Head of Operations (Microfinance Bank) at Zylus Group of Company

Zylus Group is a fast-growing business conglomerate with interests in Real Estate Homes & Properties, Real Estate Investment, Asset Management, Microfinance Banking, and Insurance Brokerage. We are a privately owned and internationally recognized capital organization with operations spanning Real Estate Investment, Property Sales, Human Capital Development, Agriculture, Infrastructure and General Construction, Property Valuation, Design and Printing, Media, Transportation and Logistics, Travel and Tours, Property Management, and more.

The company’s operations are guided by a strict Code of Ethics, which sets the standard for excellence, professionalism, and accountability. With the support of a dedicated workforce, Zylus Group has recorded remarkable growth in revenue, size, and structural capacity while maximizing value for its esteemed clients both locally and internationally.

Zylus Group aims to become one of Africa’s most prominent conglomerates, with a mandate to grow and manage over 80 independently financed subsidiaries across five countries worldwide within its first ten years of operations.

Our subsidiaries include:
Retrust Microfinance Bank, Trustline Capital Limited, Zylus Homes & Properties, Real Estate Cash Back Cooperative, and Absolute Insurance Brokers Limited.

We are recruiting to fill the position below:

Job Title: Head of Operations (Microfinance Bank)

Location: Ikeja, Lagos
Employment Type: Full-time
Department: Operations
Reports to: Managing Director
Supervises: Branch Operations Officers, Tellers, Customer Service, Loan Operations, E-Banking, Back Office Staff

Job Summary

• The Head of Operations is responsible for overseeing, coordinating, and optimizing all operational activities of the Microfinance Bank.
• The role ensures operational efficiency, regulatory compliance, excellent customer service, and effective risk management across all branches.
• The position drives process improvement, operational controls, business continuity, and service delivery to support the Bank’s growth objectives.

Key Responsibilities
Operations Management:

• Oversee day-to-day operations across branches and operational units.
• Ensure smooth running of cash operations, customer service, account opening, funds transfer, and back-office processes.
• Develop and enforce standard operating procedures (SOPs) for all units.
• Monitor transaction volumes, service quality, and turnaround time (TAT).
• Ensure proper documentation and filing of all operational records.

Risk Management & Internal Controls:

• Enforce operational risk management policies and procedures.
• Ensure compliance with CBN regulations, AML/CFT requirements, and internal policies.
• Identify operational risks and implement mitigating controls.
• Supervise reconciliation of suspense accounts, GL accounts, and daily cash balancing.
• Conduct regular branch operations audits and follow up on corrective actions.

Regulatory Compliance:

• Ensure full compliance with all CBN regulations and reporting requirements.
• Maintain documentation and readiness for regulatory examinations.
• Oversee timely rendering of regulatory returns (CBN, NDIC, Tax, etc.).

Staff Supervision & Capacity Development:

• Lead, mentor, and supervise operations, customer service, and back-office staff.
• Identify training needs and support continuous learning and development.
• Evaluate performance of operational staff and enforce discipline where necessary.

Customer Service Management:

• Maintain high standards of service quality across all channels.
• Resolve escalated customer complaints promptly.
• Ensure customer onboarding processes are seamless and compliant.

Technology & Digital Operations:

• Support implementation and maintenance of the Core Banking Application (CBA).
• Oversee alternative delivery channels (ATM, POS, mobile banking, USSD).
• Monitor system downtime, resolve operational issues, and escalate appropriately.

Strategic & Administrative Duties:

• Contribute to operational strategy and long-term planning for the Bank.
• Prepare periodic operational reports for Management and the Board.
• Coordinate branch expansion or operational upgrades.
• Drive cost efficiency and resource optimization across operations.

Key Performance Indicators (KPIs)

• Branch operational efficiency (TAT, queue management).
• Compliance and audit ratings.
• Accuracy and timeliness of reconciliation and reporting.
• Reduction in operational losses and errors.
• Customer satisfaction scores.
• Staff productivity and performance.
• SLA adherence for digital channels.

Job Requirements
Education:

• Bachelor’s Degree in Accounting, Finance, Business Administration or a related field.
• Professional qualification is an added advantage (ACIB, ICAN, ACCA, CISA).

Experience

• 7–10 years relevant experience in the banking sector.
• At least 3 years in a supervisory/managerial operational role in a Microfinance Bank or commercial bank.
• Experience with core banking applications and digital banking channels.

Skills & Competencies:

• Strong knowledge of CBN and Microfinance regulations.
• Excellent leadership and people management skills.
• Good analytical and problem-solving abilities.
• Strong attention to detail and integrity.
• Excellent communication and customer service skills.
• Proficiency with banking software and MS Office applications.

Behavioural Competencies:

• High ethical standards and good judgement.
• Ability to work under pressure and manage tight deadlines.
• Strong organizational and planning skills.
• Proactive, disciplined, and results-oriented.

Application Closing Date
20th December, 2025.