Job Summary
- We are seeking an experienced and execution-driven Head of Operations to lead and oversee the company’s end-to-end operational activities, ensuring efficient service delivery, operational excellence, and business scalability.
- The ideal candidate will be responsible for translating business strategy into operational execution across fleet management, fuel card services, payment infrastructure, telematics, IoT solutions, supply chain operations, and strategic partner management.
- This role will work closely with Engineering, Product, Finance, Customer Experience, Sales, Technology, and Compliance teams to ensure seamless operations while driving continuous process improvement.
- This is a leadership role for someone who combines strong strategic thinking with hands-on operational experience.
- The ideal candidate must have personally worked in the field with telematics and IoT device installations, maintenance, troubleshooting, and deployments before moving into management.
- We are looking for someone who understands the realities of field operations because they have been directly involved in executing them.
Key Responsibilities
Operational Leadership:
- Provide strategic leadership for the Operations department.
- Directly supervise Operations Officers, Field Engineers, Installation Teams, and other operational personnel.
- Lead nationwide deployment, installation, maintenance, and operational support activities.
- Build, develop, and scale a high-performing operations team capable of supporting business growth.
- Foster a culture of operational excellence, accountability, safety, and continuous improvement.
- Establish operational goals and monitor departmental performance against agreed KPIs.
- Promote a strong Quality Assurance culture across all operational activities.
Operational Strategy & Process Excellence:
- Develop and implement operational strategies aligned with the company’s business objectives.
- Design, review, standardize, and continuously improve Standard Operating Procedures (SOPs).
- Optimize operational workflows across deployments, maintenance, incident management, and service delivery.
- Lead automation and operational efficiency initiatives.
- Identify operational bottlenecks and implement sustainable corrective actions.
Deployment & Infrastructure Management:
- Oversee end-to-end deployment of hardware and technology solutions at customer locations.
- Ensure successful implementation of fleet management devices, telematics equipment, IoT devices, sensors, and related infrastructure.
- Coordinate site assessments, installation scheduling, commissioning, and post-installation support.
- Ensure every deployment delivers the promised visibility, control, and operational intelligence to customers.
- Drive first-time-right installation standards across all deployment projects.
Product Operations & Service Delivery:
- Ensure operational excellence across:
- Fuel Card Services
- Fleet Management Solutions
- Payment Infrastructure
- Telematics & IoT Solutions
- Energy Intelligence Solutions
- Ensure centralized business wallet operations and bulk funding mechanisms operate efficiently.
- Coordinate with Engineering and Product teams to ensure accurate, real-time operational data flows into customer dashboards.
- Monitor platform performance, uptime, and service reliability.
- Lead resolution of systemic operational issues impacting service delivery.
Supply Chain, Inventory & Partner Management:
- Manage procurement, warehousing, inventory, and deployment of telematics, IoT hardware, and operational equipment.
- Maintain optimal inventory levels to eliminate stock-outs for critical projects.
- Establish inventory governance and asset accountability.
- Develop and manage strategic relationships with:
- Fuel Station Networks
- Diesel Suppliers
- Telecommunications Providers
- Payment Processors
- Logistics Partners
- Equipment Vendors
- Other operational partners
- Ensure vendor performance meets agreed Service Level Agreements (SLAs).
Customer Experience & Service Excellence:
- Ensure exceptional operational service delivery throughout the customer lifecycle.
- Improve deployment speed and operational responsiveness.
- Monitor customer satisfaction metrics and service quality.
- Reduce repeat operational incidents through preventive maintenance and root-cause analysis.
- Partner with Customer Experience teams to improve overall customer outcomes.
Compliance, Governance & Risk Management:
- Ensure compliance with all applicable regulatory requirements, company policies, and operational standards.
- Implement internal controls to reduce operational, financial, and technology risks.
- Develop systems that minimize fraud, wastage, asset loss, and operational leakage.
- Maintain audit readiness across operational processes.
- Drive compliance with ISO standards and other applicable quality management frameworks.
Financial & Performance Management:
- Prepare and manage departmental budgets.
- Optimize operational expenditure without compromising service quality.
- Improve operational efficiency and profitability.
- Track operational performance using dashboards and data analytics.
- Present periodic operational reports to Executive Management.
Cross-Functional Leadership:
- Work closely with Engineering to resolve systemic technical issues.
- Support Finance with reconciliation, reporting, and operational compliance.
- Collaborate with Product, Sales, Customer Experience, and Technology teams to improve service delivery.
- Lead operational readiness for new product launches and business initiatives.
Key Performance Indicators (KPIs)
Operational Excellence:
- 100% implementation and staff adoption of Standard Operating Procedures (SOPs) across all operational product lines.
- Reduction in Mean Time to Resolve (MTTR) field-level incidents.
- Minimum 98% SLA compliance for operational response and resolution.
- Service uptime meeting agreed business targets.
- Improvement in operational turnaround times.
- Increase in deployment efficiency and productivity.
- Reduction in operational process bottlenecks.
Quality, Compliance & Risk:
- 100% compliance with ISO and internal operational standards.
- Zero major audit non-conformities.
- First-Time-Right Installation Rate exceeding agreed targets.
- Greater than 99% inventory and asset accuracy.
- Zero critical operational compliance breaches.
- Reduction in operational risk exposure.
- Reduction in fraud, wastage, and operational leakage.
Customer Experience:
- Reduced deployment cycle from contract execution to customer go-live.
- Improved First-Time Fix Rate.
- Improved Customer Satisfaction (CSAT) scores.
- Increased client retention and subscription renewals.
- Reduction in customer complaints relating to deployments and operational support.
Financial Performance:
- Reduction in operational cost per transaction.
- Optimization of deployment and maintenance costs.
- Measurable reduction in internal operational waste.
- Documented reduction in client operational losses and leakages.
- Improved operational contribution to overall business profitability.
Requirements
Education:
- Bachelor’s Degree (B.Sc./HND) in Engineering, Operations Management, Business Administration, Supply Chain Management, Information Technology, or a related discipline.
- MBA or Master’s degree is an added advantage.
- Relevant professional certifications such as PMP, PRINCE2, Lean Six Sigma, ISO Lead Auditor, CILT, or equivalent are an added advantage.
Experience:
- 8–10 years of progressive operational management experience.
- At least 5 years in a senior management role.
- Demonstrated experience managing technology-enabled operations, field service operations, logistics, fleet management, telematics, IoT solutions, or energy-related operations.
- Must have hands-on experience installing, maintaining, troubleshooting, and supporting telematics and IoT devices before transitioning into management. Candidates should have practical field experience and understand installation challenges firsthand.
- Proven experience leading cross-functional teams and managing large-scale operational deployments.
Core Competencies
Technical Competencies:
- Operations Management
- Strategic Planning
- Field Operations
- Telematics & IoT Operations
- Process Improvement
- Supply Chain Management
- Asset & Inventory Management
- Service Delivery
- Project Management
- Budget Management
- Risk & Compliance
- Data Analytics
- ERP & Business Systems.
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Job Summary
- We are seeking an experienced Collections & Recovery Lead to oversee the recovery of outstanding device financing obligations across the retail and channel network.
- The successful candidate will lead the Collections & Recovery team, develop and execute effective recovery strategies, monitor portfolio performance, identify emerging credit risks, and ensure delinquent accounts are recovered professionally and within regulatory and company guidelines.
- The ideal candidate should be highly target-driven, assertive, persistent, and experienced in managing collections teams within a fintech, microfinance bank, credit, or device financing environment.
Key Responsibilties
Recovery Strategy & Execution:
- Lead the end-to-end collections and recovery process for device financing accounts, from early-stage delinquency through to write-off recommendations.
- Develop and implement structured recovery strategies based on delinquency age, risk tier, customer profile, and portfolio characteristics.
- Set, monitor, and drive achievement of monthly, weekly, and daily recovery targets.
- Track key recovery metrics including Portfolio at Risk (PAR), recovery/conversion rates, delinquency levels, and cost of collection.
- Continuously review recovery performance and implement strategies to improve collection efficiency.
Team Leadership & Performance Management:
- Lead and manage all Collection & Recovery Officers and Supervisors.
- Set clear daily and weekly performance expectations for the collections team.
- Coach team members on negotiation, customer engagement, field recovery techniques, and effective follow-up.
- Monitor individual and team performance against recovery targets.
- Hold Supervisors and Collection Officers accountable for achieving agreed recovery KPIs.
- Build a disciplined, high-performance, and target-driven collections culture.
Risk Identification & Escalation:
- Identify emerging risk patterns within the credit portfolio, including fraud indicators, default clusters, and channel-specific delinquency trends.
- Monitor high-risk and severely delinquent accounts and ensure timely escalation.
- Provide clear recommendations on significant credit and recovery risks.
- Ensure all recovery activities comply with applicable regulations, consumer protection requirements, and internal policies.
- Recommend appropriate escalation actions, including legal recovery or write-off where necessary.
Stakeholder Management:
- Manage relationships with field recovery agents, third-party collection/recovery partners, and legal counsel.
- Work closely with Credit and Risk teams to identify trends and improve credit decision-making.
- Collaborate with Retail and Finance teams to ensure effective resolution of outstanding obligations.
- Provide recovery insights that can support improvements in underwriting, credit policies, and customer management.
Reporting & Analysis:
- Prepare regular collections, recovery, and portfolio risk reports for the CCO and senior management.
- Analyse recovery data and translate findings into clear, actionable business insights.
- Provide updates on recovery performance, delinquency trends, portfolio risk, and collection effectiveness.
- Maintain accurate records of recovery activities, outcomes, and escalated accounts.
What Sucess Looks Like
- Consistent achievement of recovery and collections targets.
- Reduction in portfolio delinquency and PAR.
- Improved recovery/conversion rates.
- Effective management and performance of the collections team.
- Timely identification and escalation of high-risk accounts.
- Controlled cost of collection.
- Strong compliance with internal policies and applicable regulations.
Requirements
Education:
- Bachelor’s Degree in Finance, Economics, Business Administration, Accounting, or a related discipline.
- A postgraduate qualification in a relevant field is an advantage.
Experience:
- 5–7 years of relevant experience in collections, recovery, credit risk, or debt recovery.
- Minimum of 2 years’ experience leading a collections or recovery team.
- Experience within a fintech, microfinance bank, financial institution, credit, lending, or device financing environment is strongly preferred.
- Proven experience working in a high-pressure, target-driven collections environment.
- Demonstrable track record of improving recovery rates and converting delinquent accounts.
Professional Certifications:
- Certification in credit or collections practice, such as Certified Credit and Collections Administrator (CCCA) from NICA, or an equivalent qualification, is an advantage.
- Risk management certifications such as CIBN, RIMAN, CRMI, or AERMP will be an added advantage.
Technical Skills:
- Strong debt collection, negotiation, and recovery skills.
- Strong understanding of credit and collections processes.
- Ability to work with and interpret PAR, recovery/conversion rates, delinquency, and cost-to-collect metrics.
- Strong analytical and reporting skills.
- Familiarity with device, asset, or consumer financing recovery processes is an advantage.
- Proficiency with relevant collections, CRM, and reporting tools.
Key Competencies:
- Strong leadership and people management skills.
- Highly results-oriented and target-driven.
- Assertive, persistent, and disciplined.
- Excellent negotiation and communication skills.
- Strong problem-solving and decision-making ability.
- High level of accountability and attention to detail.
- Ability to operate effectively under pressure.
- Strong stakeholder management skills.
- Professional and ethical approach to debt recovery.
- Strong understanding of regulatory and consumer protection requirements
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