Chief of operations, Orientation & Retention at Moniepoint Incorporated in Lagos

About The Position

• This position will own comprehensive product and site processes for both individual and business accounts.
• You will be the business leader pushing smooth new-account vacancies, KYC upgrades, handle verifications (which includes proof-of-handle checks and physical visits), and ongoing due-diligence methods (e.g., nature-of-business verifications).
• You’ll collaborate directly with our sales network, product, adherence, and risk teams to design, execute, and constantly enhance processes that meet or exceed our SLA, success-rate, and adherence targets.

SLA & Results tracking:

• Establish, track, and documentation on key business KPIs (e.g., orientation finalization rate, TAT percentiles, confirmation success rates, SLA compliance).
• Establish playbooks and escalation procedures to rapidly identify and solution bottlenecks or adherence exceptions.
• Execute uninterrupted-advancement procedures (A/B running test, root-cause evaluation, response loops) to optimize productivity and quality.

Process & Tech Enablement:

• Work alongside Product and Engineering to formulate or improve digital orientation and confirmation resources (e.g., OCR, facial match, automated name/DOB checks, USSD flows).
• Own rollout of site-processes tools utility (e.g., mobile applications for agents, audit dashboards).
• Lead consolidation with 3rd-party identity and handle-confirmation associates (NIMC, BVN, Corporate Affairs Fee).

Compliance & Adherence:

• Preserve strong audit trails and recordkeeping for all confirmation initiatives.
• Head periodic within and outside the organization audits, making sure preparedness for compliance-related examinations.
• Stay abreast of continuously adapting KYC/KYB rules and industry standards; proactively modify rules and standardized processes.

Credentials & Expertise

• Bsc in Business Management, Finance, Process management, or relevant field; Master of business administration or postgraduate degree a plus.
• 8+ years of processes executive guidance expertise in financial solutions, financial technology, or banking, requiring at least 3 years owning KYC/KYB or orientation processes at scale.
• Established history coordinating both digital and site-based confirmation teams.
• Strong insight of Nigerian identity operational structures (BVN, NIN), Corporate Affairs Fee methods, and applicable compliance-related frameworks.
• Exhibited success meeting aggressive SLA, quality, and adherence targets in a high-growth environment.

Core Competencies & Skills:

• Operations excellency: Robust process-mapping, process optimization, and ongoing development mentality.
• Logical Strictness: Specialist in analytics-based strategic judgment; cozy building and interpreting dashboards and business indicators.
• Executive guidance & Team lead: Verified ability to hire, motivate, and formulate top-performing processes teams.
• Cross-Operational Partnership: Proficient at shaping participants across product, engineering, risk, adherence, and sales.
• Tech Savvy: Expertise with digital orientation channels, identity-confirmation APIs, CRM operational structures, and site-agent tools utility.
• Information exchange: Outstanding verbal and professional writing competencies, with the capability to convert sophisticated methods into clear playbooks and development materials.

What We Can Proposal You

Culture: We put our people first and prioritize the well-being of every collaborator. We’ve built a organisation where all opinions carry weight and where all voices are heard. We value and respect each other and always observe out for one another. Above all, we are human. Learning: We possess a professional growth-attentive environment with an emphasis on information exchange, development, and consistent internal technical talks. Remuneration: You’ll accept an attractive remuneration, pension, health coverage, yearly incentive, plus other perks.