TalentintheCloud is a Specialist Executive Search firm to the FinTech and Payments sector across Emerging Markets. We are Headquartered in Mauritius with officed in Cape Town & London
Our client, a hyper-growth ‘Challenger Bank’ is recruiting to fill the position below:
Job Title: Director of Operations
Location: Lagos
Job Description
A hyper growth ‘Challenger Bank’ is looking for a Director of Operations​ to add to their team of disruptors, trailblazers, innovators and risk-takers.
As their Director of Operations it is vital that you come with a customer first mentality and be prepared to roll up your sleeves, get in the trenches and implement structures with the overall aim to ensure that the business runs like a well oiled machine. In true hypergrowth style our client has experienced a massive influx in customers since March 2020, hence the need for more focus on service delivery and the process and the procedures behind it. You will be charged with driving operational excellence in
multiple areas which range from managing key external partners, driving operational projects, resolving operational issues, participating in cross functional projects and supporting product development whilst developing streamlined operational processes, defined metrics and creating more innovative and efficient ways to support operation.
The Director of Operations will be instrumental in taking control of and leading their operations team in Nigeria and will ideally come from a background working in banking or FinTech with a deep understanding of technology and financial services. Reporting directly into the CEO this is a chance for you to join a bank that actually works for the customer, a close knit and collaborative team in a flat organisational structure where even the most junior person has a voice.
Main Responsibilities
Designing and implementing operational processes in line with what the business is looking to achieve (internally and externally) - establishing and implementation of the ‘right’ solutions
Ensuring seamless customer service at all times, only the best service for the best product
Define and maintain the overall SLA with merchants including VIP merchants and customer
Develop and implement fraud prevention procedures and processes to ensure effective transactions monitoring(Implementing tools to monitor transactions, identify attempted fraud and reports)
Design and lead the implementation of improvements to strategy, policies and procedures, holding the team accountable to adhere to those procedures
Lead employees to encourage maximum performance and dedication
Develop metrics and analytics for measuring business and project impact and efficiencies
Write and submit reports to the CEO in all matters of importance
Plan for and coordinate responses for situations of crisis
Direct the preparation of short/long term goals based on the goals of the business
Responsible for developing change management processes
Identifying areas of operations/business that require technological intervention and co-coordinating with stakeholders for the implementation of technical solutions
Participate in expansion activities (investments, acquisitions, corporate alliances etc.) and manage relationships with partners/vendors
Identification of ‘red areas’ within the business
Assist with building the team as and when required
Develop and implement growth strategies
Identify new commercial opportunities
Ensure smooth collaboration with internal and external stakeholders
Develop and drive performance measures
Mandatory Requirements / Qualifications
Bachelor’s degree in a relevant field; an MBA is preferred
Previous experience in a senior level operations role within a fast-paced, high-growth environment, 5+ years of operations strategy, product operations, program or project management, business consulting, finance, or similar analytical roles that worked closely with product and engineering teams
Holistic and proactive approach and proven experience in the development of processes
An ability to rapidly adapt to change in a dynamic business environment
Prior experience working with Customer Support data is desirable
Excellent interpersonal skills and the ability to gain respect and trust of all levels of team members
Ability to share the company’s vision of exponential growth and add value