Vice President of Operations (VP Ops) at Kuda Bank

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position below:

Job Title: Vice President of Operations (VP Ops)

Location: Lagos
Job type: Full time

Summary

• As Vice President of Operations (VP Ops), you will drive operational excellence across Kuda’s core business functions. 
• Reporting directly to the COO and serving as a key member of the executive team, you will lead the strategy and execution of our global operations, shaping the future of African fintech.
• You’ll oversee a team of 230+ employees across Customer Experience, Collections, Payments, Fraud, and Underwriting, ensuring seamless coordination and delivering exceptional customer experiences. 
• By implementing cutting-edge automation, optimizing processes, and harmonizing fragmented operations, you’ll play a critical role in supporting Kuda’s rapid growth while maintaining efficiency and risk management.
• This is a transformative opportunity for a dynamic leader to make a significant impact in an organization that’s redefining financial access for millions of Africans.

Responsibilities
Strategic Leadership:

• Partner with the leadership team to develop and execute a global operations strategy aligned with business objectives.
• Lead operational planning and resource allocation across multiple regions.
• Manage multi-million dollar P&L for operational functions while driving efficiency and cost optimization.
• Establish and monitor KPIs across all operational teams.

Customer Experience Excellence:

• Design and implement customer service strategies to deliver exceptional experiences.
• Build and optimize customer support operations across multiple channels.
• Drive continuous improvement in customer satisfaction metrics.
• Innovate the customer journey using technology and data-driven insights.

Risk Management & Collections:

• Develop and execute effective collections strategies.
• Oversee fraud and underwriting teams to ensure aligned processes and regulatory compliance.
• Implement robust frameworks for managing operational risks.

Operational Systems & Technology:

• Lead the adoption of cutting-edge automation initiatives across operational functions.
• Implement and optimize operational management systems.
• Use analytics to enable data-driven decision-making and scalable processes.

Requirements
Key Qualifications:

• 10+ years of progressive operations leadership experience, including 7+ years in fintech or banking.
• Proven ability to scale operations in high-growth environments.
• Deep understanding of financial services operations, preferably in African markets.
• Experience managing large, cross-functional teams across multiple geographies.
• Demonstrated expertise in automation and process optimization.
• Strong analytical, problem-solving, and stakeholder management skills.

Soft Skills:

• Exceptional leadership and negotiation skills.
• Thoughtful communicator with a strategic mindset.
• Passion for innovation, operational excellence, and delivering customer value.

Success Metrics:

• Cost Efficiency: Optimize the unit cost to serve.
• Process Automation: Minimize manual processes across operations.
• Customer Satisfaction: Drive improvements in customer satisfaction scores.
• Risk Management: Maintain a low loss rate through robust systems.

Application Closing Date
Not Specified.