Supervisor - Payment Operations at Cellulant Nigeria Limited

Cellulant is Africa’s no.1 company in the payments & transfers category - FIntech Awards 2016. We are a PPISP (Payment Platform Infrastructure Service Provider) regulated by the Central Bank of Nigeria (CBN) and insured by Nigerian Deposit Insurance Corporation (NDIC).

We are recruiting to fill the position below:

Job Title: Supervisor - Payment Operations

Location: Lagos
Employment Type: Full-time

Job Overview

• The Supervisor – Payout Operations will play a crucial role in overseeing and optimizing the daily operations of the payout process. 
• This role ensures smooth and efficient payouts to merchants, customers, and partners, while maintaining accuracy, compliance, and the highest level of customer satisfaction. 
• The Supervisor will lead a team of operators, providing guidance and support to ensure operational excellence, timely settlements, and a seamless customer experience.
• Focused on end-to-end operational execution, this role requires a blend of attention to detail, team leadership, and a customer-centric mindset. 
• The Supervisor will collaborate closely with other functions like Finance, Compliance, and Risk to ensure a secure and compliant payout environment, while driving continuous improvements to operational efficiency.

Key Responsibilities
End-to-End Payout Operations Management:

• Oversee the daily execution of payout operations, ensuring all payouts are processed accurately and on time, in line with company policies and regulatory requirements.
• Ensure the smooth flow of funds to merchants, customers, and partners, handling all payout requests efficiently, securely, and in accordance with agreed-upon timelines.

Team Leadership & Performance:

• Lead and mentor a team of Payout Operations associates, ensuring high performance, engagement, and accountability.
• Provide ongoing training, guidance, and support to team members to enhance their knowledge, skills, and customer service capabilities.
• Conduct regular performance reviews, setting clear objectives and targets for the team to meet.

Compliance & Regulatory Adherence:

• Ensure all payout processes comply with internal controls, regulatory requirements, and industry best practices.
• Work closely with the Risk & Compliance teams to monitor and mitigate any potential payout-related risks.

Operational Efficiency & Process Improvement:

• Continuously evaluate and optimize payout workflows to enhance efficiency, reduce errors, and improve the overall customer experience.
• Identify and implement improvements to processes, tools, and systems to increase operational capacity and reduce payout processing time.

Cross-Functional Collaboration:

• Collaborate with Finance, Product, Customer Support, and other relevant teams to ensure alignment in payout operations, particularly around new product features or process changes.
• Act as a key liaison with other internal teams to resolve issues related to payout discrepancies or delays.

Data Monitoring & Reporting:

• Track and report on key performance metrics related to payout operations, including payout accuracy, timeliness, and issue resolution rates.
• Provide regular updates to senior management on operational status, risks, and opportunities for improvement.

Customer-Centric Focus:

• Maintain a customer-first approach, ensuring that payouts are processed smoothly and efficiently, and proactively resolve issues or concerns raised by customers or partners.
• Ensure that all payout-related queries are handled professionally and promptly, contributing to a positive experience for all stakeholders.

Skills & Qualifications

• 4+ years of experience in operations management, ideally in payouts, payments, or financial services.
• Strong understanding of payment systems, reconciliation processes, and payout mechanisms.
• Proven leadership experience, with the ability to manage, mentor, and motivate a team.
• Excellent problem-solving skills and the ability to handle operational challenges in a fast-paced environment.
• Familiarity with regulatory frameworks in the payments or financial services industry.
• Strong attention to detail and ability to work with large volumes of data while maintaining high accuracy.
• Excellent communication and interpersonal skills, with the ability to engage and collaborate with both internal and external stakeholders.

Preferred Attributes:

• Experience with payments software, reconciliation tools, or banking systems.
• Knowledge of compliance regulations such as AML (Anti-Money Laundering), KYC (Know Your Customer), and other relevant financial services regulations.
• Familiarity with tools like Zendesk, Salesforce, or Jira for issue tracking and customer service management.

Application Closing Date
Not Specified.