Head of Operations - Digital Banking at DLM Capital Group

DLM Capital Group - We are a Development Investment Bank (“DIB”) that provides innovative solutions to economic and social development problems that impact everyday lives of people. Since inception, we have concentrated on creating markets, products and long-term financing solutions to key sectors of the Nigerian economy that would benefit end customers with the goal of improving their well-being.

We are recruiting to fill the position below:

Job Title: Head of Operations - Digital Banking

Location: Ikoyi, Lagos
Employment Type: Full-time
Reports to: Managing Director

Job Overview

• As the Head of Operations for our digital banking division, you will oversee the end-to-end operational framework, ensuring efficient, secure, and seamless banking services for our customers.
• You will be responsible for driving operational excellence, process optimization, and customer experience in a fast-paced, digital-first environment.

Responsibilities
Operational Strategy and Leadership:

• Develop and implement operational strategies that align with the company’s growth objectives and digital transformation goals.
• Lead, mentor, and inspire the operations team to deliver exceptional results.
• Establish KPIs and monitor performance to drive continuous improvement.

Process Optimization and Automation:

• Identify, design, and implement process improvements to enhance efficiency, reduce costs, and improve customer satisfaction.
• Leverage technology and automation tools to streamline workflows and reduce manual intervention.

Regulatory Compliance and Risk Management:

• Ensure all operations comply with relevant banking regulations, risk frameworks, and industry standards.
• Collaborate with legal and compliance teams to minimize operational risks and maintain regulatory compliance.

Customer Experience and Service Delivery:

• Oversee customer support functions to ensure fast, responsive, and seamless service.
• Implement strategies to improve the customer journey, reduce friction, and enhance satisfaction.

Data Analytics and Performance Management:

• Use data analytics to identify trends, optimize operations, and make data-driven decisions.
• Regularly review performance metrics and implement corrective actions as needed.

Vendor and Partner Management:

• Manage relationships with third-party vendors, fintech partners, and technology providers to ensure smooth service delivery.
• Negotiate contracts and service level agreements (SLAs) to optimize costs and performance.

Financial Oversight:

• Develop and manage the operations budget, ensuring cost efficiency and financial sustainability.
• Monitor operational expenses and implement cost-saving initiatives.

Crisis and Incident Management:

• Lead incident response efforts to quickly resolve operational issues and minimize business disruptions.
• Develop contingency plans and ensure business continuity in critical situations.

Requirements

• Bachelor's or Master’s degree in Business Administration, Finance, Operations Management, or a related field.
• 10+ years of experience in banking operations, with a focus in digital banking or fintech.
• Strong understanding of digital banking products, payment systems, and financial technologies.
• Proven leadership skills with the ability to manage cross-functional teams.
• Excellent problem-solving, communication, and decision-making abilities.
• Familiarity with regulatory requirements, risk management, and compliance frameworks.
• Proficiency in data analytics tools and operational software.

Application Closing Date
26th May, 2025.

How to Apply
Interested candidates and qualified candidates should:
Click here to apply online