Jobs at Payment Access System Limited (PaySys)

Job Summary

• The Head of Operations provides strategic leadership and oversight for all operational activities within the fintech, ensuring efficient service delivery, seamless transaction processing, effective agent network performance, operational excellence, and regulatory compliance.
• This role drives process optimization, technology alignment, customer satisfaction, and business scalability across the organization.

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.
• 10–15 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.
• Female candidates are strongly encouraged to apply.

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Job Summary

• The HR manager will be responsible for developing and executing human resource strategies that support business objectives within a fintech environment.
• This role requires managing talent, ensuring regulatory compliance, and fostering a high-performance, innovation-driven culture aligned with the fast-evolving financial technology landscape.

Key Responsibilities

• Manage end-to-end recruitment for technical roles (software engineers, data analysts, cybersecurity experts) and business roles.
• Partner with department heads to plan workforce needs in line with business growth.
• Develop talent pipelines for critical fintech roles.
• Implement HR policies and procedures in line with labor laws and fintech regulatory expectations.
• Ensure proper documentation and employee record management.
• Liaise with compliance teams to align HR practices with financial industry regulations.
• Develop and manage performance appraisal systems (KPIs, OKRs).
• Monitor employee productivity and support continuous performance improvement.
• Guide managers on goal setting, performance reviews, and disciplinary processes.
• Identify skill gaps, especially in digital and financial technology competencies.
• Design and implement training programs for continuous employee development.
• Promote a culture of innovation, agility, and continuous learning.
• Drive initiatives that enhance employee satisfaction and retention.
• Promote a culture of collaboration, ethics, and innovation.
• Handle employee relations issues, grievances, and conflict resolution.
• Manage compensation structures aligned with industry benchmarks.
• Administer payroll processes and employee benefits.
• Support incentive schemes, bonuses, and equity-based rewards where applicable.
• Support organizational design and restructuring initiatives.
• Lead change management efforts during digital transformation or scaling.
• Advise leadership on HR strategies to improve organizational effectiveness.

Qualifications & Experience

• Bachelor’s Degree in Human Resources, Business Administration, Psychology, or a related field.
• 4 years of progressive HR experience (experience in fintech, banking, or tech is highly preferred).
• Professional certification (e.g., CIPM, SHRM, HRCI) is an added advantage.
• Strong understanding of HR best practices and labor laws
• Knowledge of fintech or financial services operations
• Proficiency in HRIS and data analytics tools
• Excellent communication and stakeholder management skills
• High level of integrity and confidentiality
• Strong problem-solving and decision-making ability
• Adaptability in a fast-paced, technology-driven environment.