Head of Operations (HOO) at a Leading and Foremost Switching Company - Ascenix Consulting Limited

Ascenix Consulting Limited - Our client, a leading and foremost switching company in Nigeria licensed by the CBN and renowned for delivering seamless, secure and scal-able electronic payments and digital commerce solutions is recruiting to fill the position below:

Job Title: Head of Operations (HOO)

Location: Lagos
Employment Type: Full-time
Department: Fintech

Job Description

• The Head of Operations at the Switching company is responsible for ensuring the seamless execution of the company’s day-to-day operations, including payment processing, customer support, risk management, and regulatory compliance.
• This role requires strong operational leadership to drive efficiency, improve service delivery, and enhance customer experience.
• The ideal candidate will have experience in payment switching, merchant acquiring, and digital payments, with a focus on process optimization, automation, and scaling operations.

Responsibilities
Operational Strategy & Execution:

• Develop and implement operational strategies that enhance service delivery and efficiency.
• Ensure seamless payment processing, merchant onboarding, and transaction settlements.
• Optimize workflows to reduce processing times and improve customer experience.

Payment Processing & Transaction Management:

• Oversee payment switching operations, ensuring high transaction success rates and minimal downtime.
• Monitor and troubleshoot failed transactions, chargebacks, and reconciliation issues.
• Work closely with financial institutions, card schemes (Visa, Mastercard, UnionPay, American Express, Verve), and merchants to ensure smooth payment flows.

Compliance & Risk Management:

• Ensure full compliance with regulatory requirements, including PCI-DSS, GDPR, ISO 27001, and Central Bank of Nigeria (CBN) regulations.
• Develop and enforce risk management policies to mitigate fraud, chargebacks, and transaction failures.
• Implement and maintain Know Your Customer (KYC) and Anti-Money Laundering (AML) policies.

Process Improvement & Automation:

• Identify and implement process automation tools to increase efficiency and reduce operational costs.
• Work with technology teams to enhance transaction monitoring, fraud detection, and reporting systems.
• Develop dashboards and reporting tools to track operational performance.

Customer & Partner Relationship Management:

• Ensure high-quality support for merchants, banks, and fintech partners.
• Develop standard operating procedures (SOPs) for customer service teams to handle transaction disputes, chargebacks, and escalations.
• Collaborate with external partners to streamline operational processes and service delivery.

Team Leadership & Development:

• Recruit, train, and manage the operations team, ensuring high performance and accountability.
• Create a structured learning and development program to enhance team capabilities.
• Foster a culture of continuous improvement and operational excellence.

Performance Monitoring & Reporting:

• Establish key performance indicators (KPIs) for operational efficiency, transaction success rates, and service quality.
• Analyze operational data to identify trends and opportunities for improvement.
• Report operational insights and recommendations to the CEO and senior management.

Required Qualifications and Experience

• Bachelor’s Degree in Business Administration, Finance, Operations Management, or a related field.
• 7+ years in operational leadership roles, with at least 5 years in payment processing, payment gateways, or financial technology.
• At least 7+ years in senior operational leadership within payment processing, payment gateways or financial technology.
• Expertise: Strong track record in managing operations for payment switches and gateways, card schemes, or digital banking platforms.
• Certifications (Preferred): Project Management Professional (PMP), Certified Payments Professional (CPP), or relevant industry certifications.

Key Skills and Competencies:

• Operational Leadership: Proven experience in managing high-volume payment operations.
• Process Optimization: Ability to streamline workflows and enhance service delivery.
• Compliance Knowledge: Strong understanding of financial regulations, including PCI-DSS, KYC, and AML.
• Risk Management: Experience in fraud prevention, chargeback handling, and security controls.
• Analytical Skills: Data-driven approach to problem-solving and performance monitoring.
• Team Leadership: Strong people management skills to lead and develop high-performing teams.
• Stakeholder Management: Ability to build strong relationships with banks, merchants, and regulators.

Application Closing Date
Not Specified.