer letters, and HR documentation across all Moniepoint locations.
- Ensure all HR administrative processes comply with internal governance, local labour regulations, and data protection standards.
- Maintain clean, accurate, and up-to-date employee records in HR systems, ensuring alignment between contracts, HRIS data, and payroll inputs.
- Standardise contract templates, HR letters, and administrative workflows, working with Legal and Compliance to ensure consistency and accuracy.
- Partner with Talent Acquisition to ensure timely, accurate contracts and documentation as part of the hiring process
- Work closely with Payroll Operations to resolve data discrepancies and ensure all changes are reflected correctly ahead of payroll cycles.
- Support audit readiness by maintaining well-organised, compliant digital records and documentation libraries
- Drive improvements to documentation workflows by identifying inefficiencies, recommending changes, and supporting automation
- Serve as the point of escalation for complex contract cases, providing clear guidance and ensuring a consistent approach across entities.
- Support the Head of People Operations in building scalable, compliant administrative processes that work across multiple countries.
Requirements
- Bachelor's Degree in Human Resources, Business Administration, or a related field.
- Certification in People management, such as aPHRi or PHRI, is preferred.
- 4 - 6 years of HR operations or HR administration experience, with hands-on responsibility for contracts and employee records
- Strong understanding of HR documentation standards, compliance requirements, and data governance
- Experience preparing contracts and HR letters across multiple countries or legal jurisdictions.
- Working knowledge of HRIS systems and document management tools (e.g. Workday, BambooHR, SAP, Deel).
- Comfortable working with templates, version control, and structured approval processes
- Experience in fintech, financial services, or another compliance-oriented industry.
- Familiarity with African, UK, or multi-country employment environments.
- Exposure to HR process automation or digitisation initiatives.
What we can offer you
- Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
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Job Summary
- The Senior Front-end Engineer is required to produce and implement functional software solutions for web clients.
- You will be using the react js application framework.
- Experience with these frameworks is an added advantage but you can apply if you have experience with similar J.S frameworks.
- You will work with the Enterprise Architect to define software requirements and take the lead on operational and technical projects.
- In this role, you should be able to work independently with little supervision. You should have excellent organization and problem-solving skills. You are also required to have hands-on experience in software development and agile methodologies.
- Your primary goal will be to develop high-quality software that is aligned with user needs and business goals.
What you’ll get to do
- Develop high-quality software design and architecture
- Identify, prioritize, and execute tasks in the software development life cycle
- Develop tools and applications by producing clean, efficient code
- Automate tasks through appropriate tools and scripting
- Review and debug code
- Perform validation and verification testing
- Collaborate with internal teams and vendors to fix and improve products
- Document development phases and monitor systems
- Ensure software is up-to-date with the latest technology.
To succeed in this role, you should have
- Minimum of a BSc Degree in Computer Science or related skills.
- At least 5 years of proven experience as a Software Engineer
- 5 years of experience with Javascript and React
- Experience in software development, scripting, and project management
- Experience using system monitoring tools (e.g. New Relic) and automated testing frameworks
- Familiarity with various operating systems (Linux, Mac OS, Windows)
- Analytical mind with a problem-solving aptitude
- Ability to work independently
- Excellent organizational and leadership skills.
What we can offer you
- Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
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Role Overview
- The API & SQL Database Auditor is responsible for assessing the design, security, reliability, and compliance of application programming interfaces (APIs) and relational database systems.
- This role evaluates how data is accessed, processed, stored, and protected across applications, ensuring adherence to security standards, regulatory requirements, and internal controls.
Key Responsibilities
Audit & Compliance:
- Audit of Application Program Interfaces Security Controls.
- Audit REST, GraphQL, and internal APIs for governance, and compliance with organizational standards.
- Audit of Database Security Controls (e.g., MySQL, PostgreSQL, SQL Server, Oracle) for data integrity, availability, and confidentiality.
- Assess compliance with regulatory and industry frameworks (e.g., SOC 2, ISO 27001, PCI DSS, HIPAA, GDPR).
- Evaluate API versioning, lifecycle management, and deprecation controls.
Security & Risk Assessment:
- Identify risks related to authentication, authorization, rate limiting, and input validation.
- Review protection mechanisms against common threats (e.g., injection attacks, broken object-level authorization).
- Evaluate encryption practices (in transit and at rest).
- Assess secrets management for database credentials and API keys.
- Review database patching, vulnerability management, and hardening practices.
Data Governance & Integrity:
- Assess data classification, retention, and deletion policies.
- Review database schema design, constraints, indexing, and referential integrity controls.
- Evaluate logging, monitoring, and audit trails for data access and changes.
- Verify segregation of duties for database administration and application access.
Process & Controls Review:
- Review backup, replication, and disaster recovery processes.
- Assess performance monitoring, capacity planning, and availability controls.
- Evaluate change management processes for schema and API changes.
- Review third-party API integrations and data-sharing agreements.
Reporting & Advisory:
- Document audit findings with risk ratings and evidence.
- Provide clear, actionable remediation recommendations.
- Present findings to engineering, security, and data governance stakeholders.
- Track remediation progress and validate corrective actions.
- Participates in the other regular audits in the IT Audit Plan as assigned by the Head, IT Audit.
Qualifications
- Minimum of a Bachelor’s Degree in Computer Science, Information Systems, Cybersecurity, or related field (or equivalent experience).
- Certifications in one or more of the following will be an added advantage - CISA, ACA, CISSP, CISM, CRISC, MICROSOFT certifications, ORACLE, etc.
- Experience: Minimum of 5 years experience in application security, database administration, software engineering, or IT audit.
- Strong understanding of RESTful APIs and SQL-based databases.
- Experience reviewing authentication and authorization mechanisms (OAuth 2.0, JWT, API keys).
- Working knowledge of SQL querying and database security concepts.
Skills & Competencies:
- SQL (analysis, permissions, schema review)
- API documentation and testing tools (Postman, Swagger/OpenAPI)
- Database security controls (roles, grants, auditing)
- Logging and monitoring solutions
- Encryption and key management concepts
- Strong analytical and investigative skills
- Ability to translate technical risks into business impact
- Clear written documentation and reporting
- Professional skepticism and attention to detail
- Ability to collaborate with engineering and security teams.
What we can offer you
- Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
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What You’ll Do
- Lead high-impact projects: Design and deliver end-to-end data science solutions that support product innovation and business strategy.
- Uncover insights: Analyze large, complex datasets to identify trends, surface opportunities, and influence key decisions.
- Build models: Develop and deploy predictive and prescriptive models using machine learning and statistical techniques.
- Enable experimentation: Design A/B tests and causal inference studies to help teams learn quickly and make informed choices.
- Collaborate cross-functionally: Work closely with product managers, engineers, and business leaders to understand goals and deliver data-driven solutions.
- Promote data fluency: Build dashboards, tools, and frameworks to enable self-service analytics and scale your impact across teams.
To succeed in this role, you should have
- 5+ years of experience as a Data Scientist, ideally in fast-paced or high-growth environments
- Proficiency in SQL and experience working with large-scale data systems (e.g., Redshift, BigQuery, Snowflake).
- Strong analytical and statistical skills; fluency in Python or R.
- Experience with machine learning libraries (e.g., scikit-learn, XGBoost) and data visualization tools (e.g., Tableau, Looker, Plotly).
- Solid understanding of experimental design, hypothesis testing, and causal inference.
- Ability to distill complex data problems into clear, actionable insights.
- BSc/MSc/PhD in a quantitative field such as Statistics, Computer Science, Mathematics, Economics, or similar.
Experience with the following would be a plus
- Experience with deep learning, NLP, or time-series forecasting.
- Knowledge of tools for building production data pipelines (e.g., Airflow, dbt).
- Familiarity with business domains like fintech, e-commerce, healthcare, etc..
What we can offer you
- Culture - We put our people first and prioritize the well-being of every team member. We have built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation - You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
- The opportunity to drive impact through data in a high-growth environment.
- A collaborative culture with room to grow and experiment.
- Access to rich data and a modern analytics stack.
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About the Role
- We are looking for an experienced Legal Counsel who will provide legal and company secretarial services to Moniepoint towards the attainment of its strategic objectives.
As a Legal Counsel, you would:
- Provide company secretarial services to Moniepoint and its affiliates
- Coordinate board meetings, shareholders’ meetings, general meetings and board committee meetings of the company including the rendering of the following services in connection with the meetings:
- Issuance of notices and agenda of such meetings;
- Collation of reports and preparation and distribution of board packs for meetings;
- Preparation of procedural guide (where necessary);
- Attending and taking minutes of board meetings, shareholders’ meetings, board committee meetings and Annual General Meetings;
- Preparing and circulating minutes to Board Members and Shareholders; and
- Advising on compliance by the meetings with applicable company law requirements
- Maintain statutory books including but not limited to register of members, register of charges, register of directors’ shareholding, register of directors and secretaries, board and board committees’ minutes book, shareholders’ minutes book and register of debenture holders.
- Ensure safe keeping of the company’s physical and electronic legal documents, including incorporation documents, corporate filings, unissued share certificates etc.
- Ensure that the company files all regulatory returns promptly at the Corporate Affairs Commission, Nigerian Stock Exchange, Securities and Exchange Commission and the Central Bank of Nigeria (CBN), including but not limited to annual returns, change in shareholding or directors.
- Keep track of due dates and deadlines for regulatory returns.
- Prepare resolutions in respect of shareholders’ and board decisions as may be required from time to time, including written resolutions and extracts of resolutions passed at duly convened meetings.
- Procure execution of resolutions, accounts, reports, agreements and other documents that are required to be signed by the Head, Legal.
- Draft and track all action points from the Company’s meetings.
- Prepare and file documentation in respect of changes to board membership, allotment of shares and change of registered office address.
- Advise the Company on current corporate governance practices and ensure it complies with all relevant codes of corporate governance.
- Initiate and pursue legal proceedings on behalf of Moniepoint with the assistance of external counsel.
- Oversee the defense of legal proceedings on behalf of Moniepoint with the assistance of external counsel.
- Draft and/or review legal letters, agreements and monitor legal obligations under agreements to ensure compliance, on and as when requested.
- Advise on potential litigation matters (civil & criminal) that should be directed to external counsel.
- Liaise with and assist external counsel with regards to their obligations to the company and maintaining an updated litigation schedule of the Company.
- Liaise with law enforcement bodies and/or regulatory authorities.
- Research and prepare legal opinions on various civil matters including claims for compensation against the company.
- Draft, amend, review and/or recommend modifications of related laws and regulations governing Moniepoint.
- Assist in the formulation, implementation and/or amendment of internal policies.
- Provide sound and timely legal advice & opinions to the company and make recommendations to the Management of Moniepoint as necessary
- Support the Head, Legal with any other duties as assigned.
Minimum Requirements
- Bachelor of Laws from an accredited institution
- Qualifying Certificate from the Nigerian Law School
- Four (4) to six (6) years of experience as a legal counsel, with proven experience in providing company secretarial services to a CBN-regulated financial institution
- Experience in drafting/negotiating commercial and technology agreements
- Ability to interpret regulations
- Ability to work in a fast-paced environment
- Ability to work with little or no supervision
- Excellent communication and interpersonal skills
- Excellent multi-tasking and time management skills
- Ability to cope with high levels of responsibility and with confidential matters
- Good understanding of the Fintech space and applicable laws/regulations
- Strong research skills
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About the Role
- At Moniepoint, data is at the core of everything we do. We are a customer-centric company, and your work will enable our teams to make informed, data-driven decisions that directly impact the success of our business.
- We are seeking a data-driven, impact-oriented Senior Data Scientist to power Moniepoint’s consumer lending decisions at scale. You will build the models, experiments, and insights that shape how we acquire, underwrite, and retain millions of customers across Nigeria and Africa.
- This role is pivotal in driving our pricing, credit limit modelling, and credit model deployment strategy in a growing business with unparalleled opportunities to give access to millions of customers.
- You’ll collaborate with our amazing Consumer Credit team and drive how we think about risk ranking, product offering, and data infrastructure to create the best personalised offers for our customers.
- You’ll be responsible for building our first suite of credit risk models and help drive a culture of how we should think about machine learning vs more traditional methods - bringing fresh thinking to inspire both the team and our customers.
- Sitting at the intersection of data science, credit risk, and product, you’ll translate complex data into actionable decisions that drive growth with healthy portfolio performance.
What You’ll Do
- Develop and deploy credit scoring, affordability, and behavioural models to support underwriting, pricing, and collections
- Design and run experiments to optimise approval rates, loss rates, and profitability
- Partner with product squads to embed decision logic into real-time systems
- Ensure data quality, compliance, and ethical use of models across all decisioning processes
- Mentor product squads on best practices in experimentation and data-driven decision making
- Provide models to optimise outcomes in collections, churn management and user retention
Requirements
We would love to hear from you if:
- You’re comfortable with Statistics - and have a Degree or qualifications in a quantitative field (Statistics, Mathematics, Engineering or similar)
- You have +5 years of experience in data science, decision science, or risk analytics within financial services
- Working knowledge of credit risk, consumer lending, and regulatory considerations
- Proficiency in SQL and at least one modelling/programming language (Python, R)
- Experience with A/B testing, machine learning, collections modelling and churn management
- Ability to translate complex analyses into clear recommendations for business stakeholders
- High ownership mindset and comfort working in fast-paced, cross-functional teams.
What we can offer you
- Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation: You’ll receive an attractive salary, pension, health insurance, monthly bonuses, plus other benefits.
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About the role
- The Regional Credit Manager is saddled with the duty of managing a credit portfolio in an assigned geographic region.
- The Regional Credit Manager is expected to maintain a profitable loan portfolio and manage the field credit network in that region.
- The Regional Credit Manager is a data driven and strategic leader that leverages on data to effectively guide his team towards meeting business and financial objectives. You would also be directly involved in managing key accounts in the region to ensure they perform and to eliminate churn.
- The Regional Credit Manager must be an expert in credit risk, credit monitoring and credit analysis and should be able to distill this information into the field credit network under his/her management.
Job Responsibilities
- Oversee and maintain a profitable loan portfolio within the assigned region.
- Drive achievement of loan disbursement targets for the region.
- Monitor portfolio performance and ensure loan defaults remain within acceptable thresholds.
- Supervise and support the regional field network to deliver on growth, profitability, and efficiency objectives.
- Ensure timely execution of all key credit field operations in compliance with internal policies and established SLAs.
- Provide management with strategic insights on regional credit performance, risks, and emerging opportunities.
- Build and maintain strong relationships with the sales network to support lending business expansion.
- Manage key accounts and foster long-term partnerships with major customers.
- Actively track the regional credit portfolio and implement proactive measures to mitigate default risks.
- Coach, train, and mentor the regional credit team to strengthen capacity and performance.
- Identify, recruit, develop, and retain top-performing talent within the regional credit network.
- Undertake other credit-related assignments as delegated by supervisors.
Qualifications and Skills
- Bachelor’s Degree in Finance, Accounting, Economics, Business Administration, or a related field (Master’s degree or MBA is an added advantage).
- 7 - 10 years’ experience in credit risk management, lending operations, or related roles, with at least 3–5 years in a supervisory or regional leadership capacity.
- Strong knowledge of credit analysis, loan underwriting, portfolio management, and collections strategies.
- Proven ability to manage large loan portfolios while maintaining profitability and minimizing default rates.
- Strong understanding of credit risk frameworks, regulatory requirements (CBN guidelines, IFRS 9, etc.), and industry best practices.
- Demonstrated track record in driving loan growth in retail, SME, or agent-based lending models.
- Strong data analysis and reporting skills; proficiency in Excel, credit MIS tools, and other financial systems.
- Excellent leadership and people management skills, with experience in building, mentoring, and retaining high-performing teams.
- Strong stakeholder management abilities, including collaboration with sales, operations, and risk teams.
- Analytical thinker with problem-solving skills and the ability to make sound credit decisions under pressure.
- Strong communication and presentation skills, with the ability to provide actionable insights to senior management.
- High ethical standards, integrity, and sound judgment in credit decision-making.
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What you’ll do
- Own and drive outcomes anchored in metrics and aligned with company OKRs.
- Know your domain in depth: business, product, operations, customers, market, competitors, and risk/regulation.
- Maintain a roadmap that balances near- and long-term priorities, and the right mix of growth levers, technical investments, and risk/regulatory requirements.
- Leverage ongoing customer discovery, product analytics, and a range of experimentation techniques to validate assumptions and refine product direction and priorities.
- Break down ambiguous, complex problems into clear proposals, actionable plans, and structured tradeoff scenarios and recommendations.
- Pairs business acumen with a strong product, design, and technical mindset - ideally with true fluency in technical concepts, even without an engineering degree.
- Dive beyond dashboards and interrogate the data directly. Build your own queries and analyses to validate hypotheses, stress-test intuition, and monitor early product signals.
- Own the product’s written backbone: from one-pagers and PRDs to GTM plans, release scopes, and user stories.
- Cultivate relationships with customers, teams, stakeholders, and leaders to ensure product direction is clearly communicated, aligned, and grounded in real-world context.
- Hold a high bar for ownership, decision-making rigor, product quality, and execution excellence across teams and key partners.
What you need to succeed
- Bachelor’s Degree (strong preference for candidates with Degrees in a technical field)
- 8+ years of relevant experience in technology companies, including 5+ years owning and driving products end-to-end as a Product Manager.
- Track record of driving measurable outcomes tied to OKRs, shaping product direction, and converting complexity and ambiguity into high-value opportunities.
- Deep customer empathy and the ability to synthesize qualitative and quantitative insights to build products that truly delight users.
- Known for driving product velocity while upholding high standards of execution excellence, product quality, and risk mitigation.
- Strong analytical skills across metric design and monitoring, funnel analysis, and evidence-based prioritization. Hands-on SQL experience is highly desirable.
- Technical fluency to dive deep into system architecture, APIs, data flows, and tradeoff discussions with engineers.
- Exceptional communication skills, both written and verbal, especially in executive-level and cross-functional settings.
- High autonomy, sound judgment, resilience, and ability to thrive in a fast-paced, high-stakes environment.
What sets you apart:
- Domain experience (where applicable- to be advised on a case-by-case basis).
- Experience building, launching, and scaling fintech products.
- Experience building products from zero-to-one or shaping entirely new product lines.
What you’ll get
- Culture - We put our people first and prioritise the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation - You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
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Job Purpose
- The Implementation Lead is responsible for building, managing, and continuously improving a high-performing regional team of Implementation agents.
- This role drives the strategic execution of Moniebook's customer onboarding programme at scale, ensuring that every new retail customer in the region is successfully activated, trained, and transitioned into a confident, long-term user of the Moniebook solution.
- Operating at the intersection of people leadership, operational excellence, and customer success strategy, the Implementation Lead sets performance standards, develops team capability, removes escalation blockers, and partners cross-functionally with Sales, Product, and Account Management to deliver a world-class onboarding experience.
- Success is measured by team-wide activation rates, time-to-value benchmarks, retention outcomes, and the quality of customer handoffs across the region measure success.
Key Responsibilities
Team Leadership & Performance Management:
- Recruit, onboard, coach, and retain a regional team of Implementation Agents, fostering a culture of accountability, customer obsession, and continuous improvement.
- Set clear individual and team performance goals aligned to activation rates, time-to-value, feature adoption, CSAT scores, and churn reduction targets.
- Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and build development plans to close them.
Onboarding Strategy & Programme Oversight:
- Design scalable onboarding frameworks that allow the team to manage growing customer volumes without compromising on quality or personalisation.
- Define and maintain onboarding milestones, success metrics, and quality standards across all customer segments.
- Identify opportunities to streamline onboarding timelines and reduce time-to-value without sacrificing adoption depth.
Escalation Management & Issue Resolution:
- Act as the first point of escalation for complex technical issues, difficult customer situations, or onboarding stalls that agents are unable to resolve independently.
- Partner with Product, Engineering, and Support teams to drive resolution of systemic issues affecting onboarding outcomes across the region.
- Maintain clear escalation pathways and SLA standards, ensuring customers always feel supported and informed during issue resolution.
Cross-functional Collaboration:
- Partner closely with the Sales team to ensure smooth pre-to-post sale handoffs and that customer expectations are properly set before onboarding begins.
- Collaborate with Account Managers to refine the handoff process, ensuring agents provide complete, high-quality context that enables seamless long-term retention.
- Work with the Product team to surface recurring customer pain points, usability gaps, and feature adoption blockers, acting as a regional voice of the customer.
Data, Reporting & Insights:
- Track and analyse team-wide performance data including activation rates, onboarding completion timelines, feature adoption depth, CSAT scores, and early-stage churn metrics.
- Produce regular reports for senior leadership on regional onboarding health, trends, risks, and improvement initiatives.
- Use data to identify underperforming segments, agents, or onboarding touchpoints, and drive targeted interventions to address root causes.
Process Improvement & Innovation:
- Continuously review and refine onboarding processes, tools, and resources to improve efficiency, consistency, and customer outcomes.
- Champion the adoption of new technologies, automation, or methodologies that can enhance the team's ability to deliver high-touch onboarding at scale.
- Build a feedback loop between frontline agent insights and senior leadership/product decisions to ensure ground-level learnings influence the business.
Qualifications
- Bachelor's Degree in Business, Technology, Operations, or a related field (or equivalent experience).
- 4 - 6 years of experience in customer onboarding, customer success, or implementation roles, with at least 2–3 years in a team lead or people management capacity.
- Proven track record of leading onboarding or CS teams to consistently achieve activation, adoption, and retention targets, ideally within SaaS, retail technology, or fintech.
- Strong people leadership skills with the ability to motivate, develop, and hold a distributed team accountable for outcomes.
- Excellent analytical skills, able to interpret customer health data, team performance metrics, and identify actionable trends.
- Exceptional communication and stakeholder management skills; able to present to senior leadership, navigate cross-functional relationships, and represent the customer voice persuasively.
- Deep customer empathy combined with a results-driven orientation.
- Highly organised with demonstrated ability to manage multiple priorities, projects, and escalations simultaneously without compromising quality.
- Comfortable working in fast-paced, ambiguous environments; brings structure and clarity without over-engineering.
Preferred Qualifications:
- Experience building or scaling onboarding teams from the ground up in a high-growth technology company.
- Exposure to retail operations, merchant services, or point-of-sale technology.
- Experience designing training curricula, onboarding playbooks, or knowledge management systems.
- Familiarity with customer health scoring methodologies, NPS/CSAT frameworks, or CS operations best practices.
Method of Application
Use the link(s) below to apply on company website.
What to expect in the hiring process
- A preliminary phone call with the recruiter.
- An interview with the operations lead.
- A behavioural and technical interview with the business lead.
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