LEAD Enterprise Support Company Limited is a foremost Human Resources Solutions organization with many years of cumulative experience and expertise. We are prolific in Outsourcing, Recruitment, Head hunting and HR Advisory. We are a multi-sectorial servicing company, with landmark service deliverables to our clients in varied industries.
We are recruiting to fill the position below:
Job Title: Lead, Digital Channel Operation
Location: Maryland, Lagos
Employment Type: Full-time
Job Summary
- We are seeking a highly skilled and results-driven professional to lead our Digital Channels Operations.
- The successful candidate will be responsible for managing and optimizing all digital banking platforms to ensure seamless, secure, and efficient service delivery.
- This role is critical in driving system performance, enhancing customer experience, and ensuring high availability across all digital touchpoints.
Key Responsibilities
- Oversee the daily operations of all digital channels to ensure optimal performance and availability.
- Monitor system uptime, transaction success rates, and overall service quality.
- Collaborate with IT teams and vendors to resolve system incidents, defects, and service disruptions promptly.
- Drive continuous improvement initiatives to enhance user experience and increase digital adoption.
- Analyze performance data and provide actionable insights for decision-making.
- Ensure compliance with regulatory requirements, cybersecurity standards, and data protection policies.
- Coordinate the deployment of new features, upgrades, and system releases.
- Manage relationships with third-party service providers and partners.
- Develop and implement operational policies, procedures, and internal controls.
- Support resolution of customer issues related to digital banking channels.
Key Performance Indicators (KPIs)
- Channel uptime (≥99.5%)
- Transaction success rate (≥98%)
- Incident resolution time (MTTR ≤ 2–4 hours)
- Reduction in recurring incidents (≤5%)
- Decrease in customer complaints (≥10% monthly reduction)
- Growth in digital channel adoption (≥15% YoY)
- Improved process efficiency (≥30%)
- Zero major security or compliance breaches
- Successful system deployments (≥95% without rollback)
- Vendor SLA compliance (≥95%)
- Timely reporting (100% on schedule)
- Reduction in operating costs (≥10% annually)
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5–8 years’ experience in digital banking operations, fintech, or IT service management.
- Strong knowledge of digital banking channels (mobile apps, USSD, internet banking, APIs).
- Experience with system monitoring tools and incident management processes.
- Good understanding of cybersecurity, data privacy, and regulatory standards.
- Strong analytical, problem-solving, and communication skills.
Knowledge & Skills:
- Solid understanding of digital banking platforms and transaction flows.
- Knowledge of IT service management (incident, problem, and change management).
- Familiarity with performance monitoring tools and metrics.
- Understanding of payment systems and reconciliation processes.
- Awareness of customer experience (CX) and service delivery standards.
Core Competencies:
- Strong analytical and troubleshooting abilities.
- Effective stakeholder and vendor management skills.
- Excellent communication and coordination skills.
- High attention to detail and ability to work under pressure.
- Strong planning and execution skills for system upgrades and releases.
Salary
Very Attractive & Competitive.
Application Closing Date
30th June, 2026.
https://www.hotnigerianjobs.com/hotjobs/892651/lead-digital-channels-operations-at-lead-enterpris.html